GENERAL QUESTIONS
We strive to process and ship orders promptly within 24-48 hours of placement.
Once
your order has been dispatched, you will receive an email notification
containing tracking information. Upon receiving the dispatch email, you
will find detailed tracking information to monitor the progress of your
order. Simply use the provided tracking details to track your package
through our delivery partner's website.
We always strive to deliver your parcel with the best carrier and
service for your country. All information about the shipping times and
rates by country can be found on our shipping page
Returns are processed as quickly as possible, starting with shipment
from your postal office to a consolidation hub and then to our warehouse
for inspection. You can track your return’s status via our Return
Portal. Refunds can be issued with the
original payment method, which typically takes 7-10 business days.
You’ll receive email notifications once your return is processed and the
refund is issued.
Do you need to exchange or return your purchase?
We're here to assist you! You have up to 14 days from the date of
delivery to make your decision. Please note we are not responsible for
paying any customs charges (import duty or tax) on any exchanges. You
will be responsible for all costs and charges associated with returning
your order. Please make sure to keep the proof of shipment until your
order is returned to our warehouse. We are not able to cover any issue
when you are not able to provide a track&trace or proof of shipment.
Exchanging or returning is quick and easy. To find out how to return, please follow the steps from our Returns Portal.
All
returned items must be unworn, unwashed, and in their original
condition with tags attached. Items must be returned in their original
packaging. We do not accept returns on the below products;
- Any underwear garments. (Including socks)
- Perfumes that do not have their original plastic seal in tact
- Certain sale items are marked as Final Sale and are not eligible for refund or exchanges.
- Items that have exceeded the 14-day return period
Any
item that is returned worn or damaged that has not previously been
disclosed to our customer support team will be rejected with their
return void and products destroyed.
Bundles/Multipacks: Bundle
products must be returned as a complete unit, including all individual
items, tags and the original packaging that was included in the bundle.
If any individual items are missing or damaged, the return may be
subject to rejection.
1+1 and 2+1 Deal items: We do not offer
refunds for free items obtained through this promotion. We do not offer
returns on this deal.
Exchanging or returning is quick and easy. To find out how to return, please visit our Returns page and follow the steps to submit your request through our Returns portal.
We offer a variety of payment methods to make your
shopping experience convenient and secure. Here are the payment methods
we currently accept:
Credit or Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, American Express.
Local payment methods: We accept local payment methods in some countries, such as IDEAL, BanContact, or Sofort.
PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
Klarna: Buy Now, Pay Later:
NOTE This payment method is currently unavailable.
Depending on your location, Klarna may be available, allowing you to buy now and pay for your order later.
Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple Pay, Shop Pay, and Google Pay
Gift Cards or Store Credit: If you have a gift card or store credit issued by us, you can use it to pay for your purchases.
Please
note that the availability of payment methods may vary depending on
your location and the specific products you're purchasing. If you have
any questions about payment methods or need assistance with your
payment, please don't hesitate to contact our customer support team.
PRODUCT
We advise you to check the size guide on the product page. You can find
this by clicking on "size finder" which is located right below the size
selector. By doing so, you will find the perfect size for you.
You can leave your Email address on the relevant product page. You can do this by clicking on the 'MAAT NIET OP VOORRAAD?' button when choosing the SIZE. This way you will be automatically notified as soon as the item is back in stock.
Proper care ensures your garments stay in great condition for longer. Here's a guide on how to wash your bottoms and topwear:
Step 1:
Check the Care Label: Before washing any garment, always check the care
label for specific instructions. Different fabrics and designs may
require different care methods.
Step 2: Sort by
Color and Fabric: Separate your garments into light and dark colors to
prevent color bleeding. Additionally, separate delicate fabrics from
sturdier ones to avoid damage.
Step 3: Pre-Treat
Stains: If there are any stains on your garments, pre-treat them with a
stain remover or gentle detergent before washing. Follow the
instructions on the product label for best results.
Step 4: Choose
the Right Washing Cycle: Select the appropriate washing cycle on your
washing machine based on the fabric and level of soiling. Use a gentle
or delicate cycle for delicate fabrics and a regular cycle for sturdier
materials.
Step 5: Use a Mild Detergent: Use a
mild detergent that is suitable for the fabric of your garments. Avoid
using bleach or harsh chemicals, especially on delicate fabrics.
Step 6: Wash
in Cold Water: To prevent shrinking and color fading, wash your
garments in cold water. Cold water is also gentler on fabrics and helps
to preserve their integrity.
Step 7: Turn
Garments Inside Out: Turn your garments inside out before washing to
protect the outer surface and minimize friction during the washing
cycle.
Step 8: Use a Gentle Cycle: If your
washing machine offers a gentle cycle option, use it for delicate
fabrics or garments with embellishments to minimize wear and tear.
Step 9: Air
Dry or Tumble Dry Low: After washing, air dry your garments by laying
them flat or hanging them on a drying rack. If using a dryer, choose a
low heat setting to prevent shrinkage and damage to the fabric.
Step 10: Iron
or Steam as Needed: Once dry, iron or steam your garments as needed to
remove wrinkles and maintain a neat appearance. Follow the ironing
instructions on the care label to avoid damaging the fabric.
By
following these steps, you can ensure that your bottoms and topwear are
washed effectively while preserving their quality and longevity.
To purchase a gift card, simply visit our website and navigate to the
gift cards section. From there, you can choose the desired amount for
the gift card and add it to your cart. During the checkout process, you
can provide the recipient's email address and a personalized message if
you'd like to send the gift card directly to them.
Once the
purchase is complete, the gift card will be delivered electronically to
the recipient's email inbox, along with instructions on how to redeem
it. Recipients can then use the gift card to shop for their favorite
items on our website at their convenience.
We stand behind the quality of our products and aim to address any
concerns or issues promptly. Our warranties typically cover
manufacturing defects and workmanship issues for a specified period from
the date of purchase. However, please note that warranty terms and
conditions may vary between products,
ORDERS & DELIVERY
We strive to process and ship orders promptly within 24-48 hours
of placement. Once your order has been dispatched, you will receive an
email notification containing tracking information. Upon receiving the
dispatch email, you will find detailed tracking information to monitor
the progress of your order. Simply use the provided tracking details to
track your package through our delivery partner's website.
Yes, we offer expedited shipping options for customers who need their
orders to arrive more quickly. You can select expedited shipping during
the checkout process for an additional fee. As we want to provide you
with the best service at all times we even offer free express shipping
over a certain amount. For our customers in the Netherlands we also
offer Same Day delivery if you need your items already today! Visit our
shipping page for rates and lead times per country.
We deliver worldwide. ICON. AMSTERDAM orders are shipped with trusted carriers such as DHL, DPD, UPS and local carriers.
Visit our shipping page for rates and lead times per country.
We don't like to keep you waiting, therefore your order is processed directly from our Dutch warehouse within 24-48 hours after it being placed.
Orders received on weekdays before 23:00 CEST,
are dispatched the same day. Orders placed after this time will be sent
on the following day. Weekend orders are scheduled for shipment on
Mondays.
The estimated shipping duration as stated in the check
out and on our shipping page commences from the day your order is
dispatched.
As we move fast it is not possible to make changes or
cancel your order after it being placed. In case you do require
assistance from us about receiving your order, we are here to assist
you. Please contact our Customer Support team for any inquiries; info@icon-amsterdam.com
Our shipping rates are calculated based on the destination of your order and the total value of your order. Here's what you need to know about our shipping costs:
Domestic Shipping (Netherlands):
For orders within the Netherlands, we offer free shipping on all purchases over €100. Orders below this threshold are subject to a flat-rate shipping fee of €5.99. We utilize reliable local carriers to ensure your items reach you in a timely manner.
European Union Shipping:
For our European Union customers, we offer competitive shipping rates starting from €6.99. The exact shipping cost will be calculated during the checkout process based on your location and the value of your order.
International Shipping:
For orders outside the European Union, we offer international shipping starting from €9.99. Similar to EU shipping, the precise shipping cost will be determined during checkout based on your location and the value of your order.
Expedited Shipping:
Need your order in a hurry? We also offer expedited shipping options for select destinations. The cost for expedited shipping will be provided during the checkout process, allowing you to choose the best option to meet your needs.
Additional Information:
- Please note that Custom Duties and Taxes are included and covered for your order.
- Orders are typically processed and dispatched within 1-2 business days, with delivery times varying depending on your location.
- You will receive a confirmation email with tracking information once your order has been dispatched, allowing you to monitor its journey to your doorstep.
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team. We're here to assist you in any way we can within the constraints of our rapid processing system.
If the item(s) are not to your liking you can always return them within 14 days
During the checkout process, you'll have the option to enter your gift card or voucher code in the designated field. After entering your code, click or tap the 'Apply' button to redeem your gift card or voucher. The total amount will be adjusted accordingly. Once your gift card or voucher has been successfully applied, continue with the checkout process as usual. Review your order details, enter any additional information required, and complete your purchase.
If you encounter any difficulties while redeeming your gift card or voucher, please don't hesitate to reach out to our customer support team for assistance. We're here to help ensure a smooth and enjoyable shopping experience for you.
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
File a Claim: In some cases, if a package is marked as delivered but not received, you may need to file a claim with the shipping carrier. Our customer support team can assist you with this process and provide any necessary documentation.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
Fast and insured shipping ensures your package arrives swiftly and securely. With our expedited shipping options, your order is prioritized for quick delivery, while comprehensive insurance coverage provides peace of mind against loss or damage during transit. Shop with confidence knowing that your items will reach you promptly and safely.
If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process. We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
RETUNS & EXCHANGES
Do you need to exchange or return your purchase? We're here to assist you! You have up to 14 days from the date of delivery to make your decision. Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. Please make sure to keep the proof of shipment until your order is returned to our warehouse. We are not able to cover any issue when you are not able to provide a track&trace or proof of shipment.
Exchanging or returning is quick and easy. To find out how to return, please follow the steps from our Returns Portal.
All returned items must be unworn, unwashed, and in their original condition with tags attached. Items must be returned in their original packaging. We do not accept returns on the below products;
- Any underwear garments. (Including socks)
- Perfumes that do not have their original plastic seal in tact
- Certain sale items are marked as Final Sale and are not eligible for refund or exchanges.
- Items that have exceeded the 14-day return period
Any item that is returned worn or damaged that has not previously been disclosed to our customer support team will be rejected with their return void and products destroyed.
Bundles/Multipacks: Bundle products must be returned as a complete unit, including all individual items, tags and the original packaging that was included in the bundle. If any individual items are missing or damaged, the return may be subject to rejection.
1+1 and 2+1 Deal items: We do not offer refunds for free items obtained through this promotion. We do not offer returns on this deal.
Exchanging or returning is quick and easy. To find out how to return, please visit our Returns page and follow the steps to submit your request through our Returns portal.
Returns are on your own cost depending on the courier and the country you return your package from.
Returns are processed as quickly as possible, starting with shipment from your postal office to a consolidation hub and then to our warehouse for inspection. You can track your return’s status via our Return Portal. Refunds can be issued either to a digital gift card, which is the fastest option (2-3 business days after processing), or to your original payment method, which typically takes 7-10 business days. You’ll receive email notifications once your return is processed and the refund is issued.
PRESS & CAREERS
For any press enquiries, please contact us at press@icon-amsterdam.com.
Great to hear that you are interested in working at ICON. Amsterdam! Please send us a message at careers@icon-amsterdam.com and we will get back to you as quickly as possible.
CONTACT
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.
Contact: info@icon-amsterdam.com or click here
We always aim to answer every question within 48 hours.