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Shipping protection

If something goes wrong on the way, we refund you or send the order again. It is our own promise to you, not an insurance policy.

What it covers

  • Melted chocolate and candy

    Chocolate, candy and other food that arrives melted because of heat on the way.

  • Marked delivered, never received

    A parcel that the carrier says was delivered to your address, but that never reached you.

  • Lost or broken on the way

    Lost in transit or broken by the journey. We sort it out without waiting for the carrier's investigation to finish.

What it costs

3% of the value of the goods in your order, with a minimum of $1.95 . That is about $3 on a $100 order and about $6 on a $200 order.

Your cart shows the exact amount before you add it.

How to add it

Tick the box “Add Shipping protection” in your cart, just above the Checkout button. You can untick it again at any time before you pay. It cannot be added after the order is placed.

Back to my cart

If something goes wrong

Use our claim form, or email support@icelandicstore.is with your order number.

  • Melted or broken: within 7 days of delivery, with photos of the goods and the packaging taken when you open the parcel.
  • Marked delivered but not with you: check with neighbours and your mailbox first, as parcels often turn up. Then write to us within 14 days. We check with the carrier and may ask you for a short signed statement.
  • Never arrived: within 45 days of the date we shipped. We treat a parcel as lost when its tracking has not moved for 10 working days and it is not being held by customs.

We choose whether to send again or refund. The most we pay is what you paid for the affected goods, after any discount.

Good to know

Shipping protection does not cover delays, customs holds, import charges, goods your country does not allow in, a wrong or incomplete address, or a parcel that is refused or not collected. A white surface ("bloom") or softening on chocolate does not count as melted. Our own mistakes, like a missing item, are always put right, with or without protection.

It can be used once per household in 12 months, and the fee is not refunded once your order has shipped.

The full conditions are in section 10 of our terms of service.