FAQs

We strive to process and ship orders promptly within 72 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 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.

Do you need to 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). 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.

Returning is quick and easy. To request a return, please follow the steps in 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.

Returning is quick and easy. To request a return, please follow the steps in our Returns portal. If you want to know more about our return policy, please visit our Returns page.

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, IDEAL and BanContact depending on your location.

PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.

Clearpay: With Clearpay, you can buy now and pay later with no interest or fees when you pay on time.

Mobile Payment Services: Depending on your location, we may accept mobile payment services such as Apple 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.

We advise you to use the guided sizing tool TrueFit or 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 'Size out of stock?' 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,

We strive to process and ship orders promptly within 72 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 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 warehouse within 72 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

Please visit our shipping page for rates and delivery times per region.

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.

Write content to answer to common questions your customers may have about your products, shipping policies..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.

Do you need to 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). 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.

Returning is quick and easy. To request a 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.

Returning is quick and easy. To request a return, please follow the steps in our Returns portal. If you want to know more about our return policy, please visit our Returns page.

Return costs are your responsibility and may vary depending on the courier and the country of return. The exact return cost will be shown during the steps in the Returns Portal.

We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse.

From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.

Currently, we do not offer exchanges on orders from any country.

Your order number can be found in the confirmation email you received after placing your order. This is a six digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.

If you've already initiated the return process and the product is sold out, we'll reach out to you directly. Our team will work with you to find a suitable solution, whether it's selecting a different product, receiving storecredit or exploring other options.

If you receive a product that is faulty or damaged, we're here to help! Follow these steps to resolve the issue:

1. Take a photo of the damaged or faulty product.
2. Send an email to info@icon-amsterdam.com with the picture of the complaint attached. In your email, please include your order number and a brief description of the issue.
3. Our customer service team will review your message promptly and work with you to find a solution as quickly as possible.

We're committed to ensuring your satisfaction and resolving any issues with your order. Don't hesitate to reach out to us if you encounter any problems

We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.

In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.

We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse.

From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.

Sale Period: Our sale periods offer discounted prices on select items for a limited time.
Availability: Sale items are available while supplies last. We cannot guarantee the availability of specific sizes or styles during a sale.
Refunds: We do not offer refunds for sale items. However, they can be exchanged for another item from our collection or redeemed for store credit. Items that are Marked as 'Last Chance' are non returnable
Exchange Policy: Sale items can only be exchanged for another item from our collection of similar value, subject to availability.
Return Period: The standard return period of 14 days applies to sale items as well. Items must be returned within 14 days of the delivery date to be eligible for an exchange or store credit.
Condition of Sale Items: Sale items must be returned in unworn condition with all tags still attached.
Shipping Costs: Shipping costs for sale items are the responsibility of the customer and are non-refundable.
Additional Discounts: Additional discounts or promotions may not apply to sale items unless explicitly stated.
Missed Out: It might happen that you just placed an order before our sale started. Unfortunately we are not able to compensate the sale or offer on your previously placed order.
By purchasing sale items from us, you agree to abide by these Sale Terms and Conditions. If you have any questions or need further clarification, please don't hesitate to contact us. We're here to help ensure your shopping experience is a positive one!

Bundle Offer: Our bundle deals allow you to purchase multiple items together at a discounted price compared to buying each item individually.
Eligible Items: Bundle deals apply to select items only, as specified in the promotion details.
Availability: Bundle deals are valid while supplies last. We cannot guarantee the availability of specific sizes or styles for each item in the bundle.
Combining Offers: Bundle deals cannot be combined with other promotions, discounts, or offers unless explicitly stated.
Refunds and Exchanges: Items purchased as part of a bundle deal may be eligible for refunds or exchanges according to our standard return policy, unless otherwise stated in the promotion details.
Return Period: The standard return period of 14 days applies to items purchased as part of a bundle deal. Items must be returned within 14 days of the delivery date to be eligible for a refund or exchange.
Condition of Items: Items must be returned in unworn condition with all tags still attached to be eligible for a refund or exchange.
Shipping Costs: Shipping costs for returned or exchanged items are the responsibility of the customer and are non-refundable.

By participating in our bundle deals, you agree to abide by these terms and conditions. If you have any questions or need further clarification, please don't hesitate to contact us. We're here to help ensure your shopping experience is a positive one!

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.

If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available on email or chat 7 days a week to answer all the questions you may have.

To contact us by email, please use info@icon-amsterdam.com or click here

You can find our chat in the lower right corner, where it says 'Live Chat'.

We always aim to answer every question within 48 hours.