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.

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.