Our verdict
A big hip-hop jewelry store with about 15,000 Trustpilot reviews — but no company name, three different stories of where it's based, and pages that disagree on the return window and the warranty.
Visit HelloiceThe bottom line. Helloice publishes a Hong Kong ‘design and manufacturing headquarters’ address4 but no company name4,5,6, and tells two other origin stories — founded in Miami in 2017, or run from a main office in Los Angeles1,3 — on a domain registered in 20157. Most pieces are 18k-plated steel or brass set with cubic zirconia or moissanite1,2,3, mostly under $1008, and Trustpilot shows about 15,000 reviews for helloice.com9. It scores low because its own pages contradict each other — 30-day returns in the policy but 45 in the FAQ3,10, a ‘lifetime warranty’ on the home page but one year in the FAQ2,3 — and because returns are at your cost, with postage also deducted on free-shipping orders10, personalized pieces can’t be returned10, cancelling after two hours costs 20%10, and shipping insurance isn’t mentioned3,10,11.
What we like
Watch out for
- No company named, and three different stories of where it’s based1,3,4,5,6
- Return window 30 or 45 days, warranty lifetime or one year — depending on the page2,3,10
- You pay return postage, and it’s deducted again on free-shipping orders10
- 20% fee to cancel after two hours; personalized pieces can’t be returned10
- ‘Diamond’ chains and watches in the menu for cubic zirconia and moissanite pieces3,4
On this page
At a glanceTrust Score breakdownWho is behind HelloiceHow to reach HelloiceReturns & cancellationsShipping & deliveryWarrantyWhat Helloice sells & what it costsPaymentWhat customers sayHelloice FAQUpdate historySourcesOther stores we’ve checked
Helloice policies at a glance
| Return window | 30 days from delivery (the FAQ says 45)3,10 |
|---|---|
| Return shipping | Paid by you; postage also deducted on free-shipping orders10 |
| Can't be returned | Engraved, custom, personalized, photo and final-sale pieces10 |
| Refund | Within 7 working days of arrival, to the original payment10 |
| Warranty | 'Lifetime' on the home page, one year in the FAQ2,3 |
| Resizing | Not offered3,5,10 |
| Processing | 3–7 business days; custom pieces 7–12 days11 |
| Shipping | $7.99, free over $79; 5–10 business days; insurance not mentioned3,10,11 |
| Company named on the site | No: only a Hong Kong address4,5,6 |
How Helloice scores
| Identity & transparency | 10 / 20 Hong Kong address published; Phone and email, no live chat; Domain registered in 2015; No company named; Only a first name ('Leon'), and the FAQ tells a different story |
| Purchase protection | 8 / 25 30 days (the shorter of the two versions); Buyer pays return postage; Postage deducted on free-shipping orders; 30 days in the policy, 45 in the FAQ; Engraved, custom, personalized and photo pieces excluded; No insurance mentioned; No lost-parcel process |
| Warranty & aftercare | 4 / 15 One year in the FAQ (the home page says lifetime); No free maintenance; No resizing; Warranty means exchange, and custom pieces can't be exchanged; no written terms |
| Product transparency | 3 / 8 Sells cubic zirconia and moissanite, not diamonds (doesn't apply); Base metals and plating named, thickness not; Moissanite named in product titles, but 'diamond' used in the menu and blog; No diamonds or precious gemstones (doesn't apply); No sourcing policy |
| Payment safety | 5 / 7 Cards and PayPal; Most items cost under $100 (doesn't apply); Own checkout; card processor not named |
| Reputation | 7 / 15 About 15,000 reviews; scored at 4.0 until the exact score is confirmed; Online-only: scored on Trustpilot, 4.0; Not accredited; rating to be checked; Delay, refund and material complaints |
Not scored because they don't apply to Helloice: diamond grading, appraisal, installments. The other 90 points are scaled to 100 (37 of 90). We are still checking Helloice's BBB profile and confirming its exact Trustpilot score; the score will be updated when that's done.
The same rules apply to every store. How the Trust Score works
Who is behind Helloice
The contact page gives a Hong Kong address in Admiralty as Helloice’s ‘design and manufacturing headquarters’4, but no company name appears in the Terms, the Privacy Policy or on the contact page4,5,6. The About page says HelloIce was founded in 2017 in Miami by Leon1; the FAQ says its main office is in Los Angeles and that it was founded by seven friends3. The domain was registered in March 2015 through Alibaba Cloud7. The Terms say the store is hosted on Shopify5, while the site itself is a custom build2, so parts of the legal pages may be out of date.
All details we checked
| Address | Room 1003, 10/F, Tower 1, Lippo Centre, 89 Queensway, Admiralty, Hong Kong ('design and manufacturing headquarters')4 |
|---|---|
| Legal entity | Not named in the Terms, Privacy Policy or Contact page4,5,6 |
| Founding story (About page) | 'Founded in 2017 in Miami by Leon'1 |
| Founding story (FAQ) | 'Main office in Los Angeles', founded by seven friends3 |
| Domain registered | March 14, 2015, via Alibaba Cloud (Beijing)7 |
| Stores | None yet3 |
| Platform (Terms) | 'Hosted on Shopify'5 |
| Platform (site code) | A custom-built site (Nuxt), with no Shopify code2 |
How to reach Helloice
There’s a phone line on weekdays, Pacific time4, an email address4 and a ticket form with replies promised in 24–48 hours4. We found no live chat2,3,4.
All details we checked
| Phone | 1-867-816-5888, Mon–Fri 9 AM–6 PM Pacific4 |
|---|---|
| [email protected] (filled in by the page script)4 | |
| Tickets | Reply in 24–48 hours4 |
| Live chat | None found2,3,4 |
Returns & cancellations
The return policy allows returns and exchanges within 30 days of delivery10; the FAQ links to a ’45-day return policy’3, so count on 30. You pay the return and reshipping postage, and on a free-shipping order the original postage is deducted too10. Returns should go by post office — a parcel lost with another carrier is your loss10. Engraved, custom, personalized and photo pieces, and anything sold as final sale, can’t be returned or exchanged10. Broken or defective items must be reported within 48 hours of delivery10. Refunds go to the original payment within seven working days of the return arriving10.
Orders go into production two hours after payment; cancelling after that costs 20%, and 50% for custom orders10.
All details we checked
| Return window (Return Policy) | 30 days from delivery10 |
|---|---|
| Return window (FAQ) | '45-day return policy'3 |
| Return shipping | Paid by you; postage deducted on free-shipping orders10 |
| Return carrier | Use the post office; returns lost with other carriers are your loss10 |
| Not returnable | Engraved, customized, personalized, photo pieces and final sale10 |
| Broken or defective on arrival | Must be reported within 48 hours10 |
| Refund timing | Within 7 working days of arrival, to the original payment10 |
| Cancellation | 20% fee after 120 minutes; 50% for custom orders10 |
Shipping & delivery
Orders are processed in three to seven business days, custom pieces in seven to twelve11. Standard shipping by YunExpress takes five to ten business days and costs $7.99, free over $79; DHL express is $4011. Neither shipping insurance nor what happens to a lost parcel is described3,10,11.
All details we checked
| Processing | 3–7 business days; custom 7–1211 |
|---|---|
| Shipping | Standard (YunExpress) $7.99, free over $79, 5–10 business days; DHL $4011 |
| Shipping insurance & lost parcels | Not described3,10,11 |
Warranty
The home page promises a lifetime warranty — ‘we’ll fix or replace it for free’2. The FAQ instead points to a one-year warranty, under which Helloice exchanges a faulty piece3; since exchanges aren’t offered on custom pieces10, count on one year and on non-custom items only. There are no written warranty terms beyond that, no free maintenance1,2,3,10, and no resizing3,5,10.
All details we checked
| Warranty (home page) | 'Lifetime warranty — fix or replace it for free'2 |
|---|---|
| Warranty (FAQ) | 'One-year warranty'; exchange within the warranty period3 |
| Plating | 'Will not fade off if you take care of your jewelry'3 |
| Free maintenance | None offered1,2,3,10 |
| Resizing | Not offered (the returns page only says returned items must not be resized)3,5,10 |
What Helloice sells & what it costs
Most pieces are 316L stainless steel or brass with five layers of 18k gold plating, thickness not given1; there are also 925 silver pieces and some solid 18k gold3. The FAQ says the finish ‘will last for several years’ and that SGS verified the quality, without showing a report3. The FAQ names cubic zirconia as the main stone, then praises ‘lab-created sapphire’ in the same answer3; moissanite pieces are named as moissanite2 and come with GRA cards14 — but the menu calls whole sections ‘diamond chains’ and ‘diamond watches’4, and Helloice’s own materials article calls the stones ‘diamonds’14. The US sitemap lists about 4,300 products8; 21 of the 24 we sampled cost under $1008, and the home page shows moissanite tennis chains up to $7992.
All details we checked
| Materials | 18k gold plating (five layers, thickness not given) over 316L steel or brass; some 925 silver and solid 18k gold1 |
|---|---|
| Solid gold option | Both solid 18k gold and gold-finished pieces3 |
| Plating claims | '5 times 18K gold finish', 'will last for several years', 'verified by SGS' (no report shown)3 |
| Stones (FAQ) | 'Main stone type is cubic zirconia' — the same answer then praises 'lab-created sapphire'3 |
| Stones (product names) | Moissanite pieces are named as moissanite2 |
| Moissanite certificates | 'GRA certification' (a moissanite card, not a diamond lab report)14 |
| 'Diamond' in the menu | Menu sections called 'Diamond chains' and 'Diamond watches' for CZ and moissanite pieces4 |
| 'Diamonds' in Helloice's materials article | The stones are called 'diamonds'14 |
| Product pages in the sitemap | 4,259 (US sitemap)8 |
| Prices in our sample of 24 product pages | $19.99–$199.99; 21 of 24 under $1008 |
| Prices on the home page | From $39.99, mostly under $100; moissanite tennis chains up to $7992 |
| Sourcing policy | None published1,3,14 |
Payment
Helloice takes cards, PayPal, Klarna’s four-payment plan, Apple Pay, Google Pay and Trustly12. It says payments are ‘handled by PayPal and credit card company’3; the card processor isn’t named.
All details we checked
| Payment methods | Cards, PayPal, Klarna, Apple Pay, Google Pay, Trustly12 |
|---|---|
| Who processes payments | 'Handled by PayPal and credit card company'; card processor not named3 |
What customers say
Trustpilot shows about 15,000 reviews for helloice.com; Google’s snippets show it both as a 4-star rating and as ‘Excellent, 4.5’9, and the company replies to every negative review13. The separate helloice.co.uk profile rates 1.5 out of 5 from 55 reviews, with reviews saying a ‘925 silver’ piece was magnetic and that only partial refunds or coupons were offered15,16. BBB lists HelloIce in Los Angeles as not accredited17; its latest review, titled ‘Fraudulent Scam – Buyer Beware’, is about an order still ‘processing’ after 17 days17. On Reddit’s r/jewelry, a reply calls it costume jewelry and warns about the return policy18.
All details we checked
| Trustpilot (www.helloice.com) | About 15,000 reviews; Google shows it both as a 4-star rating and as 'Excellent, 4.5'9 |
|---|---|
| Trustpilot TrustScore (another snippet) | 'Excellent, TrustScore 4.5'9 |
| Trustpilot replies | Replies to 100% of negative reviews, usually within 24 hours13 |
| Trustpilot (helloice.co.uk, 55 reviews) | 1.5 out of 5; a buyer says a '925 silver' piece was magnetic and only partial refunds were offered15 |
| Trustpilot (helloice.co.uk): a 1-star review | 'Spent over £200 on a 925 silver, the body of it is magnetic'16 |
| BBB status | Not BBB accredited17 |
| BBB (Los Angeles profile) | Not accredited; latest review titled 'Fraudulent Scam – Buyer Beware' about an order stuck in processing17 |
| Reddit: 'Is hello ice legit, seen a lot of mixed reviews' (r/jewelry) | Called costume jewelry; one reply warns of a 'shady return policy'18 |
Official social profiles
Linked from Helloice’s own website, so these are the brand’s real accounts.
Alternatives to Helloice
- Voogmechic — Moissanite jewelry with free insured shipping and moissanite labeled as such
- Italo — Sterling silver rings with lab-created stones and a published office address
Helloice FAQ
Is Helloice legit?
It’s a large, long-running store with about 15,000 Trustpilot reviews9 and a domain from 20157. But it names no company4,5,6, gives three different locations1,3,4, and its pages disagree on the return window and the warranty3.
Is Helloice real gold?
Mostly not: most pieces are stainless steel or brass with 18k gold plating1. Helloice says it also sells solid 18k gold pieces3.
Are Helloice diamonds real?
No — the FAQ says the main stone is cubic zirconia3. Moissanite pieces are named as moissanite2; Helloice says they come with GRA cards and pass diamond testers14. Watch out for menu sections called ‘diamond chains’4.
Where is Helloice located?
It depends on the page: the contact page gives a Hong Kong headquarters address4, the FAQ says its main office is in Los Angeles3, and the About page says it was founded in Miami1. There are no physical stores3.
How long does Helloice take to ship?
Processing takes three to seven business days, seven to twelve for custom pieces11, then five to ten business days by standard shipping or four to six by DHL11.
Does Helloice have a lifetime warranty?
The home page says so2, but the FAQ points to a one-year warranty3. With no written warranty terms, count on one year.
Does Helloice jewelry tarnish or turn green?
Helloice says it won’t turn your skin green and that the finish lasts several years3. Most pieces are plated, and the plating thickness isn’t given1.
How we score stores
The Trust Score adds up 100 points across six areas: identity & transparency (20), purchase protection (25), warranty & aftercare (15), product transparency (15), payment safety (10), reputation (15). Every point is tied to a fact we can link to, and the rules are the same for every store. Read the full methodology.
90+ Excellent · 75–89 Trustworthy · 60–74 Mostly reliable · below 60 Proceed with caution. Ratings from other platforms are summarized in our own words with a link; we don’t copy reviews.
Update history
- Oct 29, 2026 — First published, before our editor’s review. Every fact checked against Helloice's pages as they read that day, viewed as a US shopper.
Researched and written by the Trusted Jewelries team. Every fact is checked against its source by our software. Our editor, Valentina Di Roberto, hasn’t reviewed this Trust Check yet; once that’s done, the editor’s name and the review date will appear here. Stores can’t pay for a review or a score. Found a mistake or a policy that has changed? Tell us and we’ll correct it.
Sources
All pages were read on Oct 29, 2026. Store policies change — check the store’s current terms before you buy.
- Helloice — Learn More About Helloice – Helloice
- Helloice — home page
- Helloice — Find Answers to Your Questions In Helloice's FAQ – Helloice
- Helloice — Contact Helloice | Customer Service & Support
- Helloice — Helloice Terms of Service
- Helloice — Helloice's Privacy Policy & Various Conditions – Helloice
- Domain registration record (RDAP)
- Helloice product pages, sample of 24 (price as shown on each page), and its US sitemap
- ca.trustpilot.com: Read Customer Service Reviews of www.helloice.com — Google result snippet, Oct 29, 2026
- Helloice — Explore Helloice's Return and Exchange Policy – Helloice
- Helloice — Explore Helloice Shipping Delivery Methods – Helloice
- Helloice — Helloice Payment Methods – Find the Right Option for You – Helloice
- ie.trustpilot.com: Read Customer Service Reviews of www.helloice.com — Google result snippet, Oct 29, 2026
- Helloice — Learn the Truth About Helloice's Materials and Quality
- trustpilot.com: Read Customer Service Reviews of helloice.co.uk — Google result snippet, Oct 29, 2026
- uk.trustpilot.com: Read Customer Service Reviews of helloice.co.uk — Google result snippet, Oct 29, 2026
- bbb.org: HelloIce | BBB Business Profile — Google result snippet, Oct 29, 2026
- reddit.com: Is hello ice legit seen a lot of mixed reviews : r/jewelry — Google result snippet, Oct 29, 2026