FAQ

Returns through UPS
Before returning goods, please read our return policy. Because returns have a high environmental impact in the form of additional CO2 emissions, we charge a return fee to reduce unnecessary purchases and returns. We will take a 6 EUR return fee when sending back your money for an approved return.

1. Go to our return portal.
2. Select the order, the product(s) to be returned and the reason for the return. (is your return an exchangeorder? Please fill in the original ordernumber)
3. Package the goods carefully, preferably in the original packaging. The product must be unused with all labels and tags intact. If the item is broken in some way, an additional cost for lost value will be charged.
4. Paste on the accompanying return shipping label and submit the package to the nearest mailing agent.
5. Done! Once we have received and approved your return, we will refund your money to the same account or method you paid from.

Are you lacking a return shipping label? Contact our customer service for assistance.

Exchanges through UPS

You can only exchange to another color and/or size of the same product. Exchanges to a different product will be treated as a return.

Before making an exchange, please read through our exchange policy.

1. Contact customer service and inform them you want to make a return. You will receive an exchange form to be filled out and included in the package.
2. Package the goods carefully, preferably in the original packaging, including the return form. The product must be unused with all labels and tags intact. If the item is broken in some way, an additional cost for lost value will be charged.
3. Paste on the accompanying return shipping label and submit the package to the nearest mailing agent.
4. Done! Once we have received and approved your return, we will send out your new products.

Are you lacking a return shipping label? Contact our customer service for assistance.

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If you return one or more product/s from a campaign order, the discount is no longer valid on the products you choose to return.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.

We will refund your money within 20 workingdays after you sent in your return. Your money will be refunded to the same account or method you paid from.

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 will be charged.

Fully or partially utilized gift cards cannot be returned.

Exchanges
You can only exchange to another color and/or size of the same product. Exchanges to a different product will be treated as a return. Note that all returned products must be in their original condition including labels and tags. If the item is broken in some way, an additional cost for lost value will be charged.

NOTE: If you send a return and exchange in the same order, all those items will be refunded. We will then place a new order for you with the item you wish to exchange. You will then receive a new invoice from Klarna for the new item you want to exchange.

For exchanges, we make reservations for the desired products being sold out.

If you have received a defective product or if your product has broken due to a manufacturing defect, we will of course help you.

If you wish to make a product complaint, please fill in the form on "My Pages".
Click on: Returns->Make a return->Claim

Our Customer Service will reach back to you as soon as they can!

We will credit your order as soon as we’ve confirmed the faulty item.

Note that it might take up to 3-4 working days for the amount to appear in your account.

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.

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.