Can I check out as a ‘guest’, rather than signing up for an icebreaker account?

Sure. We get it – creating an account can be a hassle. However, if you plan to visit us again, there are benefits to ordering with your own account – especially if you’re signed up to our loyalty program.

What if my billing address is separate from my shipping address?

No problem. In the billing step of check-out, you’ll have the option to use a different address than the one you provide for shipping. Just find the little checkbox near the top of the billing page.

Why didn’t my coupon or discount apply to my order? 

Most of the time, a coupon will not apply to product that is already discounted, as offers can’t be combined. If you’re having trouble, we’re happy to help sort it out, just get in touch with us below.

Can I order an ‘out of stock’ item as a backorder? 

Sorry if we’ve sold out of what you really wanted. Unfortunately, we cannot accept backorders. Did you know loyalty members get early access to new product? Might help you get a head start next time.

How can I change my username and/or password? 

Just pop over to your account page. You’ll be able to change your info in the personal details section.

Can I cancel my online order?

Once you have placed an order, we cannot cancel or change this. If you have changed your mind about an order, you can make a return by following the instructions on our returns page here.

When will my order ship?

Please allow 1–2 business days for your order to be processed and dispatched. Once dispatched, you will receive an email with your tracking number. Delivery typically takes 3–5 business days after dispatch. Please note that during sale, promotional, or peak periods, processing and dispatch may take longer than usual. Business days refer to Monday through Friday, excluding public holidays.

What is the cost of shipping?

Orders under $99 are charged a flat rate of $10. Orders of $99 or more receive free shipping. For more details on shipping costs, pop on over to our shipping page.

How will my order ship (carrier)? 

All orders will ship with Australia DHL. For more details on shipping options, visit our shipping page.

How long will my order take to arrive?

With everything running smoothly, you can expect delivery within 3-5 business days from the day you place the order. All orders ship from Auckland, New Zealand. For more details on shipping times, head over to our shipping page.

I can’t find my address during checkout. What should I do?

Please ensure that you are entering the correct details and check for any errors. If your address is new , it might not appear in the suggestions. In this case, kindly enter your address manually in the designated fields.

Why am I getting incorrect address suggestions during checkout?

The address suggestions come from a database that might not always be current or complete. If you encounter incorrect or incomplete suggestions, please manually enter your full, correct address.

Can I ship to a PO Box or overseas?

No, unfortunately, from this site we cannot ship to a PO Box, parcel lockers or any address outside of Australia. If you’d like to ship to New Zealand, Canada, USA, Great Britain, or most European countries, use our  location picker  to choose where you’d like to ship to.

How can I track my current order?

Once your icebreaker order has been shipped, we’ll send you an email with your tracking number. Alternately, you can track your order with an order number and email address here, or if you ordered while signed in with an account you can find the shipment and tracking information in your order history.

How long do I have to return an item?

You can return icebreaker that you purchased directly from icebreaker.com as long as it is unworn, unwashed, and in the original packaging with tags attached. We have extended our returns period and this may be returned for a refund for any reason within 30 days from the ship date.

How do I return an item?

Easy - the best place to start a return is on our returns page. That page should have all the info you need but reach out if you need any further help.

When will my return be processed?

Once we receive the returned item(s) it’ll take us a few days to inspect and process your return, at which point we’ll email you to confirm. It shouldn’t take more tha 10 business days.

What is the icebreaker warranty policy?

We stand by the quality of our products, which is reflected in our warranty policy. If your icebreaker garment shows faults in fabric, stitching, or manufacturing within 12 months of purchase, we will replace it. Please do not send your garment before submitting a warranty request and receiving our response.

Complete the form here as soon as possible so we can assess its condition and guide you on the next steps.

How do I make a warranty claim?

The best place to start your warranty request is by filling out the form on our warranty page. It’s one of our longer forms, but the more detail we have, the quicker we can help get it sorted. Please do not send your garment before submitting a warranty request and receiving our response.

What is the nature.rewards programme? How does it work?

It’s our small way of giving back to our most loyal customers. How does it work? To put it as briefly as possible: Members of the programme earn points on purchases and automatically earn rewards when they reach certain thresholds of accrued points. We refer to these thresholds as “tiers”. The higher the tier a member reaches within a nature.rewards year, the greater the rewards they’ll receive.

To find out more, check out our nature.rewards FAQs page.

What is the best way to care for icebreaker products?

Great question. We want everyone to get the most out of their icebreaker. Check out our top tips on the care page.

Where can I buy icebreaker at a bricks and mortar location?

We’d love to see you in-store so you can experience the home of natural. Find your nearest store via our find a store page.

How do I remove myself from your mailing list?

Easy, just click ‘unsubscribe’, found near the bottom of any email you receive from us, and you’re done! Or get in touch with us below and let us know you’d like to be removed from our list.

How do I find out about employment opportunities with icebreaker?

Keen to join the flock? Just pop on over to our careers page to learn more about employment opportunities at icebreaker.

How do I update my email address?

Please reach out to our Customer Service team to update your email address. To prevent any issues, avoid using a work email address and ensure you do not create another Nature.Rewards loyalty account.

How can I ensure I don’t lose my loyalty points when updating my email address?

To avoid losing your loyalty points, we suggest continuing to use your current email address if possible. If you must change it, please contact our Customer Service team for guidance.

Will my order history and loyalty points transfer if I update my email address?

While we can’t automatically merge accounts, our Customer Service team can manually change your email address. Your order history will still be visible under “Orders & Returns” in your new profile, and your loyalty points will be transferred. However, due to technical limitations, the detailed history of loyalty points linked to specific orders won’t appear in the “Nature Rewards Summary” under your new email address.

ecom.au@icebreaker.com

1800 909 151

Monday - Thursday | 8:30am - 5:00pm (AEDT)

Friday | 8:30am - 4:30pm (AEDT)