Frequently Asked Questions
Shipment
More information about shipping costs and delivery times can be found on our shipping page.
Send an email to info@iconic-elements.com as soon as possible with the correct address details and order number. As long as the order has not yet been delivered to the delivery service, it can still be adjusted.
The order confirmation will be automatically sent by email immediately after completing your order. Did you not receive anything? Please check your spam or junk mail folder first.
If you can't find there either, please contact us at info@iconic-elements.com. We'll be happy to help you.
With every order you will automatically receive a track & trace code from our delivery service at the email address you provided. There you can track the status of your order.
If you're not at home at the time of delivery and the parcel can't be delivered to a neighbor, most delivery services have, since 2019, started bringing the parcel directly to a nearby pickup location.
You’ll receive a notification from the delivery service with details on where and when you can collect your parcel.
You can continue to track your shipment via Track & Trace.
For more information on this policy change, see the RTL News article from 2019 (in Dutch).
We pack every order with care. If necessary, we use extra protective packaging material to prevent damage. If damage has nevertheless occurred during transport, please contact us within 24 hours of receipt at info@iconic-elements.com.
In that case, please send the following photos:
Damage to the product
Damage to the outside of the package
Package with shipping label on which name and address are clearly visible
Opened package with contents and any filler material
We need this information to process the report and consult with our delivery service.
Once your order has been shipped, you will receive an email from us with a track & trace code. You can follow the status of your package via this link.
If you have not received anything after 3 working days, please check the track & trace status first. Sometimes the delivery service will hold the package a little longer during busy periods.
Is the status unclear, is the package in transit for a long time or does it seem to have been lost? Please contact us at info@iconic-elements.com. We will be happy to look into it for you.
Payment convenience
Payments can be made with us via bank transfer, iDeal or credit card. More information about payments can be found here.
Payments from a Dutch bank can be made through iDeal, credit card or bank transfers. We also accept credit card payments from abroad. We deliver to most countries in Europe.
Online payments are encrypted and run through a partner specialized in online payments.
Action and discount codes
When you have received a promotional code, it can be entered on the 'Shopping cart' page under the heading Discount code. Enter the discount code and the discount will be applied automatically.
If a promotional code does not work, there can be several reasons:
- Some promotions are personal and non-transferable. These promotional codes are linked to the email address known to us. The promotion is only possible for orders through the linked email address.
- The promotion has expired. Many promotions are of a temporary nature and it may be that it has expired in the meantime, so that the promotional code is no longer valid.
- The promotional code has already been used by the same person. Usually, a promotional code can be used once by a person. Entering the promotional code again gives an error message.
- The promotional code is limited in number of orders. This concerns promotions that only apply to the first number of orders. For example, after 100 orders, this promotion expires automatically. So be quick.
- Combination packages and other offers are excluded from promotions with codes. These items can be purchased without a code at a reduced price.
In case personal codes represent a fixed amount, these can only be redeemed against products on our site. It is not possible to exchange it for money.
Only 1 promotional code can be used per order. Multiple promotional codes cannot be combined.
The promotional code is only valid for the purchase of skin care products, cannot be combined with other discount codes, bundle offers and current promotions. Niet inwisselbaar voor contant geld.
Return Policy
Yes, you may return a product to us within 14 days (from the day after receipt of the product). Make sure that the product is undamaged and unused. After opening, our products can no longer be returned.
For more information, read our return policy.
