Delivery & Exchange Policy
Last Updated: December 07, 2025
At ICONA, we aim to provide a smooth and reliable shopping experience for every customer. This Delivery & Exchange Policy explains how we handle shipping, delivery, exchanges, and related customer service matters.
1. Shipping and Delivery
A. Delivery Locations
We currently deliver:
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Across Lebanon (via local courier services)
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Internationally to selected countries (via trusted global shipping partners)
Before placing an order, please verify that your delivery location is supported at checkout.
B. Processing Time
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Orders are typically processed within 1–3 business days after payment confirmation.
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Orders placed on weekends or public holidays are processed on the next business day.
You will receive a confirmation email once your order has been shipped, including tracking information if available.
C. Delivery Timeframes
Estimated delivery times:
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Within Lebanon: 2–5 business days
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International Orders: 5–15 business days (depending on destination and customs procedures)
Please note that delivery times are estimates and may vary due to:
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Customs clearance delays
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Courier network issues
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Force majeure events (strikes, weather conditions, etc.)
D. Delivery Charges
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Delivery fees are displayed at checkout and depend on destination, weight, and courier rates.
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International orders may be subject to additional customs duties, taxes, or import fees — these are the buyer’s responsibility.
All prices and delivery fees are in USD.
E. Order Tracking
Once shipped, you will receive a tracking link by email or SMS (where available).
If you experience delays, please contact info@icona-store.com with your order number.
2. Order Issues
If your package arrives damaged, incomplete, or incorrect:
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Notify us within 48 hours of delivery.
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Provide photos of the product and packaging (if damaged).
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We will assess the issue and offer a replacement, exchange, or refund as applicable.
We reserve the right to refuse claims made after the 48-hour period or for items used, altered, or not in their original condition.
3. Exchange Policy
We want you to be satisfied with your purchase. You may request an exchange under the following conditions:
A. Eligibility for Exchange
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The item must be unused, unworn, and in original packaging with tags attached.
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The exchange request must be submitted within 2 days of receiving your order.
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Certain items (e.g., intimate wear, or personalized items) are non-exchangeable for hygiene reasons.
B. Exchange Process
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Contact our customer support at info@icona-store.com within 2 days of delivery.
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Provide your order number and reason for exchange.
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Once approved, return the item to the address provided by our team.
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Upon receiving and inspecting the item, we will issue an exchange or store credit.
Customers are responsible for return shipping costs, unless the product was defective or the wrong item was sent.
C. Exchange Timeframe
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Domestic exchanges (within Lebanon): processed within 5–7 business days after receiving the returned item.
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International exchanges: may take 10–20 business days, depending on logistics.
4. Non-Returnable / Non-Exchangeable Items
The following items cannot be exchanged or returned:
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Sale or clearance items marked “Final Sale”
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Opened beauty or hygiene products
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Customized or personalized products
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Gift cards and digital goods
5. Cancellations
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Orders may be canceled before shipment by contacting our support team.
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Once an order has shipped, it can no longer be canceled but may qualify for exchange after delivery (see Section 3).
6. Responsibility and Liability
ICONA is not liable for:
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Delays caused by customs or courier services;
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Incorrect shipping addresses provided by the customer;
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Packages marked “Delivered” by the courier but not received (in such cases, please contact the courier directly).
We always strive to assist in resolving delivery disputes where possible.
7. Contact Us
For delivery or exchange inquiries, please contact:
ICONA E-Commerce
Beirut, Lebanon
📧 info@icona-store.com
WhatsApp: 81 237 257