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Customer Service Christmas Operating Hours

In the weeks leading up to Christmas, our Customer Service Team will be extending our operating hours to ensure we are here you need us most!

Our extended hours will be in place from the 1st of December until the 29th of December 2018. Please see the new times below for live chat and phone.

We look forward to having you shop with us!

THE ICONIC Customer Service Team

25% OFF GIFTING AND PARTY WEAR

The '25% off gifting and party wear' offer starts at 7:00am 11th December 2018 AEDT and ends at 11:59pm 17th November AEDT. Use code SAVE25 at checkout. This offer is valid on selected styles and colours listed on the following page: Unisex, Women, Men. Kids.

Please remember:

  • The refund amount for any returns will match the price at purchase;
  • This offer cannot be used in conjunction with any other offer on site;
  • The order value for discount to apply excludes shipping fees

Full terms and conditions.

Christmas returns policy changes*

If you purchase an item that qualifies for a return between the 12th of November 2018 to the 31st of December 2018 we will automatically extend the returns period for you up until the 31st of January 2019.

To be able to return your item(s) to us you must make sure that the below applies:

  1. Item/s were purchased between the above dates and the return is sent back before 31st of January 2019
  2. 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
  3. 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 as normal under your ICONIC account.

Remember: Some items are excluded from our returns policy and cannot be returned unless faulty, this information is available on the product page of each item.

*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 return or exchange an item?

Australia

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.

New Zealand

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.

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?

Australia

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.

New Zealand

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!

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.


Live chat - Christmas Hours

Monday to Friday 9:00am to 10:30pm Australian Eastern Daylight Time
Saturday 9:00am to 6:00pm Australian Eastern Daylight Time
Excludes: Christmas Day and New Years Day

LIVE CHAT

Phone - Christmas Hours

Monday to Friday 7:30am to 10:00pm Australian Eastern Daylight Time
Saturday 9:00am to 6:00pm Australian Eastern Daylight Time
Excludes: NSW Public Holidays except for Queen's Birthday, Labour Day and Boxing Day

Australia: 1300 668 345
New Zealand: 0800 449 370

Email us

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.