FAQ
GENERAL
Who are you?
We are 11 ICON and we are based in the Netherlands. We focus primarily on football related streetwear and art.
How do I get in touch with you?
You can reach us through our social media channels or our email: team@11icon.com. We try to respond within 24-48 hours.
OUR PRODUCTS
Are your products unisex?
Yes, all our products are gender neutral. We do not differentiate between sexes. You can’t spell football without ALL.
What size do I need?
Each of our products has an individual size chart. Please use the specific chart to determine your best fit. All size charts are in centimeters. Please take an error margin of 1-3 cm into account, since most of our products are measured by hand.
If you would like to receive advice regarding your required size, do not hesitate to email us.
ORDER
What payment methods do you accept?
We accept secure payment through iDeal, Apple Pay, Google Pay, Shop Pay, PayPal, Bancontact, Klarna and all major credit and debit cards through our secure payment gateway.
How do I know you have received my order?
Once you’ve placed your order, you will receive a confirmation email with your order number. Once our team has processed your order and your items are shipped, you will receive a second email with a track-and-trace number.
Can I edit or cancel my order?
Since we want to make sure that you will receive your items as soon as possible, we will start processing your order as soon as we receive it. This means that once your order has been placed, there is little chance to edit or cancel it.
Always try to contact us by email as soon as possible with your request. We will let you know whether changes are possible.
Please do not refuse the package when it gets delivered if you would like to be refunded. We do not take responsibility for packages that have been rejected by the recipient. Rejecting the package for any reason, will prohibit you from receiving a refund.
What should I do if I receive an incorrect or damaged item?
We are sorry if you have received an incorrect or faulty item. We strive to achieve 100% satisfaction when our customers receive their favorites. In order to get this sorted for you, please email us the following info:
• Your name
• Your order number
• Picture of the fault/incorrect item
• Product name (this can be found on your order confirmation email)
I have only received part of my order, where is the rest?
When you order multiple items in one order, these may be shipped separately so these can get delivered faster to you.
If you have not received all the items within the expected delivery date that is stated on the track & trace page, please contact us at team@11icon.com within 30 days, so we can look into it.
SHIPPING
Do you also ship to my country?
We ship to all countries. Is your country not listed? Feel free to contact us. Maybe we can work something out for you.
Do you ship it yourself?
No, we use the new shipping method. This means that we ship directly from our supplier.
Why do you do that?
This naturally saves a lot of costs and we can get benefits for you. With this new method we can offer shipping worldwide, products at a much lower price and it is better for the environment.
Where do my products come from?
We currently have shipping facilities in the United Kingdom, United States, The Netherlands and Australia.
We do our best to be as efficient as possible and ship from the facility closest to you, to reduce our impact on the environment and minimize shipping time.
What is your delivery time?
The delivery times vary per country and is estimated in business days. This mostly depends on the time it takes for customs and the local mail carrier to deliver your package. To see all our delivery times take a look at our delivery policy
Do I have to pay duties or taxes?
There is a little chance that your order will have any additional fees added after you have paid for your item, and it has been shipped. If this is the case, 11 ICON is NOT responsible for any duties and taxes. The added duties and taxes in the destination country are the responsibility of the buyer. If there is any issue with this, feel free to contact us.
Please do not refuse the package when it gets delivered if you would like to be refunded. We do not take responsibility for packages that have been rejected by the recipient. Rejecting the package for any reason, will prohibit you from receiving a refund.
What happens if I am not at home when my order is delivered?
If you are not at home when your package is delivered, the courier will leave a card or send an email with more information about where your order is, how to pick it up, or how to make a new delivery appointment. Also check your tracking code for more information about this.
If your order will be returned back to sender due to non-collection, we are not responsible for the additional costs. We will arrange a resend of your order and apply a fee for the additional shipping costs. Refunds for non-collection of orders are not possible.
RETURNS
What is the return policy?
You have the right to open the package and check the contents, but the product must be returned unused to us. The product must be unworn and unwashed, with all original tags attached and in the original bag.
-Announce your return within 14 days of the item(s) being delivered to you or made available for collection. You can register your return or exchange by sending us an email.
-Make sure that your return is delivered at our return address within 14 days after you have received the return instructions from us.
For more info, take a look at our return policy.
When do I get my refund?
Once we receive your return package, we will send you a confirmation of receipt via email and process your refund immediately. The refund will automatically be processed according to the payment method that you used to place the order.
I bought a sale item, can I return it?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Can I exchange an item?
Yes, but only the tees. The art cannot be exchanged. Customers can email us with the exchange request for their tee(s).
What is your return address?
Customers will receive the return address after they have send us as email for return instructions and the return address.
IMPORTANT: the address on the package is NOT our return address. We will not receive the package if you send it to that address and therefore we will not be able to refund you.
Do I really need to add insurance when returning my order?
As the shipping of a return is your responsibility, we always advise to choose for trackable shipping with insurance. Shipping insurance guarantees that your purchase amount will be reimbursed in case your package gets lost.
Is the address on my package your return address?
No, this is NOT the return address. We will NOT receive the package if you send it to that address, and therefore we will NOT be able to refund you.
I have sent my package to the wrong return address, what now?
This is very unfortunate, perhaps you can check the carrier that you have used to find out where your package is. Unfortunately, there is nothing that we can do to help you in this case. As long as we have not received the items that you would like to return, we are unable to process a refund.
When can my return be rejected?
It could be that your return will not be accepted if it does not comply with our return policy. We will not accept a return if:
- the item(s) are not returned in their original condition and packaging. All our items are delivered in a see-through zipper bag, this is considered as the original packaging. If your item has a tag, this is also considered as the original packaging. The see-through zipper bag is not suitable to use solely as shipping packaging, as from experience, items are received damaged if only this packaging is used. The zipper bag should be intact.
- the item(s) are returned after the return period of 14 days that is stated in the return policy.
- the item(s) are returned damaged due to wrong package.
We will update you if we do not accept your return. May you want to receive your package back, we will ask you to cover the delivery costs.
My return has been rejected, what now?
If you have received an email from us with the message that your return has been rejected, you are also offered to receive the items back. We will send you an invoice for the shipping costs. After we have received your payment for these shipping costs, we will ship the rejected items back to you.
Can I return multiple orders in the same package?
Yes, you can notify us regarding this by sending us an email.
KLARNA
What is Klarna?
Klarna is an independent payment provider that we offer in our online store. It offers a payment method that allows you to delay your payment up to 30 days later (Pay Later), pay in 2 months (Financing) or split the cost in 3 payments (Pay in 3). 11 ICON has no influence over whether your payment will be accepted or not. If you have any trouble with your payment, please contact Klarna Customer Service.
If you are choosing Klarna as your payment method, please remember to spend responsibly. We want you to enjoy your items guilt-free, without any problems.
Can I pay with Klarna?
Customers over the age of 18 and with a billing and delivery address in The Netherlands, Germany, Austria, Finland, Belgium, Spain or Italy are able to use Klarna as a payment method. You can find more information here. Since Klarna has several payment methods, see the following to see which method is available for which country.
Klarna Pay Later - Pay in 30 days
This is available for The Netherlands, Belgium, Germany, Austria and Finland.
Klarna Financing - Pay in 2 months
This is available for Germany and Finland.
Find more information regarding Klarna Financing here.
Klarna Pay in 3
This is available for France, Spain and Italy.
Find more information regarding Klarna Pay in 3 here.
When can it be used to place an order?
There is no minimum spend, just add the items to your basket and choose Klarna as your payment method during checkout. If you have a gift card, and you are spending more than the amount that is on the gift card, you can pay the remainder by using Klarna.
It is not possible to purchase a gift card with Klarna.
When do I have to pay for my order?
This depends on the Klarna payment method you have chosen (see the previous question). You will receive an email from Klarna with your payment instructions once you have placed your order.
I have trouble paying with Klarna
There could be various reasons why your payment might be declined by Klarna. We recommend to contact Klarna Customer Service to find out what the problem is.
How do returns work if I have paid with Klarna?
To return your items, you can just follow our return policy. As soon as we have received and processed your return (within the timeframe stated in our return policy) and you have not paid your invoice of Klarna yet, Klarna will send you an updated version. If you already paid your Klarna invoice, you will receive a refund from Klarna for the item(s) you have returned.