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Frequently Asked Questions
We know the world of memorabilia can be a confusing place. Whether you’re buying for the first time or the fiftieth time, you’re bound to have questions about the items you’re interested in purchasing. We know that.
That’s why we’ve compiled this list of answers to our most frequently asked questions – because we're all about making what we do clearer. But don’t worry if you can’t find the answer to what you’re looking for. Our friendly and informed Customer Support team are on hand to help in any way they can. Just get in touch by calling us on 020 3904 7600 or sending us an email via [email protected]. We’re always happy to chat!
Quick links: General | Our Products | Signings | Purchasing & Payment | Framing & Packaging | Delivery | About Us
Q: How do I know your items are real?
A: This is not only is 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: 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: 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: 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: Do Icons do signed memorabilia from other sports or is it just football?
A: Though we do specialise in football, we also have a huge range of memorabilia signed by the stars of a variety of sports. Muhammad Ali, Anthony Joshua, Steph Curry, Sir Ian Botham, Lord Sebastian Coe, Jonny Wilkinson, Tom Brady, Roger Federer and Conor McGregor are just a handful of the myriad names that have had signed items for sale on Icons.com.
Q: Can I follow Icons on social media?
A: Please do. You’ll be in good company. Eden Hazard, Dele Alli and Moussa Dembele follow us. At the time of writing, we have over 800,000 Instagram followers as well as more than 40,000 followers on Twitter and 100,000 likes on Facebook. We also have an official YouTube channel and a LinkedIn page. Social media is the place to keep up to date with all things Icons, including all the news on our latest signings, products, competitions and giveaways, sales, discounts and promotions. Get involved!
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: 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: 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: 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 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: 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: 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: 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. Our team will also be able to add you to our sparkling list of interested parties. So, if you’re after a David Beckham signed item (and, let’s face it, who isn’t?), we can add your name to our list and get in touch when we know more.
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.
Above: Signings take place behind closed doors.
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: Are you going to have a signing with Beckham / Ibrahimovic / Mbappe / Pogba / Ramos / my favourite player?
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: 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.
Purchasing and payment
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 PayPal or bank transfer.
Q: My order isn’t going through. What’s going on?
A: Yikes. 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 a payment method. If you continue to experience problems with ordering, give us a ring. Our Customer Support team will be able to sort you out.
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.
Q: When is your next sale?
A: We have regular sale periods during both the winter and summertime but, because we’re enigmatic and super interesting, we also like to hit you with a Flash Sale every now and then. The best way to keep up to date with when we’re having a sale, is to like, follow and subscribe on social media and via our email newsletter.
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.
Framing and packaging
Q: What’s the difference between ‘Framed’ and ‘Pre-Framed’?
A: Our framing service is bespoke in as much as we send items away to be framed only when an order is placed. However, we do keep a number of items that have already been framed. That way, you won’t have to wait for us to put your item through the framing process. We can dispatch it to you right away. Clever, huh? Unless an item states that it is Pre-Framed, we will have to send that item away to our framers, so please be aware than non Pre-Framed items can take up to ten working days to be framed and dispatched.
Q: What’s the difference between ‘Classic Framed’ and ‘Premium Framed’?
A: The main difference between our two main framing styles is price. Classic Framed shirts are, generally speaking, £100 cheaper than Premium Framed shirts. Both styles incorporate professionally stretched shirts framed above a plaque and two action shots of our Icons doing what they do best. Classic Framed shirts tuck the sleeves behind the mounts while Premium Framed shirts fold the sleeves in front of the torso of the shirt to display more detail.
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 just one to two working days.
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: 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 inflatable packing. 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: Where is Icons HQ?
A: Our head office is a stone’s throw from Euston train and underground station in London. Our full address is Icons.com, 20 Flaxman Terrace, London, WC1H 9AT. We also have a shiny new warehouse in Christchurch, Dorset. It’s from our Dorset warehouse that the majority of our orders are processed and dispatched.
Above: Our main warehouse is based in Dorset.
Q: Does Icons have a retail shop that I can come and visit?
A: Unfortunately not. We do very occasionally allow customers to come to our head office and/or warehouse to collect paid-for orders but this is only permitted in special circumstances arranged in advance with our Customer Support team.
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 Sales and Marketing Manager, Ben Soley, via email ([email protected]) or via 0207 267 0151. 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: I live in the Netherlands/Belgium. Why am I redirected to De Hand van Maradona and can I still buy from Icons.com?
A: If you are trying to access our website from an IP address based in Holland, Belgium or Luxembourg, you will be automatically redirected to our friends at De Hand van Maradona. This website has an exclusive distribution rights for our products in the region and, as part of the deal, all website traffic to Icons.com is sent their way.
Q: Are you AFTAL approved?
A: All that is needed for a company to become AFTAL or UACC approved is for a joining fee to be paid. We prefer to provide photographic and video proof of our private signing sessions and let our reputation speak for itself.