Frequently Asked Questions - FAQs

How do I register as a new customer?
What details do I need to give to become a new customer at Icône?
What do I do if I forget my password?
How do I search for a specific item?
How do I buy products online?
How do I pay for my products?
What payment methods does Icône accept?
How safe is it to use my credit card on-line?
Can I order over the telephone?
How will I know if you have accepted my order?
Do you deliver outside of the UK?
How many addresses can I have my delivery sent to?
Will you deliver to a PO Box address?
How soon will my order be delivered to me?
How much will you charge me to deliver my order?
Can I track my order?
What happens when the goods are delivered to my home?
What happens if I’m not at home when my goods arrive?
What if I want to cancel my order?
What if the goods arrive damaged?
How secure is the Icône site?
What do you do with my personal data?
Is my order insured whilst it is being delivered to me?
What taxes do I pay on my goods?
Does Icône have seasonal sales or special offers?
Does Icône have a Customer Loyalty Programme?
How do I contact Customer Care?
Can I request a product which is not featured on this site?
What if I want to return my goods because they are unsuitable?
Does Icone comply to the weee Regulations
 
 
How do I register as a new customer?
You must register before you can place an order. To do this click on the word REGISTER (this appears at the very top of every page). It may be that you have already started to place items in your shopping basket, or it may be that you have only browsed the site. Whichever it may be, this is not a problem, as you can register at any point.

If you have already commenced shopping and have already placed items in your shopping basket, then when you have finished shopping and are ready to pay for your goods click on CHECKOUT. At this point if you have not registered or logged in, then you will be taken to the
REGISTRATION screen


What details do I need to give to become a new customer at Icône?
As a new customer you will need to complete all of the boxes which are listed on the registration form. This information is very important to us and we cannot process your order unless we have this information, including a contact telephone number.

Once you have completed all the information CLICK the
REGISTRATION button at the bottom of the page. If you have missed off any details from your registration form, you will not be allowed to go through to registration, rather the registration form will come back on screen and a note at the top of the page will detail what might be missing from the form.

Once you have fully completed the form and clicked to register, you will be taken to the next screen which asks for delivery address details. These may be the same as your home address or it may be your work address if you are out all day and know you won’t be able to receive a delivery (we only delivery Monday to Friday during office hours).

If you want to use your home address then simply click in the box to the left of the address and your home address details will appear. Once this address is complete, click CONTINUE to go the next screen.

You will then see all of your details. If you have made any mistakes, simply click the EDIT button and you can amend any errors.

If everything is OK, you are now registered to SHOP! Simply click on the CONTINUE SHOPPING button at the bottom of the page to start to shop. If you have already completed your shop and are ready to pay then click on PAY BY CREDIT CARD.


What do I do if I forget my password?
If you forget your password simply go to
MY ACCOUNT (which appears on every page on the pale grey band just below SHOP BY DESIGNER) and go to click here for a reminder. Your password will then be emailed to you within minutes so that you can continue to shop.

How do I search for a specific item?
You can search either by: product, brand or designer by simply clicking on the field you want eg SHOP BY BRAND and a drop down box will appear and you can then click on the brand you want. Once you have selected the way you want to shop, a list of all of the related items will then appear. This list may then be filtered by either product, designer or price. You will see drop-down boxes directly above the products listed.

How do I buy products online?
Once you have registered (see How do I Register as a New Customer above) shopping is so simple with Icône. As you browse through the site and find items you’d like to buy, simply click ADD TO BASKET and these items will be added to your shopping basket. At all times you can see how many items you have in your basket and what the value of those items is. This information appears on the same pale grey line just below the SHOP BY buttons.

Choosing products: Where items have different options, you will see drop down boxes where you can make different choices. Simple click the colour you want BEFORE you add it to your basket.

The images on the left of your screen show the different options available, there may also be links you can follow to other products which form part of a range. We have put these links in to help you to fully see what’s available. Click the numbers next to the images and you can see the colour options as well as the products in home settings.
As each item goes into the shopping basket you are taken to a page which displays all your items. It is here where you can increase the number you wish to purchase of a particular product, for example you may want 4 wall lights and to do this simply type in 4 in the QUANTITY box. You must then click UPDATE at the bottom of the screen so that your order can be re-calculated, otherwise when you click to CHECKOUT your order will not be updated and the quantity will remain as one.

If you forget to UPDATE and you are taken to the CONFIRM ORDER screen and you see that your order has not been updated, or you want to make changes, simply click on the BASKET button which will take you back to your SHOPPING BASKET where you can make the amendments you need and update and repeat the CHECKOUT procedure.



How do I pay for my products?
When you have finished shopping and have checked out you must then pay for your shopping. By clicking on PAY BY CREDIT CARD you will be taken immediately into a secure area which is managed by SECURETRADING who are a highly reputable credit services organisation. SECURETRADING provide the vital secure link between us and the bank. All of the personal information you enter on this screen cannot be seen directly by us, rather you are on SECURETRADING’S own secure server.

If you look up at the URL of that particular page you will notice that it begins with https://. This means that it is on a Secure Server and all transactions that take place are encrypted between your browser and the server. Nobody is able to obtain your credit card details nor other information.

Of equal importance is the security which surrounds the payment system. By making use of Securetrading we have the most sophisticated online trading system available. It allows us to safely process your credit card payment with the bank, and complete the financial transactions securely behind protected firewalls.

No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email.

You must then complete the requested credit card details. You will also be asked to enter your SECURITY CODE. This code is the last 3 digits on the reverse of your credit card. These 3 digits are VERY IMPORTANT and help us to stop credit card fraud so you must enter onto the system.

Once all of the information has been completed, click SEND PAYMENT. As soon as verification of your cards details are confirmed as correct, a message will appear on screen which tells you that you order has been received and confirmation will be sent to you

You can then click CONTINUE which will take you back into the site where you can either browse again, shop again, or simply exit the site.


What payment methods does Icône accept?
You can pay by either DELTA, MASTERCARD,SOLO, SWITCH OR VISA CARDS. We would also strongly advise customers to contact their credit card company and participate in any registering system which helps to further protect their credit card information.

How safe is it to use my credit card on-line?
Credit Card Fraud
Whenever you enter your credit card details in the payment area of this site, your card is checked for authorisation to avoid stolen cards being accepted. There are a number of steps you can take yourself to protect your credit card further. We would strongly advise all of our customers to visit the sites of their credit card company and participate in any credit card protection scheme which they may be able to offer.

Protection
Your credit card company will always investigate transactions on your account, which you may not have authorised, and you may request a full refund from your credit card issuer if unauthorised use is identified.

Encryption
Encryption is vital to insure online safety. Icône uses Secure Trading to process all transactions on-line which is a highly reputable company.

Verification
As well as entering your full credit card number, we also request the 3 digit code which is featured on the signature part of your card, which means that you need to actually have the card in front of you to complete the transaction, which helps to reduce the chance of someone using your card with your permission.


Can I order over the telephone?
If you prefer NOT to enter your credit card details on-line then you can contact us via telephone on 01253 698918 and we will process your order over the telephone, but we must stress that using the internet to place your orders is the safest method.

How will I know if you have accepted my order?
As soon as we have processed your order here at Icône, you will receive an email to confirm receipt and acceptance. If at any point you are unsure of any details, then please telephone our CUSTOMER CARE TEAM on 01253 698918.Or by email to
sales@icone.co.uk. We are available on telephone Monday to Friday from 9am to 5.30pm. Outside of these hours an answer phone service is available and messages may be left and we will return your call as soon as we can.

Do you deliver outside of the UK?
We can currently only deliver within the UK.

How many addresses can I have my delivery sent to?
We usually only deliver to one address per transaction. If some of the items you are buying are gifts and you’d like them to be delivered to different addresses, then you can either complete individual purchases for each item, or alternatively, you can contact the CUSTOMER CARE TEAM on 01253 698918.Or by email to
sales@icone.co.uk and we will see if we can be of assistance.

Will you deliver to a PO Box address?
Your goods will only be delivered to a recognised address; we will not deliver to a PO Box address.

How soon will my order be delivered to me?
We try to carry as much stock as possible, but there may be times when we do not have the item you are requesting in stock at that time. However, we are able to get the majority of our products within a few days and so you may only have to wait between 5 and 7 days if the goods are not at our warehouse.

For large items, especially furniture and special orders, we may have to order them especially in and in this case, you may have to wait 2 to 4 weeks, depending on where they are coming from (most of our products are direct from the manufacture in Italy, but we think it is most definitely worth the wait, considering the quality and beauty of the product, so please bear with us, it’s worth it in the end).


How much will you charge me to deliver my order?
We charge a flat rate of £6.50 postage on all orders. Large items of furniture sometimes carry an additional delivery charge but will inform you of this cost when an order is placed, or you can enquire if you have any doubts by contacting the CUSTOMER CARE TEAM on 01253 698918 or by email to
sales@icone.co.uk for assistance.

Can I track my order?
As soon as your goods have been collected by the Courier from our warehouse and are en-route to you, an email will be sent to you which will contain a link to the courier which will allow you to track your goods via your own unique identification number (this number is issued by the courier service).

What happens when the goods are delivered to my home?
All orders will be delivered and must be signed for by the person detailed on the Delivery Address.

What happens if I’m not at home when my goods arrive?
If a delivery is made and you are not at home, then the nominated courier company will make TWO more attempts to deliver the package, after which it will be returned to their Depot and a note left at the delivery address requesting you to collect the item personally.

What if I want to cancel my order?
We allow a ‘cooling off period of 7 days’. However, as we aim to despatch all orders within 24 hours, cancellation of orders must be made within 24 hours, in writing, via email to
cancellation@icone.co.uk and marked ORDER CANCELLATION in order to stop the despatch of your order. However, we cannot guarantee that the order will not already have been despatched to you within this time in which case you will be liable for delivery charges if they apply and also for returning the goods back to our warehouse. Please refer to Terms and Conditions for more detailed information.

What if the goods arrive damaged?
If goods are delivered to you which are damaged, then you need to inform us immediately (within 24hours of delivery) either via telephone (01253 698918) or email
sales@icone.co.uk. We are available on-line 24/7 and our office has an answering service which is available to all of our customers 24/7. We advise all customers to check their packages as soon as they arrive, preferably with the Courier present.

IMPORTANT: We will not accept any returned goods which are not in their original packaging, undamaged.


How secure is the Icône site?
Icône take the security of this site very seriously and in the process, we have taken great care to ensure that we use the most up-to-date security devices available. The Internet is the fastest growing way to shop and involves millions of pounds of transactions taking place every day and it is because of this fact, that on-line shopping has become more safe and secure, however, you must be aware that where the use of credit cards is concerned, whether it by use on-line or in a store, there is no 100% guarantee that fraud will not happen. However, we have put a number of safeguards in place to reassure you about shopping on line.

If you look up at the URL of the payment page you will notice that it begins with https://. This means that it is on a Secure Server and all transactions that take place are encrypted between your browser and the server. Nobody is able to obtain neither your credit card details nor other information.

Of equal importance is the security which surrounds the payment system. By making use of Securetrading we have the most sophisticated online trading system available. It allows us to safely process your credit card payment with the bank, and complete the financial transactions securely behind protected firewalls.

No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email.


What do you do with my personal data?
Icône is fully committed to the protection of your privacy as a user of this website either as a shopper or browser. Whenever we receive or collect your personal data, we take steps to ensure that it is treated securely and in accordance with the Data Protection Act 1998. We do not release your details to third parties, save as required by the law. On the occasions when you pass personal data to us, you are consenting to its collection and use in accordance with our privacy policy.

Is my order insured whilst it is being delivered to me?
All of our products are insured whilst in transit to you. We will, however, not accept responsibility for any breakages/damage to products once the goods have been accepted and signed for by you or a nominated representative on delivery as perfect. Any goods which are delivered to you which are damaged should be reported immediately to Icône as per the procedure outline in Cancellation, Refund and Exchange of Goods as detailed in
Terms and Conditions.

What taxes do I pay on my goods?
All of our goods carry a standard tax rate of 17.5% which is included in the prices quoted. For all customers who are outside of the UK, they may be tax exemptions available, but these will be notified at point of purchase.

Does Icône have seasonal sales or special offers?
We will from time-to-time offer seasonal promotions and special offers. You can ensure being informed of these offers in advance by registering with us and indicating your desire to accept our e:newsletters.

Does Icône have a Customer Loyalty Programme?
We are very loyal to those customers who are loyal to us and we intend to offer a reward scheme very soon. Anything that you buy today, will be logged and you will be able to use this purchase to gain points as part of the scheme when it comes on-line.

How do I contact Customer Care?
If at any point you are unsure of any details, then please telephone our CUSTOMER CARE TEAM on 01253 698918.Or by email to
customercare@icone.co.uk.

Can I request a product which is not featured on this site?
We are more than happy to try and obtain a particular product which may not be featured on this site. Simply contact us via email to
sales@icone.co.uk.

What if I want to return my goods because they are unsuitable?
If your item/s aren’t suitable you may return them to the below address,

Icone Limited
c/o DMC Distribution Ltd
Ensor House, Ensor Way
New Mills
High Peak
SK22 4NQ

for a full refund within 7days, or within 1 month for a credit note. We would recommend you send any goods back using a recorded delivery service. Alternatively we offer a collection service for a charge of £15.00 per box (larger items such as floor lamps will incur extra collection charges which we will advise you of at the time) where our courier will pick the goods up on a weekday of your choice.
Just email
sales@icone.co.uk. or call 01253 698918 with your invoice number, name, telephone number, the item/s you wish to return and whether you are sending the goods back yourself or if you wish to use our collection service.

IMPORTANT: We will not accept any returned goods which are not in their original packaging.
PLEASE NOTE: Goods part of seasonal sales/promotions can only be returned for a credit note. Goods in the Clearance department can not be returned unless faulty.


Does Icone comply to the weee Regulations
"Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health"

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