Here are our simple rules of return:
All of our returns are free and without hassle, simply initiate the return online 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 //www.theiconic.com.au/terms-of-use/
Sending a return back to us is easy!
Head over to your Return an item section under your ICONIC account. Follow the steps to choose whether you would prefer to receive a refund, store credit or exchange. Once this has been completed you will be able to easily download your prepaid return label. All returning items from the same order can be sent back under the one return label regardless of arriving separately. Return labels can only be scanned by your local Post Office once. If your returns do not fit in the one satchel let us know and we will email you out a spare prepaid label.
Returns are currently taking a little bit longer than usual to be processed. Please allow 15 - 20 business days from when you lodge the parcel, to when it is processed in our Fulfilment Centre by our amazing Returns Team.You should receive your refund or exchange notification 1 - 3 business days after processing. We will keep you up to date throughout the whole process via email and SMS.
Due to the Government mandated lockdown in New Zealand we are unable to process any returns at this time. You will not be able to initiate a return online during this period, however we have temporarily extended our returns period from 30 days to 60 days so that you can send your return back to us once the lockdown is lifted.
If your return is already in transit on its way back to us, please allow an additional 5-7 business days for us to process your return due to current delays . We will keep you updated via email through the return journey and thank you for your patience.
We are so sorry to hear this - let's get this resolved as quickly as possible.
You can reach out to our friendly Customer Service Team a number of ways, the easiest and fastest way to resolve this for you is via our Live Chat function. Alternatively, you can fill in the webform below or give us a call. Make sure you have your order number, email address and preferred outcome on hand ready to help us provide you with a quick resolution.
Don’t worry this can happen.
We have a small window before your order is shipped out where we can attempt to update the delivery address for your order. Orders that are dispatched from our Partner Providers require an extra step to request any changes to addresses but typically this can be amended without a worry.
The best and fastest way to contact us about address changes is via either Live Chat or Phone. Simply let us know your order number and the updated address and we will do our best to fix this up for you.
As soon as your order is packed and ready to go you will receive an email notification with your tracking information. Keep in mind for some delivery services your tracking can take up to 7 hours to reflect your parcel's journey. You can also track your order from your ICONIC account by viewing the order details, just head on over to Your orders to find the tracking details.
You can view our shipping policy for your country and area via this link: Shipping Policy
Oh no! We’re so sorry to hear that your order has been delayed.
We work really hard alongside our delivery partners to meet a wide range of delivery options. Unfortunately sometimes during this process, things can happen outside of ours and our delivery partners control which may cause delays in getting your order to you. Due to this, we cannot guarantee delivery timeframes on any orders placed at THE ICONIC, however, rest assured we’re always doing our best to get your order to you when expected.
If it's been more than 2 business days since your order was expected to arrive please get in touch with us so we can investigate the delay for you.
Monday to Friday 9:00am to 6:00pm Australian Eastern Daylight Time
Excludes: Christmas Day and New Years Day
While our Customer Service team is temporarily unavailable over the phone, we’d love to help you via Live chat or the webform below.
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.