Frequently Asked Questions

You can collect Ice from any Ice partner. Please check the partner information for its purchase options, which might include online, telephone, email or in-store.

You collect Ice online when you complete a purchase with an Ice partner via www.myice.com. Each Ice partner has its own section on the Ice website, which will tell you how to collect and spend Ice with that partner. The number of Ice you collect varies by partner; remember to check with each partner when you go to shop.

Please note that to collect Ice for an online purchase, you must go to the partner’s site via www.myice.com – otherwise the partner won’t know you’re an Ice customer.

To collect Ice on telephone purchases, you must provide the partner with your Ice customer number. The number of Ice you collect will vary by partner; you can check the number of Ice you will collect by viewing the partner details on www.myice.com.

When you purchase a product from one of our partners, we automatically calculate how many Ice you have collected for the purchase. These Ice points are then posted into the pending section of your Ice account where they will stay until the partner’s standard returns period has expired. Following this, your Ice is posted into your Ice account and is available for you to spend.

You can spend any amount of Ice as soon as it is posted to your Ice account. You can pay in full with Ice, or mix with a card or cash payment. There are no thresholds; if you have a single Ice point, you can spend it.

You can spend Ice with the same wide range of partners and on the same products and services that you use to collect Ice.

No, but we double the value of the first Ice points you spend. The number of double Ice will vary by partner. Please check the partner information to see how many double Ice points you will receive.

When buying from Ice partners online, you must click on the partner link from www.myice.com. If you visit the partner’s website directly, they will not know you are an Ice customer and you will not receive your Ice.

When buying via the telephone or email you must tell the partner you are an Ice customer and provide your Ice customer number, which starts 633822.

Please check the partner symbols for purchase options.

If you redeem your Ice for a discount with a partner but fail to complete the transaction, the partner holds that discount in a pending state for five days. If you return to complete the transaction within five days, the discount is automatically applied to that purchase. If you don’t shop again with that partner within this period, your Ice will be refunded to your Ice account on the seventh day.

Each time you login you will automatically see your Ice balance in the top right-hand corner of the screen. You can also view your Ice account statement on www.myice.com, which will show your entire collect and spend transactions.

If you have missing Ice you can email us at customerservices@myice.com, write to us at: Ice Customer Services, Calverley House, 55 Calverley Road, Tunbridge Wells, Kent, TN1 2TU or call:01892 552999. Please provide your Ice customer number and confirmation or receipt for your purchase.

No, every Ice point issued will benefit the environment. We will contact you after three years and ask if you are planning to spend your Ice, since you may be saving for something special. If you aren’t planning to spend them or we are unable to reach you, we will donate them to environmental projects.

Your Ice will be held as a pending transaction until the refund period for that partner has expired. The partner will notify Ice if a refund takes place and the Ice will be adjusted or removed from the pending transactions. You can view your pending transaction in your Ice account.

If you have spent your Ice, the partner will refund only the amount you paid to them and notify us to refund the Ice associated with the transaction. However if this exceeds the refund time period specified by the partner, Ice cannot be refunded.