we’re driven by creating happiness
... it's that simple
At Icon By Design, our approach to customer service starts long before our customers reach the online store or our showroom. The people who support our business are the heart and soul of our operation, so we put them at the forefront of everything we do. From the moment we start designing a piece, we’re thinking about our customers and how to ensure they’re receiving the best possible piece at the best possible price.
Our unique business model means that we source our pieces directly from the craftsmen, enabling us to bypass the middleman and brand owners, and save on unnecessary costs. These savings are passed directly onto our customers. We’re so confident in our approach that we offer a lowest price guarantee: if you find any of our items at a lower price elsewhere, we’ll beat the price by 25%.
Whether you’re browsing, shopping or have already made a purchase, we’re available on as many channels as possible. You can reach us via online chat, through email, on the phone, facebook or by filling out our enquiry form. We understand that business hours can be inconvenient, so we make sure we’re available after hours and on weekends too.
When you shop with us, you’ll receive an Icon By Design account containing your details and your order information. Our online store also includes the option to track your order, so you can receive live updates on the status of your furniture. And of course, you can contact us anytime with any questions you may have.
Of course, true customer service shouldn’t end the moment you receive your item, and that’s why we offer extensive aftercare. As well as all our contact channels, which continue to be available to you, we have a resolution centre on our online store to make sure we’re able to rectify any issues you might encounter quickly and efficiently. We also offer an unlimited money-back guarantee: if your product is not as you ordered, is damaged or is simply not to your taste, you can return it to us in the original packaging for a full refund.
We’re only happy as long as you are – so we’re invested in long-term care and our customer service goes above and beyond. But you don’t have to take our word for it – take a look at our customer reviews from independent site Yotpo, so you can hear what our previous customers have to say.