SERVICE AND REPAIR

The Icebug Customer Service team provides guidance to our customers on how to care for their shoes, depending on wear and tear and different styles and materials. We offer our customers sustainable service options to extend product lifetime by revitalizing their shoes with replacement parts, such as new laces, insocks, studs, hooks, and zipper pulls.

We encourage customers to visit their local shoemaker or repair shop to repair shoes with minor defects, where the shoes are otherwise in a good condition and functionality remains or can be restored. Icebug offers reimbursement for minor repairs to prevent the customer throwing away or replacing the shoes. We always look at which pieces on a shoe could be replaceable to prolong a shoe’s lifetime and we offer these spare parts to our customers at no cost. A good example of aftercare is the replacement of lost studs. We provide replacement studs free of charge and have a simple and successful method for inserting them. A how-to guide on shoe care is provided on our website. At Icebug, we actively try to keep repairs as environmentally friendly as possible. By supplying retailers and shoemakers with spare parts, we eliminate unnecessary shipping from/to end consumers who could have a repair carried out locally. The packaging used to send out spare parts has been updated to favor paper materials over plastic. Small improvements like these are in line with one of Icebug’s core values – being part of the whole. Icebug users should know and feel that we help them contribute to a sustainable future by prolonging the life of their shoes. In cases where a product cannot be fixed, detailed records are kept of all claims so that carryover styles, and new developments are improved in terms of longevity, material, comfort and usability.

By Peter Sandblad, Customer Service Representative