Frequently Asked Questions

What forms of payment are accepted?

Northern Icon currently accepts payment by Paypal or by Credit Card: Visa (Verified by Visa) and MasterCard (Securecode). You can safely enter your credit card number via the server of your own bank or credit card company, which encrypts all submitted information via a SSL (Secure Sockets Layer). Customers who want to pay through their bank accounts can use the payment by Purchase Order method. We will send a PO with payment details for the required wire transfer.

Can I pay by Invoice?

Yes, Once your cart is filled and you are ready to check out, simply select "Purchase Order" in step 4: Payment Method. A PO will be made for the products in the cart and Northern Icon will generate a Pro Forma Invoice. Payment should be made via a wire transfer; the details your bank will need are written at the bottom of the Pro Forma Invoice. Once payment is received then a standard Invoice will be sent to you.

How does Northern Icon guarantee the security of my card details?

The security of your personal data is our highest priority, we use the latest technology for shopping and ecommerce security. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. The Northern Icon website has a certificate issued by RapidSSL guaranteeing that your transactions are secure. A secure page has a padlock icon on the edge of your browser window to indicate that the area of the site are secure. You can also double-check by looking at the web address (URL) window of your browser. When accessing a secure server, the first characters of the site address will change from ‘http’ to ‘https’.

How do I set up an account?

It’s easy to set up an account. If you are a new customer you can shop right away by adding product to your shopping cart, just click on the ‘add to cart’ button to add it to your order (you are not committed to buy at this stage). You can verify the items in your order at any time throughout your shopping session by clicking on the ‘VIEW YOUR CART’ link.

Should you wish to amend your selection, simply click on the ‘delete item’ icon next to the product image you do not require in the ‘VIEW YOUR CART’ pull down page, The page will then automatically refresh.

You will have the option to ‘continue shopping’ or ‘checkout now’. You will also see in the cart a choice between ‘returning customer’ and ‘new customer’. If you are a new customer, you click ‘create an account’ and fill out the requested information. Once the checkout process has been completed, your account information has been saved on our secure database. Next time you shop Northern Icon you will login as a ‘returning customer’. It is also possible to ‘check out’ without having to create an account.

Will I be taxed?

We offer Tax Free Shopping! By shopping online You can save anywhere from 5% to 20% compared to buying in a retail store in your country. Northern Icon, however, is required by law to charge VAT on orders shipped to addresses within the European Union. This tax is calculated and itemized during the online ordering process (it may show up only after you specify your shipping information). No sales tax will be applied to orders shipped to addresses in the United States, Canada and all other international deliveries.

I am buying for a company registered in the European Union, will I be charged VAT?

You will NOT be charged VAT if your Company is registered in the EU and you provide us with a valid VAT number. You will need to Sign-in and create an Account. Enter your full VAT number in the Account & Contact Information section. Send us an Email requesting us to verify. Once we verify your VAT status, you will receive a confirmation email within 24 hours (we can also confirm your VAT number over the phone). After that you will be able to shop without being charged VAT. Please call us if you have any questions. (reminder: for each visit you need to be logged-in as this user)

What is the policy for privacy?

Your privacy is protected. Information you submit via this web page is not shared with other organisations and is always treated as confidential.

Can I order by telephone?

Yes, Our Support Staff are available to answer your questions or complete your sales, Monday - Friday 10:00 am to 6:00 pm
If you live in North America call us at 1 (206) 923 9275
If you live in Europe call us at +44 (0) 20 8144 1925
If a staff member is not available to answer your call, please leave a message. We will return your call promptly, during the next business day.

Can I order by Fax?

Yes, you can fax your order to Northern Icon Sales:
Fax: +1 801 406 2016
Please send an email confirming that your fax has been sent to Northern Icon.

What is Northern Icon’s Shipping policy for European Union deliveries?

Northern Icon offers FREE SHIPPING for Accessories and Lighting of $100.00 or more for most items. Items that have free shipping will be noted on the product page. The shipping charges will be determined at the time of order, and will appear at the summary after you click Check Out Now.

Northern Icon will fill your order within 24 hours of accepting your order. Inconsistent data and billing information may delay your order. Please allow at least 2-3 weeks for your purchases to arrive if the order is shipped via regular mail, and 3-4 days if your order is shipped via UPS or FedEx. Some items have longer lead times, including custom orders that may take up to 10 weeks. We provide you a specific estimate of the lead time for any of the products on our site, directly on each product page. Please contact Northern Icon customer service for any shipping enquiries.

Please note that delivery times are not guaranteed. Special orders may take longer to deliver. You will be notified by email once your goods have been dispatched from our warehouse at Northern Icon. All products will be sent by recorded delivery and will therefore require a signature upon receipt. Unfortunately, we are unable to deliver to PO Boxes. You must provide a street address.
We will be pleased to send any item as a gift but, to avoid confusion, or a product being returned, please forewarn the recipient that a parcel is on the way. Please note it may not be possible for us to deliver to some locations. We will contact you if there is a delay in delivery or if an item is out of stock.

From the moment a carrier attempts to deliver to the address, the goods they are the Customer’s full responsibility and the Customer has to accept the goods when they are ready to be delivered.
Where the Customer does not comply with our attempts to deliver the goods we may, at our discretion, cancel, in part or entirely, the order and charge the Customer 10% of the total cost of the order to cover storage, shipping and insurance of the goods.

What is Northern Icon’s Shipping policy for International deliveries?

Northern Icon will deliver anywhere in the world. All products (except oversized goods) shipped outside of the European Union will be shipped via Fed Ex, UPS, or by parcel post, depending on the product, the delivery charge will show up at checkout, prices will depend on where the goods will be shipped to. Merchandise delivered overseas may be subject to import duties, taxes and brokerage fees. Such taxes and fees will be payable when the goods reach their destination. The liability for payment of such customs duties rests solely with the buyer and Northern Icon has no control or liability for them.

What is Freight Shipping?

Certain items offered on Northern Icon are required to be shipped via a freight carrier, rather than standard carriers, because they are either too heavy or require special handling. If your purchase will be delivered via a Freight service, you will be contacted by the Freight company by telephone 1 or 2 days prior to delivery in order to schedule a delivery appointment. You will need to be present to sign for the item. All shipments coming via Freight are brought to the curbside only. Freight shipping does not include assembly, installation or delivery to inside a residence or office. Freight carriers do offer home or office delivery for an additional charge. Please enquire directly with the Freight company when they contact you.

Are Northern Icon shipments insured against damage?

Yes. Every shipment is insured against damage by the respective carrier, the coverage is based solely on the weight of the goods and not its value. You should carefully inspect your merchandise upon receipt and notify us immediately if you notice any damage due to transit. To successfully expedite any damage claim, you must keep the original packaging material that the item arrived in and print the words, “Damaged Upon Arrival” next to where you sign for the merchandise. A photograph can also be very helpful in assisting us to expedite any damage claim.

What is your return policy?

Customer satisfaction is very important to us.

You can return any item purchased from us if you are not satisfied.

You must contact Northern Icon within 14 days of the receipt of the product. If the product is returned unused in the original box, we will exchange it or offer you a refund based on your original method of payment. The product must be returned to the Northern Icon warehouse within 30 days of notification. All products must be packed in the original packaging including any accessories and documentation that was shipped with the product.

For proper credit, a written notice of your cancellation is required, all returns must include the authorization number issued by Northern Icon clearly marked on the outside of the package. Unauthorized returns will be refused. We do not credit shipping and handling charges.

Northern Icon recommends that you,

  1. Use a carrier that offers tracking and,
  2. Either insure your package for safe return to Northern Icon or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit.

If you choose not to,

  1. Use a carrier that offers tracking and
  2. Insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

Please note that National Postal services offers limited tracking capabilities and that there is often a 30 calendar day waiting period before the post office will initiate a trace.

All returns should be shipped directly back to the company who shipped it to you (there should be a return address on the packaging), using the same method it was shipped (UPS, Post, etc.). If you are uncertain about any of these details, please email Northern Icon Customer service.

Exceptions: Items that have been manufactured according to customer specifications, such as furniture with custom upholstery, cannot be returned. Items that are not in-stock and factory ordered on behalf of the customer, cannot be returned.

All returns may be subject to a 15% restocking fee.

What is your refund policy?

You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is not due to our error, we will deduct any shipping costs from your refund. Your return may also be subject to a 15% restocking fee.

What is your Cancellation Policy?

Once you place an order with Northern Icon, we check to see that the product is available to the specifications you require, and that all of your billing and shipping information is verified. This process takes us approximately 24 hours. Your order is then forwarded to our distribution centre. If you change your mind and wish to cancel an order within 24 hours, we will be able to confirm cancellation without penalty.
After 24 hours of the order, an order can be cancelled up to the time of shipment but a 15% restocking fee will be applied to the payment method.
An order that is shipped and has left our warehouse cannot be cancelled. Custom and factory orders cannot be cancelled once placed by Northern Icon on your behalf.

Are your products covered by a warranty?

Every product is covered by its own manufacturer’s warranty, where applicable.

How does the Gift Registry work?

Setting up a registry is easy. All it takes is filling out a short form. Once you have created a registry you can add products as you like and those products will be available for purchase by anyone who knows either partner’s first and last name.

How do I purchase a Gift Card?

Receiving a gift card is a pleasant surprise for anybody who appreciates good design! You can purchase a Gift Card by clicking on the link and then choose your amount, from there it’s a simple checkout process, just like buying any other product on Northern Icon. The Gift Card is good for any product on the site and will never expire. You can choose either a card sent to the recipient in a special card and envelope with a personal message enclosed or instantly via email.

How do I redeem a Gift Card?

When you are ready to redeem a Gift Card all you need to do is click on the ‘redeem a gift card’ link in the preferences window of the shopping cart, you will see it after you click the green ‘check out now’ button. Fill in the numbers and click on the ‘apply’ button, then proceed to the ‘next step’.

How do I use my promotional code or coupon?

If you receive a discount code by e-mail or see a promotional code from any campaign, you can easily redeem this via our website.
All you need to do is enter the promotional code in the preferences window of the shopping cart, you will see it after you click the green ‘check out now’ button. Fill in the numbers and click on the ‘enter’ button. The discount will be validated and you can proceed through the ordering process by clicking on the ‘next step’ button.

I am an architect or designer do you offer services to the trade?

Yes, we work closely with leading architects and designers, from large scale commercial spaces to restaurants, residences and offices. Please contact us North America 1 (206) 923 9275
Europe +44 (0) 20 8144 1925
We look forward to working with you!

How does an architect or designer get a quote or an estimate?

If you know exactly what products you need for your project you can email your specifications to contract|at| We are ready help, or call us anytime to get started.
North America 1 (206) 923 9275
Europe +44 (0) 20 8144 1925

Do you offer Quantity Discounts?

Yes, Quantity Discounts are calculated automatically in your shopping cart. The amount depends on the value of the order, and only applies to MULTIPLES of the same item.

Quantity Discounts

Order Value at Retail Price Quantity Discount
€ 500 to € 1,700 10%
€ 1,700 to € 3,400 15%
€ 3,400 + 20%

Note: Quantity Discounts only apply to selected accessories. If you don’t see a quantity discount applied to your product in the shopping cart, contact us and we may be able to add your item to this section. We regret we cannot offer discounts on furniture or lighting.

Do you offer Corporate Gift Discounts?

Yes, the discount depends on the value of the order, and only applies to MULTIPLES of the same item. Our services include personal assistance in selecting a gift and delivery to multiple addresses. Please contact us to sign-up for Corporate membership. Let us know if you have special circumstances, we are very flexible and can also offer different payment options and terms.

Corporate Gift Discounts

Order Value at Retail Price Quantity Discount Corporate Gift Discount
€ 500 to € 1,700 10% 15%
€ 1,700 to € 3,400 15% 20%
€ 3,400 + 20% 25%

Do you give discounts to non-profit organizations?

We are involved our communities and actively support our educational and cultural institutions, please contact us regarding non-profit discounts.

Didn’t see your question here?

Please contact us if you have any questions at all - we are here to help!
Email, Telephone and Chat details are at the top of this page.