Frequently Asked Questions

Icebox is a family-founded fine jewelry business operating since 1976, based in Atlanta. Icebox offers fine jewelry, watches, engagement pieces, and custom designs, with design, CAD, casting, stone setting, and finishing handled by an in-house team. Learn more on the Our Story page.

The Icebox flagship showroom is at 3255 Peachtree Rd #2, Atlanta, GA 30305, in the Buckhead neighborhood of Atlanta. Current hours: Monday - Friday 11 AM - 6 PM, Saturday 12 PM - 5 PM, Sunday Closed. Holiday hours may vary. See the Atlanta Flagship page to plan a visit.

Walk-ins are welcome, and appointments are recommended for personalized assistance. Booking ahead lets Icebox match you with the right specialist for jewelry, watches, custom projects, or selling and trading. Contact the concierge to schedule a visit.

Call (404) 842-0266, message the team on WhatsApp, or email sale@icebox.com. You can also contact the Icebox concierge and the team will follow up.

Yes. Icebox specializes in natural diamonds and solid gold jewelry, with pieces designed and finished by its in-house team, and pre-owned watches and estate pieces are reviewed individually by buying specialists. If you have questions about a specific piece, the concierge can help before you buy.

Icebox is not an authorized dealer for Rolex or other watch brands. Watches purchased from Icebox include a one-year Icebox warranty in place of a manufacturer warranty. See the Warranty page for coverage details.

Sign in to your Icebox account to view order status and history. A tracking number is emailed when your order ships. If you need help with an order in progress, contact the concierge with your order number.

Contact Icebox immediately if you need to adjust an order. Changes to design, metal color, or diamond quality are generally not possible once production begins, and Icebox sales are final once completed. The sooner you reach out, the more options the team has.

For security reasons Icebox does not process payment over the phone. Orders can be placed online at any time or in person at the Atlanta showroom. The concierge can still answer product questions and help you prepare an order by phone or WhatsApp.

Applicable sales tax is calculated at checkout based on the items in your order and the delivery destination. For United States orders, tax is based on the recipient address.

Icebox uses fraud-prevention screening to protect customers on high-value orders. Some orders are flagged for additional verification before they are processed, and the team may contact you to confirm details. This step protects your payment method and helps orders arrive safely.

Checkout accepts major credit and debit cards, including Visa, Mastercard, American Express, and Discover, along with Shop Pay, Apple Pay, Google Pay, PayPal, and Amazon Pay. Available options are shown at checkout. For wire transfer on qualifying orders, contact the concierge for instructions.

Yes. Eligible customers can pay over time with Shop Pay Installments by selecting Shop Pay at checkout. Available plans depend on the purchase amount and eligibility. See the Financing page for details.

Add eligible items to your cart, check out with Shop Pay, and choose the option to pay in installments. Available plans, APR, and any required down payment vary by order and eligibility and are shown before you accept a plan. Details are on the Financing page.

Payments are processed through Shopify's encrypted checkout, and Icebox does not store your full card details. Orders may also be screened for fraud protection. See the Privacy Policy for how personal information is handled.

Timing depends on the item. In-stock pieces ship promptly after processing. Made-to-order pieces are hand finished and typically ship in 4 weeks. Custom projects follow their own timeline set during design. Tracking is emailed when your order ships, and estimates do not include carrier delays.

Every shipment is insured for its full value, shipped in plain, discreet packaging with no indication of the contents, and requires an adult signature at delivery. If you cannot be available to sign, arrange pickup or delivery management with the carrier rather than asking for the package to be left unattended.

Icebox ships to selected international destinations. Confirm availability for your country during checkout or with the concierge before ordering. Destination duties, taxes, and customs fees are generally the recipient's responsibility unless checkout states otherwise, and international transit can take longer due to customs clearance.

Check your tracking first for carrier updates. If the shipment appears stalled, arrives damaged, or shows signs of tampering, contact Icebox immediately with your order number and delivery details. Icebox will open a carrier investigation, and refunds or replacements cannot be issued until the investigation concludes.

All sales are final and cash refunds are not offered. Eligible items may be exchanged once, within 14 days of the purchase date, for an item of equal or greater value. The complete Returns & Exchanges Policy controls eligibility.

Eligible items must be unworn, unaltered, in original condition and packaging, and accompanied by the original receipt or order number. Every item is inspected on arrival, and pieces showing wear, alteration, or damage are not accepted for exchange.

No. Jewelry can only be exchanged for jewelry. Watches can be exchanged for watches or jewelry. The replacement item must be of equal or greater value, and you pay the difference if it costs more.

Contact Icebox before shipping anything back. The team confirms eligibility and provides an authorization number with return instructions. Ship with a trackable carrier and signature confirmation, insure the package for its full value, and do not describe the contents on the label or insurance paperwork.

Manufacturing issues are handled through the warranty process rather than a standard exchange. Contact Icebox with your order number and photos of the issue, and wait for authorization and instructions before shipping the piece back. See the Warranty page.

An approved refund is applied to the original payment method and the remaining installment balance is updated under Shop Pay Installments and Affirm terms. Interest already paid on an interest-bearing plan is not refundable. See the Financing page.

Measure the circumference of your finger with a thin strip of paper or string, or measure the inside diameter of a ring that already fits well, then match the measurement in the Size Guide. If you are between sizes, wider bands fit more snugly, and the concierge can help you decide.

Yes. Icebox offers complimentary resizing within 30 days of purchase on eligible rings, generally up or down by two sizes from the original. Eternity ring designs cannot be resized. Contact Icebox for authorization and instructions before sending a ring in.

For chains and necklaces, compare lengths against a piece you already wear or measure with a soft tape around your neck at the drop you prefer. For bracelets, measure your wrist and add a small allowance for comfort. The Size Guide covers each length in detail.

Icebox products include a one-year limited warranty from the purchase date covering substantial manufacturing defects in materials or workmanship and normal wear under typical use. It does not cover negligence, misuse, accidental or incidental damage, loss, theft, third-party work, or diamonds larger than 0.10ct each. The full Warranty page controls.

An optional two-year extended warranty may be offered at checkout on eligible purchases, extending coverage beyond the standard one-year limited warranty. Availability depends on the order and item type, and options appear at checkout when eligible.

Contact Icebox with your order number and clear photos of the issue. If the claim is approved you will receive shipping and authorization instructions. Do not ship anything before authorization. After inspection, Icebox repairs or replaces the item at its discretion.

The in-house team offers inspection, professional cleaning and polishing, ring resizing, stone replacement, watch maintenance, and general repair work. Repairs completed by Icebox are warranted against defects in materials or workmanship for six months from the repair date, separate from the product warranty. See Care & Repair.

Store pieces separately to prevent scratching, remove jewelry before workouts or strenuous activity, and avoid harsh chemicals and chlorine. For watches, avoid magnets and water exposure beyond the rating. Bring pieces to Icebox for professional cleaning or inspection when needed.

Icebox creates custom pendants, chains, bracelets, rings, earrings, watches, and one-of-one pieces. Projects range from personal designs and logos to fully bespoke commissions, all produced by the in-house team. See Custom Jewelry for examples.

Submit a request, then meet with the team for a consultation. Icebox develops the design or prototype for your approval before production begins. Once approved, the piece is cast, set, and finished in house, then picked up or shipped securely. Production typically takes 4 weeks after final approval, and complex projects can take longer.

No. An inspiration photo, a rough sketch, a logo, or a simple idea is enough to begin. The Icebox design team turns your concept into a workable design during the consultation and design phase.

Custom projects start at $5,000. The final price depends on the size of the piece, gold weight, the number and quality of stones, and the complexity of the design and finishing. You receive pricing during the design consultation before committing to production.

Custom projects begin with a $1,500 design deposit that is credited toward the final piece when the project moves forward. Once design work begins, the deposit becomes nonrefundable. Start a request on the Custom Jewelry page.

Icebox buys select luxury watches, diamond jewelry, loose diamonds, gold, precious metals, and bullion, including pieces from Rolex, Audemars Piguet, Patek Philippe, Cartier, and other leading makers. Every item is reviewed individually, and an offer is not guaranteed. See Sell & Trade.

Yes. Eligible items can be applied as trade value toward another Icebox purchase, including watches, jewelry, and custom projects. The team can present both a purchase offer and a trade value so you can compare options.

Yes. Icebox makes competitive cash offers based on current market value, with same-day payment options available for many in-store transactions. Visit the showroom or contact the concierge to start.

The buying team evaluates authenticity, condition, materials, and current market demand. For watches this includes model, year, service history, and originality, plus box and papers. For jewelry, diamonds, and bullion it includes metal purity, stone quality, certification, and current market value.

Appointments are recommended and walk-in availability may vary. Bring your item and a valid government-issued ID, plus any boxes, papers, certificates, receipts, or service records you have. Items are still evaluated without documentation, but complete sets often support stronger offers. Most in-store evaluations are completed the same day.

You can start remotely by sending photos and details through the Icebox concierge on WhatsApp, phone, or email. An initial estimate is not a final offer. Final offers are confirmed after in-person inspection at the showroom.

Go to the account page and enter your email address. Shopify emails you a one-time verification code to sign in, so there is no password to create or remember. Your account is created automatically the first time you sign in.

Sign in to your account to see current orders, past orders, and delivery details, and to update your profile and addresses. Order status questions can also go to the concierge with your order number.

Refresh the page, clear your browser cache, or try another browser or device. If checkout or another feature still fails, contact the concierge and describe what happened, including the page and any error message, so the team can help quickly.