Contact & FAQ

Most Common Questions

40% off ICONIC EXCLUSIVES

Enter voucher code MAY40 at checkout to receive 40% off selected styles*. Offer is valid until 11:59pm AEST on 30.05.2016. Selected styles and colours listed.

In addition to our 100-day free returns policy, the offer conditions are:

  • The refunded value for returns will match price at purchase; and
  • The offer discount value excludes shipping cost
Full terms and conditions.
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.

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 you’d 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 you’d 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 - we’ll keep you updated along the way!

What’s our returns policy*?

We have 3 rules of returns, item(s) must be returned:

  1. Item(s) must be returned within 100 days of purchase; 100 starts from the date of purchase to when it is received at our warehouse
  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 don’t 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 http://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.

Frequently Asked Questions

Shopping

Do you have a size guide?

Yes, view our size guide.

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 our products are only available while stocks last.

Do you place items on back order?

No, items are not placed on back order and we try to avoid advertising products that are not in stock. If your desired item has sold out, you will be contacted by our Customer Service team and a refund will be arranged.

Can I place an item on hold or lay-by for purchase at a later date?

No, we do not offer a hold or lay-by service. Items must be ordered and paid for immediately.

How do I know if you carry a certain brand?

View all the brands that we stock on our brands page.

Alternatively type the brand name into our search toolbar to view the available items from that brand.

When can I expect new products to be listed on your website?

We are constantly updating our product range as new fashion lines are released and as we stock new brands. View all our new arrivals.

How can I provide feedback about a product?

We love hearing from our happy customers and sharing the positive feedback with our team. To help spread the word, you can leave a review on our Product Review page. Sharing your experience will help other shoppers decide whether a style or service is right for them.

Is there somewhere I can go to view the product before purchasing?

Unfortunately, we do not have a physical store and for safety reasons we cannot allow customers in the warehouse. If you have any product enquiries, please contact us.

What are cookies? Do I need to enable cookies in my browser?

Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled'. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.

Cookies need to be enabled on your browser for you to add products to your cart and access your account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information.

For more information about how we use cookies, please see our Privacy Statement.

Ordering

I need help with my order. Who can I contact?

Contact our Customer Service team.

There was a problem with my order and my desired item is now out of stock. What now?

Please allow 10 minutes for this item to reappear in stock and then try again. If it still appears out of stock, please contact us.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your account to check My Orders. If you do not have an account yet, you can create a new account.

For further assistance, contact us.

How do I change my order after purchasing?

We process and pack your order as fast as possible. Your order can only be changed as long as your order has not been shipped. To change your order, contact us.

How do I know it is safe to shop with you?

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.

What payment types do you accept?
  1. Credit Cards (including Visa, MasterCard, American Express)
  2. Paypal
  3. Vouchers / Store Credit
  4. Gift Cards

Credit cards

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. THE ICONIC payment system has a 128-bit SSL security encryption certification awarded by VeriSign.

You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

My credit card details are not being accepted. What's wrong?

Please check that:

  1. There are no spaces in your credit card number
  2. Your delivery address is the same as the address linked to your credit card
  3. Your name appears exactly the same as on the card

If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact us.

PayPal

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

How do I sign up for PayPal?
Who do I contact if I have a problem with my PayPal account?

Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.

When will my payment be deducted from my PayPal account?

When placing an order, payment will be deducted from your PayPal account immediately.

Vouchers & store credit

How do I use my voucher?

Redeem your voucher code during checkout.

I'm having trouble applying a voucher to my purchase. What can I do?

Please check that your purchase meets the Terms & Conditions listed on your voucher. This may include:

  1. Minimum spend amount
  2. Expiry date
  3. Brand, product or sale exclusions

Voucher codes are case sensitive so please enter the exact code at checkout. If you're still having troubles, contact us.

How does store credit work?

When returning an item, you can opt for 110% store credit. This credit (in the amount of your paid price plus 10% extra) will be available online in your ICONIC account to apply to your next purchase.

How do I use my store credit?

Your store credit will automatically apply to your next purchase once you are logged in. To check your balance at any time, simply login to your ICONIC account and click on My credit.

Gift cards

Do you have gift cards?

Yes, view our gift cards.

Where can I purchase Gift Cards?

E-Gift Cards are available to purchase online. Physical Gift Cards are available at your nearest 7-Eleven and Woolworths retailers Australia-wide.

Can I choose the Gift Card design?

Yes! Physical Gift Cards purchased in-store have two designs to choose from. When purchasing e-Gift Cards, you can choose from our set ICONIC designs or customise the card by uploading a photo of your choice.

Do Gift Cards expire?

Physical Gift Cards are valid until the end of the following year of purchase. E-Gift Cards are valid for 12 months after activation. You must activate your gift card within 21 days of receiving it by either spending it or storing the credit to your account under My Credit. After 12 months, the credit will expire and be removed from your account.

Can more value be added to a Gift Card?

No, once a Gift Card has been purchased the value cannot be altered in any way.

How do I use a Gift Card?

You will need an ICONIC account in order to redeem your Gift Card. Log in to your account (if you don't have an account, you can create a new account) and redeem it by entering the PIN during checkout.

Any remaining value will be stored under the My Credit section for you to use on future purchases until (valid for 12 months).

Don't want to use your Gift Card now? You can save your Gift Card to use for another day by storing the Gift Card credit in My Credit.

What if I make a purchase valued less than my Gift Card value?

If your order is valued less than your Gift Card value, the remaining value is stored to your account under My Credit for you to use on future purchases (valid for 12 months).

What if I make a purchase valued higher than my Gift Card value?

If your order is valued higher than your Gift Card value (after it has been redeemed), simply pay the remaining amount using a Credit Card or your PayPal account.

What if my Gift Card is lost or stolen?

Please treat your Gift Card like it is cash as it cannot be replaced or refunded if lost or stolen.

What should I do if my physical Gift Card is damaged?

If your physical Gift Card is broken but the personal code is visibly easy to read, you can still use the code to redeem the credit. Please take care of your Gift Card as it is no longer valid if damaged and the personal code is not visible. It is recommended to redeem your credit in My Credit as soon as you recieve your Gift Card to store the credit for future purchases (valid for 12 months).

Can I return, exchange or refund my Gift Card?

No, Gift cards cannot be returned, refunded or exchanged for another denomination.

How many times can I use my Gift Card?

You can use your Gift Card on THE ICONIC website as many times as you like until all credit has been spent or until it's expiry at 12 months.

Can I return items initially purchased using a Gift Card?

Yes. Your items may be returned for an exchange or store credit – not refunded for cash. You may see an incorrect value appear as you initiate the return online but we will process it accordingly once the return is received.

Can I return items initially purchased with part payment from a Gift Card?

Yes. The amount paid by Gift Card will be reissued in the form of credit and the remaining paid amount refunded as per the original method (by credit card or PayPal).

E.g. You purchased an item priced at $65 using a $50 Gift Card and paid the remaining $15 using your credit card. You decided to return the item for a refund. The refund you will receive is $50 reissued as credit in your online ICONIC account and $15 refunded back onto your credit card. Note: you may see an incorrect value appear as you initiate the return online but we will process it accordingly once the return is received.

How can I check my credit balance and transaction history?
  1. Log in to your account
  2. Click on My Credit to view your credit balance and transaction history
Can I transfer credit into another account?

Credit cannot be transferred from one ICONIC account to another ICONIC account. Your credit remains in your account for you to use on future purchases until all credit has been spent or until it's 12 month expiry.

Can I redeem multiple Gift Cards at once?

Yes, you can redeem multiple Gift Cards at once when making a purchase. You can also store multiple Gift Cards in your account under My Credit for future purchases (or until it expires at 12 months).

Do I need to have an account to use a Gift Card?

Yes, you are required to have an account to redeem your Gift Card.

What are your Gift Card terms of use?

Pricing

Are your prices in Australian Dollars (AUD)?

Yes, all pricing is in Australian Dollars.

Do your prices include GST and other taxes?

Yes, our prices include GST and other taxes. Our policy is to offer the same prices to Australia and New Zealand customers. However, orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. THE ICONIC is not responsible for and will not reimburse any of these charge and duties.

Do you match prices if I see an item on sale elsewhere?

Unfortunately we do not price match but we strive to have competitive prices. This includes both online stores and physical stores.

Delivery

How long does delivery take?

You can find your exact delivery time by entering your post code/ suburb on any product page. It will provide you with all available options (depending on the item selected, delivery address and time of day). Alternatively, see delivery times for your address.

How much does delivery cost?

You can find your exact delivery time and cost by entering your post code/suburb on any product page. It will provide you with all available options (depending on the item selected, delivery address and time of day) along with the fee attached. We do offer free shipping for orders over $50 (excluding special delivery services).

How can I track my order?

Check your order status in My Orders.

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands in there!

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. If the order is not marked as shipped, we can amend the address on our end, so please chat with us. If the order has shipped and is with Australia Post, please sign up to the MyPost tool and redirect your parcel. If the order has shipped with any other courier, contact us and we'll try our best to make the change for you as well.

Do you ship internationally?

No, we are only able to deliver goods to Australia and New Zealand.

Will I have to sign for my delivery?

Deliveries must be signed for upon arrival. However, you may choose to have the parcel left unattended at your delivery address or sent to your local post office for you to collect later. Depending on the delivery company, you may receive a note advising how to arrange re-delivery.

What if I am not home when my order arrives?

It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office.

Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

Do you deliver to PO Boxes, military addresses or Parcel Lockers?

Yes. Available delivery options for these addresses are "tomorrow" and "Within X business days". Delivery options like "today" and "tonight" are not possible – a Customer Service agent will call you to organise alternative arrangements if this is the case.

Can my order be delivered to a depot?

Yes, your package can be delivered to a depot. Please enter the depot address along with your name at checkout.

New Zealand Customs and Duty fees

Orders in AUD which are equivalent to NZ$200 shipped to New Zealand may incur GST, customs charges and duties charged by the NZ Customs Service once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorized service provider. THE ICONIC is not responsible for and will not reimburse any of these charge and duties.

Customs charges and duties are the responsibility of the Customer and will not be refunded by THE ICONIC. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service. Please find out more here: http://www.customs.govt.nz/features/internetshopping/Pages/Refunds-when-you-return-an-item.aspx.

ParcelPoint

What is ParcelPoint?

ParcelPoint is a network of over 1,000 local Australian stores including newsagencies, pharmacies and convenience stores. It allows you to have your order delivered to your nearest ParcelPoint location, so you can pick it up virtually whenever you want – forget long post office queues and waiting at home all day for a delivery!

How does ParcelPoint work?

During checkout, select the ParcelPoint delivery option and choose your desired store. Once submitted, we will deliver the order to that store for you to collect at a time that's convenient for you.

Does ParcelPoint cost anything extra?

No, it is a free service if you collect your order within the first 7 days of it arriving. However, if you collect your order after this time, you will be charged a fee of $2.95 at the ParcelPoint store.

How long does it take to deliver to a ParcelPoint store?

The delivery time will be the same as shown on the delivery page. Alternatively, you can find your exact delivery time by entering your post code/ suburb on any product page. It will provide you will all available options (depending on the item selected, delivery address and time of day).

How will I know when my parcel has arrived?

You will receive an email notification from ParcelPoint, as well as an SMS notification if you selected this option at the checkout. Parcels can also be tracked by visiting parcelpoint.com.au/track and entering your ICONIC order number.

When can I collect my parcel?

This will depend on the opening hours of the ParcelPoint pickup location that you selected. You will see the opening hours during checkout.

What do I need to bring when I collect my parcel?

Bring photo ID, such as your driver's licence or passport, and your ICONIC order number.

Can someone else collect my parcel for me?

Yes, but you will need to contact ParcelPoint first to provide the details of the person. The person will need to bring their photo ID and your order number when collecting the parcel.

How long will you keep my parcel at the store?

The standard holding period is 7 days. If you collect within this timeframe, ParcelPoint is free of charge. The ParcelPoint store will hold your parcel for up to 14 days, but a late collection fee of $2.95 will be charged at the store after the first 7 days. If you do not collect your parcel within 14 days, your order will be returned to THE ICONIC.

Can I return my order at a ParcelPoint store?

No, not at this stage. You will need to initiate and lodge your return as per our standard returns process.

Returns

How do I return an item?

Australia

  1. Complete THE ICONIC returns form by logging in to your account.
  2. Under the Return an Item section of your account, select an order and click “Return Item(s)”.
  3. Select the item that you wish to return, choose your return option and select your reason for return. Review and confirm your details to create your prepaid return shipping label.
  4. Print your return shipping label and attach it to your return parcel (ensure you don't cover the barcode and remove any existing labeling if you are using the ICONIC satchel).
  5. Drop off your return parcel at any Australia Post office so we can safely track its journey back to our warehouse.
  6. It takes a couple of days to reach our warehouse, that’s why processing your refund may take up to approx. 15 business days; we’ll keep you posted along the way so keep an eye out on your inbox!

New Zealand

To initiate your return, simply log in to your account and complete the form. You will have the option to schedule a free DHL pick-up or drop your parcel off at your local PostShop.

Please follow the instructions below:

  1. Log in to your account.
  2. Select 'Return items' for the order you are looking to send back.
  3. Confirm the item(s) meet our return policy.
  4. Select the return request option for each item.
  5. Click 'Continue'.
  6. Select the drop off or pick up option.
  7. If you opt for the drop off option, a prepaid return label will download for you as soon as you submit the request.
  8. If you opt for the courier pick up, fill out the required DHL details: date, pick-up address etc. We will then need to book that pick up for you and all of the paperwork will be emailed to you separately within 1 business day.
What are my options when returning an item?

We conduct our business according to the Australian Consumer Law (ACL), which acknowledges your rights and entitlements as a customer.

You may return an item for your choice of:

  1. Refund back to your original payment method
  2. 110% store credit
  3. Exchange (depending on stock availability)
How do I package my return?
  1. You can use the ICONIC satchel/box your order arrived in. If you have thrown this out, you can purchase a blank satchel or use a small cardboard box
  2. Ensure any existing labels are completely removed, or covered if re-using the same satchel
  3. Ensure the barcode and address section on the return label is not covered by any sticky tape
  4. Include any branded packaging
Have you received my return?

Returns take 2-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.

How can I track my return?

Your return can be tracked using the RQA number provided on the return label. Simply enter it on the Australia Post website to track its progress.

Alternatively, you can log in to your ICONIC account and check the order status. Remember - keep an eye out on your inbox as we email you updates the along the way. The entire returns process can take up to 15 business days.

What is THE ICONIC's returns policy?

THE ICONIC offers free returns for 100 days - we even pay for the return delivery!

We have 3 rules of returns, item(s) must be returned:

  1. Within 100 days of purchase;
  2. 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. In the original packaging which must be in the original condition. This includes branded dust bags and shoe boxes. You don't need the clear plastic packaging.

If your item matches all of these condition, you can lodge a return.

Are there any items excluded from the returns policy?

Occasionally, some items may be excluded from THE ICONIC return policy. We will always let you know when this is the case.

What if the item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect, please contact us so we can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we'll need a photo or two showing the defect/fault, which will speed up the returns process for you.

What if I don't have the original packaging?

If you are missing your ICONIC delivery box or satchel, use a similar sized cardboard box or plastic delivery satchel. Please keep in mind that you are responsible for safely packing your return so we receive the items in their original condition.

When returning shoes, send them back just like how you received them – in the original branded shoebox (i.e. Spurr shoes back in Spurr shoebox) and place this inside the delivery box. The branded box is just as important as the shoes themselves, so please do not alter it in any way - e.g. do not attach shipping forms, tape or mark the box. We can only accept shoes back if they are sent in their original packaging.

Original packaging does not refer to the clear plastic packaging (with the exception of hygiene-related items).

Can I return sale items?

Yes, you can return sale items unless stated otherwise (subject to the Australian Consumer Law). We will always let you know if a particular sale or promotion excludes returns.

Can I return items with hygiene seals?

Items sealed for hygiene reasons can only be returned if the seal is intact (unless deemed faulty). So make sure you love your purchase before you tear into it! This includes jewellery & watches, swimwear, underwear, hair accessories and beauty & grooming products.

What if the item I received is not what I ordered?

Please contact us so we can arrange for the correct item to be delivered.

Refunds

When will I receive my refund?

Returns take 2-7 business days to reach our warehouse. Once received, your request will be processed within 1-3 business days. For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.

Don't forget – we send you emails along the way so keep an eye out on your inbox (including your junk/ spam folder).

How will I be refunded?

You will be refunded the same way you paid.

Credit card or PayPal:

Your refund will be credited into the same account your payment came from.

ICONIC Gift Card:

The refund amount will be credited to your online ICONIC account, ready to be used on your next purchase.

Part credit card, part voucher (including Gift Cards):

The amount you paid by credit card will be credited back into the same account and the amount paid by voucher will be credited to your online ICONIC account. Please note that courtesy and promotional vouchers are non-refundable. New Zealand customers: please note that all transactions are completed in AUD which means depending on the current conversion rate, you may see a different refund value to your original order charge.

Store credit

What is 110% store credit?

When returning an item, you can opt for 110% store credit. Once your return has been received and processed, this credit (in the amount of your paid price plus 10% extra) will be available online in your ICONIC account. Ready to apply to your next purchase.

Please note, store credits are applied to the account registered with the same email address used to place your order.

Store credit is valid for 12 months.

Once store credit has been issued, that value can not be changed to a cash refund for any future returns.

Exchanges

How do I exchange an item?

If your item does not fit, you can exchange it for another size. Once you initiate your return and select exchange, the new size will be put on hold for 14 days while you get your item back to us. Please note: we cannot exchange the same item in another colour. If you need to change the colour or style, please choose a refund or store credit and re-purchase your new item.

My Account

How do I create a new account?

An account is automatically set up for you when you make your first purchase with us.

How do I update my details on my account?

Simply log in and edit My Details.

How do I unsubscribe from your newsletter?
  1. Open any newsletter sent to you by THE ICONIC.
  2. Scroll to the bottom of the newsletter and click 'Unsubscribe'.

Please allow up to 3 business days for the subscription removal to become effective.

Will my information be sold to third parties?

Your information will not be sold or passed on to third parties. Your privacy is important to us.

What is your ABN?

Our ABN is 50 152 631 082.

Phone

Weekdays 9am to 6pm AEST

Australia: 1300 668 345
New Zealand: 0800 449 370

We're currently experiencing higher than normal call volumes. Please feel free to contact us via live chat or email us below and we'll get back to you as quickly as we can!

Live chat

Weekdays 9am to 9:30pm AEST
Saturday 9am to 6pm AEST

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