Bought something from The Iconic that broke too soon?
What does The Iconic's warranty cover?
THE ICONIC offers protection primarily through manufacturer warranties and Australian Consumer Law (ACL). While not providing universal store warranties, THE ICONIC ensures that all products - whether clothing, footwear, accessories, beauty, electronics, or homewares - meet acceptable standards.
✅ Warranty Coverage Highlights:
- Faulty or defective products: Items arriving damaged or defective under normal usage.
- Manufacturer warranties: Electronics, appliances, watches, or similar items often come with specific manufacturer warranties (typically 12 months).
- Australian Consumer Law protection: All products must be of acceptable quality, fit for purpose, and match the description provided.
⚠️ Important Note:
Warranty terms differ by product type. For electronics or branded items, warranty durations typically follow the manufacturer's stated warranty period.
How to claim a warranty with The Iconic
Making a warranty claim with THE ICONIC is straightforward and customer-friendly:
- Contact Customer Service:
- Visit THE ICONIC Help Centre and choose “I received a faulty item” or “Warranty Claim.”
- Use live chat during business hours or submit a support request form.
- Visit THE ICONIC Help Centre and choose “I received a faulty item” or “Warranty Claim.”
- Provide Order Details:
- Clearly state your order number, product details (name, brand, colour), and purchase date.
- Clearly state your order number, product details (name, brand, colour), and purchase date.
- Attach Evidence of Fault:
- Upload clear photos or videos showing the defect or issue.
- Provide a concise description of the problem (e.g., “zipper broke on first wear,” or “headphones won’t charge after two weeks”).
- Upload clear photos or videos showing the defect or issue.
- Follow Return Instructions:
- If needed, THE ICONIC will provide a prepaid Australia Post return label or QR code.
- In some simple cases, a refund or replacement may be issued without returning the faulty item.
- If needed, THE ICONIC will provide a prepaid Australia Post return label or QR code.
- Receive Resolution:
- After evaluating the claim, THE ICONIC will issue either a refund or replacement promptly. Refunds are returned to your original payment method.
- After evaluating the claim, THE ICONIC will issue either a refund or replacement promptly. Refunds are returned to your original payment method.
Exclusions & limitations - when The Iconic's warranty doesn't apply
THE ICONIC warranty claims have certain exclusions and limitations:
🚫 Not Covered by Warranty:
- Change of Mind: Unless faulty, final sale or clearance items cannot be returned.
- Normal Wear and Tear: Issues from regular usage (fabric fading after extensive washing).
- Misuse or Improper Care: Damage due to ignoring care instructions or accidents (e.g., water damage on non-water-resistant electronics).
- Reasonable Timeframe: Fault claims should generally be reported shortly after discovery. Claims reported long after the item has been heavily used may not be honoured.
- Hygiene Products: Opened cosmetics, underwear, swimwear without hygiene seals, or earrings cannot be returned unless genuinely faulty.
⚖️ Australian Consumer Law:
Exclusions do not limit your statutory rights under ACL; genuinely faulty goods are always protected.
Required documentation for The Iconic warranty claims
Prepare the following documentation to ensure a smooth claim process:
- Order Number and Purchase Date: Found in your order confirmation or account history.
- Detailed Description of Issue: Clearly describe the defect or problem and when it occurred.
- Photographic/Video Evidence: Capture clear visuals that demonstrate the defect.
- Original Packaging/Tags: Not always required but useful for validating minimal usage.
- Manufacturer Warranty Info (if applicable): Particularly for electronics or watches.
Providing comprehensive evidence upfront speeds up the resolution significantly.
How long does the warranty claim process take with The Iconic?
THE ICONIC aims for swift and efficient warranty resolutions. Typical timelines include:
- Same Day – Day 1: Initial claim acknowledged quickly, often within hours via live chat or email.
- Day 1–2: Review and verification by THE ICONIC team. Additional information may be requested.
- Day 2–5: If returning the item, you’ll send it back using provided return labels.
- Day 5–7: Upon receipt, claims are quickly evaluated. Approved claims see refunds or replacements dispatched promptly.
- Complex Cases: Situations involving third-party brands or marketplace sellers may take slightly longer, but typically resolved within 1–2 weeks.
The Iconic cases submitted through Ajust
I ordered a cami set in XL and received an XS. It happened not once but three times. Despite multiple returns and talking to customer service, they kept sending the wrong size. It’s been weeks and still no proper resolution. I just wanted the item I paid for. - Demi
My order arrived damaged and incomplete-only two out of three items were there. After promises to fix it, the case was closed without my agreement, and I had to start all over. I still haven’t been refunded properly and feel completely ignored. - Ayelet
The shoes I ordered came in the wrong size-not once, but twice. I’ve been going back and forth for a month, and still no resolution or clear answer. This was my first time shopping with The Iconic, and honestly, I wouldn’t risk it again. - Debora
Recent The Iconic customer warranty experiences
Swift & Easy Replacements: “THE ICONIC quickly replaced my faulty boots within days. Excellent communication.”
Efficient Refunds: “Received a refund immediately after sending photos of a damaged item. Very impressed with their speed.”
Miscommunications: “Initially had trouble explaining my issue clearly, and the first agent denied my claim. After escalating, I got a full refund.”
Official The Iconic Warranty Policies & Support Links
- THE ICONIC Faulty Item Returns Policy – Official guidelines on returns of faulty items.
- THE ICONIC Help Centre – Comprehensive FAQ and guidance on warranty claims.
- Contact THE ICONIC Customer Service – Submit claims or inquiries via online form or live chat.
- Australian Consumer Law – ACCC Information – Understand your legal protections beyond the store warranty.
The Iconic Warranty FAQs
What does THE ICONIC’s warranty actually cover?
THE ICONIC’s warranty covers faulty, defective, or misdescribed products under Australian Consumer Law. Many electronics and branded items also include a manufacturer’s warranty. Clothing, accessories, and beauty items are covered if they arrive faulty or don’t match their description. Warranty terms differ by product, so it's important to check whether the brand or category includes a specific manufacturer guarantee.
What’s the fastest way to claim a warranty from THE ICONIC?
To claim a warranty fast, go to THE ICONIC Help Centre and choose “Warranty Claim” or “Faulty Item.” Provide your order number, product details, a clear description of the issue, and upload photo or video proof. THE ICONIC may offer a prepaid return label or resolve the issue with a refund or replacement without needing the item back.
What isn’t covered under THE ICONIC’s warranty?
THE ICONIC won’t cover change-of-mind returns, wear and tear, or damage caused by misuse or neglect. Items like opened cosmetics, underwear, and earrings also can’t be returned unless faulty. Claims must be made within a reasonable time and backed by clear evidence, but ACL still protects you if the product is genuinely faulty.
How long does a warranty claim take with THE ICONIC?
Most warranty claims with THE ICONIC are resolved within 5–7 days. Simple cases may be fixed faster, sometimes without needing a return. More complex claims involving third-party sellers can take up to two weeks. Providing full details and evidence upfront helps speed things up.
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.