Frequently Asked Questions
Need help with something? See below for our FAQ guides and videos. If you have any further questions our sales team will gladly help. You can call us on 1300 715 719 or email CustomerCare@IconByDesign.com.au
What does `pre-ordering` mean and how long does it take?
Pre-Ordering with Icon By Design allows you to save 20% off our Buy Now price by receiving items from the next shipping consignment.
Pre-Ordering does take a little longer for you to receive your order and the time frame will be dependent on the next arriving shipment carrying the items of your choosing.
Your pieces are coming directly from the factory, with no middlemen, so we save on storage costs and pass those on to you.
Where do the products come from?
That's an interesting question. Let's break it into four parts:
1. We are an Australian company with our design and operations teams based in Sydney.
2. We have a clean, minimalist design ethos, typified by Scandinavian & Modern design and the Australian way of life.
3. We focus on sustainability in manufacturing and raw material sourcing, so we get our American Oak and American Walnut from sustainable sources in the USA.
4. We believe in quality through craftsmanship. We also believe in keeping costs as low as possible. To address this we have our products manufactured at craftsman facilities in Vietnam and the province of Shandong in China. Most people are not aware of the long history of furniture craftsmanship within these locations, and both countries have a very strong skills base in this area. When you choose the 'Buy Now' option, the items are waiting to be shipped the next business day to you from our Sydney warehouse.
Do you customise your products?
To ensure we offer industry-leading prices on our timeless furniture items, we batch our furniture in production runs.
This translates to lower manufacturing costs, which in turn means we can offer you the best possible price. With that in mind, we are not able to customise our products. Many of our products are available in a wide variety of sizes and colours. If you are not finding exactly what you’re looking for, contact our customer care team for more information on available products.
If I order multiple items, can I get a package deal?
Ensuring all of our customers have access to the best pricing whether they order one or many items is at the heart of what we do. This is why our business is based on the Pre-Order model - with the Pre-Order price always being the best price available. You can confidently know you won't see a lower price in the future, even during sale periods.
What are the delivery options?
Our delivery process depends on the option you select upon checkout. In metro areas, our preferred couriers are specialty furniture carriers who provide a two man delivery service. They will contact you to schedule delivery. If you have a suitable vehicle or prefer to arrange your own freight we offer pick up from our warehouse in Eastern Creek, Sydney. We can also offer a collection of certain smaller items from our Supa Centa showroom. In addition, we have a Click and Collect option from our freight partner’s Campbellfield Depot in Melbourne.
Shipping costs can be calculated on both the individual product pages or collectively in the cart page. If you have any questions around these costs, our customer care team is on hand to speedily assist you with your enquiry.
In most cases, we can also arrange assembly and rubbish removal for a small additional fee. Please reach out to our customer care team should you require assistance with this.
If you are in the midst of a move, we recommend delivering your order directly to your new location. This saves on unnecessary double handling and will ensure your items are safe and can be opened upon delivery.
Are your products sustainable?
Icon By Design furniture is crafted from timber sourced from suppliers with sustainable practices. We specifically create solid timber furniture as it is long-lasting, by nature less disposable, and superior to veneered/MDF products. It also means that pieces have an extended life and ability to be passed down from generation to generation. We have a practice to allow the natural characteristics in timber to be present, which also reduces wastage. This means that all pieces are unique - no two pieces are identical.
Do your products come fully assembled?
Most of our products are delivered either fully assembled or require very simple assembly, such as attaching the legs of a table or sideboard with bolts. All the tools required, plus simple instructions, are included with any items that need assembly. Items are sent flat packed in order to help ensure they are protected in transit and to keep delivery costs low.
If you require, we can organise for the delivery team transporting your furniture to assemble the furniture upon delivery for a small additional fee. Please contact our customer care team should you require assistance with this.
What warranty do you offer?
All Icon By Design products undergo a high-quality inspection at the factory prior to packaging and are packaged robustly to protect them in transit. We offer a two-year warranty against manufacturing faults. Please note that this does not cover wear and tear. In the rare case of an issue, please contact our customer care team with evidence of the issue to start the assessment process.
How do I clean/take care of my furniture?
Taking proper care of your Icon By Design pieces will help ensure that they last for generations to come.
Beyond normal use, environmental factors such as heat, light exposure, humidity, and salt are damaging to solid timber and may lead to issues with products if not handled appropriately.
For timber products, we recommend regular dusting with a soft, microfiber cloth. Use only gentle and timber-specific cleaners, and only when needed. Quickly cleaning spills and preventing moisture from absorbing into the timber is key. Polish the timber 3-4 times per year to help maintain the luster of the finish.
My item has arrived damaged. What should I do?
Should your order arrive damaged please take detailed photos of the damage to both the item and packaging. Email those photographs to our customer care team. An outline of what is required is as follows:
1. A photo of the product in full.
2. A photo detailing the issue from a distance so we can see how it appears in relation to the rest of the item.
3. A photo showing the issue at a close distance.
4. Size of the concern - Place an object next to the issue, to highlight proportion. (We find a phone or pen to be a good indicator in this instance).
5. Photo of carton/packaging, highlighting the printed text, if possible
Our team is standing by to assess and will come back to you as soon as possible with options to resolve the issue. We will, of course, cover the costs of resolving issues we are accountable for.
Is Icon By Design an Australian company? How long have you been in business?
Icon By Design is a proudly Australian company, based in Sydney. We're a father and son business, having been in the furniture industry for five generations, with a diverse team committed to exceptional customer service. Since 2015, we've specialised in selling high quality, affordable, timeless furniture pieces that are inspired by Australian and Scandinavian design. That’s because we believe everyone has the right to surround themselves with beautiful furniture, at an affordable price.
Our first showroom opened in Sydney in August 2016 at the Moore Park Supa Centa. We also have a showroom on Church Street, Richmond, Melbourne.
Do you have somewhere I can see the physical items before ordering online?
Icon By Design has two showrooms in Australia, allowing our VIC and NSW customers to view the product prior to purchase.
For those customers outside these major hubs, we have an array of photographs and videos for you to view on our website, material samples available upon request, and a highly trained, hands on team to provide detailed answers to any specification questions you may have.
We also offer Free Virtual Consultations to show our customers around our showrooms and allow them to ask specific questions about the products they’d like to order.
Please note: While we strive to keep a wide range of products available to view in our showrooms, the size of our products means not all material and size options can be on display. Please contact us prior to visiting if you are interested in seeing a particular piece.
Can I pay later?
Icon By Design accepts ZipPay and Afterpay as Buy Now, Pay Later solutions. ZipPay and Afterpay allow you to pay with monthly installments over a set period of time, with no hidden fees!
What is the delivery process? How long will it take to get my order?
Delivery of your Icon By Design order is handled by one of our trusted providers tasked with carefully transporting pieces from our warehouse in Sydney direct to your door.
Your delivery date will depend on your order type: Buy Now orders will be released to our Sydney warehouse the next business day, and are typically on the road to your home within three days. Delivery time will vary depending on your distance from the warehouse. Our courier partner will liaise with you to coordinate an appropriate delivery time.
If you Pre-Order, your order will have a Shipment Consignment Date which indicates when the products will arrive on shore. Once they have arrived at the port, we ask that you allow for up to two weeks for the consignment to be cleared, make its way through customs, and get to our warehouse. Once it arrives at the warehouse it will be dispatched to your door, following the process for Buy Now orders described above.
Can I cancel my order?
Typically, we do not allow cancellations of items. In rare cases, where an exception to this policy is made, cancellations will be subject to a 20% cancellation fee based on the total price of the items being cancelled. Possible cancellation of Icon By Design orders will be evaluated on a case-by-case basis and is impacted if the order has been processed/shipped. Please contact our customer care team at firstname.lastname@example.org as soon as possible to discuss your options.
I've changed my mind. Can I return my product?
Should you change your mind, products can be returned only if the product is in the original packaging and properly packaged to ensure the returned item is not damaged in transit.
Return shipping fees apply and will be deducted from the credit offered.
Please contact us prior to purchase if you have questions about these fees.
I've had my item for a number of years and it has been damaged. What are my options?
Icon By Design products are robust and designed to last. And while the beauty of solid timber is that it can be repaired and refinished throughout the life of the product, wear and tear isn't covered by warranty. Please get in touch with us at email@example.com so we can assess DIY touch ups (care products, etc.) or make recommendations for the type of repair needed.