Contact & FAQ
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Most Common Questions
The item I want is out of stock. What now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion so we generally do not restock items once they have sold out. If you would like to receive a notification if your size becomes available again, simply add the item/ required size to your wishlist via the iOS APP and we'll send out an email if it does come back online.
How do I return or exchange an item?
Log in to your account and select Return an item to create your prepaid return label. Within this section, you will also choose whether youd prefer a refund, store credit or exchange, as well as the reason for the return. Drop off your return at any Australia Post office so we can safely track your return parcel's journey back to us.
Log in to your account and complete the online form to create your prepaid return label. Within this section, you will also choose whether youd prefer a refund, store credit or exchange, as well as the reason for the return. You can schedule a courier pickup or drop off your return at any local NZ Post Shop.
When will I receive my refund?
Returns are sent back via standard post so they take 2-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.
Keep an eye out for email notifications - well keep you updated along the way!
Whats our returns policy*?
We have 3 rules of returns, item(s) must be returned:
- Item(s) must be returned within 30 days of purchase; 30 starts from the date of purchase to when it is received at our warehouse
- Item(s) must be unworn and unused with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.; and
- Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags and shoe boxes. You dont need the clear plastic packaging.
If your item matches all of these condition, you can lodge a return.*The above return policy is in addition to and does not affect the statutory rights you have under the Australian consumer Law; for more information please visit //www.theiconic.com.au/terms-of-use/
How do I change my delivery address after my order has been placed?
We process and pack your order as fast as possible. Your delivery address can only be changed by us as long as your order has not been shipped. To change your delivery address, contact us by logging a ticket below or chat with us.
Once you have received a notification that the parcel has been shipped, it might still be possible to change the delivery address as long as tracking does not state delivered. For Australia Post deliveries: by creating an account with Australia Post through myPost you can redirect the parcel to a new address. For DHL deliveries: please call or chat us immediately.
Monday to Friday 9am to 9:30pm Australian Eastern Standard Time
Saturday 9am to 6pm Australian Eastern Standard Time
Excludes: Christmas Day and New Years Day
Monday to Friday 8am to 6pm Australian Eastern Standard Time
Excludes: NSW Public Holidays except for Queen's Birthday, Labour Day and Boxing Day.
Australia: 1300 668 345
New Zealand: 0800 449 370
If your enquiry is urgent, please contact us via live chat or call us during our opening hours. Our current response time through our contact form is one business day.