FREQUENTLY ASKED QUESTIONS

GENERAL QUERIES

HOW DO I TRACK MY ORDER?

We strive to process and ship orders promptly within 24-48 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.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

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.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND?

Once we receive your returned items at our warehouse, you can expect your refund within 10 working days.

You can monitor the return process through the tracking number provided by your carrier, which will show when the package arrives at our warehouse. The 10-day refund processing period starts from that time. We'll notify you once the refund has been issued. Please note that it may take up to 3 days for the refund to appear in your bank account. If you haven't seen the refund by then, please email us at info@iconic-man.com or click here for assistance.

WHAT IS YOUR RETURN POLICY?

You have a 14-day period to return your package without needing to provide a reason. This 14-day window begins when you receive your package. Please ensure that the return shipment is sent back to us within this timeframe.

Return Conditions

All returned items must be in their original, unworn condition with all tags still attached.

For items purchased on sale, ICONIC. MAN does not offer refunds. These items can only be exchanged for another item from our collection or for store credit.

Please note that shipping costs are non-refundable.

HOW DO I MAKE A RETURN?

Making a return is easy! Here's what you need to do:

1. Within 14 days of receiving your order, send an email to info@iconic-man.com indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process.

WHAT PAYMENT METHODS CAN I USE?

We aim to make your shopping experience as convenient and secure as possible by offering various payment options. Here are the payment methods you can use:

  1. Credit or Debit Cards: We accept major cards such as Visa, Mastercard, and American Express.
  2. Local Payment Methods: In certain countries, you can use local payment options like IDEAL, BanContact, or Sofort.
  3. PayPal: Use your PayPal account for added convenience and security when making purchases.
  4. Mobile Payment Services: Depending on your location, you can pay using Apple Pay, Shop Pay, and Google Pay.
  5. Gift Cards or Store Credit: You can also use gift cards or store credit issued by us for your purchases.

Please note that the availability of payment methods may vary based on your location and the specific items you are buying. If you have any questions or need help with your payment, feel free to contact our customer support team.

PRODUCT

HOW DO I FIND THE RIGHT SIZE?

We recommend using the size guide on the product page to find your perfect fit. Simply click on "size finder" located just below the size selector. This will help you choose the right size for you.

HOW DO I SIGN UP TO STOCK UPDATES?

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.

HOW SHOULD I WASH MY BOTTOMS OR TOPWEAR?

Proper care helps your garments last longer. Follow this guide for washing your bottoms and topwear:

Step 1: Check the Care Label
Always look at the care label for specific washing instructions for each garment.

Step 2: Sort by Color and Fabric
Separate light and dark colors to avoid color transfer. Also, sort delicate fabrics from sturdier ones to prevent damage.

Step 3: Pre-Treat Stains
If there are stains, pre-treat them with stain remover or a gentle detergent before washing. Follow the product instructions for best results.

Step 4: Choose the Right Washing Cycle
Select the appropriate washing cycle based on the fabric type and how dirty the garments are. Use a gentle cycle for delicate fabrics and a regular cycle for sturdier ones.

Step 5: Use a Mild Detergent
Choose a mild detergent suitable for the garment fabric. Avoid bleach or harsh chemicals, especially for delicate items.

Step 6: Wash in Cold Water
Wash garments in cold water to prevent shrinking and color fading. Cold water is gentler on fabrics and helps maintain their quality.

Step 7: Turn Garments Inside Out
Turn your clothes inside out before washing to protect the outer surface and reduce friction.

Step 8: Use a Gentle Cycle
If your washing machine has a gentle cycle option, use it for delicate fabrics or items with embellishments to reduce wear and tear.

Step 9: Air Dry or Tumble Dry Low
Air dry your clothes by laying them flat or hanging them on a drying rack. If using a dryer, select a low heat setting to avoid shrinkage and fabric damage.

Step 10: Iron or Steam as Needed
Once dry, iron or steam your garments to remove wrinkles. Follow the care label instructions to avoid damaging the fabric.

By following these steps, you can effectively wash your bottoms and topwear while preserving their quality and longevity.

DO YOU OFFER GIFTCARDS?

To buy a gift card, head to our website and go to the gift cards section. Select the amount you want and add the gift card to your cart. At checkout, you can enter the recipient's email address and include a personalized message if you want to send the gift card directly to them.

After you complete the purchase, the gift card will be sent electronically to the recipient's email. They will receive instructions on how to redeem it and can use the gift card to shop for their favorite items on our website whenever they like.

DO YOU OFFER WARRANTY ON YOUR PRODUCT?

We take pride in the quality of our products and are committed to addressing any concerns or issues quickly. Our warranties generally cover manufacturing defects and workmanship issues for a certain period from the purchase date. Please be aware that the warranty terms and conditions can vary between different products.

ORDERS & DELIVERY

HOW DO I TRACK MY ORDER?

We aim to process and ship orders within 24-48 hours after they are placed. Once your order is on its way, you'll receive an email with tracking information. This dispatch email includes all the details you need to track your package on our delivery partner's website.

IS THERE A WAY TO EXPEDITE SHIPPING OR RECEIVE UPDATES ON MY ORDER STATUS?

Yes, we provide expedited shipping options for those who need their orders faster. You can choose expedited shipping at checkout for an extra fee. For specific rates and delivery times per country, please visit our shipping page.

DO YOU SHIP TO MY COUNTRY?

We deliver worldwide. ICONIC.MAN 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.

WHAT IS THE DELIVERY TIME?

We prioritize quick service, so your order will be processed from our Portuguese warehouse within 24-48 hours after placement.

Orders made on weekdays before 23:00 CEST are shipped the same day. If placed after this time, they will be dispatched the next day. Weekend orders will be shipped on Mondays.

The estimated shipping time provided at checkout and on our shipping page starts from the dispatch date.

Since we process orders quickly, changes or cancellations cannot be made once the order is placed. If you need assistance with your order, please contact our Customer Support team at info@iconic-man.com.

WHAT ARE THE SHIPING COSTS?

We offer free shipping on all orders, regardless of the destination.

Please note that during promotional periods, processing and shipping times may be extended due to a higher volume of orders.

ICONIC.MAN ships only on business days (Monday to Friday, excluding bank holidays). Orders placed over the weekend will be processed on the next business day.

If your package arrives damaged due to shipping, please contact us at info@iconic-man.com within 5 business days. Include photos of the damage in your email so we can assist you further.

CAN I CANCEL OR CHANGE MY ORDER?

We recognize that situations can change, but our dedication to fast processing means we start preparing your order for shipment immediately upon receipt. To avoid any issues, we encourage you to carefully review your order before completing your payment.

If you have any questions or concerns about your order, please reach out to our customer support team. We're here to help within the limits of our quick processing system.

If you're not satisfied with your item(s), you can return them within 14 days.

HOW DO I REDEEM MY GIFT CARD OR VOUCHER?

During checkout, you'll find a field to enter your gift card or voucher code. Simply type in your code and click or tap 'Apply' to use it. The total amount will be adjusted automatically. After applying your gift card or voucher, continue with the checkout process as usual. Make sure to review your order, provide any additional information needed, and finalize your purchase.

If you run into any issues while redeeming your gift card or voucher, feel free to contact our customer support team. We're here to assist you and ensure you have a smooth and pleasant shopping experience.

MY TRACKING SAYS MY ORDER HAS BEEN DELIVERED, BUT I HAVEN

If your tracking information shows that your order has been delivered but you haven’t received it, try these steps:

  1. Verify Your Delivery Address: Make sure the address you provided was correct. Sometimes packages are left with a neighbor, at the front desk, or another location on your property.
  2. Look for Delivery Notes: Check if the carrier left any notes. They might have left the package in a secure spot or with a receptionist if you weren’t available.
  3. Contact the Carrier: Get in touch with the shipping carrier listed in your tracking info. Give them your tracking number and explain the situation—they might offer additional details or start an investigation.
  4. Reach Out to Customer Support: If you still can’t find your package, contact our customer support team. Share your order details and tracking information with us, and we’ll help you resolve the issue and ensure you get your order.
  5. File a Claim: If necessary, you may need to file a claim with the carrier for a package marked as delivered but not received. Our support team can guide you through this process and provide any needed documentation.

We're here to help with any delivery problems and ensure you get your order. Don’t hesitate to contact us for assistance.

WHAT IS FAST AND INSURED SHIPPING?

Our fast and insured shipping guarantees that your package arrives quickly and safely. By choosing our expedited shipping, your order will be prioritized for speedy delivery, and our insurance coverage protects against any loss or damage during transit. Shop with assurance, knowing your items will reach you both promptly and securely.

I ENTERED A WRONG SHIPPING ADRESS, WHAT CAN I DO?

If you notice an error with your address right after placing your order, reach out to our customer support team as soon as possible. Acting quickly improves the chances of correcting the address before your order is shipped.

If your order has already been processed or dispatched and you can’t update the address through our support, contact the shipping carrier directly. Depending on their policies, you might be able to request a redirection or rerouting to the correct address. Note that this may incur an additional fee and is subject to the carrier's approval.

To prevent such issues in the future, make sure to double-check your shipping address before finalizing your order. Verify that all details, including apartment numbers, street names, and postal/ZIP codes, are correct.

WILL I BE CHARGED WITH VAT?

All prices on our website include VAT, so you won’t face any extra charges related to VAT at checkout. We aim for clear and straightforward pricing to enhance your shopping experience. If you have any questions or need more information, don’t hesitate to contact our customer support team.

I HAVEN'T RECEVEID AN ORDER CONFIRMATION, WHAT SHOULD I DO?

After you place your order, you'll receive a confirmation email right away. This email includes your order number (which is at least 6 digits long), a summary of your order, and your shipping address.

Sometimes, this confirmation email might end up in your spam or junk folder. Please check these folders to see if it's there.

If you've checked your spam folder, waited a bit, and confirmed your email address but still haven’t received the confirmation, please contact our customer support team. Provide your full name and order details, and they’ll help you verify your order and resend the confirmation email if needed.

RETUNS & EXCHANGES

WHAT IS YOUR RETURN POLICE?

Return Period

Customers have a 14-day window to return their package without needing to provide a reason. This period begins on the day the package is received. The return shipment must be sent back within these 14 days.

Return Conditions

Items must be returned in their original, unworn, and unwashed condition, with tags still attached, to be eligible for return.

For items bought during a sale, ICONIC.Man does not provide refunds. These items can only be exchanged for another item from the collection or redeemed for store credit.

Shipping costs are non-refundable.

HOW CAN I MAKE RETURN?

Exchanging or returning an order is simple.

Within 14 days of receiving your order, send an email to info@iconic-man.com indicating which products you want to exchange. We will promptly send you the return instructions. :)

WHAT ARE THE RETURNS COSTS?

Return costs can vary based on your location and the reason for the return. We recommend using a reliable carrier with a tracked shipping method to ensure your return arrives safely. Please be aware that return costs are non-refundable. For more information on return shipping and costs, please review our return policy or reach out to our customer support team.

HOW LONG DOES A REFUND TAKE?

We strive to process returns promptly. Once we receive your return at our warehouse, we will process it within 10 business days. You can track your return shipment to see when it arrives at our warehouse, which is when the 10-day processing period begins. After we issue the refund, you will receive a notification. Please note that it may take up to 3 days for the refund to appear in your bank account.

CAN I MAKE ANY EXCHANGE?

Yes, you can exchange items! We'll cover the shipping cost for the first exchange from our warehouse. For any additional exchanges, you will need to pay the delivery fees.

Here’s how to make an exchange:

  1. Email info@iconic-man.com within 14 days of receiving your order to start the exchange process.
  2. Include details about the item(s) you want to exchange and the reason for the exchange.
  3. Our team will send you instructions on how to proceed.
  4. Follow the instructions to complete the exchange process.
  5. Once we receive your returned item(s), we'll process the exchange and send out your replacement item(s) as soon as possible.

For international exchanges: Please note that you are responsible for any customs charges (import duty or tax) on returns for exchanges. All costs and charges associated with returning your order are your responsibility. We recommend using a tracked shipping method or getting a proof of postage receipt, as we cannot exchange lost returns.

If you have any questions or need further assistance, please contact our customer support team. We're here to help!

HOW LONG DOES IT TAKE TO EXCHANGE A PRODUCT?

Once we receive your return at our warehouse, we will process it within 10 days. Most exchanges are handled within a few days. You will receive a confirmation email with a tracking code once your new order is shipped.

WHAT CAN I DO WHEN MY EXCHANGE PRODUCT IS NO LONGER AVAILABLE?

Contact our customer service team to inquire about the possibilities. We'll provide you with an update on when we expect to have the product back in stock or if there are any alternative options available.

WHERE CAN I FOUND MY ORDER NUMBER TO REGISTER MY RETURN?

You can find your order number, a five-digit code, in the confirmation email you received after placing your order. If you didn't receive this email, our customer service team is happy to assist you.

If you've started the return process and the product is sold out, we'll contact you directly. We'll work with you to find a suitable solution, such as choosing a different product, receiving store credit, or exploring other options.

WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?

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

  1. Take a photo of the damaged or faulty item.
  2. Email us at info@iconic-man.com with the photo attached, including your order number and a brief description of the problem.
  3. Our customer service team will promptly review your email and work with you to find a quick solution.

We're dedicated to your satisfaction and resolving any issues with your order. Feel free to contact us if you have any problems.

WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?

We offer a 14-day return period during which you can return your package without needing to provide a reason. This period begins when you receive the package. Please ensure the return shipment is sent back within these 14 days. If you're unable to return it within this timeframe, you have the option to exchange the product for a replacement or store credit. Please contact our customer service to explore these options.

HOW LONG DOES IT TAKE FOR MY RETURN TO BE PROCESSED?

We strive to process returns quickly. Once your return arrives at our warehouse, we process it within 10 working days. You can use your return shipment's tracking to see when it arrives at our warehouse, marking the start of the 10-day period. After we issue the refund, you will receive a notification. Please note that it may take up to 3 days for the refund to appear in your bank account.

PRESS & CAREERS

HOW DO I CONTACT YOU FOR PRESS ENQUIRIES?

For any press enquiries, please contact us at press@iconic-man.com.

HOW DO I CONTACT YOU FOR CAREER ENQUERIES?

We're excited that you're interested in joining ICONIC.MAN! Please email us at careers@iconic-man.com, and we'll respond as soon as possible.

CONTACT

HOW CAN I CONTACT THE CUSTOMER SERVICE

If you have any questions, feel free to reach out to us. We're here to help! Our team of experts is available 7 days a week to assist you with any inquiries.

Contact us at info@iconic-man.com or click here.

WHAT IS THE RESPONSE TIME OF THE CUSTOMER SERVICE?

We always aim to answer every question within 48 hours.