Delivery & Returns

Delivery

All products are shipped directly from Italy. We offer a reliable delivery service for Italy and abroad. When you're placing your order, the available delivery options for your destination will be displayed and shipping costs will be calculated, at checkout. Delivery costs will vary depending on the service selected, and your item destination. For all international deliveries, shipping may incur additional charges, such as import duties. For our international customers, it is recommended to check with local authorities regarding any potential import duties that may be applicable.

Delivery of the Products is limited to specific countries and territories. If you don't see your location, please reach out to us. If necessary, you can place a new order with a different delivery address. The Iconic Lodge will send a shipping confirmation via email once the products are dispatched after the successful payment of the due amount. Such email shall contain a shipment tracking code and an exclusive link that will allow you to monitor the delivery in real time. 

The Products shall be delivered to the address indicated by the customer in the order. Delivery address cannot be modified once the order has already been shipped. No delivery at the post office box will be made and we will not accept any purchase request with an address that may not be identified.

Our products are insured against theft and damage during shipment until the delivery, so in the event the loss or damage to the product occurs prior to the physical delivery to you or a third party appointed by you, The Iconic Lodge shall refund you any amounts already paid. 

In accordance with applicable legislation, the term within which the Iconic Lodge must deliver the items purchased is 30 (thirty) days from the date of execution of the contract, except in cases of force majeure. For pre-ordered products, personalized items, the delivery date shall be longer than 30 days and the Iconic Lodge shall deliver these items at the estimated delivery dates, or the estimated delivery period agreed with you.

To the extent permitted by the applicable legislation and by these general Terms and Conditions of Sale in case the delivery has not occurred within the above indicated term, you may ask The Iconic Lodge to make the delivery within an additional period. You still are entitled to repudiate the Contract if the ordered item is not delivered within the specified additional time frame. The Iconic Lodge shall, without undue delay, reimburse all sums paid under the Contract.

Delivery timing is estimated from the time your order is shipped, not when it is placed and should only be used as a guide. In the event The Iconic Lodge fails to execute the order, we shall refund any sums you already paid for the payment of the Product. If you have chosen bank transfer as the payment method, the delivery term shall start from the receipt of your payment.

In accordance with art. 63 of the Consumption Code, if there are any issues with the packaging or the items, such as damage or discrepancies in the number of parcels received compared to the delivery note, you are invited to refuse the delivery by the carrier/shipper or to accept the delivery "with reservation". Once you have signed the courier’s transportation document, you may not object to the external characteristics of the delivered goods. You are responsible for the risk of loss or damage to the items from the moment in which you or a third party appointed by you and other than the courier, physically takes possession of such items. At the time of delivery, a signature by an adult, over 18 years of age, or the age of majority in his country is necessary to verify that the packaging and the product are not damaged. Please inspect your order upon reception and contact us immediately if necessary.

In addition to any conventional warranties provided at the discretion of The Iconic Lodge, legal warranties under current legislation apply to the sale of products.

In the case you choose a courier different from those proposed during the purchase process, the risk of damage of the products is transferred to you already from the moment of handing the product to the courier. Any notification shall be notified from you to the courier.  

Orders are only processed on weekdays, excluding national holidays in Italy (New Year's Day and

Epiphany, Easter Monday, April 25th, May 1st, June 2nd, August 15th, November 1st, December 8th,

Christmas Day and Boxing Day).

Return policy and refunds 

Upon receiving an order, if you change your mind about your purchase, or if it is damaged, you can return it within fourteen (14) days from the day on which you received the items, or on which a third party you have appointed, who is not the courier, takes possession of the product delivered. For split orders, the relevant term shall begin on the day of delivery or collection of the latest item.

To exercise your right of cancellation and to start the return procedure, you must inform us of your decision by writing an email to returns@theiconiclodge.com before the period has expired. Please wait for confirmation from us before returning your items. 

To be eligible for a return, items must be returned in new condition, with the labels and in original packaging included. You must therefore ensure that the items are intact. The integrity of such items is essential for the exercise of the right of withdrawal. Please note that customized items cannot be returned. 

To complete your return, we require the number of orders along with a note indicating whether you want to exchange the product or a refund. For returns outside Italy, you will be responsible for the shipping costs and for the risk of loss or damage to the product during shipping, so we recommend you return to us the items using a trackable shipping service or purchasing shipping insurance.  

If you are seeking to return an item, it must meet specific criteria. To initiate the return process, you can reach out to us at returns@theiconiclodge.com.  Once your item has been returned, verified and the claim validated within 14 days from the day on which we receive the returned items, we will notify you that we have received your returned item and the approval or rejection of your refund. If your request for a refund is approved, the funds will be returned to you within 14 days of receiving notice of withdrawal, using the same payment method as the original transaction. This will be done without undue delay.

After your item is returned and approved, we will keep you updated if you have agreed to the replacement of the item with a different product of equal or greater value, for which you may need to pay the difference in price between the returned item and the new one. The exchange will be accepted by The Iconic Lodge subject to the availability of the new Products requested. Exchanges for items of equal or lower value are allowed for Apple Pay, and Wire Transfer orders. 

A voucher can also be issued with a value equal to the price paid for the returned item, to be spent, within one year from its issuance, for the purchase of another item. If the item was marked as a gift when purchased, shipped directly to you and defective, you will receive a gift credit card for the value of your return if approved. The delivery time for your exchanged product may vary depending on your location. To ensure that you receive the item you want, we recommend returning the original item and making a separate purchase for the new one once the return has been accepted. The items in the KushionMe Collection are unique and can only be exchanged for a different design or pattern. If you have any questions about our Returns and Refunds Policy, please write to: returns@theiconiclodge.com