Frequently Asked Questions

Q: How do I know your items are real?

A: This is not only the biggest and most important question we’re asked, it's also the one we get most often. Assuring you that the signatures on our products are genuine is our most important mission. All of our signatures are acquired during private signing sessions – we never, ever accost players at matches, outside training grounds or in airport terminals and we never, ever buy products from companies who do this. We also never buy memorabilia from the public. We shoot photos and videos of the players signing the items. We provide details of where and when each item was signed on our official Certificate of Authenticity (COA).

And yet, we are constantly looking for new ways to prove that we are the real deal and we remain committed to that goal. If there are new ways for us to demonstrate our credibility, we will work hard to implement those measures. After all, authenticity means everything to us because it means everything to you.

Q: Does Icons buy signed memorabilia from members of the public?

A: Sorry but no. This is because we wouldn't be able to guarantee the authenticity of an item not signed during a signing session conducted either by ourselves or one of our trusted partners. This company policy safeguards our promise that every single signature sold by us is genuine.

Q: Do Icons’ items come with proof of authenticity?

A: Of course! All our signed items come with an official Certificate of Authenticity (COA). Regular products come with an Icons branded COA, authenticated by our CEO Dan Jamieson. The COA acts as your proof that the signature on the item you have is authentic. On it you’ll find any and all details that we have available to us, such as the date the item was signed; the city in which it was signed; and photographic evidence of the player signing the item. If we have it, we’ll display it. Our Icons COAs also have a uniquely-coded hologram stuck to them – this matches another hologram that we place on the product.

Licensed products, such as our Official Messi Signed Merchandise and official FIFA World Cup products, come with a very similar COA. These COAs have their own branding and styles but serve their purpose in exactly the same manner as all other Icons COAs.

Q: I have a piece of signed memorabilia – can you tell me how much it's worth?

A: Unfortunately not. We don’t have the time or the resources to validate, authenticate or evaluate signed memorabilia. But we’re happy to recommend our friends at the Shropshire-based auction company, Mullocks Auctions. Their contact details can be found at mullocksauctions.co.uk.

Q: I’m organising a charity event, could Icons donate a signed item?

A: Icons has an exclusive charity partner called Julia's House. Julia’s House is an award-winning Children’s Hospice in Dorset and Wiltshire that is dedicated to bringing comfort and care to families across the two counties. As part of our agreement to partner exclusively with this exceptional establishment, we are not able to provide donations, sponsorship or vouchers for other charitable causes.

Q: Are the shirts you sell authentic?

A: The most common type of shirts that we get signed are replicas. We buy all our shirts from official dealers, such as Nike and Sports Direct, so they aren't fake shirts but they are also not what is sometimes referred to as 'Match Issue' shirts. We will occasionally get a ‘Match Issue’ shirt signed but, because these are much more rare, they come at a higher price.

Q: The signature on this item looks a bit different to the one in the signing photo – that can't be right, can it?

A: Our signing sessions only last for a limited amount of time so we have to manage these opportunities carefully. We also want our players to feel comfortable when they are signing for us. Anything we can do to satisfy both scenarios is best practice for us. As such, we only tend to take on average one or two signing photos per product. With our players signing various quantities of any given item, the signature can vary in size, shape and sometimes clarity or even pen colour.

We always say that this is another roundabout way of knowing the products are done by hand and not by a robot. Take all of the above into consideration when looking at the difference between the signature in the signing photo versus the signature on the item itself. If there is a significant difference it may be worth flagging up and talking to us about. If there is only a minor difference, it’s likely to be down to the player signing the product in a slightly different way. 

Q: These don't look like the actual shirts or boots the players wear in games – what's up with that?

A: Many of the items we choose to get signed are replicas sourced from respected retailers. Buying what is commonly referred to as ‘takedowns’ – especially boots – allows us to pass on the savings to our customers after the items are signed. We have bought more expensive shirts and boots in the past, such as the ones that may be issued to players on matchdays, but we have found that, once signed, the added expense of a higher quality shirt or boot drives retail prices up and, as a result, leads to far fewer customers being able to afford our products.

In short, we often buy cheaper shirt and boots in order to bring signed items to a wider audience. That being said, we have heard a lot of views on this subject and we are therefore looking into buying small quantities of higher quality shirts and boots for the more discerning customer.

Q: What sizes are the signed shirts?

A: Our signed shirts come in a wide variety of sizes and it’s because of this that we don’t list the individual sizes on our website. Signed memorabilia is not meant to be worn – after all, wearing a signed shirt or boot will almost certainly damage the signature – but if you wish to order a specific size of shirt or boot, please feel free to contact our Customer Support team. If we have the size you want, we’ll happily send you that specific shirt.

Q: What sizes are the signed boots?

A: Our signed boots come in a wide variety of sizes and it’s because of this that we don’t list the individual sizes on our website. Signed memorabilia is not meant to be worn – after all, wearing a signed shirt or boot will almost certainly damage the signature – but if you wish to order a specific size of shirt or boot, please feel free to contact our Customer Support team. If we have the size you want, we’ll happily send you that specific boot.

Q: What sizes are the signed photos?

A: We aim to list the sizes of all our signed photos on that product’s page. If you can’t see this information on our website, please feel free to contact our Customer Support team. They should be able to give you the dimensions of the photo you’re after. The most common size of photo that we have measures 16 inches in width by 12 inches in height.

Q: What are ‘Fan Style’ shirts?

A: We can’t always get our hands on the exact amount or type of shirt that we want before a signing session takes place. Hey, c’est la vie! This can happen for a number of logistical reasons – but we won’t let it hold us back! To make sure we can still offer our customers the best range of shirts possible, we can order the numbers and lettering that go on the back of shirts separately, get these signed, then professionally heat-press the lettering and numbers on to the right shirts at a later date. We call these shirts “Fan Style”.

Oh, and don’t worry, the process of heat-pressing the numbers on to the back of the shirt doesn’t affect the signature in any way. We’re very careful about that.

Q: What is a dedication?

A: In short, a dedication is one of the most unique services we offer. A signed and dedicated item is not only autographed, it is inscribed directly for you. Your favourite Icon will write your name on the item and sign it for you and you alone. Or, of course, it can dedicated to someone special in your life. They could be a relative, a friend, a colleague or just someone you’re really very fond of. Whoever they may be, a signed and dedicated item is one of the most unique items of memorabilia that money can buy. 

Q: I’m interested in a product that is out of stock. When will it be back in stock?

A: This is difficult to say. Some products come back into stock quickly while others may never come back to us – such is the nature of memorabilia. Regardless of the situation, our Customer Support team will have a good idea of whether or not you can expect to see a product that is out of stock come back into stock. So, it's best to get in touch and ask.

Q: Do you use glass in your frames?

A: No, glass is too heavy & fragile for our frames and cannot be shipped within or outside of the UK due to courier restrictions on certain materials. We use perspex or acrylic in our frames as it is lightweight, protects well against damage/dust/condensation and can be transported without restrictions and with a reduced possibility of damage during delivery.

Q: When is Icons’ next signing and who is it with?

A: Soon, we hope. But, of course, we can’t say here. Due to the immensely busy schedules of the world’s biggest sporting stars, we don’t like to make promises about signings. The best way to find out which signings are on the horizon is by calling our team. They’ll let you know who we’re hoping to sign with and when we’re looking to get it done.

Q: Can I come to one of Icons' signing sessions?

A: Unfortunately this is not something we can offer at this moment in time. The sports stars we deal with tend to prefer signings to be done in private so they can relax and get the job done. On occasion, we have visited these stars at their homes, such is the comfort they have with our processes. 

Q: Does Icons pay the players to sign?

A: We do, yes. Most often the fee we give to our stars goes to their associated charities. And although we know that people are interested in such things, we cannot disclose how much we pay our stars, for a number of reasons.

Q: I don't see any items signed by my favourite player on your website. Will you be seeing them for a signing any time soon?

A: There are still a small number of footballers and sportspeople that we haven’t worked with yet but rest assured that we’re working on it. We’re always open to suggestions on who to sign with next so why not send us a message on our Facebook, Twitter, Instagram or YouTube pages with your suggestions. 

Q: How can I pay for my order?

A: There are a number of ways that you can pay for your order. The most common of which is to pay online using a debit or credit card (we accept most card types, except American Express). However, you can also pay via bank transfer.

Q: My order isn't going through. What's going on?

A: As long as you haven’t been charged for your order, we recommend you first try using a different web browser. Then, if your order still isn’t going through, try an alternative payment method. If you continue to experience problems with ordering, give us a ring on (+44) 20 3904 7600. Our Customer Support team will be able to sort you out.

Q: I've had to pay imports/customs taxes to have my item delivered. What gives?

A: Unfortunately there is nothing we can do about charges for import duties and customs taxes. It may be worth checking an online import duty calculator before purchasing to be sure of the possible costs incurred when purchasing from Icons.com. We dispatch almost all of our orders using DHL and they have written this handy guide on Duties and Taxes should you wish to read for more information.

Q: Do you have any discount codes or promotions?

A: Discount codes, promotions and sales are always heavily promoted on our social media channels, email newsletter and blog. So, the best way to keep abreast of our latest discounts is to like, follow and subscribe. Besides this, we have an ongoing Warehouse Clearance sale, in which you can get up to 70% off a range of signed items. Please note that due to the various promotions and discounts we offer, we do not give out new discount codes to customers via email or over the phone.

Q: Does the Perspex covering on your frames protect from direct sunliught (UV radiation)?

A: No, currently our Perspex frame covers do not protect against direct sunlight. We would recommend displaying your items out of direct sunlight to avoid the risk of fading to the signature and/or the colours of the item. 

Q: Do you include hanging kits with your framed products? 

A: Currently we do not include hanging kits with our frames. The reason for this is that we have had many reports of misuse over the years which have unfortunately resulted in damage to our customers' frames and even their walls. We ship worldwide and therefore would have to consider a great number of different types of wall and the screws and plugs that would need to accompany our products in order to satisfy everyone.

Please note that while we do not include hanging kits or instructions on how to hang your frames, our friendly and expert Customer Service team will be happy to guide you if you feel you need advice on doing so safely and securely. 

Q: What's the difference between ‘Framed’ and ‘Pre-Framed’?

A: We frame most items as and when an order for one is placed. However, we do keep an area in our warehouse for a number of items that have already been framed-up. We call these items "Pre-Framed". If you order a Pre-Framed item, you don’t have to wait for us to put said item through the framing process – we can dispatch it to you right away. This is not to say our in-house team of expert framers are slow – far from it – it's just that a Pre-Framed can bypass that part of our process for speedier dispatch times.

Q: How long will my order take to arrive?

A: We take pride in our dispatch and delivery times. Unframed items are usually delivered to UK and mainland Europe addresses within just one to two working days. For more information on estimated dispatch and delivery times, why not visit our Delivery Information page?

Q: How can I track my order?

A: As soon as your order has been placed and is confirmed by our system, you will receive a confirmation email. Please be aware that this email will not contain tracking or shipping details. Details of how to track your package will be sent as soon your item has been dispatched and is on its way for delivery. If for whatever reason you do not receive these details, please contact our Customer Support team. 

Q: How much will shipping cost?

A: That depends on where you live and what it is that you’re ordering. Framed items, for example, cost a bit more to ship than unframed items. For an estimate on shipping costs, click the “Add to Cart” button on the items you wish to purchase. Once you have added to your cart all the items you wish to purchase, proceed to the Shopping Cart page. Just below the breakdown of the products you have in your cart, there is an Estimate Shipping section. Simply enter your details and click “Get a Quote”.

Q: My item has been damaged, what do I do?

A: Let us know as soon as you can. Our professional dispatch team ensure all our packages are sent out in perfect condition. All our framed items are sent out in specially-designed and recyclable protective packaging . We use only thick, reinforced cardboard boxes which are securely taped shut. However, we understand that damage can occur during transit. Let us know right away which item it is that has been damaged and, if you can, send us a photo or two of the damage. We’ll assess the situation and, where applicable, we’ll arrange for a replacement to be sent out as soon as possible.

Q: Do you ship to my country?

A: It’s most likely that we do, yes. To find out for sure, click the “Add to Cart” button on the items you wish to purchase then proceed to the Shopping Cart page. Just below the breakdown of the products you have in your cart, there is an Estimate Shipping section. There you will find a dropdown list of countries to which we are able to ship.

Q: Does Icons have a retail shop that I can come and visit?

A: Unfortunately not. Maybe one day... Our products can be found in many amazing stores around the world, inclduding Classic Football Shirts in London, but for now the construction of an Icons.com Superstore remains on our to do list.

Q: Where is Icons HQ?

A: Our main base of operations is in Christchurch in Dorset but we also have an office in central London where we have worked for many years. The address of our Operations Centre where we dispatch the vast majority of our orders is Unit 7, Airfield Industrial Estate, Airfield Way, Christchurch, Dorset, BH23 3PE.

Q: What are your opening hours?

A: We are open from Monday to Friday, 9am till 5.30pm GMT. We close over the weekend and on UK bank holidays. We usually post our Christmas opening hours on our official blog, news.icons.com, but generally our offices are closed from 12pm on Christmas Eve (provided it’s a weekday) until the start of the new year.

Q: Can I work in partnership with Icons?

A: Icons have a number of partnerships with individuals and companies from around the world and we’re always happy to welcome more into the fold. Feel free to get in touch with our Head of Sales, Ben Soley, via email (ben@icons.com). You'll like Ben, he’s a nice chap.

Q: Who are A1 Sporting Memorabilia and are Icons related?

A: A1 Sporting Memorabilia are Icons’ sister brand. They are part of our company, Icons Shop Limited. We acquired A1 Sporting Memorabilia in the summer of 2015 and the two brands have been working in perfect harmony ever since.

Q: Why are Icons not members of UACC or similar organisations?

A: Companies pay a joining fee to become members of these organisations. There is no vetting of the companies nor the way they source their products. We've got nothing against these organisations but buying from someone with a stamp on their website doesn't mean much in itself. From our point of view, we think a working relationship with Lionel Messi and Cristiano Ronaldo that lasts well over a decade, while producing high-quality authenticity videos, having a FIFA licence, and being the first ever memorabilia company to work on an official basis with UEFA is the kind of reassurance worthy of respect.