Tried to complain to
The Iconic
but got ignored? We’ll help you escalate it.

Submit a
The Iconic
complaint that gets taken seriously. Ajust helps you lodge a formal complaint that bypasses bots, delays, and dead ends.

Escalate your complaint now
80% Success
30X Faster
2X Better Results
Edited by:
Ajust Content Team
Last updated:
July 22, 2025
AI-sourced. Human-edited. Made clear for you.

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):

Note: As an online retailer, The Iconic does not have physical store locations for complaints or returns.

What happens after you submit a complaint to The Iconic ?

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.

Real complaints submitted through Ajust

How other
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.

How to escalate a complaint with The Iconic

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.

Regulatory & Ombudsman Information for The Iconic

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.

Official The Iconic Complaint Resources & Links

Use these official channels to swiftly resolve complaints with The Iconic:

External Escalation Links:

The Iconic
Complaints FAQs

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.

File your complaint now