Need to contact

The Iconic

and make sure they reply?

THE ICONIC is Australia’s leading online fashion and lifestyle retailer, renowned for award-winning customer service. With multiple convenient channels - including phone, live chat, email, and social media - THE ICONIC aims to deliver effortless, solution-focused interactions.

Operating out of Sydney, the team prides itself on responsiveness, friendliness, and a commitment to going "above and beyond". Whether you're dealing with returns, queries about orders, or need help quickly, THE ICONIC’s support ensures you're professionally and fairly assisted, earning trust and customer satisfaction consistently.

While THE ICONIC is generally praised for its service, some issues have emerged from customer feedback:

• Delivery Delays or Lost Parcels: Customers occasionally face delays or missing items, notably causing frustration during time-sensitive events.
  
  
• Returns and Refund Difficulties: Despite a generous 30-day return policy, some customers experience delays or confusion, especially if returns get lost in transit.
  
  
• Partial Orders & Stock Issues: Instances where orders are incomplete due to stock issues, with customers sometimes waiting weeks for resolution.
  
  
• Unresponsive or Slow Customer Support: Although many report quick solutions, some customers face slow responses or unhelpful automated replies, particularly during high-demand periods.
  
  
• Product Quality and Description Issues: Customers sometimes receive products differing from advertised images or descriptions, leading to inconvenience and additional returns.
  
  
• Warranty or Faulty Item Handling: Occasionally, handling defective items can be slow, affecting customer satisfaction.
  
  
• Platform Glitches: Rare technical issues such as failed orders or malfunctioning discount codes, typically requiring customer support intervention.
  

Despite these concerns, most customers report positive experiences overall. THE ICONIC actively addresses these issues, often replying to reviews and resolving matters promptly.

Getting assistance from THE ICONIC is straightforward:

Visit THE ICONIC Help Centre

• Navigate to help.theiconic.com.au for FAQs and quick solutions to common issues.
  

Use Live Chat ("Message with Tilly")

• Available Monday–Friday, 9am–9pm AEDT, Saturday 9am–5pm AEDT.
  
  
• Tilly, a virtual assistant, connects you to a human agent as needed. Simply type "talk to an agent" if automated responses aren’t sufficient.
  

Phone Customer Experience Team

• Australia: +61 2 8294 8828
  
  
• New Zealand: 0800 461 244
  
  
• Phone support hours: Monday to Friday, 9am–5pm AEDT.
  

Email Support (Submit a Request)

• Ideal for detailed queries or sending attachments like photos of faulty items.
  
  
• Use the Submit a request form on the Help Centre, or email directly at customer.service@theiconic.com.au.
  

Social Media Support

• Direct message via Facebook or @THEICONICAU on Twitter for prompt assistance.
  

In-App Contact

• Available via THE ICONIC’s mobile app within your account section, providing seamless access on-the-go.
  

Step-by-Step Example – Requesting a Return

1. Log into your account, go to Orders, select "Return Item".
   
   
2. Follow prompts to generate a return label.
   
   
3. For issues, use live chat or Help Centre for direct support.
   

Helpful Tips:

• Always have your order number handy for faster service.
  
  
• For complicated issues, calling customer support usually yields quicker solutions.
  

• 30-Day Free Returns: Available on most items; excludes final sale, beauty, or hygiene-sensitive products. Initiate via your account and use free return postage.
  
  
• Refund Processing: Typically processed within 5 business days upon receiving returned items; refunds are issued to the original payment method.
  
  
• Order Cancellations: Possible before shipment. Contact support immediately via phone or live chat.
  
  
• Exchanges: Processed as a refund. Reorder separately or use the returns portal for size exchanges.
  
  
• Faulty or Incorrect Items: Returns covered entirely by THE ICONIC. Quickly resolved once verified.
  
  
• Shipping Policy: Free standard shipping within Australia on orders over $75, express shipping options available, with detailed tracking provided.
  
  
• Price Matching: THE ICONIC generally does not offer price matching, instead regularly providing proactive discounts.
  
  

Full policies and terms are available on THE ICONIC’s official Terms & Conditions page.