Shipping and returns policy
Shipping in Australia:
3 hour delivery in Sydney:
In an Australian fashion e-commerce first, THE ICONIC is able to deliver anywhere in the Sydney metropolitan area in just 3 hours! This applies to items being shipped from our own warehouse, between the hours of 7am and 6pm on business days. If it's possible for your order, it will be shown as an option at checkout for only $9.95. Depending on which Sydney metropolitan area you are located, it may take within 3-4 hours to deliver your parcel.
Free Shipping Australia-wide:
We're proud to offer free shipping from our warehouse in Sydney using Australia Post for orders AUD $20 and above. Here's how it works:
Sydney Metro Area: Place your order before 10pm on a business day and it will arrive the next business day. If your order is placed after 10pm on a business day, it will arrive within 2 business days.
Melbourne, Brisbane, Adelaide and Perth: Place your order before 2pm AEDST on a business day and it will arrive the next business day. If your order is placed after 2pm on a business day, it will arrive within 2 business days.
The rest of Australia (including rural areas): Place your order any time on a business day and it will arrive within 2-4 business days.
Free standard delivery from our partners:
Items shipped from our partner suppliers' warehouses will be shipped within 2-4 business days. Shipping is free of charge for orders AUD $20 and above.
Delivery to depots:
Packages can be delivered to depots - just enter the depot address along with your name as your address on checkout.
When your order is shipped, you will receive an email from Australia Post or DHL containing a consignment number/track ID. Simply enter this on their respective websites to track the delivery of your parcel.
Signing for deliveries:
Deliveries must be signed for, however you may nominate to have the parcel left without a signature (e.g. on your porch). If you're not home when it arrives, a notice will be left at your address notifying you of alternate delivery or pick-up arrangements.
Postage & handling charges:
THE ICONIC is happy to offer free shipping on all orders AUD $20 and above. Express 3hr delivery in the Sydney metro area costs $9.95, and is an option on orders coming from our warehouse.
Changing shipping address:
Our amazing team at the warehouse aims to process and pack your order as fast as possible. This means your shipping address can only be changed if your order has not left the warehouse. To change your shipping address, contact our Customer Service team as soon as possible on 1300 668 345 (AU) or 0800 452 909 (NZ).
We currently ship within Australia and to New Zealand. Shipping to military addresses and PO boxes is also possible.
Shipping to New Zealand:
We offer free shipping to New Zealand for orders AUD $20 and above. If your order is being shipped from our warehouse in Sydney, it will arrive within 2-4 business days. If your order has been dispatched by a partner supplier, it will arrive within 5-7 business days. Please see your order confirmation email to confirm where your order is being shipped from.
All orders, shipping costs inclusive, are in AUD.
All orders going to New Zealand are tax free with the exception of orders over 344 NZ dollars. Don't worry, in these cases it's us who pays the tax, not you. NB; Please be sure to currency convert orders above this amount on today's rate.
We have 3 rules of returns
Item(s) need to be returned
- within 100 days of purchase;
- Unworn and unused with the original tags still attached; and
- In the original packaging which must be in the original condition.
If you match all the condition, you can return item(s) here.
And here's the fine print:
Items sealed for hygiene reasons can only be returned if the seal is intact. So make sure you love your purchase before you tear into it! Some examples of items which are packaged with this seal are; earrings, swimwear, underwear, hair accessories etc.
You are responsible for safely packaging your return to ensure we receive the items in tip-top condition.
If you are returning shoes:
Please place them in the original branded shoebox they came in (i.e. "Spurr" shoes in the "Spurr" box), and place this inside THE ICONIC shipping box. If you are missing THE ICONIC shipping box, you can use a similar sized box or a plastic shipping satchel.
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. Doing so can result in your return being rejected.
We are unable to accept shoes returned with scratched or dirty soles. We advise that when you try on your new shoes for the first time you do wear socks and test them out on carpet, just in case!
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. For more information on how to return items, see our Return Policy.
How do I return my purchase?
We provide free returns for all our customers. How you return your item depends on where you live. See the two different sections below for information about Australian and New Zealand returns.
Returns from Australia
Returns are easy - just print off a prepaid label, and drop your parcel in the post! Follow the steps below:
Complete THE ICONIC returns form.
- Log into your account by clicking My Account and select the order you’d like to return.
- Click "Return" at the bottom right of the order information (a black button just under the total amount paid) to take you to the returns form.
Print the shipping label and attach it to your return parcel
- Once you’ve completed the form, you’ll receive an email from us that recaps the details of your return, gives you a link to track the parcel with, and has a shipping label attached as a pdf. Print this label off and attach it to your return parcel. Please remember to peel off the yellow "Express Post" sticker that came on the original parcel.
Drop off your package at any Australia Post office, or if it's small enough you can put it in a post box.
Refunds are processed within 10 business days of receiving the return at our warehouse. You'll receive a confirmation email once your refund or exchange is done!
Returns from New Zealand
To initiate your return, please call our friendly Customer Service team on 0800 452 909 , so they can provide you with your return options, and arrange the courier pickup. We are available Monday - Friday 8am-8pm, and Saturday 9am-6pm.
Australian customers: To exchange your item for a different size, log in to your account and complete our online returns form. If you do not have an account, you can create one here. If available, your new item will be on hold for 14 days (after which it will automatically be taken off hold) so send your return back to us as soon as possible to avoid missing out.
- New Zealand customers: To exchange your item for a different size, call our Customer Service team on 0800 452 909 between Monday to Friday 8am - 8pm and Saturday 9am - 6pm AEDST.
Here's how we refund - if you paid via:
- Credit Card or PayPal: Your refund will be credited into the same account your payment came from.
- Part Credit Card, part voucher: The amount you paid with credit card will be credited back into the same account, and we will reissue you with a new voucher. Please note, courtesy vouchers aren't included in this, as they are a courtesy for you being such an excellent customer!
- A GrabOne or Groupon voucher: We will reissue you with a new voucher code to use for your next purchase. Please note we don't provide monetary refunds for any difference not used in the transaction, so make sure you use your voucher all up!
Want a little something extra?
Ask for a 110% store credit as your refund! This means you get a voucher with the value of both 100% of the refund plus 10% of the purchase price, in the form of a voucher code, to use on your next purchase.!
Refund Process Time.
We will process your refund within 10 business days of receiving the return at our warehouse. Please remember, your financial institution can take an extra few days to get the refund back into your account.
If you have changed your mind.
If you would like a different colour or a completely different item, contact our Customer Service team to initiate a refund and place a new order. If this is the case you might want to consider a 110% store credit as your refund to put towards your next purchase.
If your item is faulty.
We aim to provice our customers with products of the highest standard and quality. If you have received an item with a defect, please contact our Customer Service team, so they 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.
If you received an item you didn't order.
If you have received an item different to the one you ordered, please contact our Customer Service team who will work with you to resolve the problem as quickly as possible.