Iconehome is committed to delivering an exceptional customer experience. We encourage you to contact us with any questions or concerns prior to placing your order
DELIVERY
For all orders, processing and verification times range from 1 to 3 business days before an order ships. Additional time may be required during promotional periods and holidays. You will receive an email with tracking information once your order has shipped.
Orders delivered to the U.S. will be shipped via USPS, and orders delivered internationally will be shipped via FedEx.
Please be advised that we cannot make any changes to the shipping address once an order has shipped. Additionally, we do not ship to P.O. Boxes.
CANCELLATIONS
If you change your mind about your purchase, please contact customer service at support@iconehome.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be canceled and modified within 5 hours of placing the order. After that time, the order can no longer be canceled.
Please be informed that a management and transaction fee (15% of your total order value) will be applied for the cancellation.
RETURN POLICY
All returned items must adhere to our return policy for a refund to be processed:
- Orders received but want to return with no reason, no like anymore will not be returned.
- Orders received but do not fit and want to change the size will not be changed and returned (please make sure about your size before placed an order).
- We only replace items if they are defective or damaged.
- Items must be unworn, unused, unwashed and in the original condition received.
- Footwear must be returned in the original box provided, and packaged inside a protective shipping box.
- Return requests must be submitted within 14 days of the delivery date, and item(s) must be shipped back within 7 days of an approved request. Items that do not comply or are sent outside of this window are subject to refusal and may sent back to you.
If you believe you have received a damaged or defective item, or there has been a fulfillment error, please reach out to support@iconehome.com, and our Customer Care team will be happy to assist. Please contact customer service within 7 days of the date of receiving at support@iconehome.com, with a photo of the product you received along with detailed shots you wish to include. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge. For all other requests please contact customer service at support@iconehome.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@iconehome.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
SHIPPING
If your claim is approved, we will provide you with a return address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact customer service at support@iconehome.com
Contact information
Iconehome
Email us: support@iconehome.com