Help – Dry Ice Coolers

How can I contact you?

Call Us: +44 (0)208 004 7662
- Lines are open from 8am to 5pm BST, Mon to Fri

If you have any queries or just need product advice, please drop us a line and we will do our upmost to respond within 24 hours.

How do I make a purchase?

Buying Dry Ice™ products couldn't be easier. Just browse through our product catalogue, select the appropriate style, size and colour of any items you wish to purchase and add them into your shopping Bag.

After you've finished making your selections, click on "Bag" in the top right corner and you will be asked for a few details that we need to process the order.

How much are your shipping and delivery costs?: The shipping fee is dependent on the country we are shipping to and the speed of service you select, and is broken down as follows:

UK STANDARD DELIVERY: > 2 to 4 days - £3.95 - sent 1st Class Royal Mail

UK EXPRESS DELIVERY: > 24 to 48 hours - £8.95 (Mon to Fri, no weekend deliveries)

FOR ANY ORDER OVER £100, WE WILL SUBTRACT £3.95 FROM YOUR SHIPPING COSTS.....THAT'S FREE STANDARD DELIVERY!

Note: we are currently unable to deliver to any BFPO addresses. Please contact support@dryicecoolers.com to discuss your delivery options.

EU STANDARD DELIVERY:

> 5 to 7 business days - £7.95 - sent with Royal Mail International signed for service

FOR ANY ORDER OVER £100, WE WILL SUBTRACT £3.95 FROM YOUR SHIPPING COSTS.

How quickly will I receive an item I have purchased?: All orders received before 3pm, Mon to Fri are sent out the same day. To make sure you get your order safely, all our products are sent first class by registered post and require a signature.

What tax charges will I incur on my purchase?: All prices will include VAT which is currently set at 20%.

Is it safe to purchase something through your website?: Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).

What types of payment do you accept?

You can use any of the types of payment method below on our website:

- Mastercard
- Visa, Visa Electron, Visa Delta
- Switch, Solo
- Maestro
- Amex
- PayPal

What guaranties and warranties come with your products?: First and foremost you get our no quibble 'have your money back in full if not entirely satisfied' guarantee providing the item is returned to us in mint, we can sell it to someone else, condition.

Second you have your statutory rights - and we'd never mess with those.

Plus there is our own manufacturers 12 months warrantee against any defects in materials used or the way it was made.

What is your returns policy?: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable) - Any item not in its original condition, is damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery

Refunds (if applicable)
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 certain amount of days.

Late or Missing Refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at relax@seaestalounger.com.

Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@dryicecoolers.com

Shipping To return your product, you should email support@dryicecoolers.com for a return address details and RMA number.

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.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping items 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 do I do if my purchase arrives faulty or develops a fault over time?: In the odd event that one of our products arrives faulty or develops a fault overtime, we provide a very fair and honest faulty goods return policy.

Please either email a photo of the fault with a short description to support@dryicecoolers.com, or send the item back to us using the exact same steps as above and we will test your product to determine the exact reason for the fault. If this reason turns out to be a manufacturing fault then we will send you out a brand-new replacement. You can't get much fairer than that!