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Terms of service

The short version

  • We are a small family-run shop in Iceland. We pack your order ourselves and hand it to DHL Express or Iceland Post.
  • Once the parcel is with the carrier, the journey is in the carrier's hands. We help you if something goes wrong, but we are not responsible for delays, customs holds or heat on the way.
  • Chocolate and candy can melt on the way. We do not refund or replace melted items.
  • You can add Shipping protection in the cart. With it, we refund or send again if chocolate melts on the way, if a parcel marked delivered never reaches you, or if it is lost or broken on the way.
  • If we make a mistake (wrong item, missing item, faulty goods), we put it right at our cost.
  • Unused goods can be returned within 30 days. Food cannot be returned.
  • By placing an order, you agree to these terms.

The full terms follow. We have tried to write them so that they can be read in ten minutes.

1. Who we are

The Icelandic Store (icelandicstore.is) is run by Ísprjón ehf., company no. 610716-0590, Miðhella 4, 221 Hafnarfjörður, Iceland. You can reach us at support@icelandicstore.is.

In these terms "we" and "us" mean Ísprjón ehf. "You" means the person placing the order.

2. Agreeing to these terms

You agree to these terms when you place an order. You must be an adult to order from us.

We may change these terms. The version shown on this page on the day you order is the one that applies to that order.

3. Our products

We describe and photograph our products as accurately as we can. Some things vary by nature:

  • Wool, yarn and hand-knitted items differ slightly from piece to piece in colour, size and texture.
  • Colours look different from one screen to another.
  • Makers sometimes change packaging or recipes without telling us.

Small differences of this kind are not faults. If an item you ordered turns out to be unavailable, we tell you and refund that item in full.

4. Prices and payment

Prices are shown in US dollars, or in the currency you choose. Prices can change, but the price shown when you place your order is the price you pay.

Payment is taken when you place the order. If a price on the site is clearly a mistake, we may cancel the order and refund you in full. We may also refuse or cancel an order, for example when we suspect fraud or when the quantities look like a purchase for resale. If we do, you get a full refund.

5. Duties and taxes

  • United States, Canada and the European Union: import duties and taxes (including VAT in the EU) are calculated and paid at checkout. There is nothing more to pay when the parcel arrives.
  • All other countries, including the United Kingdom, Norway, Switzerland and Australia: your country's customs may charge import duties, VAT or handling fees. The carrier collects them from you before or on delivery. They are not included in our prices and they are yours to pay.

6. Shipping

We ship from our warehouse in Hafnarfjörður, Iceland, with DHL Express or Iceland Post. The shipping options and prices for your address are shown at checkout.

Delivery times shown on our site or by the carrier are estimates. They are not guarantees.

Please check your address and phone number before you pay. We send the parcel to the address on the order.

7. When the parcel leaves us

When we hand your parcel to the carrier, we have done our part: the right goods, properly packed, with correct paperwork, sent to the address you gave us. From then on the parcel is in the carrier's care. As far as the law allows, the risk passes to you at that moment.

We are not responsible for:

  • delays of any kind, including delays caused by the carrier, customs, weather or strikes, and parcels that miss a birthday, Christmas or another date;
  • customs holds, inspections or seizures, and goods that your country does not allow in. Checking what you may import, food especially, is your responsibility;
  • heat, cold or damp on the way (see section 9);
  • a wrong or incomplete address, a parcel that nobody collects, or a parcel that is refused;
  • a parcel that goes missing after the carrier has recorded it as delivered to your address;
  • indirect losses, such as the cost of a replacement gift.

We are responsible for our own mistakes: a wrong or missing item, faulty goods, or an error in the paperwork we prepare.

If a parcel is lost or arrives broken. Write to us within 7 days of delivery, or within 7 days of the last tracking update if it has not arrived. Send photos of the item and the packaging if it is damaged. We open a claim with the carrier for you. If the carrier confirms the parcel is lost, or the goods were broken on the way, we send them again or refund what you paid for them. This does not apply to the things listed above.

8. Parcels that come back to us

Sometimes a parcel is returned to us because it was refused, not collected, sent to a wrong address, or because import charges were not paid. When it arrives back:

  • we refund the goods that are still in a condition to be sold;
  • we deduct the original shipping cost, the return freight the carrier charges us, and any duties or fees we were charged;
  • food that comes back is not refunded, because we cannot sell it again;
  • if you prefer, we send the parcel again and you pay the new shipping.

9. Chocolate, candy and other food

Parcels are not refrigerated at any point on the way, on any shipping service. We cannot control the temperature once a parcel has left our warehouse.

Chocolate and candy can soften, melt, lose their shape or turn white on the surface. This can happen at any time of year, not only in summer. It affects how the product looks and feels, not whether it is safe to eat.

By ordering chocolate, candy or other food you accept this risk. We do not refund, replace or compensate for food that arrives melted, softened, discoloured or out of shape because of temperature on the way. The one exception is an order with Shipping protection (section 10).

Also for food:

  • Food cannot be returned.
  • Allergens and ingredients: our product pages are a guide. The label on the pack is what counts. Please read it before you eat the product.
  • Your country decides what food may be imported. If customs holds or destroys food that is not allowed in, we cannot refund it.

10. Shipping protection (optional)

You can add Shipping protection in your cart before you pay. It costs 3% of the goods in your order, with a minimum of $1.95. It is our own promise to you, not an insurance policy, and it never takes away any rights the law already gives you.

What it covers. If your order has Shipping protection, we refund or send again:

  • chocolate, candy and other food that arrives melted or crushed out of shape because of heat on the way. Softening and a white surface ("bloom") alone are not counted, because they do not affect taste or safety;
  • a parcel that the carrier has recorded as delivered to your address but that you have not received;
  • a parcel that is lost on the way. We treat it as lost when its tracking has not moved for 10 working days and it is not being held by customs. We sort this out without waiting for the carrier to finish its investigation;
  • goods that arrive broken because of the journey.

Our own mistakes, such as a wrong or missing item, are put right for everyone, with or without Shipping protection (section 7).

How to claim. Email support@icelandicstore.is with your order number:

  • Melted or broken goods: within 7 days of the carrier's "delivered" scan, with photos of the goods and the packaging taken when you opened the parcel.
  • Delivered but not received: please first check with neighbours, your building and your mailbox, as parcels often turn up within a day or two. Then write to us within 14 days of the "delivered" scan. We ask the carrier to check where it was left, and we may ask you for a short signed statement.
  • Never arrived: write to us within 45 days of the date we shipped.

What we pay. We decide whether to send the goods again or refund them. The most we pay is the price you paid for the affected goods, after any discount. Shipping, import duties and taxes, tips and the protection fee itself are not included. We may ask for more photos or for the goods to be returned. Goods we send again travel under the same promise, once.

What it does not cover:

  • delays of any kind;
  • customs holds, and goods your country does not allow in;
  • import charges;
  • an address that was wrong or incomplete, or changed after we shipped;
  • a parcel that is refused, not collected, or returned to us because import charges were not paid (section 8);
  • ordinary returns;
  • anything that happens after the parcel has been delivered and is in your hands.

Fair use.

  • Shipping protection can only be added in the cart before you pay. It cannot be added to an order afterwards.
  • Each household can make one protection claim in any 12 months. We may make an exception when the carrier confirms the problem.
  • If you open a dispute with your bank or card company for the same problem, the claim ends there.
  • We may decline a claim that looks dishonest.

The fee is not refunded once the order has been shipped. If we cancel or fully refund an order before it ships, the fee is refunded too.

11. Returns and refunds

Our refund policy sets out the details. In short:

  • You can return or exchange unused items in their original condition within 30 days of delivery.
  • Food, candy and opened cosmetics cannot be returned.
  • You pay the return postage, and the original shipping is not refunded, unless the item is faulty or we made a mistake.
  • Faulty item, or our mistake? Send us a photo within 7 days of delivery and we replace it or refund you in full.

12. The limits of our responsibility

  • The most we can owe you for any order is the amount you paid for that order.
  • We are not responsible for indirect losses or for events outside our control.
  • Nothing in these terms limits our responsibility where the law does not allow it to be limited, and nothing takes away rights that consumer law in your country gives you and that cannot be signed away. If you live in the European Economic Area or the United Kingdom, that law may give you more protection than sections 7 to 9, and it applies to you.

13. If something is wrong, write to us first

Email support@icelandicstore.is with your order number. A person answers, Monday to Friday. Please give us the chance to sort it out before you dispute a charge with your bank or card company.

14. Using this website

The text, photographs and designs on this site belong to us or to our suppliers. Please do not copy them for commercial use without asking. Do not misuse the site, for example by trying to break into it, scraping it or placing false orders.

We work to keep the site accurate and running, but we cannot promise that it is always available or free of errors. Links to other websites are there for your convenience. We are not responsible for what is on them.

When you write a review or send us a comment, you allow us to publish it on our site and in our marketing.

15. Your personal information

Our privacy policy explains what we collect and how we use it.

16. Law

These terms are governed by the laws of Iceland, and disputes are settled by the courts of Iceland. If you are a consumer, you keep the protection of the mandatory laws of the country you live in.

If one part of these terms turns out not to be valid, the rest still applies.

17. Contact

Ísprjón ehf. / The Icelandic Store, Miðhella 4, 221 Hafnarfjörður, Iceland. support@icelandicstore.is

Last updated: 2 November 2026