If for any reason your product does not arrive in a suitable condition, please do not hesitate to contact us. We will always replace any products that arrive in an unsuitable condition as long as you notify us within 7 days of receiving your order.
We deliver to any address in Australia, excluding PO Box addresses. We ship your order either via a furniture carrier (Designer Transport) or, for regional areas we offer a Front Door delivery service. Once your order has been shipped, the furniture carrier will notifiy you via SMS of the progress of delivery. They may provide tracking links which are indicative and provide a delivery date estimation.
We typically dispatch your order within one week, if your order contains only Buy Now items. For Pre-Ordered items, the expected delivery cycle will be stated on your invoice.
Damages in Transit
Every single one of our items is inspected by our quality control team prior to being packaged. We do this to catch any issues in the factory, rather than when you receive your order. In addition, all items have extensive packaging to protect from damage occurring in transit. As a result, we have a very low rate of orders arriving in an unsatisfactory condition. That being said, if an issue does occur you are not liable.
What happens if my order or part of my order arrives in an unsuitable condition? Our customer care team will provide resolution options commensurate with the nature of the issue at hand, which may take the form of financial compensation, a free-of-charge repair, replacement of components, or replacement of the item in full. The options available to resolve any issue will be determined at Icon By Design's discretion. The resolutions provided will be done such that the problem is fully resolved, noting that we cannot offer a full order cancellation for a refund.
Regional deliveries: Please note that Startrack and Toll do not offer insurance on their deliveries. If you place an order using one of these carriers, we will reach out to you regarding an alternative carrier and your insurance options.
If you do need an item urgently or have any questions please contact us either by email at CustomerCare@IconByDesign.com.au or phone on 1300 715 719. We will do our absolute best to accommodate your needs.