Orders

You can track the status of your order in the page My Orders but to do this you need to log into your profile. Upon every change in the status of your order you will be notified immediately by e-mail.

If you have ordered a custom-made model you have the opportunity to cancel your order before it has been proceeded to the production stage. After it enters the production stage though, it can no longer be cancelled.
You may cancel any order for a non-personalized model (from the Ready-to-wear collections) at any time before shipment for no reason.
Contact us as soon as possible and we will check the status of your order and whether it can be cancelled. You can do that by yourself by logging into your user profile, then go to My Orders and choose the Cancel Order option.

Expect to receive our confirmation for your cancellation by e-mail. If you do not receive such confirmation within a couple of hours, please, contact us immediately.

No, but you can contact us to assist you in completing your order online.

SHIPPING

We ship worldwide!

Shipment is processed by courier service (Fedex,UPS,HDLor other local delivery company) to the destination address specified by the customer.

The whole process of making your shoes by hand and deliver them to a specified destination address takes up to 1-2 weeks (7-14 days).

No, the entire cost of delivery is at ICONOY's charge.

Shipment is free for the customer in USA, EU and Switzerland.

RETURNS AND REFUNDS

Yes, in case your shoes do not fit exactly, you have the right to one free replacement.

Contact us as soon as possible, but not later than 14 days as of receiving the shoes and we will work a new pair for you to a fitting size.

Contact us as soon as possible, but not later than 30 days as of receiving the dresses. We’ll be happy to repair your dresses or replace them with new ones – handmade to the same design. You can also return the product without replacement – in such case we are going to refund the whole sum paid by you.

If there is a significant difference between the design of dresses that you ordered and the design of shoes that you have received – for instance the shape,material, colors, accessories or size, the product will be considered defective and may be returned or replaced.Please, bear in mind that a slight difference between the visualization of your design as it appears on our site and the actual model you receive, is possible. For instance, the colors displayed on your monitor depend on the customized settings and may create expectations for a bit different shades. In such cases the product will not be considered defective and will not be replaced or returned.

In case your order concerns replacement due to unfitting size, your order will be refused if you have had replaced your dress once and you want a second replacement. Dresses that show traces of having been worn and used will not be replaced either. To satisfy your order for replacement or return, you need to place it within 14 days as of receiving the shoes.


If you want to order the replacement or return of a defective pair, you need to notify us about the defect not later than 30 days as of the date of receiving the dress, by describing the defect in great details and attaching photos to illustrate the problem, if possible. We have the right to refuse replacement or return of the product when, to our opinion, the product cannot be classified as defective – for instance in case of intentional damages or damages resulting from improper use, etc.

Replacement or return orders for no sound reason will not be satisfied.

The cost of return and/or replacement of defective products will be entirely charged on ICONOY.

For replacement of an unfitting product one-time shipping cost will be charged on ICONOY.