All You Need to Know
Find answers about our ice, delivery, storage, handling and custom orders.
Product Information
What makes Velour Ice different from regular ice?
Velour Ice is carefully produced for exceptional clarity, clean presentation and consistent dimensions. Our large-format ice is designed to elevate cocktails, premium drinks, events and branded experiences.
Which sizes and shapes are available?
Our collection includes crystal-clear cubes, spheres, diamonds and cylinders in several sizes. Availability may vary by product. Explore our ice collection for the current options.
Can I order custom engraved ice?
Yes. We create custom engraved ice featuring logos, initials, names or other suitable designs. Custom engraving is available by request and depends on the design and required quantity.
Can ingredients be embedded inside the ice?
Yes. Selected edible flowers, fruits, botanicals and decorative ingredients can be embedded inside the ice. Embedded Ice is custom-made and available by request.
Is Velour Ice suitable for consumption?
Yes. Our ice is produced using food-grade water and is intended for use in drinks. Always store and handle the ice according to the instructions on the packaging.
Shipping & Delivery
How is Velour Ice delivered?
Velour Ice is transported under suitable frozen conditions to help maintain its quality throughout delivery. The available delivery method depends on the destination and order size.
What are the estimated delivery times?
Our standard cubes, spheres, diamonds, cylinders and spears are generally available from stock and can usually be prepared for delivery quickly.
Custom Engraved Ice and Embedded Ice are made to order, so lead times depend on the design, quantity and current production schedule. The expected delivery date will always be confirmed with your order.
What should I do immediately after delivery?
Place the ice in a freezer immediately after delivery and store it continuously at –18°C or below. Keep the original packaging sealed until the ice is needed.
What should I do if my order arrives damaged or incorrect?
Please contact us immediately after delivery and include your order number and clear photographs of the issue. We will review the situation and help find an appropriate solution.
Storage & Handling
How should I store Velour Ice?
Store the ice continuously at –18°C or below in its original sealed packaging. Keep it away from strongly scented products to preserve its clarity, taste and overall quality.
How long does Velour Ice remain at its best?
When stored continuously at –18°C or below in its original sealed packaging, Velour Ice can be kept for an extended period. For the best clarity, shape and overall presentation, we recommend using the ice within six months.
After longer storage, some surface frost, condensation or slight changes in appearance may occur, particularly if the packaging has been opened or the storage temperature has fluctuated. This does not necessarily mean the ice can no longer be used, but its visual quality may be reduced.
Keep the packaging securely sealed and avoid temperature fluctuations for the best possible result.
Why can ice crack when placed in a drink?
Ice can occasionally crack due to a sudden temperature difference between the deeply frozen ice and a warmer drink. This natural reaction is known as thermal shock and does not affect the quality or safety of the ice.
To reduce the chance of cracking, use well-chilled ingredients or let the ice rest for a few minutes after removing it from the freezer before placing it in the glass.
How can I prevent the ice from sticking together?
Keep the packaging sealed and return unused ice to the freezer as quickly as possible. Avoid allowing the ice to soften or partially thaw, as this can cause pieces to freeze together again.
Can thawed ice be refrozen?
No. Once the ice has thawed, it should not be refrozen. Discard any ice that has fully thawed
Orders & Requests
How can I place an order?
Our standard ice products can be ordered directly through the webshop. For Custom Engraved Ice, Embedded Ice or larger orders, please submit a request through our contact form.
Returning business customers, or businesses planning to order regularly, are welcome to contact us directly. We can discuss recurring deliveries, preferred products, quantities and tailored business pricing.
Do you supply both businesses and private customers?
Yes. We supply hospitality businesses, hotels, restaurants, cocktail bars, events and private customers.
Do you offer business pricing?
Yes. Regular business customers and larger-volume orders may qualify for tailored pricing. Contact us to discuss your requirements.
How far in advance should I order custom ice?
Lead times depend on the design, quantity and type of custom ice. We recommend submitting your request as early as possible, especially for weddings, events and larger branded orders.
Can you help me choose the right ice?
Yes. Tell us about the drink, occasion, glassware or presentation you have in mind, and we will help you select the most suitable size, shape or custom option.