Questions & Answers
Do I need to set up an account to place an order?
You don’t need an account to complete a purchase, simply checkout as a guest. However, if you register with us, you can enjoy the following benefits:
- Securely store delivery addresses for faster checkout.
- Track your order up to its dispatch.
- View previous purchases.
- Add items to your wishlist.
Can I add order or delivery instructions to my order?
You will be able to add any instructions before payment at the checkout stage.
I haven’t received an order confirmation email.
Please check your junk mail first, then check if payment has been taken from your account. If money was not taken from your account the order did not complete and we would advise trying again. If you require further assistance please contact customer service.
Can I change my order or add items after the order has been placed?
It is not possible to amend the content of an order once checkout has been completed. If you need to make changes you will need to cancel the order and start again. Alternatively, you can place a new order for any additional items.
If you are a trade customer with a credit account we may be able to make changes up to the point of dispatch depending on the order status. Please contact customer service as soon as possible stating your order number and the changes you require and we will advise if this is possible.
Can I change my delivery address after the order has been placed?
We can amend the delivery address up to the point of dispatch. Please contact customer service stating your order number and the correct delivery address. Provided that the order has not already been dispatched we will update the delivery address for you.
Once the order has been dispatched it is not possible to make a change to the delivery address.
How do I know if my order has been dispatched?
You will receive an email notification confirming your order has been shipped. You can also check the progress of your order by visiting the orders page in your account.
Where is my order?
If you have placed an order successfully and received an order confirmation from us, but you have not received your order within the estimated time, please contact customer service and include your order number so that we can investigate.
How can I cancel my order?
If you decide to cancel your order for any reason following payment and before dispatch, you should notify customer service and include your name and order number. Upon receipt, we will cancel your order and process a full refund of the price paid, which will be credited to the original method of payment. A confirmation will be sent to you once the cancellation has been completed.
If your order has already shipped and you are a consumer and not a trade customer then you have the right to return the items when you receive them, subject to some conditions. See details here.
What currency can be used for payment?
All payments are made in Pound Sterling (GBP).
What methods of payment do you accept?
We accept all major debit and credit cards, PayPal, Apple Pay, and Google Pay.
My transaction has failed, what should I do?
Please check that the billing address entered on your order is the same as the billing address for your method of payment.
Is my payment information secure?
Payments on our site are processed using Stripe a secure and trusted online payment gateway. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
- Taxes & Duty
Taxes and duties are calculated according to your delivery destination. Make sure you select your delivery country in the shopping bag in order to view the correct local pricing, delivery times and delivery costs.
Will I be charged VAT?
UK VAT will be applied to orders delivered within the United Kingdom, excluding the Channel Islands.
When you select a delivery address outside the UK prices are displayed excluding VAT and the UK VAT rate of 20% will NOT be charged at checkout.
Will I have to pay import duty and taxes on my order?
Orders for delivery outside the UK are shipped on a DAP (Delivered-at-Place) basis, which means that all relevant import taxes and duties are the responsibility of the buyer.
- UK Delivery
How much does delivery cost?
UK delivery is free for all orders over £20.
Orders under £20 will incur a £3 delivery charge.
These rates do not apply to trade customers. Delivery rates for trade orders can be found here.
How long will it take for my order to arrive?
We aim to ship all orders within 24 hours of receipt Monday to Thursday. We do not dispatch orders on Friday, Saturday or Sunday.
UK Standard delivery is typically 1-2 days.
UK Priority delivery is a next-business-day service (you must order before midday Mon-Thur).
How will my order be delivered?
UK orders are delivered by Royal Mail or by UPS, depending on the size of the order and the destination.
- Overseas Delivery
Which countries do you deliver to?
Icon ships worldwide. However, the countries we are able to ship to can change and are determined by the carriers we choose and the rules and regulations in force at any given time.
How much does delivery cost?
Delivery charges for overseas orders vary depending on the delivery address and can be viewed here.
How long will it take for my order to arrive?
This will depend on the delivery country, please see full delivery details here.
How will my order be delivered?
Overseas orders are sent Delivered-at-Place (DAP) and are delivered either by Royal Mail or an International Carrier, depending on the size of the order and the destination.
- Returns & Refunds
Do you offer free returns?
We will pay for the return of faulty, damaged or incorrect items received. For all other returns, the customer is responsible for the cost of returning the items to us.
Can I return unwanted items?
If you are a consumer and not a trade customer then you have the right to change your mind. See full details here.
How do I make a return?
See returns information here.
I have received damaged or faulty items.
If you have received a damaged or faulty item please contact customer service and include your order number and photos of the damaged or faulty items. We will contact you to arrange a re-delivery or a refund. You may be required to return the items to us and if so we will forward you a prepaid delivery label.
My order has missing items.
Please contact customer service including your name, order number and details of the missing item(s) and we will arrange a redelivery or refund.
I have received the wrong item.
Please contact customer service including your order number and a photo of the incorrect item(s) received so we can arrange a redelivery or refund. As part of the resolution, we may ask that you return the incorrect item to us at our cost.
When will I receive my refund?
Once we have received your returned goods we aim to process a refund within 2 working days. The refund will be credited back to the original method of payment which will be confirmed by email. Following this you should allow up to 5 working days for the refund to appear in your account; this may vary depending on your bank or method of payment. If you have not received the refund after 10 working days have elapsed, please contact customer service stating your name and order number, and we will investigate for you.
- Your Account
I’m having trouble signing into my account.
Sometimes it’s as simple as relaunching your browser. If that fails you can try resetting your password. If that still doesn’t do the trick please contact customer service for assistance.
What should I do if I forget my password?
Account passwords can be reset here or follow the link on the sign in page. An email will be sent to the registered email address with a link to reset the password. If you are still unable to access your account please contact customer service.
Is my personal information kept private?
How can I delete my account?
Please contact customer service for assistance with deleting an account.
Are your products in stock?
All products listed on our site are held in stock and available to ship. If an item is out of stock this will be shown on the product page and you will not be able to add the item to your bag.
Will this item be back in stock?
There are occasions when items go out of stock. If there is an item you are interested in please contact customer service who will be able to advise you when the item will be back in stock.
Where are your products produced?
All Icon products are designed and printed in the UK.
Do you accept artist submissions?
We do license work for use on our products; if you would like to submit photography, illustrations or design ideas for our consideration please email submissions.
If your work is of interest we will contact you to discuss further. Please note that we have a high volume of submissions and so we are not able to provide feedback if your artwork isn't selected for use.
Whom should I contact regarding website technical errors?
If you’ve noticed something wrong or not working correctly on our website please email customer service.
- Trade / Wholesale
How can I open a trade account?
Our products are sold throughout the world by retailers, distributors and wholesalers. If you are interested in stocking and selling Icon products you can apply for a trade account. You can find details of how to do this here. If you would like to speak to someone in our sales team before registering for an account please contact sales or telephone +(44) 1242 679 800.
How can I get a VAT invoice?
Following the dispatch of a trade order your VAT invoice can be downloaded from your account. Sign In to your account and select the orders page.
How do I apply for a credit account?
You will need to register for a trade account first. Once your account has been activated please email accounts requesting a credit account application and they will contact you to assist.
How do I checkout if I have a credit account?
If you have a credit account with Icon you will have the option to select Credit Account at checkout. Following shipment your invoice will be available for download from your account which will be payable on the agreed terms.