Quality Promise

Every piece is inspected by our QC team before it ships. If your piece arrives with a manufacturing defect, contact us within 30 days of delivery and we will repair or replace it.

Inspected before it ships

Each Icevana piece is made in our own Guangzhou factory and passes through the hands of our master jewelers at every stage, from molding to stone setting and final polishing. Before anything is packed, our QC team checks the stones, settings, clasp and finish.

What our Quality Promise covers

A manufacturing defect is a fault in how the piece was made, for example:

• A stone that is missing or loose on arrival
• A clasp that does not close or hold securely
• A broken link or setting
• A visible flaw in the plating or finish on arrival

What is not covered

Our Quality Promise does not cover normal wear over time, damage from accidents or misuse, damage caused by water, chlorine, perfume or other chemicals, loss or theft, or repairs and alterations made by someone else. Our jewelry care guide explains how to keep plated pieces looking their best.

How to contact us about a defect

1. Contact us within 30 days of delivery through our contact page.
2. Include your order number, a short description of the issue and clear photos.
3. Our team reviews your request and explains the next steps for returning the piece.
4. Once we have inspected it, we repair or replace your piece.

Custom and private-label pieces

Custom and private-label pieces are inspected against the design you approved before they ship. If one arrives with a manufacturing defect, the same 30-day promise applies.