Changing your mind
If you purchase your products online, you are entitled to change your mind about your order and return it to us. However, there are some important exceptions to this.
We don’t accept returns on perishable food items or items which cannot be re-sold for health reasons once unwrapped.
You can cancel the order up to 14 days after the date of delivery. You then have another 14 days to return the items and we have 14 days to process your refund.
If however, there is a quality issue or an item is faulty in any way, we will happily refund it. Please see our “Faulty products” information below.
For Iceland own brand products we print “Our Promise” on the label. If you aren’t happy with the product please call our Customer Helpline and we will refund or replace the product.
If you are unhappy with the quality of any of the products you have purchased from us, we will happily refund the money back to you or replace or repair the products in line with your statutory rights summarised below.
Please let us know as soon as possible after a fault becomes apparent as your statutory rights to a repair, replacement or refund depend on how long after the delivery you report the fault. We suggest you aim to let us know within 48 hours.
Where possible please retain all packaging. We may ask you for a proof of purchase.
If your product is faulty during its expected lifespan you are entitled to the following:
- Up to 30 days from purchase: you can get a refund
- Up to 6 months: if it can’t be repaired or replaced, then in most cases you are entitled to a refund
- After 6 months: you may be entitled to some money back.
For further information about your statutory rights, please contact your local Citizens' Advice on citizensadvice.org.uk or call 03454 04 05 06.
Simply contact our Customer Helpline on 0800 328 0800 or return the item to store, along with your receipt or another proof of purchase. It is helpful to us if you also have the packaging to hand.
Calls to our Customer Helpline will be free from a BT landline, but your provider may charge you considerably more for calls from other networks or mobiles. Call may be recorded for training purposes.