Icon By Design Questions

Tozza2y · Icon By Design

I ordered 4 items (2 occasional chairs in stock), coffee table due 15th Feb, and a sideboard due 28th Feb. I asked last week for an ETA on my items and was told not due until March for the coffee table do it won’t be arriving until mid April to me, and tte sideboard isn’t due in until June. I had not recieved any update re shipping after I placed my order to the effect that the expected dates have now changed so drastically and when I ask the question “has it now changed from the original dates due in?” I cannot get an answer. I actually think they missed sending my items and have probably given them to someone else therefore no stock available. Very frustrating, just need straight answers. It’s a long time to wait until June/July delivery for items that were originally in stock and due in this month but now aren’t. They said they are waiting for all items before sending them which was fine when the latest item was due in March but now it’s not due til June, (I ordered all these items in January). It’s a very long wait for items. Can they not release what they do have and give me a better eta on the items coming? And admit there a shipping delay. Or, they accidentally gave my items away. I was in customer service myself for a long time. I know customers rather honesty than not admitting there is a problem.

Icon By Design DM 2y

Hi Tozza, Thank you for taking the time to share your concerns with us regarding the delivery of your pre-ordered items. Whilst we do everything in our power to provide an accurate consignment date, the consignment date can be affected due to events out of our control.

We can assure you that we have not given your items to anyone else, and we are doing our best to ensure that your order is processed and delivered to you as soon as possible. Due to unforeseen circumstances, there have been changes to the original delivery dates provided at the time of your order and we apologise for not notifying you sooner.

We have since provided you with this information via email along with details on shipping out some of your items sooner. We value your feedback and understand the importance of transparency in these situations.

We thank you for your ongoing patience and understanding and look forward to delivering your furniture soon.

Kind regards Icon By Design

Viktoriya (from Perth)4y · Icon By Design

Hello, I would like to know more about your Olivia chair..is that chair is really soft and comfortable? Thank you Victoria

Maree O. 4y

Yes chairs are beautifully crafted, comfortable and are a standout feature in the home. We were attracted to the chair due to their unique style, colour and the fact they didn’t hide the timber table. I wouldn’t say they are really soft but are firm and body fits into them.

Viktoriya (from Perth) 4y

Thank you for your quick answer. Are they at the showroom in Sydney? I like to see them first and choose the colour

Icon By Design DM 4y

Hi Viktoriya, Thanks for asking. The cushions for our Olivia Sofas have three layers for the bottom cushions including two layers of foam in different densities and a top layer made of PP cotton that is a synthetic fibre filling, that is also used in the side cushions and to encase the foam in the back cushions.

As far as comfortability goes, it is subjective, and whilst I personally love our Olivia Sofa, it is a firmer feel cushion to provide support and hold its shape, but as in the previous comment, your body does relax into it. This being said, as with all foam and cotton filled cushions, these will soften over time and you can expedite this process with manual manipulation such as plumping and fluffing.

The Olivia cushion covers are dry clean only noting that the anti-slip silicone underneath means they would need to go to a speciality dry cleaner, alternatively, we also recommend specialised upholstery cleaners. This being said, with good care and the Guardsman Fabric Care Kit we would send to help with daily maintenance including fabric protectant spray that adheres to each individual fibre to minimise absorption of liquids, you would not need to clean them that often.

We can also send you timber and fabric samples if that helps, and arrange for a virtual consultation should you wish to view the sofa in either our Sydney or Melbourne Showrooms

Please reach out to the team at customercare@iconbydesign.com.au if there's any way I can further assist.

Kindest, Icon By Design

Rachael9y · Icon By Design

Hello there,

I am considering pre ordering one of your Arne Vodder entertainment units, can you confirm what country they are manufactured in?

Catherine Y 9y

Their products are manufactured in China. Be careful as they don't honour their return policy. I bought a dining table in walnut from them having seen a sample in their showroom. This was $2k dining table, which arrived nothing like what they have in showroom. Showroom's one looks nicely polished, ours looks like it has just been sandpapered and shipped off. No quality control and after lots of emails even to the owner was offered $1.3k refund as they claimed they cannot sell it to others even though we put it straight into original packaging and was never assembled. I did their online review in their website and it was never published. Will report them to ACCC and Fair Trading for their false advertising, misleading and deceptive conduct.

Icon By Design DM 8y

It's an interesting story. I'll break it into 3 parts:  1. We have a clean simple, timeless design ethos, typified by Scandinavian / Modern Australian design.  2. We focus on sustainability in raw material and manufacturing sourcing, so we get our American Oak and American Walnut from FSC Certified sources in the USA. 

3. We believe in quality through craftsmanship, however, the cost can be a major challenge. To address this we have our products manufactured at craftsman facilities in China. Most people think of China as low cost and questionable quality. However, China has a very long history of craftsmanship, that we have tapped into.

  I guess that's a long answer to a short question!

  If you have any other questions, I'd be happy to answer them.