Frequently asked questions:
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, 9 am to 5 pm Saskatchewan time.
Question: How do I become a Preferred Customer?
Answer: You must register as a New Member and create 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 our website.
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: Go to the login at the top of the website, 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 you protect the leather by applying a protective clear-coating to your new ICON product. (We sell leather care product on our website.) 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 their work. 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 artwork. 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' cheques, money orders or personal cheques?
Answer: We are unable to process online purchases with cashiers' cheques, money orders or personal cheques. 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. It is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so 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. We will not accept any returns after 30 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. CONTACT US FOR A RETURN SHIPPING LABEL, OTHERWISE, SHIPPING WILL NOT NOT BE REIMBURSED.
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 do 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. 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 Canada Post 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, so it will not always be possible to make changes.
Question: Can I get a price adjustment if an item goes on sale?
Answer: Yes, we would be happy to do a price adjustment for you if the item gets marked down within 4 days after your purchase. All adjustments shall be given in the form of a Store Credit only. SALE CANNOT BE COMBINED UNLESS OTHERWISE STATED.
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 of Canada?
Answer: Our website currently ships to certain countries only (see the current list at checkout). For all other countries, please contact us at info@iconshoes.com or by calling 1-888-ICONSHOES (1-888-426-6746). When placing an order for delivery outside of Canada, you are considered the importer of record and must comply with all applicable laws and regulations. Charges for duties, taxes and the carrier's collection fee are in addition to your shipping charge and must be borne by you.
Question: Can you mail it to my post office box?
Answer: No, we use Canada Post parcel delivery 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. CONTACT US FOR A RETURN SHIPPING LABEL, OTHERWISE, SHIPPING CHARGES WILL NOT BE REIMBURSED.
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. Note: Office hours are Monday - Friday, 9am - 5pm Saskatchewan Time. After hours and on weekends, please leave a message and your call will be returned during office hours.
Question: Do you have a catalog?
Answer: No, all products that are available at our retail stores or online are shown on our website. Icon Shoes is not responsible for fees charged by your bank when you use your credit card to order.
Question: How do I unsubscribe from the website?
Answer: You may unsubscribe at any time by clicking "Unsubscribe" at the bottom of one of the emails.
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