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We're online everyday and here to help. Live chat is the quickest way to get in touch. After all, digital is our DNA! Rest assured, if we need to, we'll call you.

Delivery Update

Extreme weather conditions across NSW and QLD are impacting our delivery partners resulting in some delivery delays across Australia. We apologise for any inconvenience caused. If you are directly impacted and require any further assistance, please contact our Customer Service team who will be happy to help.

FAQ's

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.

Find out more

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:

  1. Staff facing stay-at-home orders
  2. Fulfilling orders from a travel-restricted LGA
  3. And COVID-related staffing shortages

  4. 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:

  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.

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.


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Live Chat

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.

LIVE CHAT

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 1-2 business days.