Have a problem, question or feedback for the Iced Jems Shop Team? Simply submit your message below and a member of our customer service team will get back to you.

Unfortunately we are not able to answer all messages asking for baking and cake decorating advice, but this is regularly given over on our Facebook Page.


  • West Midlands Store opening hours: Monday 11am – 4pm, Tuesday 11am – 4pm, Wednesday 1pm – 6pm, Thursday 11am – 4pm, Friday 11am – 4pm, Saturday 10am – 4pm, Sunday CLOSED.
  • Order Shipping: For all shipping options please see our shipping page.
  • Order Cancellation: If you would like to cancel your order before it has been shipped please contact us with your order number, name and email address. We can refund your order less any Paypal Fees (which do not get refunded to us by Paypal).
  • Order Returns: Please contact us on the email address listed on your packing note for a refund reference and instructions. We recommend you post all returns via a tracked method as we cannot refund any returns not received. We also do not refund Paypal Fees as these are not refunded to us by Paypal.

You will need to login into the account you use for orders to raise a ticket, alternatively you can create a new account.

Please include your order number in the ticket to allow us to process your request quickly.