I have a love-hate relationship with the Iconic. I love shopping, but I hate it when things don't go according to plan, which seems to happen very often with these guys. The Iconic does only online shopping, so if you're searching for a physical outlet, they don't have one. Clothes are delivered from a warehouse in Sydney, so if you live in Sydney, lucky you, the clothes will be delivered faster. The store has a good selection, dominated by local brands. More recently, they've started stocking more international stuff and I saw a promo for House of Harlow (Nicole Richie's label) on the front page. It's not cheap, and prices range from about $60 to $1000+. BUT the sales are fantastic (2014 boxing day had 3 for the price of 2). The reductions (when stock is low) are also very good, but only very bad if they don't have your size left. They also have a 100 day return policy (postage paid), but beware if you try to return/exchange something after 14 days - it will sit around in their warehouse without action and you WILL need to follow up. Talking about sizes...all models allegedly pose with a "size 8" for every single outfit on the website. I doubt the validity of this "size 8" thing, especially since fit varies from designer to designer, so sometimes a model would need a smaller size, and sometimes a larger size. To me, it's just confusing and not particularly helpful. Also, unlike other online shopping sites, The Iconic doesn't have a gallery of its shoppers wearing the clothes and discussing fit and quality. On other online sites like Free People, Showpo etc, that discussion and real photography is vastly beneficial in gauging the fit and quality of an outfit. The Iconic offers free express delivery to your nominated address or to a ParcelPoint of your choice. There is an $8 ($7.95 actually but really, we all know that's like 8 bucks) delivery fee if you choose saturdays or "twilight" delivery. The express delivery, 3 hour delivery, twilight mail etc are all great. If you have a last minute corporate function, need to go someplace fancy after work etc, chances are you COULD get that outfit by close of business. Except...there's one little problem...the mail companies used by The Iconic are absolutely atrocious. I've had my stuff delivered to the wrong place, delayed, and most recently, the guy didn't even come to my apartment to deliver...he just...left? (Oh, and this is especially annoying when you've PAID for your delivery to get it at a specific time, and, you have to wait till the next day or until Monday for re-delivery but you've basically already paid for that delivery and you can kiss goodbye to that). The fault for this, I strongly believe, still lies with The Iconic. While placing the order, there is no opportunity to provide "delivery instructions". For example, I live on a main road, but the entry is around the corner. So if there is very little effort from a delivery company to check if the order is being delivered to the correct address, it will be sent back to the warehouse and re-delivered at another time (unless the driver feels it's safe to leave outside the premises). The Iconic's complaint handling is fine. I've had issues with the complaints team, who failed to understand the issue (despite me making several attempts). When I finally wrote their customer relations team a letter, it was understood and I received my refund. Other minor issues have been resolved with ease. The store also has an online live chat function, but that's the option most people go with so there are times the chat won't load. I still recommend picking up the phone and calling them. Realistically, nobody's expecting stellar 10/10 service...this is after all online shopping. Will I continue to purchase from The Iconic? Yeah maybe, they have some great stuff on there, and it's a convenient option...but I think it might take a while before I'm back on the site. read more

WARNING DODGY WEBSITE. The Iconic tricks its customers through false/misleading advertisement. Just bought a jacket off this website. Entered my address in Sydney. Website clearly state 1-4 days delivery time. Went to track the order and found out it will be more like 8-10 days. Which is no good because i will be overseas by then for the next 3 month. Have sent numerous emails asking for my order to be canceled and money refund but they refused. Be very careful ordering off this website. Delivery times are not whats stated on the page. Items are not shipped within Australia. read more

AVOID ICONIC. Been waiting 8 days for my delivery (& I'm in Sydney) ............. never again !!!!!! Checked address. All ok ! Contacted Iconic parcel lost, never suggested to re send urgently. Assured me they'd be in touch. No parcel No calls. BUSINESS GONE DOWN HILL read more

I ordered some Dr Martens boots through The Iconic. What drew me to The Iconic was that their website boasts 100-day free returns, and free delivery for orders over $50. They also had a competitive price for a brand that doesn't ever seem to go on special. Dr Martens are a UK brand so the sizing was a little confusing (coming from someone who doesn't frequently purchase shoes) but The Iconic had the size conversions listed on the website. Their website is also intuitive enough to tell you approximate levels of stock (which helps make your choice when there's 1 left in stock). I picked what I assumed was the right size, and felt confident in doing so with the free returns policy. The boots were ordered at 6.30pm on a Wednesday night, and by 9.15pm of the same evening I was advised that the boots had been shipped. They arrived the next day. Unfortunately when I tried them on, the left boot was tighter than the right boot and was causing discomfort on the arch of my foot. I thought this was strange since I am right-handed, and my right foot is naturally bigger than the left. I assumed that the boots were faulty for this reason. I contacted The Iconic's customer service department to initiate a return. They responded on the same day and apologised for the fault, and gave me a shipping label to start my return. All I had to do was attach it to the package and take it to the post office. A minor criticism I had towards their communication was that at the time of return, they couldn't give me an indication as to their stock replenishment (which determined whether I would be persuing an exchange or a refund). I decided to go with the refund, even though I wanted the boots, given that they were useless to me with the fault. The product was received by them within a few days. The refund was then processed within 1 day of receiving the item. I received my refund the day after that. The process was a lot quicker than I've experienced with other companies. Overall, I'm really impressed with the returns policy. When you purchase from most stores online, unless they have a physical store the customer is required to pay for the return of an unsuitable product (this is disregarded when there is a fault with the product but must be proven). I've since noticed that the boots are back in stock on their website. I'm confident and happy enough with the whole experience that I will repurchase the boots. read more

I placed an order at 10:00am and selected the three hour delivery option. 1 hour later my parcel had arrived. I am beyond happy with the service. Keep up the great work! read more

Bought some sale items thinking i was getting a steal only to find out that instead of my package been delivered to where i live it was not 1 but 2 states away and had someone else sign for it. Ok i get it happens, but then i was accused of not looking properly like it was my fault. After explaining that it was more than 1000km's away i was told that i would have to wait for them to contact the courier (by what email or letter/heard of a telephone there pretty awesome and rather cheap) before i was able to get a response. The next email stated that the courier company has not been able to confirm for us that your parcel was lost (it was signed for that the wrong address, i wonder if they know that i can use a computer), when plainly i could see it was delivered to the wrong person and they would not claim responsibility as per there terms and conditions and did not have my items in stock anymore offered me a refund, i actually wanted the stock and now i not only had to deal with a day of first been accused of lying and then not getting what i was after in the first place (like can i catch a first world break). Yeah i got a refund sure but that doesn't make up for the rest of the shit i had to deal with. So if your looking for a recommendation well that is in fact to find another website that actually gives a shit about there customers and offers customer service, possibly even one that is actually willing to listen and work with you. read more

Purchased a jumper at the start of August 1.5 weeks before a birthday deadline . The parcel arrived in time but I was sent the wrong jumper. Customer service would not send the correct one straight away and said that they have to wait for the return item and processing of a new item , then postage again which could be weeks. Was not my fault that I received the wrong item , Customer service advised that they cannot speed up the process and would not allow me to arrange a courier for pickup of the correct item. Terrible service considering that it was The I conics error , and the total timeline from first ordering could be 3 weeks for an item that is supposedly in stock.. They did not seem concerned that I had a birthday deadline. Correct item will probably arrive 2 weeks after the birthday. Update 17/8/16 : I was sent a second replacement and surprise - they sent the same wrong item again!!!. Customer service said to send back again and then they will process the order a 3rd time. I advised of my unhappiness with this but was told another team would have to get back to me tomorrow . After disconnecting online chat I then received an email advising that my size was now not available and was I interested in a larger or smaller size. Because of their non willingness to expedite a replacement I have now missed out on getting this item in the size which is embarrassing because it was a promised birthday present. Worst service I have ever experienced read more

I was a fairly devoted online shopper and an especially devoted customer of the Iconic. They have a great selection and are reasonable with prices (still pays to shop around though as a quick internet search has led me to other sites with the same products for half the price). But generally they have cool stuff. I've now decided I can't keep shopping with them as there have been a few too many bad customer service and delivery experiences. If you purchase an item stocked by the Iconic delivery is normally great. But beware of the dreaded Item sent from a 'partner'. Out of 6 partner purchases from the Iconic 4 have had delivery issues. This time after over one week it looks as though the partner completely neglected to send my purchase. No one at the Iconic is able to pick up a phone and speak directly with their partner. I've been waiting for Iconic customer service to provide an update for over 48 hours. It's simply not acceptable and sadly not worth the effort on chasing them up. read more

Just had a really bad experience. I ordered some Birkenstock in time for Christmas for my 90 year old dad -- well at least I thought I did. They were never delivered. Australian post logged that they delivered them at a certain time -- well I was at home then on the front verandah and certain that they didn't. Never again. they need to organise a failsafe delivery system. I haven't heard nacak if I will be receiving a refund or another delivery before Christmas. read more