Trying to cancel

The Iconic

? Avoid the runaround.

You can request to cancel your order with THE ICONIC, but timing is everything. Here's what you need to know:

• Cancellation Window: Orders can be cancelled only before shipment. If your order hasn’t been dispatched yet, cancellation might still be possible. Contact THE ICONIC quickly.
  
  
• Marketplace (Partner Providers): Items sold by third-party partners on THE ICONIC's marketplace may not be cancellable if already processed by the partner. In these cases, your best option is to return the item after delivery.
  
  
• No Cooling-off Period: There's no guaranteed cancellation timeframe due to rapid order processing, but you can usually cancel within a short period after ordering (hours or less).
  
  
• Free Returns as Backup: If you miss the cancellation window, THE ICONIC offers free returns within 30 days, giving you a hassle-free safety net.
  

Quick action is key to cancelling your THE ICONIC order. Follow these simple steps:

1. Act Immediately:
   Find your order confirmation or log in to your account ASAP after placing your order.
   
   
2. Contact Customer Service Quickly:
   
   
   • Live Chat ("Tilly") – fastest during business hours.
     
     
   • Phone: Australia (+61 2 8294 8828), NZ (0800 461 244) – Mon–Fri, 9am–5pm AEDT.
     
     
   • Email: via the Help Centre (slower, best used only if chat and phone are unavailable).
     
     
3. Provide Order Details Clearly:
   Include your order number, name, and reason for cancellation.
   
   
4. Wait for Confirmation:
   THE ICONIC support will attempt to cancel your order if it hasn't shipped yet. Successful cancellations receive email confirmation.
   
   
5. If Too Late to Cancel:
   If your order has already shipped, simply wait for delivery, then return using THE ICONIC's free returns process.
   
   

Note: You cannot cancel directly through THE ICONIC's website or app; you must contact support.

Timing matters for cancelling THE ICONIC orders:

• Immediate Window:
  Best chance within minutes to hours of placing an order. Speedy dispatch often means cancellation isn't possible after a few hours.
  
  
• Shipping Cut-off:
  Once your order status is "shipped," it's too late to cancel. You’ll get an email when this happens - usually within a day of ordering.
  
  
• Partner Provider Items:
  Often processed immediately; usually not cancellable. Plan to use returns instead.
  
  
• Return Timeline (Fallback):
  If unable to cancel, you have 30 days from delivery to return for a full refund.
  
  

Pro Tip: Try calling or live chatting during business hours right after ordering for the best chance to cancel successfully.

Good news: THE ICONIC has no cancellation fees or charges. Here's the full rundown:

• No Exit Fees:
  Cancel before shipping and pay absolutely nothing.
  
  
• Full Refund:
  All payments including shipping costs are fully refunded if the cancellation succeeds.
  
  
• Returns are Free:
  Even if you can't cancel, returns within 30 days are free, including shipping costs.
  
  
• Promo Codes & Store Credit:
  Used promo codes may be considered redeemed after a cancellation. Store credit typically returns to your account.
  
  
• Buy-Now-Pay-Later (Afterpay/Klarna):
  Refunds are smoothly processed through these providers, with no extra fees.
  
  

Simply put, there’s zero cost or hidden charge to cancel or return an order with THE ICONIC.