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COVID-19 FAQ
Hi, Icons Of Manhattan here.
As we navigate this uncertain time, we want you to know we’re doing all we can to keep our staff and customers safe. Icons Of Manhattan is open, and we’re delivering as usual. We’ve put new measures in place to keep our warehouse staff safe, including heightened hygiene processes, split shifts and social distancing, and we’ve introduced no-contact delivery.
All of our teams who are able to work from home are now doing so, including Customer Services. You can continue to contact them via email as usual. We’ll keep this page updated with the latest information.
Can I still order online?
Yes, you can still order online as normal and we can still deliver as normal.
I have an order pending — what will happen to it?
If you have an order pending we’ll still deliver it. Please check ‘Track My Order’ or contact our Customer Services for the latest information on your delivery.
What precautions are your warehouses/couriers taking to prevent the spread of COVID-19?
Our teams, carrier partners and customers’ health and safety is our number one priority. In our warehouses, we’ve increased our hygiene regimes to ensure that hand washing and cleaning are much more frequent, and have deployed split shifts to minimise the number of people working together. Our carriers have all deployed similar working practices and we continue to work with them on a daily basis to share our latest thinking. All of our carriers are now providing no-contact delivery only, and will refrain from coming into your home during this time.
Do you have a no-contact delivery process in place?
Yes. FedEx, our carrier partner is now providing no-contact delivery only, and will refrain from coming into your home during this time.
For houses, this means we’ll place items in your driveway, rear garden or garage as requested, while maintaining social distancing restrictions. If these locations aren’t available, we’ll place items outside your house where requested when we arrive.
For flats and apartments, we’ll place items in the reception or doorway (first floor).;
I'm self-isolating. Can I still get my delivery?
Yes, of course. We’re now providing no-contact delivery.
I'm self-isolating. Can I still return my items and have a collection?
Yes, of course. Please let us know if you’re self-isolating and we’ll make a no-contact pickup or, if you prefer, we’ve extended our returns period to 30 days to give you some extra time before we need to collect. Please ensure all return items are fully repackaged, otherwise our carrier will be unable to collect it. To arrange a return, please contact our Customer Services team.
Can I change my delivery ocation?
Yes. Please contact Customer Services to change the delivery location.
I'm self-isolating and getting a large item delivered. What happens with this delivery process now?
Your delivery will still happen as normal, but as we’re only offering no-contact delivery, we will only deliver outside your front door (if apartments, the first floor).
Are you changing your returns policy/process during this time?
Over this period we don’t want you to worry, so we’ve extended our returns period to 30 days to give you plenty of time to book a return with us.
Are your Customer Services still open?
Yes, you can contact our Customer Services over this period.