How do I make an order?
Choose the product category that you are interested in. Click on the link next to the 
-image for more detailed information about each item. Enter the number of items you would like to purchase and click Add and then Continue.
To proceed to payment, click Continue in you basket. Fill in your contact and credit card details and confirm your purchase (or booking). Note that a mandatory freight cost has been added to your order.
Please make sure that you have filled in a correct e-mail address, otherwise you will not receive your order confirmation.
If you wish to order items and pick them up when arriving to ICEHOTEL, send a e-mail to shop@icehotel.com instead of ordering online.
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Can I order via mail/phone/fax?
No, only via directly online. Unless you want to pick up your order at ICEHOTEL, then you can send us an e-mail instead.
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Where do I find the product description?
Look for the -image. Next to it is a link, click it and you will find more information about the product.
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How long is the delivery period?
14 days within the European Union, 7 days within Sweden.
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How much is the freight cost?
150 SEK per order.
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Why do you not deliver outside the European Union?
Our online store is still on a trial basis, we want to start off small and develop the service step by step. Therefore it is important that you let us know if you are missing something, your feedback is appreciated. Send your thoughts to shop@icehotel.com.
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How do I make a payment?
We accept Visa, MasterCard and American Express credit card as payment method. You card details are not stored and there are no credit card charges.
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Is it safe to use my debit/credit card?
All communication is decrypted by DIBS who are PCI certified by Visa/MasterCard SecureCode or using an e-card for shopping online. Your personal details are protected; we follow all rules and regulations for ensuring your safety online. Your card details are not stored and we don’t have any card charges.
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My payment is not accepted, what's wrong?
Did you fill in the correct card details? Is there enough funds on the account? Is your card connected to Verified by Visa/MasterCard SecureCard (contact your card issuer for more information)? If the answer is yes to all questions, contact us and we will assist you with your order. Please make a note of any error message that you might have encountered.
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I haven't received an order confirmation.
Maybe you didn’t fill in an accurate e-mail address or that the confirmation mail were stopped by your spam-filter. Take a look amongst your spam mail and if it’s not there, contact us and we will help you. Please specify when you placed your order, what items and the total price.
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Can I see my order status?
No, not for the time being.
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Can I add items to a previous order?
No, since we pack your order just within the hours of receiving it, we can not guarantee that it could be possible.
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I'm having second thoughts and want to cancel my order, can I do that?
You can return the item/s within 14 days and be fully refunded except for the freight cost. If you do not collect your order, you will be charged 299 SEK for freight and administrative costs.
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How do I return my item/s?
When you have received your order and find that there’s something wrong with it; damaged or any kind of error or you have changed you mind regarding your order – you have to contact ICEHOTEL Shop within 14 days from the day you made your order. We need to know why you have regretted the purchase or what the damage is. Keep you order confirmation at hand so that we can easily trace your order. We will provide you with a return address.
The return freight is always paid by the customer. If the item is in essentially unchanged condition, you will be fully refunded – except for the return freight.
It is your responsibility that the item/s and their original packaging are returned to us in an unchanged condition. Make sure that the item/s are well wrapped up. If something should happen to the item/s even though well packaged, the post office is liable in damages. Before approving your return, we need the check the item/s. When approved, you will be repaid with exception for the freight cost. If the returned goods are not to our satisfaction, you will be charged for the item/s and freight.
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How do I contact you?
You can e-mail us at shop@icehotel.com or phone +46 (0)980-668 66. Our phone hours are 10 am to 4 pm, Monday to Friday.
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