Shipping and Returns Policy
Delivery
What it costs
Standard delivery is free and tracked, on every order. If an express option is shown at checkout, it costs the amount shown there.
How long it takes
- We dispatch orders within 1 to 2 working days.
- Delivery usually takes 5 to 10 working days after dispatch. At busy times it can take a few days longer.
- We will always deliver within 30 days of your order. If we can't, we'll tell you, and you can cancel for a full refund.
Tracking
When your order ships, we email you a tracking link. Tracking can take up to 72 hours to start updating. Sometimes the items in one order travel in separate parcels.
Where we deliver
We deliver to the United Kingdom, Ireland, the United States and the other countries listed at checkout.
Import charges
United Kingdom: the price you pay at checkout is the total. There's nothing extra to pay on delivery.
Other countries: your local authorities may charge import taxes or duties, depending on where you live.
Changing or cancelling an order
Email team@iconworker.com as soon as possible. We can change the address or cancel before the order is dispatched. After that, you can still return it under our Returns policy.
Lost or damaged parcels
Your order is our responsibility until it's delivered to you. If it's lost or arrives damaged, email us your order number (and photos of any damage) and we'll send a replacement or give you a refund.
Returns and refunds
This policy explains how to return an order and get your money back. It doesn't affect your legal rights.
Changed your mind? You have 14 days
- You can cancel your order for any reason within 14 days of the day you receive it.
- To cancel, email team@iconworker.com with your name, your order number and the items you want to return. You can use the cancellation form at the bottom of this page, but you don't have to.
- Please email us before you send anything. We'll tell you where to send the items. Send them within 14 days of telling us you're cancelling.
- You pay the cost of sending items back, unless they're faulty or not what you ordered.
- You can try the shoes on and look at them as you would in a shop. If they come back worn (for example, used outdoors or with marked soles), we may reduce your refund by the loss in value.
- If you return a pair that came with a free gift, please send the gift back with it.
Your refund
- We refund what you paid, including the standard delivery charge, within 14 days of getting the items back (or of receiving proof that you've sent them, if that's sooner).
- If you chose a paid express option, we refund the cost of standard delivery only.
- Refunds go back to your original payment method. Your bank may take a few more days to show it.
Faulty, damaged or wrong items
If something arrives damaged, faulty or isn't what you ordered, email us your order number and a few photos. We'll put it right and cover the cost of the return.
You have legal rights for faulty goods. In the UK, you can reject faulty goods for a full refund within 30 days of delivery; after that you can ask for a repair or a replacement, and a refund if that doesn't fix the problem. Our warranty is in addition to these rights.
A different size
Need another size? Email us and we'll help you return the pair and order the size you need.
A parcel that hasn't arrived
If your order hasn't arrived within the delivery time on our Delivery page, tell us. Your order is our responsibility until it's delivered to you, so we'll send a replacement or refund you.
Who we are
MSG GROUP LLC (IconWorker). Email: team@iconworker.com
Cancellation form (UK and EU)
Fill in and send this form only if you want to cancel. Emailing us works just as well.
To: MSG GROUP LLC (IconWorker), team@iconworker.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________________
Ordered on: __________ / Received on: __________
Order number: __________
Name: ____________________
Address: ____________________
Signature (only if you send this form on paper): __________
Date: __________
