I have missing Ice points/transaction?
If you think you have any Ice points or transactions missing, check your Ice account and "Ice statement" including any pending transactions. Some transactions may take up to 5 days to appear in your "Transactions pending", please check the individual retailer page for this information.
If you can’t find your transaction in either "Transactions pending" or your Ice account or you have an unrecognised transaction then please contact Ice Customer Services at email@example.com quoting your full name, email address that is registered to your Ice account and home postcode or call 01892 800380.
Will my Ice points expire?
No, every Ice point issued will benefit the environment. We’ll contact you after three years and ask if you’re planning to spend your Ice points, since you may be saving for something special. If you aren’t planning to spend them or we’re unable to reach you, we’ll donate them to environmental projects.
What does "pending" mean?
When you purchase a product from one of our retailers your transaction will show in the "Transactions pending" section of your "Ice statement" until your order has passed the retailer’s returns period (this period varies for each retailer). Once your order is successfully authorised by the retailer, your transaction will be live in your Ice account and your points will be available to spend. Please note that for some retailers, transactions can take up to 5 days to appear in "Transactions pending".
If you make a purchase with a retailer who is part of The Ice Loyalty Programme with Mastercard, using your registered Mastercard, you points will be in "Mastercard pending transactions". Here you will have the option to spend some Ice points on your transaction. To see more information on how to spend Ice points with Mastercard, click here.
What does "not authorised" mean?
If you return more than 50% of your retailer purchase, the transaction will be updated as "Not Authorised".
For John Lewis & Partners and M&S transactions- If you’ve used a discount code against that order, you’ll need to complete another order that is authorised before you can buy another discount code for John Lewis & Partners or M&S.
What does "not confirmed" mean?
When you see this next to your transaction on your Ice points statement it's means your payment was not completed for this transaction.
When will I get my Ice points?
You’ll receive your Ice points or Ice credit once the transaction has been authorised by the retailer (usually within 5 days) and after any refund period has passed. This varies for each retailer – you can find out more on each retailer’s page.
How long is a retailer's refund period?
Each retailer’s refund period varies. To find out more about each retailer’s refund period, please check their retailer page.
Can my Ice points be transferred to another Ice account?
No, Ice points are non-transferable and non-refundable.
Why did I receive a text/email after making a purchase?
If you have received a text message after making a purchase it is to let you know that your transaction has tracked and that you have points that you can spend to get money back on your purchase.
If you do not have any points to spend your email will advise you that you have collected points on your purchase.
Why did I not receive a text after making my purchase?
We limit the number of text messages that we send to individuals each day so as not to bombard you with too many messages. As soon as we receive the transaction from Mastercard we will send a text message if your purchase is over a certain amount and you will always receive an email.
If you do not receive a text message or email, please ensure that you have made your purchase the correct way in order to collect or spend Ice points with that retailer.
If you didn't receive any communication from us and you think your transaction is missing from your Ice account, please contact Ice Customer Services at firstname.lastname@example.org quoting your full name, email address that is registered to your Ice account and home postcode or call 01892 800380.
How do you know if my transaction has been tracked?
If you made your purchase with your registered Mastercard, your transaction will appear in your Ice account under "Mastercard transactions pending" immediately after you’ve made a purchase. The transaction amount will be confirmed within 5 days by the retailer.
If you made your purchase with an Ice retailer who is not part of the Ice Loyalty Programme with Mastercard, your transaction will appear in your pending transactions in your Ice account up to 5 days after you made your purchase.
If you still cannot see your purchase, please contact Ice Customer Services at email@example.com quoting your full name, email address that is registered to your Ice account and home postcode or call 01892 800380.
I've returned a purchase, what happens to my Ice points?
Back to the top >
If you made your purchase with your registered Mastercard your points will be held in "Mastercard transactions pending" until the refund period for that retailer has expired.
When we receive a refund from Mastercard you will see the refund transaction in your Ice account next to the original transaction. The refund transaction will show the refund value and any adjustment to the Ice discount (if a spend) and Ice points.
If you still have an Ice discount after the refund then your discount will show as a credit on your credit card statement.
You’ll see the refund transaction in your "Mastercard transactions pending" or "Ice statement" once the refund period has finished.
If you made your purchase with one of our other retailers, your points will be held in "Transactions pending" until the refund period for that retailer has expired. The retailer will notify Ice if a refund takes place and Ice will post a transaction to your Ice statement for the refund value and will adjust the Ice points you have either collected or spent. You can view this in your Ice account.