How can we help?

Need To Contact Us?

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.


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

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.

Brisbane lockdown

Are you still delivering to Brisbane?

We sure are! Keep in mind Queensland'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 Brisbane?

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!

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:

  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

How do I return an item to you?

Returning with us is easy and FREE*!

Simply go to "Return an item" under your account drop down, find your order, follow the instructions there, print & pop the free returns label onto your satchel and you are ready to send it back to us.

Don't have a printer? No worries! Take note of the RQA number on your label or show the label at any Post Office and they can print it for you.

You can read more about how to initiate your return here.

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.

Contact Us

Live Chat

Wait times

We are working as fast as possible to get to every customer! Please note that chat wait times of up to 30 minutes may be experienced. Thanks for your patience!

Our live chat hours are:

Monday to Friday - 8:00am to 9:30pm AEDT

Saturday & Sunday - 9:00am to 5:30pm AEDT

Public Holidays - 9:00am to 9:30pm AEDT

We are closed Christmas Day and New Year's Day.


Email Us

During this peak shopping season, there are longer than usual response times from our Customer Service team. Replies via the contact form is currently 1-2 business days. If your enquiry is urgent, please contact us via live chat during our operating hours.