Returns &
Exchanges
We want you in the right size. Here's exactly how it works.
Last updated 26 July 2026
The short version
| Return window | 30 days from delivery |
|---|---|
| Condition required | Unworn, tags attached, hygiene liner intact |
| Return shipping | Paid by you |
| Refund method | Original payment method |
| Faulty or wrong item | We cover everything |
What we accept
You can return or exchange any item within 30 days of delivery, provided it is:
- Unworn and unwashed
- With the original tags still attached
- With the hygiene liner intact and not removed
- Free of odours, marks, sand, chlorine or salt water
Please try them on over underwear. For health and hygiene reasons we can't accept swimwear back once the hygiene liner has been removed or the garment has been worn in water. This is standard for swimwear and lets us keep prices low.
Return shipping
Return postage is paid by the customer, from Canada or the United States. We don't provide prepaid labels. Use any carrier you like, but we recommend a tracked service — we can't refund a parcel that doesn't arrive.
For US returns, mark the parcel clearly as "Canadian goods returned" on the customs form. Import duty we paid on your original order is not refundable to us and cannot be returned to you; the item price is refunded in full.
The same applies to exchanges: you cover postage in both directions. We'll send you a payment link for the replacement shipping before it goes out.
How to start a return
- Email icecross@theicecross.com within 30 days of delivery. Include your order number and whether you want a refund or a different size.
- We reply within one business day with the return address.
- Post the item back, tracked, at your cost.
- Once it arrives and passes inspection, we refund within 5 business days — or send your replacement.
Refunds
Refunds go back to the card or method you paid with, for the full price of the item. Allow 5–10 business days for it to appear, depending on your bank.
Original shipping was free, so there's nothing to deduct — but we can't reimburse the postage you paid to send the item back.
Exchanges
Wrong size is the most common reason people write to us. Check the size guide before ordering — the waistband is elastic with a drawstring, so there's more room than the measurements suggest.
Stock is limited and some sizes sell out permanently. If the size you want is gone, we'll refund you instead.
Faulty, damaged or wrong item
If something arrives defective, damaged in transit, or simply isn't what you ordered, that's on us. Email us within 30 days with a photo and we'll cover return postage and the replacement, or refund you in full — your choice.
This doesn't affect your statutory rights under Canadian consumer protection law.
Non-returnable
- Items worn, washed, or with the hygiene liner removed
- Items returned after 30 days
- Items without original tags
- Items damaged after delivery
Questions
Email icecross@theicecross.com — we reply within one business day. If you're unsure about sizing before you order, ask us first. It's faster than a return for both of us.
Start a return