How can we help?

Customer Service Availability

Our team is available to help! Please note that we are still experiencing some delays in our responses as the team works hard to get back to you as soon as we can. We have currently suspended our phone line support channel during this time, and focussing on supporting our customers via chat and email. We thank you for your patience and understanding.

FAQ's

Current Promotion FAQ

30% OFF ICONIC EXCLUSIVES starts 7am 7th July 2020 and ends 11:59pm 13th July 2020 AEST. Discount applies at checkout. Valid on selected styles and colours listed. Subject to terms and conditions. Start shopping here,

Please remember:

  • The refund amount for any returns will match the price at purchase and;
  • Promotional vouchers are non-refundable and not applicable to shipping costs;
  • This offer cannot be used in conjunction with any other promotional code on site

Full terms and conditions.

Our delivery options

We provide a wide range of shipping methods for our ICONIC customers all over Australia and New Zealand.

You can find out more about the shipping options available to your location, including any shipping fees, here.

Can I change my delivery address?

Once an order has been placed, you cannot change the address under your ICONIC account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

The fastest and best way to update an address on your order is by chatting us via Live Chat and we'll do our best to help you out.

How do I track my order?

You will be able to track your order as soon as it leaves our Fulfilment Centre or our Partner Provider and is on its way to you - we will send you the tracking in an email. If you have placed an order where your items are being sent from multiple locations, you will receive multiple emails with different tracking details and your items may be delivered on different days.

You can also track your orders via your ICONIC account here.

Remember to track each parcel separately for accurate delivery updates.

Our returns policy*

We offer free# returns for 30 days from the date of purchase. Any items excluded from this policy will be called out on product pages and / or at checkout. To be eligible for a return:

  1. Item(s) have to be initiated for return and placed in the post within 30 days of the purchase date.
  2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty
  3. Item(s) must be in the original packaging which must be in original condition. This includes branded dust bags, shoe boxes and jewellery packaging. You don’t need the clear plastic packaging.
  4. 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.

Simply initiate the return online via your ICONIC account and follow the steps to send it back.

*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 our terms and conditions

#Parcelpoint pickup return service does carry a small fee.

How do I return an item to you?

Returning with us is easy and FREE*!

Simply go to "Return an item" under your account drop down, find your order, follow the instructions there, print & pop the free returns label onto your satchel and you are ready to send it back to us.

You can read more about how to initiate your return here.

*Parcelpoint pickup return service does carry a small fee.

How long does it take to process my return?

On average, the entire returns process takes 7 business days (metro areas).

Depending on your location, it can take 2 to 15 business days for your return to reach us from when you hand it over to the courier.

Once your return has been delivered to our Fulfilment Centre, we process your refund/exchange within 1-3 business days.

We'll keep you updated via email and / or SMS along the way.

My item is faulty, what do I do?

We are so sorry to hear this - let's get this resolved as quickly as possible.

Please reach out to our Customer Service Team - the fastest option is via Live Chat. Make sure you have your order number, email address, a couple of clear photos of the fault and preferred outcome on hand to help us provide you with a quick resolution.

What is THE ICONIC Considered and how does it work?

THE ICONIC Considered highlights products with sustainability credentials and enables you to shop by your own personal sustainability values. Products that are part of THE ICONIC Considered have been made using at least one material or process that is better for humans, animals or the environment than conventional alternatives, or is from a brand that’s making contributions to the community around us.

You can shop THE ICONIC Considered here, and learn more about THE ICONIC Considered and our sustainability categories and credentials by clicking here.

If you want to read more you can do this in our FAQs.


Contact Us

Live Chat

Wait times

Please note that we may have wait times of up to 5 minutes throughout the day. Thanks for your patience!

Live chat hours are:

Monday to Friday - 8:00am to 8:00pm Australian Eastern Standard Time.

Saturday & Sunday - 9:00am to 6:00pm Australian Eastern Standard Time.

Excludes Christmas Day and New Year's Day.

LIVE CHAT

Phone Us

While our Customer Service team is temporarily unavailable over the phone, we’d love to help you via Live chat or the webform.

Email Us

If your enquiry is urgent, please contact us via live chat during our opening hours. Our current response time through our contact form is 2-3 business days.