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?
When you Pre-Order, you’re purchasing your furniture from our next shipment, direct from the craftsmen. As we save on warehousing costs, we pass these savings directly on to you in the form of a 20% discount off our Buy Now price.
Timelines vary from item to item, and range from a couple weeks to several months. To find out about a specific items estimated arrival date, click the link titled ‘Learn about the Arrival Date’ on that item’s page.
Should you choose to Pre-Order items with different arrival dates, we are able to hold your items for you until the last remaining item(s) has arrived, and send your order in full.
How do I clean/take care of my furniture?
For timber products, we recommend regular dusting with a soft, microfiber cloth. Use only gentle 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 lustre of the finish.
What happens if my product arrives with a problem?
Our products all go through a rigorous quality inspection at our factory. However, in the unlikely event your furniture arrives with an issue, please email photographs of the item to our customer care team, who are on hand to speedily assist with your concern.
If I order multiple items, can I get a package deal?
We are yet to meet a customer who enjoys haggling down prices! To give all of our customers the access to our best pricing, we instead offer our lowest price up front in the form of our Pre-Order option. No negotiation necessary.
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 with bolts. All the tools required, plus detailed instructions, are included with any items that need assembly. When items are sent not fully assembled, it’s to help ensure the items are protected in transit, and to keep our delivery costs low.
If you require, we can organise for the delivery team transporting your furniture to assemble the furniture item upon delivery for a small additional fee.
How does the delivery process work?
The delivery process depends on the option you select upon checkout. In metro areas, our preferred couriers are speciality furniture carriers who provide a two man delivery service, they will contact you to schedule delivery. However, if you have a suitable vehicle, or prefer to arrange your own freight, we offer pick up from our warehouse in Erskine Park, as well as collection at our showroom locations.
In most cases, we can also arrange assembly and rubbish removal for a small additional fee.
Shipping costs can be calculated on both the individual product pages, as well as 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.
Where are your products made?
Icon By Design’s solid timbers are sourced from FSC certified forests in the USA. The timbers we use are American Oak and American Walnut, renowned for their quality and beauty.
We believe in craftsmanship; we also believe in affordability. To address this, we have our products manufactured at our craftsman facilities in China.
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’re not able to customise our products. However, many of our products are available in a wide variety of sizes and colours. If you’re not finding exactly what you’re looking for, contact our customer care team for more information on available products.
What is FSC Certification? Are your products sustainable?
FSC certification means the timber has been certified by the ‘Forest Stewardship Council’ as sustainably sourced.
We use FSC Certified, commercial-grade American Oak and American Walnut for all our furniture items, to ensure the materials we use don’t negatively impact the earth. An additional benefit of solid timber furniture is it’s much longer lived than MDF and plywood counterparts, which are far more likely to break down and end up in a landfill.
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, 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, with a plan to open a new showroom every 6 months. We’re also in the process of planning our second and third showroom openings.
What warranty is offered?
We offer a two year warranty on every product in our range, to cover manufacturing faults.