How can we help?
Our COVID Safe commitment
The safety and wellbeing of our employees and customers is our utmost priority. That’s why we’re proud to be officially registered as a COVID Safe Business under the NSW Government.
This means all of our business hubs adhere to the latest COVID-19 Public Health Orders, including conducting contactless deliveries and ensuring physical distancing and hygiene and safety precautions for all staff.
Are you still delivering?
Yes we are!
At the moment ourselves and our carrier partners are experiencing some unusual delays, we are therefore not our usual speedy self. We try to be as transparent on the ETA of your order as possible at the checkout, however, due to rapid changes outside of our control your order may reach you later than anticipated.
We will keep you updated along the way via email.
Why is my order late?
Our team is working hard to get you your orders ASAP. We are currently experiencing unusually high delays due to:
Safety, both yours and that of our team, is our Number One priority. We appreciate your patience during this time.
Can my delivery be upgraded to reach me faster?
We’re sorry but at this time we’re unable to upgrade your delivery to reach you faster. We’re working around the clock at reduced capacity to get the orders to our customers as fast as possible.
We will keep you updated via email once it’s been shipped and is on its way to you.
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:
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.
60 day Extended Returns*
We’ve extended our returns period to 60 days to help make life easier.
The returns extension will be applicable to orders placed since 29th May 2021 and will be in place until at least 30th September 2021, but may be extended.
For example: if you placed your order on the 29th of May 2021 you have until the 31st of July 2021 to return.
If you have multiple orders to return, please complete and pack each return separately. Consolidating your orders might cause delays in processing your return.
For all other returns read “Our returns policy*”
My return hasn’t been processed yet?
A combination of reduced capacity throughout the delivery journey and at our Fulfilment Centre means that we’re unusually slower in processing returns. We will keep you posted via email once we’ve checked and processed your return.
If your return has been delivered to us, don’t worry, it’s safe and will be processed as soon as possible.
What does it mean when it says that an item is sent by a Partner?
How do I know if you carry a certain brand?
When can I expect new products to be listed on your website?
Can I change/cancel items on my order?
What payment options do you offer?
Everything you need to know about Gift Cards!
Can I change my delivery address?
How do I track my ICONIC order?
How does delivery work?
I've sent back my return, what happens now?
How do I return an item?
What is THE ICONIC's returns policy?
Where is my return label?
Our live chat hours are:
Monday to Friday - 8:00am to 9:30pm AEDT
Saturday & Sunday - 9:00am to 9:30pm AEDT
Excludes Christmas Day and New Year's Day.
If your enquiry is urgent, please contact us via live chat during our opening hours. Our current response time through our contact form is 1-2 business days.