Frequently asked questions:
Question: How can I contact you?
Answer: You may email us at email@example.com. PLEASE INCLUDE YOUR EMAIL ADDRESS WITHIN YOUR EMAIL.
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. 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. Stuff the handbags to maintain shape when not in use.
Question: Do you accept cashiers’ cheques/checks, money orders or personal cheques/checks?
Answer: We are unable to process online purchases with cashiers’ cheques/checks, money orders or personal cheques/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 Helcim.com and Stripe.com 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 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 14 days). You have up to 14 days from the date of delivery to contact us to return items for a refund. We will not accept any returns after 14 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 AT firstname.lastname@example.org FOR A RETURN SHIPPING LABEL, OTHERWISE, RETURN SHIPPING WILL NOT NOT BE REIMBURSED. PLEASE INCLUDE YOUR EMAIL ADDRESS WITHIN YOUR EMAIL.
Question: Did we make a mistake? Oops, sorry!
Answer: If we made a mistake with your order, please contact us at email@example.com . 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 ONLY to defective merchandise and item(s) shipped that do not match the style, size or print you ordered.
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 FedEx shipping, ground service, you should receive your order within 7-10 business days after it is shipped. We are using a third-party warehouse to ship out orders once a week, so this may increase the arrival time of your order slightly.
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 firstname.lastname@example.org 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. PLEASE INCLUDE YOUR EMAIL ADDRESS WITHIN YOUR EMAIL.
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. Store credits are not refundable and must be used before December 24, 2022.
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 email@example.com. 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. PLEASE INCLUDE YOUR EMAIL ADDRESS WITHIN YOUR EMAIL.
Question: Can you mail it to my post office box?
Answer: No, we use FedEx 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. When you check out, you will be able to choose the shipping option you desire and see the price. Unlike many companies, we do not increase the price of our products in order to offer free shipping.
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 firstname.lastname@example.org.
Question: Do you charge sales tax on any item?
Answer: We are located in Alberta and therefore must charge Alberta residents PST. GST will be charged to all Canadian orders. Orders outside of Canada are not charged sales tax.
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.