Had an issue with The Iconic? Get a real response.
How to submit a complaint with The Iconic
The Iconic offers several convenient ways to submit your complaint for quick resolution:
Phone (Quickest for Urgent Issues):
- Call The Iconic Customer Service: +61 2 8294 8828
- Available Monday–Friday, 9am–5pm AEDT.
- Have your order number ready for faster assistance.
Live Chat (Tilly – Recommended for Instant Response):
- Accessible on The Iconic’s website or mobile app.
- Hours: Monday–Friday, 9am–9pm; Saturday, 9am–5pm AEDT.
- Connect with a customer service agent in real-time.
Email (Through Help Centre Form):
- Use The Iconic’s online Submit a Request form.
- Include your order details and clearly describe the issue.
- Expect acknowledgment and response within 24–48 hours.
Mobile App Support:
- Access customer support directly within The Iconic mobile app via the "Help" section.
- Initiate chat or find FAQs quickly.
Social Media (If Unresolved):
- Twitter: @THEICONICau
- Facebook: THEICONICau
- Effective for escalations. Never share personal details publicly.
Note: As an online retailer, The Iconic does not have physical store locations for complaints or returns.
The Iconic aims for efficient and customer-focused complaint resolution:
Immediate Resolution:
- Common issues (wrong items, faulty products) usually resolved on the spot.
- Remedies include refunds, replacements, or prepaid returns.
Investigation for Complex Issues:
- Complex matters like lost parcels or technical issues may require internal investigation.
- The Iconic will coordinate with warehouses, courier services, or payment providers as needed.
- Regular email updates are provided during investigations.
Communication & Case Management:
- Follow-ups typically via email, summarising actions and next steps.
- Managers or specialised Customer Dispute Officers handle escalated cases requiring additional attention.
Resolution Timelines:
- Straightforward issues often resolved within 1–2 days.
- Complex investigations can take several days to a week.
- Refunds processed typically within 2 business days after returns received.
Resolution Outcomes:
- Most complaints result in refunds, replacements, or store credits.
- Goodwill gestures (discount codes, expedited shipping) provided for significant inconvenience or service errors.
The Iconic’s customer service culture emphasises quick, fair, and clear resolutions to retain customer satisfaction.
Common complaints against The Iconic
Customers frequently raise these common issues with The Iconic:
- Wrong Items or Incorrect Sizes: Receiving incorrect products, sizes, or mislabelled goods requiring returns or exchanges.
- Returns & Refund Issues: Challenges or delays with processing returns, confusion around refund entitlements (e.g., shipping fees).
- Product Quality Concerns: Items not matching online descriptions or photos, leading to dissatisfaction.
- Delivery Delays & Lost Packages: Issues with courier services, including late or missing deliveries, and tracking inaccuracies.
- Customer Service Responses: Frustrations over automated, scripted responses or perceived skepticism from support staff regarding complaints.
- Account & Payment Problems: Rare issues with account breaches, fraudulent transactions, or problems with vouchers and store credits.
Understanding these common issues can help you prepare for potential challenges and navigate the complaint process effectively.
Complaints submitted through Ajust
I paid extra for express shipping expecting my order in days, not weeks. Two weeks later, with no updates, the items I needed for a special occasion still hadn’t arrived. The delay ruined my plans and left me questioning the reliability of their service. - Arani
After returning two dresses, only one refund went back to my original payment method—the other became store credit without my consent. I’ve spent weeks trying to get this fixed, but support chats haven’t solved it. I just want my money back where it belongs. - Michelle
I ordered the same sleepwear set three times, and every time it arrived in the wrong size. Six weeks of returns, exchanges, and chats later, I still don’t have the correct size. It’s been exhausting and completely avoidable if the fulfilment process worked. - Demi
The package I received was damaged, missing an item, and my complaint was closed without my agreement. The refund covered only part of what was missing, and now I’m stuck with something I don’t want. This whole process has been frustrating and unfair. - Ayelet
How other consumers The Iconic complaints got resolved
Repeat Wrong Item Sent
- Issue: Customer received incorrect shoe size twice due to labelling errors.
- Resolution: The Iconic confirmed systemic labelling issue, provided full refund promptly.
Faulty Item & False Accusation
- Issue: Customer wrongly accused of staining a received swimsuit.
- Resolution: Customer firmly contested. The Iconic reversed stance, provided a full refund.
Account Hacking Incident
- Issue: Customers experienced fraudulent charges due to account breaches.
- Resolution: After public attention, The Iconic refunded affected customers and enhanced account security measures.
If initial resolution attempts fail, escalate your complaint as follows:
Internal Escalation:
- Request to speak with a supervisor or Customer Dispute Officer via phone or email.
- Clearly state your dissatisfaction and request senior-level review for further assistance.
External Escalation:
- State Consumer Protection Agencies (Fair Trading): Lodge complaints if The Iconic refuses rightful refunds or fails to resolve issues timely.
- ACCC: Report systemic breaches or unfair practices, aiding broader consumer protection.
- Social Media Public Escalation: Politely use social channels (Twitter, Facebook) to gain attention for unresolved issues.
Small Claims Tribunal:
- Rarely needed but available for significant unresolved disputes involving monetary claims.
Clearly state escalation intentions to The Iconic. External escalation often motivates swift internal resolution.
While no specific retail ombudsman exists, consumer rights are protected by:
- State Fair Trading Agencies: Mediate unresolved consumer disputes effectively and at no cost.
- ACCC: Handles broader consumer protection issues, overseeing systemic compliance with Australian Consumer Law (ACL).
- Small Claims Tribunals (e.g., NCAT, VCAT): Formal legal recourse for unresolved monetary disputes.
- Office of the Australian Information Commissioner (OAIC): For privacy-related complaints, such as data breaches or unauthorised account access.
These external agencies uphold consumer rights, ensuring The Iconic complies with relevant laws and regulations.
Use these official channels to swiftly resolve complaints with The Iconic:
- Help Centre & Contact Form: The Iconic Help Centre
- Phone Support: +61 2 8294 8828 (Mon–Fri, 9am–5pm AEDT)
- Live Chat (Tilly): Access via Help Centre or mobile app
- Email Submission Form: Submit Request Form
- Social Media:
- Returns & Refund Policy: The Iconic Returns Policy
- Terms & Conditions: The Iconic Terms & Conditions
External Escalation Links:
The Iconic Complaints FAQs
What’s the fastest way to submit a complaint to The Iconic?
The quickest way to submit a complaint to The Iconic is by phone at +61 2 8294 8828 during business hours. Phone contact ensures urgent issues are prioritised and resolved faster. If your concern isn’t urgent, live chat via their website or app provides near-instant responses without waiting on hold. Always have your order number ready to speed up the process and ensure your case is logged accurately.
How long does The Iconic usually take to resolve complaints?
Most straightforward complaints to The Iconic are resolved within 1–2 days. Complex cases, like lost parcels or technical problems, may take up to a week. Refunds are generally processed within 2 business days after returns are received. Regular email updates keep you informed during investigations, and goodwill gestures may be offered if service errors cause significant inconvenience.
What should I do if The Iconic ignores or delays my complaint?
If The Iconic delays or fails to address your complaint, escalate internally by requesting a supervisor or Customer Dispute Officer. Clearly state your dissatisfaction and request senior review. If that fails, lodge a complaint with your state’s Fair Trading agency or the ACCC for unresolved refunds or unfair practices. Public escalation on social media can also prompt a faster response.
What are the most common complaints against The Iconic?
The most frequent complaints include wrong items or sizes, refund and return delays, poor product quality, delivery issues, and unhelpful customer service responses. Less common but serious issues include account breaches or payment errors. Knowing these trends can help you prepare supporting details-like photos, receipts, and order confirmations, to strengthen your case and speed resolution.
You’ve done your part, now it’s time to hold The Iconic accountable.
Take the final step and submit a complaint that gets seen and responded to.