FAQ

Return instructions

Before returning an item, please read our return policy. Since returns have a large environmental impact in the form of extra CO2 emissions, we charge a return fee as a step in reducing the number of unnecessary purchases and returns. When issuing a refund for an approved return, we charge 6 EUR for the return cost.

1. Go to our portal for returns.
2. Enter your order number.
3. Select case type "Return"
4. Choose which products you want to return and for what reason.
5. Select shipping method for your return.
   
   Based on your choice of shipping method, you will receive:
   
   a) A return label sent to you via email. Print the return label and attach it to the package. Then hand it in to the nearest agent. Remember to check your spam inbox if you do not receive an email with a return label.
   
   b) A QR code sent to you via email. Take the email with the QR code and your package to the agent where they will scan the QR code and print a return label for you.
   
   
6. Pack the package well, preferably in its original packaging.
   
   
7. Done!

Please note that if the garment is not in a condition to be sold as is, an additional fee for lost value can be charged.

Once we have received and approved your return , we will issue your refund based on your preference (gift card or refund). From the time our warehouse has received your return, it can take between 3-5 working days for it to be processed.

If you have any questions or concerns regarding your return or our return portal, please contact our customer service, and we will assist you.

Instructions for exchange

Before making an exchange, please read our exchange policy.

1. Go to our exchange portal .
2. Enter your order number.
3. Select case type "Exchange"
4. Select the product to which the case applies and indicate which product you want as replacement.
5. Fill in the reason for your change.
6. Select the shipping method for sending back the product you want to exchange.
   
   Based on your choice of shipping method, you will receive:
   
   a) A return label sent to your email address, print it and attach it to the package. You can then drop off the package at your nearest agent. Remember to check your spam folder if you do not find the email with the return label in your inbox.
   
   b) Take the email containing the QR code along with your package to the agent. They will scan the QR code and print a return label for you.
   
   
7. Pack the package well, preferably in its original packaging.
   
   
8. Done!
   

Please note that if the item is not in a condition to be sold as is, an additional fee for lost value can be charged.

As soon as we have received and approved your exchange, we will ship your new order, containing the requested item that you have selected. From the time our warehouse receives your returned item, it can take between 3-5 working days for the new item to be shipped.

When your order with the new replacement item has left our warehouse, you will receive a delivery confirmation via email with a tracking link. The email is sent to the email address you provided at the time of purchase.

If you have questions or concerns about your exchange or our portal for exchanges, contact our customer service and we will help you.

Returns of 2-for-1 promotions
Partial returns of a promotion are non-refundable. For a full refund, you must send back all products included in the promotion.

Returns of sets
Partial returns of sets sold at set price are non-refundable. For a full refund, you must send back the entire package.

Returns of other promotions
If you return one or more product/s from a campaign order, the discount is no longer valid on the products you choose to return. Other discounts are still valid on any products you keep.

Examples of promotional orders are discount codes or time-limited sales. The offer expires once the order is placed and cannot be reinvoked.

Once we have received and approved your return, we will process the refund according to your request (gift card or refund).

Please note that it can take up to 7 working days for the carrier to deliver your return to our warehouse. After that, it can take between 3-5 working days from the time our warehouse receives your return until it is processed and approved.

Our aim is for customers to be satisfied with the products they purchase from us. When you order from our website, you may cancel your purchase for any reason within 30 days of receiving the product. If you decide to cancel your purchase, you must send the product back to us.

Returns
You must send the product without delay and no later than 30 days after receiving the order. We will take a 6 EUR + VAT (differ between countries) return fee when sending back your money for an approved return.

Note that all returned products must be in their original condition including labels and packaging and tags. Undergarments will not be accepted if the tags have been removed or the seal has been broken. If the item is broken in some way, an additional cost for lost value can be charged.

Fully or partially utilized gift cards cannot be returned.

Exchanges
If you wish to send a return item and an exchange item in the same package you need to contact our customer service, and we will help you with the process.

If the item is broken in some way, an additional cost for lost value can be charged.

Claims

If you receive a defective product or if your product breaks during use due to manufacturing defects, we want to help you as soon as possible, of course.

If you wish to make a claim, follow the steps below.

1. Go to our claim portal .
2. Enter your order number.
3. Select case type "Claim"
4. Select the product you wish to file a complaint about, specify the reason for the complaint, and attach pictures of the defective item.
5. Then select your preferred compensation (new item, gift card or refund)
6. As soon as our customer service has handled and approved your complaint, you will receive the preferred compensation (usually within 2-5 working days)
7. Done!

If you have questions or concerns about your claim or our portal for claims, contact our customer service and we will help you.

As soon as our customer service has handled and approved your claim, you will receive the preferred compensation (usually within 2–5 working days).

Depending on destination, you might have to pay customs and taxes. For all countries outside of EU, taxes and/or customs might apply. Please reach out to your local customs office for more information about what applies on your order.

When your order is shipped from our warehouse you will receive a delivery confirmation with a tracking link. Double check your spam inbox, sometimes the email ends up there.

Have you not received any mail? Contact our support team here.

How long a package will be held without being returned depends on the shipping company you chose at the time of purchase.

Bring
Budbee
DHL
Posti
Postnord
UPS

If you have received the wrong product and/or a product is missing in your order, contact our customer support team with the following information:

- Email address
- Order Number
- Customer name
- Product name on the missing product and/or product name on the mistaken product.

Our support team will get back to you as soon as possible.

If you have made a purchase and still haven’t received an order confirmation we suggest you check your spam inbox, sometimes the email ends up there. If you still miss an order confirmation, contact our customer support team with the following information:

- Email address
- Customer name
- Information that you haven’t received any order confirmation

Our support team will get back to you as soon as possible.

Seamless is a way of making garments. They are often circularly knitted to minimize the number of seams, and also contribute to less fabric waste. Read more about seamless in our blog!

Our own developed Sweattech™ formula is designed to transport moist and sweat away from the body to the fabric surface where it evaporates. This enebles you to keep dry and comfortable during your workout.

Do you want to learn more about how you take care of your ICIW clothes? Click here to see our clothing care guide.

Are you uncertain on how to wash a specific garment? Check under specifications on the product page to find laundry instructions.

We produce our clothe sin both Europe and Asia and work closely with our suppliers to make sure they comply with our Code of Conduct and follow high social and environmental standards. During 2022 we will shift an additional share of our production from Asia to Europe while continuing our work with our existing suppliers to ensure we keep improving together.

The products are then shipped from the factories to our warehouse in Sweden, mostly by train and boat, but occasionally also by flight and road transport when necessary. Our goal is to reduce the share of flight transport to 2% of total transport by 2025.

If you want to learn more about our products, the production, or transport from a sustainability perspective you can read more here.

Click here to see our women's sizing chart.

Click here to see our men's sizing chart.

All our payments go through Klarna.

All questions regarding payment are referred to Klarnas customers service https://www.klarna.com/customer-service

If a discount code doesn't work can depend on the following reasons:

- Discount codes can not be combined and you can therefore only use one discount code at a time.
- You can not use a discount code on sales products.
- If an old discount code is still active and you want to change, you have to clear cookies/history and reload the page.
- Don’t forget to press “OK” to activate the code.
- Check if you are on the right country website, all codes do not work on all countries websites.

If you’re still experiencing troubles with your code and need further help, contact our customer support!

How do I pay with a gift card?
To use a gift card, type the gift card code into the discount code box when checking out.

How long until a gift card expires?
Gift cards are valid for one year from the date of issue.

Please be aware that the gift card will be sent exclusively via email, to the same email address you provided at the time of purchase.

Have you forgotten your password? No worries, click the link below to restore your password.

Restore password

To log in, click the icon at the top of the page. Your username is the e-mail address you used when making your purchase.

Forgot your password? Click here.

You will find your orders, stock alerts, gift cards and wishlists. You also register your returns and claims on My Pages.