Frequently asked questions

 
Coronavirus – Your questions answered here
 

Will deliveries be delayed due to COVID-19?
We are doing everything we can to get orders delivered as quickly and safely as possible, but due to the challenges that Covid-19 has brought to us, there may be some short delays to deliveries. We have temporarily disabled the option to have your order delivered to a drop off points as we're unable to guarantee full service for the time being, especially with the closure of many non-essential shops. We're not able to say at this time when it'll be possible to order to a collection point, but please be assured that we do aim to reopen these as soon as it's responsible and appropriate to do so.

Due to COVID-19 I want to cancel my order
Our ordering system works in real time, so it isn't possible to cancel an order after it has been placed. If you would like to return your order when it arrives, you can send it back to us free of charge, just visit the returns page for easy to follow instructions. We're also now offering an extended returns period of 60 days to make it easier and more convenient for you.

Will my delivery driver leave my parcel outside to avoid face to face contact?
It's important to us that you, your order, our staff and our carriers are safe, so we'll be delivering orders in a slightly different way for a while. Our carriers are implementing a new delivery policy to ensure we're social distancing to protect everybody's safety. Your driver will be sure to not get any closer than 2 metres from you and your signature will no longer be required for the Carrier's device. It’s still very important to us that your order reaches you safely and securely, so packages will not be left outside without your knowledge or permission. You will receive more information and assistance from your driver at the time of the delivery.

I need to return my item but I'm worried it will be out of the 30 day period. Will you be extending this?
To make sure that you can return your order at a time and in a way that it's safe to do so, we've extended our returns period to 60 days. You can read more about this on our returns page, which is also where you'll find any further updates on our returns policy.

 
 

Can I checkout as a “guest”, rather than signing up for an icebreaker account?
Yes, you can checkout as a guest. However, signing up for an icebreaker account allows for a much quicker checkout, as it stores your details for future purchases.

 

What if my billing address is separate from my shipping address?
No problem. You will be prompted to enter separate details for shipping and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.

 

When will my order ship?
Most orders ship within 1 business day of being processed. A business day is Monday-Friday, excluding Holidays.

 

What is the cost of shipping?
Please visit our shipping page for more information on shipping costs.

 

How will my order ship (carrier)?
Please see our shipping page to learn more about our different shipping options.

 

How long will my order take to ship?
Properly completed orders placed prior to 11 am will ship the same business day. An order placed after 11 am will ship the following business day.

 

How can I track my current order placed on www.icebreaker.com?
Once your icebreaker order has been shipped, you can track it by logging onto your account and viewing the shipment and tracking information shown in your order history. You will also be sent a tracking number in your 'Shipment Confirmation' email.

 

Why didn’t my coupon or discount apply to my order?
Coupons must be entered at Step 2 of checkout and cannot be combined with any other discounts or coupons. If the discount or coupon was not applied, please contact us

 

If an item says “Your selected size/colour is out of stock” can I order it and put it on backorder?
Unfortunately, no, we cannot accept backorders.

 

How do I return an item?
Visit our returns page for directions on how to return an item.

 

When will my return be processed?
Please allow 10 business days for our warehouse to inspect your return and process your refund.

 

What is the icebreaker warranty policy?
Please visit our returns page to learn more about our warranty policy and our 100% comfort guarantee.

 

What is the best way to care for icebreaker products?
Visit the care guide on our product information page to learn about the best way to care for your icebreaker products.

 

Where can I buy icebreaker at a brick and mortar location?
Please visit our retail locator page to search for a retailer in your area by zip code, city, or state.

 

How can I change my username and/or password?
You can edit your account details at the my account page.

 

How do I remove myself from your mailing list?
Each email you receive from us has an “unsubscribe” link at the bottom of the email that will remove you from our email list if you click on it. You can also contact us.

 

How do I find out about employment opportunities with icebreaker?
Please visit our careers page to learn more about employment opportunities at icebreaker.

 

Klarna - What should I do if I want to cancel my order?
Please contact the customer service team.

 

Klarna - I have cancelled my order. How long will it take until I receive my refund?
As soon as the store have registered your cancellation or your return, the repayment will be processed within next 14 days.

 

Klarna - How will I be refunded?
The refund will be made back to the same card you made the purchase with.

 

Klarna - How old do I need to be to use Klarna?
You need to be at least 18 in order to use Klarna as payment option.