THE ICONIC Reviews

I placed an order two weeks ago and received a faulty item. I reordered the item - and it still hasn't shipped. I've followed up with The Iconic five times now because they keep assuring me that either it will ship in 1-2 business days, or that they will get back to me in 1-2 business days - and nothing happens. I found out this afternoon that when the customer service rep told me a week ago that they'd raised it with their Fulfilment Centre that they hadn't and had just lied to me about it? This is really poor business. The Iconic used to be great but now they seem to sell faulty items a lot (this wasn't my first, and I do feel like they re-sell faulty items and that they're waiting for me to send back the faulty bag to send it to me again...) Also I asked to be given something a bit more than "we'll be in touch in 1-2 business days" and - I'm not kidding - I got "we'll be in touch in 24-48 hours"... I understand why so may of their big brands have gone now, and I won't be shopping with them again.

AWFUL CUSTOMER SERVICE & SYSTEM. No phone number and zero opportunity for compensation.
I made an order when products were on sale and the total was debited from my bank account. I never received confirmation of my order and decided to contact them a couple of days later to see where is was. To my dismay, they had a malfunction on their system and was told I will be getting a refund in 3-5 business days. I was then told I could not purchase the items I originally ordered as they were no longer in stock. All they could give me was a $10 credit to my account to apologise. Honestly, this is seriously bad customer service.
I will be taking further action and passing this on to the ACCC as it is illegal for a business to accept payment for a product or service they do not intend to supply.

Terrible customer service, and they’re not interested if you want to make a complaint. I ordered a pair of shoes which when received looked cheap and were clearly not a standard size 6. When I contacted customer service over chat and told them the shoes were too small and cheap looking, and that there needs to consistency in sizing, the woman told me it’s “normal” for inconsistent sizing to happen depending “on the style and brand”. According to her, it’s “normal” for a size 6 or 37 to be smaller, depending on the brand, never mind that actually makes them a size 5 & 1/2. Her response was also “we don’t offer compensation”, even though I didn’t ask for it, but that’s all she was concerned about, ensuring I didn’t think I was going to get anything out of my extremely poor shopping experience which inconvenienced me, leaving me without the shoes I was going to wear on the weekend because I had to return them.
When I complained that I ordered the shoes on Tuesday and even though they were express post I didn’t receive them until Friday, she said when an item is sent from one of The Iconic partners it takes longer. Once again, an excuse for everything and no concern at all that a long term customer is sick of paying her money and ending up with subpar items, then has to wait for a refund. As others have pointed out on here, their customer service is non-existent if you make a complaint. An Australian-based customer service team would have gone a long way in providing a better standard.
When I advised the woman on chat that I’m never going to buy from the iconic again, she thanked me for “confirming that”. It was clear to me she found my experience funny and treated me like garbage. Never again am I going to shop at the iconic because they don’t care how many times the experience inconveniences their loyal customers and they don’t care if they lose a customer.

I have just had the most horrible experience with the Iconic of my life. Never shop here if something goes wrong they are no help and they take no responsibility.
So the situation that happened with me was that they sent me two of the same order in two packages to me.
So both of these orders came from the same order number and one was delivered on Monday and the other was delivered on Tuesday.
I spoke to them on live chat on the Monday and said why didn't you just send it all together and they said because it couldn't fit in one package.
So anyway I decided to return both of these packages as I was not satisfied. So because BOTH OF THESE PARCELS were from THE SAME ORDER I assumed okay I will print out the same label for both of these parcels as they're from the same order.
Additionally there was NO COMMUNICATION from the Iconic that putting the same label on two packages can't be done and there is no information in the terms and conditions that putting the same label on two items even though they're from the same order is wrong.
Over the next week the Iconic only recieved one of these parcels.
The other one is missing.
I have contacted the Iconic and I spoke to Louise who was no help at all.
She is saying that I am liable and this is MY RESPONSIBILITY TO KNOW THAT I NEEDED TO PUT TWO LABELS ON EACH PACKAGE EVEN THOUGH I HAD NO INFORMATION ON THIS AT ALL AND EVEN THOUGH BOTH THESE PACKAGES WERE FROM THE SAME ORDER?
The communication with them was hostile and there was no understanding and no offer for compensation that was apparently not going to even be discussed.
The issue here is that they did not provide me with the right information and now its my fault that one of the parcels is missing.
On top of this the parcel that has gone missing is worth a lot of money and they literally do not care at all if your packages go missing all they care about is getting their money and if something goes wrong they blame AUS POST and they blame the customer for not knowing this information even though there is NO INFORMATION ON THIS.
I'm not sure how to go about this can anybody help?

They sell item that they don't have in stock. Only to receive an email saying that we will process your refund due to no stock.

After years leaving in Australia I finally decided to try the Iconic, only to get stressed and regret completely my purchase... I was sent something I didn't order, cheaper than what I actually paid for (shorts instead of leggings)... then when I requested what I actually paid for I was asked to actually pack the item THEY sent me and walk 20 minutes to the post office ( I leave far from everything) when I am already working 7 days a week and I barely have time for myself... where is the empathy?! Why should I pay for the company's mistake?! I really can't understand... a online shop should have in mind the main idea of buying something online is to avoid getting out of your own house and waist the time I don't have... specially to go the post office fix someone's else's mistake. I am not an employee of your company, why should I be fixing your mistakes with my time like I owe you something when the mistake was not mine?!

I have been ordering form the iconic for some years now without any issues.
Just recently I ordered 2 tshirts and one fit well for my hubby and mine was short length wise. You could just see it even before fitting but I just fit it once and put it back in the package plastic to return. I did just that and after they received the tshirt they said there were tags missing. I DID NOT REMOVE ANYTHING because I knew immediately that it won't fit. So anyway, they sent it back and then contacted me after they post it to let me know that they have returned it as it doesn't meet their return criteria. I email back to explain. I email the. Back to explain that the tshirt should be in the very same state as it came as I didn't not remove anything and they said ok, I should send it back when it arrives... AGAIN.

I am based in NZ. I have placed at least four orders with this website between 2016 and 2021. I have never had any issues with product quality or with delivery wait times. This site is safe and legit.

Spent several hundred $$ on potential bridesmaid dresses. Tried to return as weren't right (less than a week out of 30 days) and was refused even an exchange of size let alone a store credit or refund. Ridiculous. Won't shop again

ive been shopping at the iconic for ages and i would say its the most reliable quickest place to shop apart from princess polly. items arrive quickly and so do refunds if you need to return. it's just more on the expensive side than other websites i usually look at

The Iconic is an Australian/New Zealand online shop that retails a large variety of fashion pieces! Watch my YouTube video for a full review of their website and my shopping experience <3

Quick Review:
- Selection: They carry a huge range of mid-luxury to designer brands, and have a large variety of products to choose from
- Quality: Quality is amazing on The Iconic, everything is well made with good materials used
- Shipping: Very fast shipping for Metro areas (under 3 days). Free shipping over $50
- Returns: Free 30 day returns on all orders which is amazing! You can reuse the package your product arrived in, and print out a return label from their website.

Overall, I 100% recommend you shopping at The Iconic!

The Iconic used to be super reliable in terms of speedy deliveries, but my last 3 x orders have taken over 3-4 weeks to get to me. I understand COVID is partly to blame, but I have had more luck receiving shipments from ASOS, even shipments all the way from the UK. Their customer service is unhelpful and they themselves are never able to locate orders.