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.
Melbourne COVID-19 Update
Are you still delivering to Melbourne?
We sure are! Keep in mind Victoria's delivery network is busier than usual which may mean slight delays. We're working with our carriers to deliver as fast as we can. We value your patience now more than ever.
What safety measures are in place for deliveries to Melbourne?
We've got you! For starters, all deliveries are contactless. We no longer need a signature on arrival and, if you aren't home, we'll leave your delivery in a safe place or at your nearest post office.
Are you offering an extension on returns?
If you can't return items due to COVID restrictions, please get in touch with our Customer Service team. We're here to help!
Our delivery options
We provide a wide range of shipping methods for our ICONIC customers all over Australia and New Zealand.
For THE ICONIC OUTLET we offer standard delivery at a fee. You can read more about our shipping policy here.
Noticed something different with our product photos?
We've tweaked the way we shoot, so that our models and studio teams can prioritise safety and wear masks while on set.
Can I change my delivery address?
Once an order has been placed, you cannot change the address under your ICONIC account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.
The fastest and best way to update an address on your order is by chatting us via Live Chat and we'll do our best to help you out.
How do I track my order?
You will be able to track your order as soon as it leaves our Fulfilment Centre or our Partner Provider and is on its way to you - we will send you the tracking in an email. If you have placed an order where your items are being sent from multiple locations, you will receive multiple emails with different tracking details and your items may be delivered on different days.
You can also track your orders via your ICONIC account here.
Remember to track each parcel separately for accurate delivery updates.
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
How do I return an item to you?
How long does it take to process my return?
On average, the entire returns process takes 7 business days (metro areas).
Depending on your location, it can take 2 to 15 business days for your return to reach us from when you hand it over to the courier.
Once your return has been delivered to our Fulfilment Centre, we process your refund/exchange within 1-3 business days.
We'll keep you updated via email and / or SMS along the way.
My item is faulty, what do I do?
We are so sorry to hear this - let's get this resolved as quickly as possible.
Please reach out to our Customer Service Team - the fastest option is via Chat. Make sure you have your order number, email address, a couple of clear photos of the fault and preferred outcome on hand to help us provide you with a quick resolution.
How can I contact customer service?
We're online everyday and here to help. For the quickest response, drop us a live chat (and speak to real people!) on weekdays from 8am-8pm or on weekends from 9am-6pm AEST via our website or app. Alternatively, fill in the webform below. We no longer accept calls (after all, digital is our DNA) but rest assured, if we need to, we'll call you.
Do you place items on back order?
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 OUTLET order?
How does delivery work?
I've sent back my return, what happens now?
How do I return an item?
What is THE ICONIC OUTLET's returns policy?
Where is my return label?
Our live chat hours are:
Monday to Friday - 8:00am to 8:00pm AEDT
Saturday & Sunday - 9:00am to 6:00pm 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 3-4 business days.