Frequently asked questions
WHAT ARE THE PAYMENT OPTIONS?
PayPal: the most convenient payment method in the world
iCave primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard, VISA, American Express, Discover, and bank transfer (debit card).
We also accept payments securely by debit and credit cards via Stripe, Stripe checkout accepts credit cards, mobile payments, and other international payment methods.
“Powered by Stripe”:
“Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent and secure level of certification available in the payments industry.”
WHAT IS YOUR RETURN POLICY?
You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
If you have any after sales issues, please contact us and we will offer you a solution according to your case.
Contact Number: 07821701234
We will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-5 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-5 business days upon receiving your returned item. After this the refund time will depend on the payment method.
Please see below for details:
PayPal refunds may take up to 48 hours to process and appear in your account.
WHAT IS YOUR RETURNS & REFUND POLICY?
14 Day Refund Policy
For your peace of mind, our full refund policy lasts 14 days from the day your purchase arrives. If for any reason you decide that you no longer require your purchase you can return it to us for a full refund. You will be responsible for any costs associated with return delivery.
If more than 14 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund.
To be eligible for a full refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Unfortunately, we cannot accept gift vouchers or used in-ear earphones/Airpods for health and safety reasons.
To complete your return, we require a receipt or proof of purchase. To return your product, you should contact sales@iCave.co.uk
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, any cost of return shipping will be deducted from your refund.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition or damaged or missing parts for reasons not due to our error.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
WHAT SHIPPING METHOD DOES ICAVE USE?
Depending on the product we may use Royal Mail or My Hermes for delivery.
RETURN SHIPPING FEES
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Please consult your local post office to confirm the actual return postage fee. We advise you to use the cheapest tracked shipping method that is available.
WHAT COUNTRIES DOES ICAVE DELIVER TO?
Currently we do not support international shipping. We are based in the UK but do ship to Rep.Ireland also.
iCave prides itself with integrity. If you have any issues or have questions with your order, contact us and we guarantee that we would get back to you with a solution.
Contact Number: 07821701234
IS BUYING SAFE ONLINE?
Your transaction is completely secure, when using our card payment terminal Powered by Stripe or PayPal, the payment information is sent directly to our payment processor via a secure connection (https), we do not actually receive any of your payment details and your details cannot be intercepted by hackers.
WHERE DOES MY ORDER SHIP FROM?
Your order will be shipped from West Yorkshire (U.K)
HOW MUCH DOES SHIPPING COST?
We strive to maintain low shipping costs. The shipping price associated with each item is displayed at checkout. The cost varies depending on the size, weight and destination of your order. Since items may ship from multiple merchants, shipping costs are applied separately by item ordered.
HOW LONG WILL IT TAKE TO GET MY PACKAGE?
Orders sent by Royal Mail generally take 3-5 working days to arrive, Orders via Express Shipping generally arrive within 1-2 working days. We do not process any orders between the hours of 5pm on a Fri, through to 9am on a Monday, nor on public holidays, so please allow this extra time when estimating your delivery time.
HOW DO I PLACE AN ORDER?
To place an order online, simply navigate to the page for product(s) you are interest in and click the ‘Add to Cart’ button. You will be presented with the option to review your basket or checkout straight away. Enter your details and complete the transaction. You will be notified if the order is successful.
HOW CAN I CANCEL OR CHANGE MY ORDER?
During the working week, orders can be processed and despatched within an hour or two, in that time you are able to cancel an order by visiting the order page (see footer menu) and choosing to cancel the order. Alternatively, you can contact us via the support page and quote the order number asking for a cancellation. If your order is despatched before your cancellation request is received, you will need to contact us.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You do not need an account to place an order, but without creating an account you can’t access the account page and manage your orders. You do not need an account to return an item.
HOW CAN I TRACK MY ORDER?
If you want to check the delivery status of your order, you can find the most updated tracking information by visiting the Order History page.
If you have any other questions about the status of your order, you can contact us