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The Iconic
4.1 from 1,996 reviews

Easy returns service

I ordered an item but when it arrived it had some marks on it. The returns process was so quick, easy and fuss free. I exchanged rather than refunded and the turn around time was amazing. Very happy with this service and site.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
2 comments
Hi Meagan, Thank you for your feedback! We are so sorry to hear that you had received a faulty product. We will be sure to have this passed on to the team to ensure to check all remaining stock of this item to avoid this happening again in the future. We will be happy to have your return fast-tracked. Could you pop through an order number and we will sort that out as soon as possible? - LilianThanks Lilian, I have already received my item. Was very quick. Thank you

Great customer service

Easily found what I was looking for. Had to go onto chat as I didn’t apply my discount code. Was a bit painful as I kept getting logged out but the people I dealt with were very helpful and professional.

1 comment
Hi Anita, Thank you for this feedback. We are sorry to hear that you were having trouble with our live chat but glad to hear that the Customer Service team was able to assist you with your enquiry. We will be sure to pass on your feedback and experience to the relevant teams for improvements in the near future. Thank you again and have a great day :) - Lilian

The Iconic Selling Used Shoes

I recently got shoes that was on sale, and when i received the item, it appears to have been used, There was nothing written on the app that it was used, therefore i’m a bit disappointed. I’m still going to keep the shoes as they’re not in bad condition and i paid quite a low price for it. I just hope they would have a disclaimer that the item being sold is used or not.

Product Quality
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
1 comment
Hi Aj, Thank you for reaching out and bringing this to our attention. Whilst we make sure to check all stock before it gets sent out to our customers the item you have received must have been missed in our quality checks, we will ensure to check all remaining stock of this item to avoid this happening again in the future. We want to make sure that we help resolve this for you the fastest and most convenient way possible. Are you able to pop through an order number so l can raise this immediately? - Lilian

Customer service

Very helpful, available quickly by live chat. The communication was clear and I was very happy with the way my issue was resolved. I had the wrong address on my order - initially visited FAQ which directed me to live chat. Very smooth assistance in solving this problem. Thanks.

Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi Beks, We're so happy to hear you received quick and easy Customer Service! We are always happy to help resolve issues as efficiently as we can. I will be sure to pass this feedback onto our Live Chat Team. Have a wonderful Afternoon :) - Maddie

Great service

Easy online ordering. Bought something that ended up being too small and return was easy and free. Extra for store credit was a bonus and always get $25 vouchers for the next purchase.

Product Quality
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
1 comment
Hi Vlad, Thank you so much for the positive feedback! We are glad to hear you have had a satisfying experience with us as we try to make online shopping as seamless as possible. We hope this encourages you to shop with us for a long time to come :) Have a great day. - Maddie

Returns & exchanges are frustratingly long

I’ve returned three items a week ago (handed to local post office in Sydney CBD on 6 May) and the goods still haven’t been received by the Iconic. I don’t know if this is their contract with Aust Post but it’s strange that goods would just sit there. Iconic can’t resell the goods I’m returning and I’m waiting an extended period for a refund (in one case) and two exchanges. The delivery is always timely (next day) but returns make me question the ease of the whole process.

Shipping
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
1 comment
Hi Nathan, We're so sorry for any inconvenience caused by this return experience with us. We do advise that our normal returns process can take up to 15 business days for the item to be received and processed. We have numerous processes in place when items are returned to our Fulfilment Centre to ensure the quality expectations of the item was met. We require the item to be physically received before processing a refund or exchange so we can assess the quality before putting it back to stock. We also use standard shipping through Australia Post which is why returns generally take longer in transit. Again, we do apologise for this experience and hope that there will a chance for us to make it up to you in the near future. - Maddie

Customer service - live chat

Had to reset my password so the I could use app, Mia helped out through live chat and was really quick so I could get back to shopping ASAP. Excellent service, thanks Mia.

Return Claim MadeNo
1 comment
Hi Kym, Thank you for this feedback! We are over the moon to hear that our amazing Customer Service team was able to help resolve your issue fast and efficiently. We'll be sure to pass on your feedback to let Mia know. Thanks again and have a great day :) - Lilian

Beautiful bag arrived without the carry strap!!

Ordered a black cross over strap bag from The Iconic on Monday.
I was shocked when it arrived by Wednesday, but the bag was not complete. The strap to carry it over your shoulder was missing.
I was so disappointed as I ordered it in time to arrive for Mother’s Day.
I contacted them over chat and customer service were helpful but told me a report needed to be raised which would take 1 to 2 business days. Not helpful when I needed the strap by the weekend. Or the other option was to return the bag and reorder. Not helpful either and a lengthy process, when it is their mistake.
I wait to hear back from customer service.
Order no. 288414579

Smooth ordering process, fast shipping and great range of quality products but NO point in fast shipping if you can’t use the product!

Update- customer service got back to me promptly. I ended up having to return the bag and organise a exchange. The shipping for the exchange bag was fast.

No compensation was offered as stated in their response. Pretty disappointing!!

Product Quality
Shipping
2 comments
Hi Renae, Thank you for taking the time to share with us your experience. We would first like to extend our sincerest apologies as we pride ourselves in providing our fantastic customers with outstanding service, and this experience has absolutely not met this expectation whatsoever. We wish to assure you that this issue is being looked into by our Customer Service team as a high priority and we will make sure that you have been provided with further compensation for the inconvenience caused. Your feedback and experience has been much appreciated and will be raised with the relevant departments to ensure situations like these do not occur again in the near future. Please let us know if there is anything else that we can help you out with. - LilianThank you Lilian for your reply but still nothing has been resolved.. I just want to know when the strap will be sent out to me?? I’ve lost all hope of using it for Mother’s Day.

Awesome service

Had a live chat with jaeward regarding a return. He was awesome and very helpful. Jeaward Helped me arrange a return which was a present for my partners 30th which was outside the usual timeframes. Give the guy a pay rise!

Shipping
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
1 comment
Hi Teague, Thanks so much for this brilliant feedback! We are so glad to hear our lovely Customer Service Team and specifically, Jaeward was able to save the day and resolve your delivery issue in time for your partners birthday! We have absolutely passed on this feedback to make sure it does not go unnoticed :) Thank you again and have a lovely day! - Damien

Recently gone downhill...

I have spent over $15k with the Iconic in the past few years. For the most part, my
experience with the website, staff, deliveries and returns etc has always been exceptional.

Recently I’ve noticed the customer support and deliveries have become sloppy - I think they changed courier suppliers and this has resulted in a change in reliability. I’ve had urgent packages delayed with no answer and no apology. Of course, the first port of call is the online chat. Normally the staff are able to fix any issues I’ve had straight away however now I keep receiving responses like they “We will get back to you in 1 to 2 days” for things that should’ve arrived a week ago.

This happened again today after I had to purchase another dress on the weekend for an event because the iconic delivery never arrived. I became quite frustrated this time around as it had happened with more frequency over the past six months but every time I went back to the fact that I’ve had a really good experience for the first few years and this may have just been an isolated event...

After the generic “1 to 2 days response” I just asked if they could cancel the order and redirect it back to themselves. They said they couldn’t right now and they said they can only contact the courier through email... at the end of all of my frustrations and explaining what had happened previously, all they offered was a very generous $10 discount.

I am sure the service they provide is now just “in line” with most other online retailers, but it is sad that they don’t have my confidence any more as they used to exceed on every front - somewhere along the line this is changed.

Return Claim MadeNo
1 comment
Hi Courtney, Thank you so much for getting in touch with this feedback. We are so sorry to hear that your recent shopping experiences with us have not been what you had expected from us. These kind of delivery issues are extremely disappointing for us and we always try and resolve them as quickly as we can. We would love to look into this issue a little further for you to make sure you only received the best best of service and to hopefully improve going forward. Are you able to pop through your order number and we will escalate this for you right away? - Damien

I have purchased here a long time, but now I will delete the app.!!!

they are used to be good at organizing and everything. always on time! but for the last two order, I couldn't receive it on time. they tried to figure the problem out by refunding the delivery fee. what I ask for is the standard of the company, they provide many delivery options with or without fee to reach the goal of customer's satisfaction, fast and on time. from these issues, I need to change many plans and take more time to return it.

1 comment
Hi Ratta, We appreciate you getting in touch with us and for sharing this. We're sorry to hear that we have not been able to get your recent deliveries out to you in the original estimate timeframe. We would be more than happy to have a further look into this for you, could you please provide me with your order number and I will raise this now? - Damien

Quick reply and service

Products are great and have had no problem only with some labels
Run larger than usually but
All good as I get quick exchange and see if the other size fits

Product Quality
Shipping
Sizing Slightly large
1 comment
Hi Jojo Thank you for this feedback! We really appreciate the time you've taken to share your experiences and we hope that these will encourage you to shop with us again in the near future :) Have a wonderful day! - Lilian

Great customer service

I have accidentally checked out using the wrong address and needed to update it asap. Live Chat customer service were super quick in updating the address. What a relief! Great work!

Return Claim MadeYes
1 comment
Hi Ran, Thank you for your feedback. We are over the moon to hear of your recent order and the good experience you had. We work hard to have our service at this level and are determined to keep it that way :) Have an amazing day! - Lilian

Really helpful

Some products I wanted werent available and I had to settle on something else. The customer service was impeccable and I was helped with an issue regarding the delivery.

Product Quality
Product Appearance As advertised
1 comment
Hi Shahriar, Thank you for your feedback! We are sorry that you weren't able to get the products that you were after but glad to hear that our amazing Customer Service team was able to assist you with your inquiries. We hope this will entice you to visit us again soon! Have a great day :) - Lilian

Return process is beyond a joke

The website is great they offer everything, but when it comes to returning items and getting a refund it is a long and painful process. This is me talking from 3x of experiencing it too, it says 14 days return policy which is a joke in itself. But everytime I have returned something I never get a notification to say its received and I always have to follow up to find out where my refund is, this then gets escalated and promised a response within 24 hours which never happens. This is the last time I will be shopping with the Iconic

Sizing True to size
Product Appearance As advertised
3 comments
Hi Dominique, Thank you for reaching out with this feedback. We would like to wholeheartedly apologise for this issue and completely agree that this experience is not up to our usual standard. We would like to look into this a little further to ensure that you will receive the best resolution - Are you able to pop through your order number please? - Lilianthis is the most recent one: #289318189 but also happened with this one: #276794499Thank you for that Dominique, I have now escalated this to the Customer Service team and will have this looked into immediately. Please let me know if there is anything else l can help you out with. - Lilian

Favourite shop!

All products come exactly how expected, free returns if they’re not anyway! Fastest delivery EVER! It’s honestly overwhelming how fast it comes. Such a huge range of products and brands 100% recommended to everyone. LOVE the iconic.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
1 comment
Hi Emma! What terrific feedback! Thank you so much for taking the time to pop this through to us. We work really hard to make sure all aspects of the site and our lovely customer's experiences are nothing but the best so its fantastic to hear that this is exactly what you have received :) We hope this will entice you to shop with us again in the near future! - Lilian

Excellent customer service

Very prompt and professional dealing with even its after the sale of the item/s.
Very fast delivery too. Excellent no fuss return policy.
Nice,friendly and well
Mannered telephone operator as well. They handled it professionally .
Well done guys
I definitely come back to to buy more and recommend the Theiconic to my friends colleagues and family.

Product Quality
Shipping
1 comment
Hey Jeri, Thank you so much for this absolutely brilliant feedback! We are so glad to hear that your experiences with us have left you such a fan of ours :) We have passed all these kind words on to the Team and we know it will brighten their day! We hope you will think of THE ICONIC the next time you need to update your wardrobe. Have a beautiful day! - Lilian

Excellent and prompt customer service

I am a regular Cust of The Iconic and I have found their customer service to be excellent- prompt, reliable and delivers what they commit to. This significantly increases my confidence to shop at The Iconic

1 comment
Hi Ryan, What great feedback! We do pride ourselves on our wonderful Customer Service Team so it's absolutely fantastic to hear that you as a customer also agree on how amazing they are :) Thank you for this and we hope you have an amazing day. - Lilian

Great customer service

Awesome customer service, great quality range of products. Customer service team sorted my problem really well in sort period of time. also quick delivery options. thank you so much john.

Product Quality
1 comment
Hi Sukh, Thanks for the amazing feedback. We are so happy to hear about your experiences and that our Customer Service Team have been able to assist your issues in any way possible. This is exactly the service we proud ourselves on and we are determined to maintain this level of service going forward. Thank you for again and have a lovely day :) - Lilian

Great

Very easy to navigate, I found what I wanted, great range and great quality, the only worry is that they run out of stock for particular, mostly popular items very fast.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
1 comment
Hi Joshua, Thank you for this feedback! We are glad to hear about your experiences and hope you will be shopping with us for a long time to come! Have a great day :) - Lilian

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Questions & Answers

Hi! As you are the sole seller of BWLDR, do you have any idea of when you will be restocked in BWLDR pieces you are currently sold out of?
No answers

If I order a shoe in size 11 and try it on and want to exchange for a 10.5, is that possible if you are currently sold out of 10.5 sizes. Will there be a possibility you will restock (adidas ultra boost) so then I can exchange?
1 answer
Hi Giorgio. Thank you for reaching out to us! Unfortunately, we are not provided with updates in regards to stock we will be getting in. If you do want to exchange the shoes you will have 30 days to do so. However, we cannot guarantee that the shoes will be back in stock. We would advise that you click on 'Notify Me' next to the size you are after and click on 'Okay, Email me' so when the size you want is back in stock you can repurchase them. Sorry for any disappointments. - Lilian

Hi there, I was wondering if it is likely that you will restock the Cabrini Stretch Cami Dress by Will? I just missed out on the last one in my size! Really would love to buy ASAP. Thanks!
1 answer
Hi Josephine, Thanks for reaching out to us! Unfortunately, we are not provided with updates in regards to stock we will be getting in. However, we are getting new stock in seasonally all the time so there is a chance that we will be stocking this style! I would recommend keeping an eye on our new arrivals section over the next month as this will be where they're listed! We're sorry we aren't able to give you a more exact answer, however, hope that you can find them! - Lilian

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