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 14 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 StarTrack or local furniture couriers. Once your order has been shipped, the furniture carrier will notifiy you via SMS of the progress of delivery. We will send you a tracking number via email when we receive this information from the courier.
We typically dispatch your order the next business day after receiving it, for Buy Now items. For delivery within Australia you can expect your order within one to two weeks of order placement. (If you live in Sydney this can be as quick as one week, and within a fortnight for Melbourne and Brisbane). For Pre-Ordered items, the expected delivery cycle will be stated on your invoice.
The pandemic has had a significant impact on our warehouse and delivery partners, and they are understaffed at this time. As a result, deliveries could unfortunately be pushed back by one to two weeks. We wish to show full transparency and kindly ask for your patience and understanding as we work with our warehouse and delivery partners to get the orders picked and shipped to you.
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? If any part of your order arrives in an unusable condition we will replace that particular item. We are happy to replace the particular item, however, we do not provide cancellations for items that have been shipped.
What happens if the item that I ordered arrives in an unsuitable condition but there is no stock left? In this very rare occurrence, we would send out a replacement as soon as more stock became available. We are happy to replace the particular item, however, we do not provide cancellations for items that have shipped. We will look after you with an offer of store credit if there is an extended wait.
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.