Members Area

Does the Members Area offer self-service?

Yes! With our Members Area, you can complete all your needs quickly, without waiting or talking to anyone. It’s also free of charge, simply log in with your details. Click here to access the Members Area.

What can I do in the Members Area?

You can download invoices, update delivery or contact details, submit aftercare requests, reserve orders, fill out return forms, and request order cancellation. All in seconds, with no charge.

Products

Do you have a product guarantee?

Whenever you buy a piece of furniture from Icons of Manhattan, you get our 3-year guarantee with it. We’ll happily assist you to solve your claims as quickly as possible.

Do you have any showrooms where I can see the furniture?

The philosophy of Icons of Manhattan is to offer amazing furniture designs at the most competitive prices possible. We achieve this by having no fancy showrooms filled with expensive salesmen and by dealing directly with the manufacturers, meaning no costly middlemen.

How do you pack your furniture?

Before your piece is packaged, we do a final inspection to make sure nothing’s wrong with it. We then protect it carefully and package it for delivery.

Do I get my furniture fully assembled?

Not always, but do not worry. Our skilled craftsmen make our furniture in such a way that it’s extremely easy to assemble.

What are the dimensions of your product boxes?

Our products come in a variety of shapes and sizes, and some are shipped in multiple boxes. Check the product details section on each product page for exact dimensions.

All of our products are packaged in durable, cardboard boxes.

How many boxes should I expect my products to arrive in?

Most of our products are shipped in a single box, but some require two. Check the product details section of the product page to determine how many boxes your product requires, along with the dimension and weight of each box.

Where can I find assembly and care instructions?

Not all of our products require assembly, and those that do can be assembled in just a few simple steps. For products requiring assembly, instructions will be included in the box. Please contact our customer care team at [email protected] if you can’t find these instructions, or if you need more assistance.

Most of our products require simple cleaning and maintenance. We advise you don’t use harsh chemicals and clean any spills immediately to avoid staining. If you require extra or more specific advice, please get in touch with our customer service team who will be able to assist you.

I am after something different - do you offer customization?

Unfortunately we do not offer customizations or alterations on our products, or offer any items that we don’t have available on our website.

We have carefully curated the products, materials, and colors available, and while we cannot make changes to items, we are always looking out for new and exciting additions to our collection. Be sure to check back with us in the future, and you may see something inspired by your request.

Orders

How do I place an order with Icons of Manhattan?

We’ve made it really easy for you to shop and buy from Icons of Manhattan. All you need to do is follow the process below:

  • Browse our collections and click on the pieces you’re interested in;
  • Choose a color, material or other customization you’d like, then click “Add to Cart”;
  • When you’re ready to checkout, click the cart icon in the top-right corner;
  • Click “Checkout”, fill out your address and payment details;
  • Click “Complete order” – you’re done!

And that’s it. Note that your payment will be processed straight away. If you have any questions or concerns about your order, please get in touch with us.

What happens once my order's placed?

Once you’ve ordered your desired furniture, we’ll send you an order confirmation email. This will include all the important info, like the items ordered, prices and so on.

Your items will undergo quality checks before being shipped from our warehouse. Once your order has been shipped from our warehouse we will send you an email with a tracking reference number for our delivery partner.

You can always contact us at any stage if you have any questions or want to know what’s happening with your order.

Can I cancel or change my order?

Payment is taken and orders are processed immediately after ordering, so be sure to check over the contents of your cart and your delivery address before finalizing your purchase. Once the shipping labels have been printed, which usually takes between 1-2 working days, we cannot cancel or change your order.

If the shipping label has already been printed, and your order shipped, we are unable to cancel or change the order for you. If you wish to return an item, just contact us within 30 days upon delivery. Once you’ve notified us, we’ll let you know how to return it. Once it gets back to us, you’ll receive a full refund minus any outbound and return shipping costs. For further information, please refer to our terms and conditions.

How long is the lead time?

Our aim is to keep all of our products in stock at all times. However, in periods with high sales, this might not always be possible. You can always see the accurate lead time of all products on the product pages below the “Add to Cart” button.

Can I add another item to my order? If so, how?

If you want additional items on your order, the best way to do this is by placing an additional order through our website.

We cannot make amendments or changes to orders after they are placed, so be sure to confirm the contents of your cart before checking out.

One of the parts of my furniture broke. How do I buy spare parts from you?

At the moment, we don’t sell spare parts for any of our pieces.

Do you ship outside the United States?

For any orders outside the US, please do not hesitate to contact us directly. Our customer service team will be more than happy to find a tailor made solution for your needs, wherever your delivery might be.

How long will it take to receive my order?

We fulfil all in-stock orders at our US warehouse within 2-5 days working days. Once your order has been shipped, we’ll contact you via email with shipping information, including a tracking number. Kindly note that we don’t ship to these states: Alaska, Hawaii, Michigan and Connecticut.

Returns & Exchanges

Do I pay for return shipping?

Return shipping is not free and is up to the customer to organize and finance the return of unwanted products that are in resellable, like-new condition. If the product is deemed eligible for a return, we will refund you in full minus all outbound and return shipping costs.

Are there any limitations on Icons of Manhattan accepting a return?

Returns will not be accepted if the product is damaged by the customer with scratches, stains, drilling or any other modifications. This means that they cannot be assembled or used in any way prior to return. Returned items must be re-boxed in their original packaging materials before returning. The packaging materials must be original, unmarked and undamaged. We are unable to offer additional boxes for returns.

I have just returned my order. What now?

Our warehouse and finance teams process all returns within 5-10 business days of your return arriving in our warehouse. Refunds may take a little longer to complete, depending on your financial provider. If you have any concerns or queries about this process, our customer care team will be happy to assist you.

I haven't received what I ordered. What can I do about it?

It’s very important that you inspect your order upon delivery. Our quality team checks your furniture to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something or sent you the wrong thing, just let us know within 30 days upon delivery.

If you choose to keep the wrong item, we can offer you a partial refund.

If you choose to return the wrong item, we will arrange the collection, and send you back the replacement, free of charge. Please make sure that the returned item is in unused, like-new condition and in it’s original packaging, otherwise we won’t be able to give you a refund or a replacement.

If an item/part is missing, we can offer you a partial refund or a replacement.

What if I wish to return an item?

We want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with a product you can notify us via email at [email protected] and our customer care team will provide all of the details for initiating a return.

Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies, we are only able to accept returned items that are in original packaging and like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. As soon as the returned item(s) are received back to our warehouse in good condition our team will issue your refund minus any outbound and return shipping costs.

I received a damaged item. What do I do?

We’re sorry to hear you’ve experienced a problem with your purchase. While we go to great lengths to ensure every order arrives in perfect condition, occasional mishaps are inevitable. Please contact our customer care department within 30 days from receiving the delivery to report the issue, and we’ll correct the problem right away. Please make sure to submit a claim via the Members Area here and our Aftercare team would start an investigation into the issue and find the appropriate solution. Please note a picture of the shipping label and a short video showing the fault are compulsory to successfully opening a claim.

It the received item is in an unusable condition, we can offer you a discount or send a replacement depending on the agreement.

Help! My parcel arrived damaged / is missing.

We’re sorry to hear you’ve experienced a problem with your purchase. While we go to great lengths to ensure every order arrives in perfect condition, occasional mishaps are inevitable. Please contact our customer care department within 5 days from receiving the delivery to report the issue, and we’ll correct the problem right away.