FAQs
Question: How can I contact you?
Answer: You may email us at info@iconshoes.com or call 1-888-ICONSHOES (1-888-426-6746). Customer service hours are Monday-Friday, 9am to 5pm Pacific time.

Question: How do I become a Preferred Customer?
Answer: Once you register as a New Member and have created an account. For future visits to the website you will be able to login in under the Preferred Member login.
As a preferred member you are entitled to special discounts, promotions and the first selection of new merchandise offered on www.iconshoes.com.

Question: If I was a preferred customer on your old website am I still registered as a preferred customer on the new website?
Answer: No, you will need to re-register as a New Customer on the new website.

Question: How do I change my saved Preferences?
Answer: Log into your account and the first screen that appears should be the account management screen. This screen is where you will be able to edit your account.

Question: What if I forgot my Password?
Answer: Again go to the Log In on the top of the website and click the button "forgot password" and you will be notified by email.

Question: How do I protect the ICON images on my new product
Answer: We recommend that when you receive your new ICON that you protect the leather by applying a clear Meltonian or protective clear coating to your new ICON's. Although we imprint the images directly into the leather not just on top, it is a leather product and therefore susceptible to scratches and abuse. Further protect your product for storage and traveling in the yellow dust bags provided with all handbags. Stuff the handbags to maintain shape when not in use.

Question: How are ICON art images selected?
Answer: Every season we take our art research very seriously, paying royalties to the artists for thier work and then our own graphic artists set to the task of reproducing the art graphically in varying sizes and shapes to fit the patterns of the individual styles. We have a special department devoted to the research, procurement and licensing of art work. For more information on how art is selected refer to About ICON. If you are interested in having your artwork submitted for review or have recommendations of artists that you would like to see on future ICON products you can send an email to info@iconshoes.com

Question: Do you accept Cashiers Checks, Money Orders or Personal Checks?
Answer: We are unable to process online purchases with cashiers checks, money orders or personal checks. Payment must be made by credit card. We accept Visa, Mastercard and American Express.

Question: Is it safe to use my credit card on your site?
Answer: Our website has been upgraded to the newest technology for security using the SSL (secure socket layer) software and we use Authorize.Net to handle the credit card charges. It is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so the it cannot be read as the information travels over the Internet.

Question: May I use my debit card online?
Answer: We are not accepting debit cards at this time unless it can be processed as a Credit Card.

Question: Need to Return Your Online Purchase?
Answer: If for some reason you are not completely satisfied with your purchase, we will gladly accept your timely return. Merchandise that is unworn or defective may be returned for a full refund (up to 30 days). You have up to 30 days from the purchase date to return items for a refund. After 30 days you will only receive store credit. We will not accept any returns after 90 days. Returned merchandise must include original packaging/box and/or tags and be in the same condition as when it was received. Used merchandise cannot be returned unless it is defective.
Original shipping and handling charges are not refundable.
A return form is included in your shipping box or you may download it from the Returns and Exchanges page.

Question: Did we make a mistake? Oops! Sorry
Answer: If we made a mistake with your order please contact us at info@iconshoes.com or by calling
1-888-ICONSHOES (1-888-426-6746). We will take care of the return shipping and send you a replacement item with no additional charge for shipping either way (if inventory is in stock). This applies to defective merchandise and item(s) shipped that does not match the style, size or print you ordered.

Question: How do I return a product I bought from a retail location.
Answer: If you bought your ICON at a store location, you must return it to the store of purchase. If you need a repair or exchange done they will arrange to have it fixed by us and returned to you. For an address and phone number of the retailer you may see a list of our retailers at Find a Store

Question: When will I receive my Order?
Answer: You should receive an email confirmation when your order has been shipped within 24-48 hours (excluding weekends) informing you that your order has been shipped. For standard continental U.S. shipping, ground service, you should receive your order within 7-10 business days. Super sales sometimes take longer due to volume.

You may check the status of your order by logging into your account and click on Review Order/Track Package under the "My Orders" section of your account management page.

Question: How do I change or cancel my order?
Answer: Please contact our Customer Service Department immediately at info@iconshoes.com or 1-888-ICONSHOES (1-888-426-6746) if you need to change or cancel your order. Please be advised that some orders are shipped very soon after placement, it will not always be possible to make changes.

Question: Can I get a price adjustment if an item gets marked down?
Answer: Yes, we would be happy to do a price adjustment for you if the item gets marked down within 14 days of the purchase date.
All adjustments shall be given in the form of a Store Credit only.

Question: Can I expedite my shipping?
Answer: Yes, you will need to contact customer service at info@iconshoes.com or 1-888-ICONSHOES (1-888-426-6746) .

Question: Do you ship to addresses outside the United States?
Answer: Our website currently ships to certain countries only (see the current list at checkout). There will be fees and duties involved but it can be handled online directly. For all other countries please contact us at info@iconshoes.com or by calling 1-888-ICONSHOES (1-888-426-6746).

Question: Can you mail it to my Post Office Box?
Answer: No, we use UPS and they only deliver to street addresses.

Question: Do you charge for shipping an order?
Answer: Your shipping charges are calculated by weight and destination of shipment and your credit card is charged accordingly, unless there is a special offer available at the time of purchase.

Question: What are the shipping charges for returning an order?
Answer: Please refer to our Return Policy for your individual needs for return.

Question: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
Answer: It could be any number of errors. Please note the message and what browser you are using, contact customer service at info@iconshoes.com or call 1-888-ICONSHOES (1-888-426-6746) with the information and we will try to place the order or troubleshoot the problem.

Question: How can I purchase a gift certificate?
Answer: You may purchase the virtual gift certificate on our website by clicking this following link: "Purchase Gift Certificates"

Question: Do you have a catalog?
Answer: No, all products that are available at a retailer or online are shown on our website.

Question: Do you charge sales tax on any item?
Answer: We are located in California and therefore must charge California residents State sales tax.

Question: How do I unsubscribe from IconShoes.com?
Answer: You may unsubscribe at anytime by clicking "Unsubscribe" at the bottom of one of the emails or as a preferred member you may at any time log into your account and uncheck email updates to be removed from our database.

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