FREQUENTLY ASKED QUESTION

Account

Is it free to create an account ?

Yes, it is completely free to create an account.

How can I create an account ?

To create an account, simply go to the account creation page and complete the form. You can also create an account during the order process.

How can I edit my account ?

You can edit your account details at any time on the appropriate page. You will need to log in first using your user name and password.

How can I delete my account ?

Unfortunately, it is not possible to delete your account directly online. If you would like to delete your account, please contact the customer care. Our teams will be happy to help you.

FREQUENTLY ASKED QUESTION

Payment

What payment methods are permitted ?

The following payment methods are permitted:

  • Visa
  • Mastercard
  • PayPal

FREQUENTLY ASKED QUESTION

Counterfeiting

I have bought a counterfeit product. What can I do ?

We advise you to contact our Legal team as quickly as possible using the contact form.

I have found a website selling counterfeit products. What should I do ?

Please contact our Legal team using the contact form.

FREQUENTLY ASKED QUESTION

Warranty

Where do I need to send my watch for a repair ?

You may visit our galleries OR contact us for more details.

What does the warranty for my watch cover ?

2 YEARS + 1 YEAR LOCAL WARRANTY

Every Ice-Watch timepiece (EXCEPT best value item with 50% off and above) comes with 2 YEARS LOCAL WARRANTY against defects in material and workmanship with 1 YEAR LOCAL WARRANTY against battery. This warranty covers all parts except the strap. We will not be held responsible for any consequential damages arising from the ownership or use of timepiece.

1 YEAR LOCAL WARRANTY

Every Ice-Watch timepiece (best value item with 50% off and above) comes with a 1 YEAR LOCAL WARRANTY against battery. This warranty ONLY covers for battery. We will not be held responsible for any consequential damages arising from the ownership or use of timepiece.

Is my watch still covered by the warranty if it has already been repaired ?

The watch repaired or replaced under warranty will benefit from the remainder of the warranty period calculated from the original date of purchase thereof. The warranty period is not extended, whether your watch is repaired or replaced.

FREQUENTLY ASKED QUESTION

Order

How can I cancel my order ?

Unfortunately, for technical reasons, it is not possible to cancel orders online. Please contact our Customer Care if you have any further questions. Our teams will be happy to help you.

How can I modify my order ?

Unfortunately, for technical reasons, it is not possible to modify your order online. Please contact our Customer Care if you have any further questions. Our teams will be happy to help you.

Will I receive an invoice ?

Each purchase generates an invoice. During the purchase process, you will be prompted to enter your billing information.

How can I redeem my promo code ?

It couldn't be easier! Simply order a watch and enter your promotional code from during the order process.

How can I send a watch as a gift ?

A gift of an Ice-Watch timepiece is a very good idea! We advise you to purchase the watch from a store or on this website and then deliver it to the lucky recipient in person, as this service is not yet available on the website. The surprise will be all the better.

How can I check the status of my order ?

You can check the status of your order at any time into your account.

FREQUENTLY ASKED QUESTION

Points of sale

Where can I find my nearest store ?

You can find details of all sales outlets in the 'store locator' area of our website.

The store where I purchased my watch is no longer trading. What can I do about any repairs/complaints ?

As Ice-Watch is an international and high-quality brand, to assist you with your issue you can visit any sales outlet distributing our products (list available at this link) for professional advice. You can also contact ourcustomer careif you have any more questions. Our teams will be happy to help you.

What is a flagship or an Ice Store ?

These are sales outlets selling all models of Ice-Watch brand watches. Devoted entirely to the brand, these stores are high-quality ambassadors who will be pleased to assist with any questions.

A store is refusing to repair my watch. What can I do ?

Please contact our customer care or send us a message using the contact form. Our teams will be happy to help you.

FREQUENTLY ASKED QUESTION

Products

My loop is broken. What can I do ?

You can send us a message using our contact form or visit a point of sale distributing our brand. Please provide us with the reference for your watch. You can find this on the steel area on the back.

How can I identify the model of my watch ?

The reference is on the back of the watch, on the steel area.

How can I tell if my watch is still waterproof ?

If you notice any damage or anomalies, avoid all contact with water. Infiltrations of water or humidity can require very expensive repairs. Water condensation under the glass of the watch or on the face indicates that the watch is no longer waterproof and must be repaired by a professional as soon as possible.

What is the lifespan of the battery ?

We use high-quality batteries with a lifespan of 12 to 18 months. Your watch should therefore work for at least 1 year without interruption.

My watch is changing colour/fading. What can I do ?

We advise you to visit a point of sale distributing the brand to have it checked out.

After how long should I check the waterproofness of my watch ?

For a service that involves opening the case, make sure that the waterproofness checks have been carried out, especially if you use your watch frequently in water or a humid atmosphere. We advise you to have your watch's waterproofness checked every year and each time the watch is opened.

What is a collection ?

Within the Ice-Watch brand, all watches divided into collections or families are grouped under a more common term. Ice-Watch brand watches are categorised based on similar styles or designs. You can therefore find the same model/reference/sku in different colours, materials and sizes within the same collection. In other words, different versions of a model within a collection. Each collection reflects a specific style, time of day, activity, mood, desire, taste, etc. We hope that thesecollectionswill help you appreciate our brand.

How can I replace the battery in my watch ?

We advise you to visit a point of sale distributing the brand to have the battery replaced. This replacement may incur a cost depending on your chosen point of sale. If the battery stops working, it is very important to have it replaced as soon as possible to avoid any damage to the mechanism. Only a professional using appropriate tools will be able to replace the battery without damaging your watch.

Can you guarantee that there are no allergens in the watches ?

Our watches comply with European standards. However, it is possible that you may develop an allergy to silicone or another material. Try loosening the strap and/or stop wearing your watch for a few days.  Consult a doctor if the problem persists.

What is a stopwatch/chronograph watch ?

A chronograph watch has an additional mechanism, which you can see on the face, allowing you to calculate the time taken by an event. The aim is to measure an elapsed period of time by starting the system whenever you need it. The chronograph consists of a central hand and can sometimes display minutes and more rarely hours. It is actually designed to measure just short periods of time.

How can I remove or add a link to the strap of my watch ?

We advise you to visit a point of sale distributing the brand to have the size of a link strap adjusted. This adjustment may incur a cost depending on your chosen point of sale. Only a professional using appropriate tools will be able to adjust the strap without damaging your watch.

I have a problem with my skin after wearing an Ice-Watch. What can I do ?

Our watches comply with European standards. However, it is possible that you may be developing an allergy to silicone or another material. Try loosening the strap and/or stop wearing your watch for a few days.  Consult a doctor if the problem persists.

How can I find out the price of a watch ?

Each descriptive sheet for a product shows the price of the watch including VAT.

How can I replace the strap of my watch ?

We advise you to visit a point of sale distributing the brand to have the size of a link strap adjusted. This adjustment may incur a cost depending on your chosen point of sale. Only a professional using appropriate tools will be able to adjust the strap without damaging your watch.

How can I clean my watch ?

You can easily clean the strap of your watch by carefully applying water and an appropriate soap. If your watch needs to be opened for cleaning or for a more extensive operation, only a professional with the appropriate tools will be able to carry this out without damaging your watch.

What is the availability of a model ?

Each descriptive sheet for a product gives you the option of adding it to your basket. If it is in stock, you will be able to add it to your basket.

What does ATM mean ?

The ATM indicates the possible levels of waterproofness for a watch.

Waterproofness:

  • Perspiration

3 ATM:

  • Washing hands
  • Washing a car

5 ATM:

  • Bathing or showering
  • Splashes
  • Rain

10 ATM:

  • Swimming
  • Water sports

20 ATM / 30 ATM:

  • Snorkelling
  • Not suitable as a dive watch!

What does waterproofness mean and how is this calculated ?

Watches are made from mechanical and electronic components which are sensitive to water and humidity. In this context, a watch's waterproofness can be defined as its resistance to pressure under water. When purchasing your watch, it is advisable to check its level of waterproofness to avoid any subsequent disappointment. Waterproofness is measured in a laboratory and in ideal conditions. I.e. at a constant temperature and a state of complete immobility.

What do the sizes of your watches mean ?

The document included on each descriptive sheet for a product allows you to check the available sizes. You can download it at the following address.

Can I wear my watch in water ?

You can refer to the ATM. You can find the ATM for your model on the product sheet. All our watches have a minimum ATM of 3. You can therefore wash your hands or have shower while wearing one of our watches. However, we advise you not to expose your watch to water for too long and/or too often. In particular, in the case of natural material straps (leather, fabric, etc.).

Does waterproofness apply for life ?

Waterproofness of watches applies to a new watch with seals, glass and case in perfect condition. Although waterproofness is ensured during production and proven when the watch leaves the workshops, it is not guaranteed 'for life'. The duration of this waterproofness may vary depending on the watch's features, how it is used and how it is cared for. A round model is less exposed to risk than a shaped model. Normal ageing of the seals that ensure waterproofness is accelerated by thermal shocks or sudden variations in temperature occurring when the watch moves from direct sunlight to cold water or a damp environment.

I have lost my loop. What can I do ?

You can send us a message using our contact form or visit a point of sale distributing our brand. Please provide us with the reference for your watch. You can find this on the steel area on the back.

I can see lines on the leather of my strap. Is this normal ?

We pay special attention to the quality of our products and in particular to leather straps. However, wearing a watch can cause lines to form on the strap. These lines are caused by wear and are completely normal, as leather is a natural and "living" material. This type of line is therefore not covered by the warranty. We use real leather with vegetable tanning which preserves the leather's versatility; giving each item a unique appearance. Any irregularity must be regarded as an intrinsic characteristic.

What can I do to keep my watch in good condition ?

Salt water, acidity from perspiration, perfume and chemical products attack the seals and reduce the duration of waterproofness. We therefore advise you to check the condition of your watch regularly and make sure all the elements that contribute to waterproofness are intact and in good condition: crown, push-button, glass, seals. Do not use the crown or push-buttons of your watch when in water. If your watch has a screw-down crown, always check carefully to make sure the crown has been screwed all the way back in before going into water.

FREQUENTLY ASKED QUESTION

Service

Is there any online help and how much does this cost ?

Please contact our Customer Care if you have any questions. Our teams will be happy to help you. This assistance is completely free.

How much do repairs cost ?

In the event of a problem caused by damage linked to possession, use, mishandling or inappropriate handling of the product, a cost will be charged depending on the store you visit and the extent of the problem. For more information, please contact the store you took the product to or get in touch with our Customer Care.

How long do repairs take ?

The time taken to repair your watch will vary depending on the extent of the problem. We advise you to contact the store you brought your watch to for more information. You can also get in touch with our Customer Care or send us a message using the contact form on this website. Our teams will be happy to help you.

FREQUENTLY ASKED QUESTION

Shipping

How much will it cost to send my order ?

Shipping costs are calculated depending on your order, the delivery method and delivery address. The precise total is calculated during the final step of the order process.

How long is the delivery time ?

All orders are prepared at the latest on the day after receipt of your payment. You will receive an email confirming dispatch. Delivery will depend on which service you selected at the end of the order process.

Can my order be delivered to a different address than my invoice address ?

Yes, when you place your order you can enter a different delivery address to the invoice address.

FREQUENTLY ASKED QUESTION

The brand

Who is Ice-Watch ?

Ice-Watch is definitely worth 60 seconds of your time...

Time has never quite been the same since the arrival of Ice-Watch to the watch market in 2007. A watch whose colourful fashion-focussed and accessible concept would lead to an international, intergenerational and intercultural brand that’s ticking along nicely. Since then it has been constantly ticking away, changing and inventing new collections, with complete transparency. This value is conveyed by its name: ICE.

Its stroke of daring – transforming a watch into a fashion accessory but a chic one at that – could have melted like ice in the sun. On the contrary, it has become one of the coolest successes on the planet. At a time when every minute counts, the Ice-Watch brand ensured its world domination by going out and getting the skills wherever they are. It was a matter of finding the right pace. Its limitless creativity is supported by talented designers based in Belgium and reliable Belgian services, the quality of Japanese movements (Miyota), Chinese expertise in production and assembly, and Hong Kong organisation for the logistics and distribution. It is said that a tree can be judged by its roots: they remain firmly planted in Belgium thanks to the efforts of the Ice-Watch brand’s founder and CEO, Jean-Pierre Lutgen. Marketing, communication, legal aspects and web campaigns are shared between Brussels and Bastogne, where the local presence was boosted in 2014 with the construction of a 6,000 m2 European storage centre. From one cog to the next, from solid teams to dynamic partners, from superb designers to committed distributors, the Ice-Watch brand has given itself the means to constantly grow its presence on an international scale.

As flexibility and responsiveness are encouraged at each level, it’s easy to understand how a simple idea could be transformed into a trendy accessory worn all around the world. Multiple styles: minimalist, sporty, urban, colourful, glamorous, romantic. Multiple materials: Ice-Ramic, silicone, metal, leather. Multiple audiences: men, women, kids and juniors. Multiple desires: 8 to 10 new collections per year, fitted with a screwed back, making them waterproof to 10 ATM. Collector’s models and more targeted models are released thanks to partnerships and prestigious co-branding arrangements (BMW Motorsport, Pantone Universe, Vendée Globe Race). The wide range of Ice-Watch timepieces can adapt to the lifestyle and activities of those who wear them. It’s more than a marketing strategy, it’s the commitment of a brand that’s a legitimate leader in its sector.

The Ice-Watch brand enjoys high visibility, whether on the wrist, in its ‘BeCubic’ presentation box, on social media (4,5 million Facebook fans) or through the vast network of Flagship Stores, Ice-Stores, kiosks and retail points of sale. Ice-Watch collections have generated many different product placements on the international music scene: Black Eyed Peas, Jennifer Lopez, David Guetta, etc.

Their vibrancy has attracted great sportsmen who have acted as ambassadors: world cycling champion Philippe Gilbert, the swimmer Florent Manadou and the DTM championship driver Marco Wittmann behind the wheel of his Ice-Watch BMW M4. The Ice-Watch brand can now boast incredible viewer ratings thanks to the popular weather girl: Tatiana Silva, a beautiful Belgian who now presents the weather on TF1, France’s channel 1.

The worldwide Belgian brand has thus become an enduring household name and will continue to do what it does best: shake up the watch market with affordable prices (starting from €59) and unfailing energy, innovation and the will to boldly go where no other watch brand has gone before...

CHANGE. YOU CAN.

Can I receive Ice-Watch promotional items or goodies ?

To help you as much as possible, please complete the contact form on the website at the following address. Your request will be forwarded directly to the department responsible for goodies and sponsoring in your country. We cannot guarantee a positive response in advance, but please be assured that we will do everything possible to reply to you as quickly as possible.