FAQ
Pre-Sale Enquiries
Where are your products made?
Our furniture is thoughtfully designed in Australia by our Sydney-based team. We source our Solid American Oak and Walnut from sustainably managed forests in the United States.
To bring our designs to life, we work with highly skilled manufacturing partners in Vietnam and the Shandong province of China, regions renowned for their long history of craftsmanship and expertise in solid timber furniture.
Is IconByDesign an Australian company? How long have you been in business?
IconByDesign 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.
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 instalments over a set period of time, with no hidden fees!
Do you offer samples?
Yes, we can provide rug, timber or fabric samples. Simply fill out this form and we will be in touch!
Do you offer customisations?
To keep our furniture high-quality and competitively priced, we produce our designs in planned batch runs. This allows us to reduce manufacturing costs and pass those savings directly on to you. As a result, we’re not able to offer custom sizes or modifications.
Do your products come fully assembled?
Many of our pieces arrive fully assembled, while others require simple setup, usually just attaching legs with the tools and instructions provided.
If you’d prefer the assembly taken care of, our White Glove delivery service (available in most metro areas) includes full setup in your home.
Do you offer a trade program?
Yes! If you’re an interior designer or industry professional, you can apply for a trade account through our website and one of our team members will be in touch.
Do you offer interior design services?
Absolutely! Our design experts are here to help you bring your vision to life. To enquire about our interior design service, please contact us.
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.
These are in the Supa Centa Moore Park in Sydney and Church St Richmond in Melbourne.
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.
Pre-Order
What does “pre-order” mean?
A pre-order allows you to secure an item that is currently out of stock but already in production with our manufacturer. By placing a pre-order, your item is reserved for you from our upcoming shipment.
When will my pre-order item arrive?
Each product page lists a estimated shipment date, this is the estimated date the item is expected to leave our Sydney warehouse. Delivery to your home typically follows within 1–4 weeks depending on your location and courier scheduling.
Please note: pre-order dates are estimates and may shift due to factors outside our control (manufacturing delays, international freight congestion, or port processing times).
Why can pre-order dates change?
Pre-order items travel through several stages - manufacturing, international shipping, port clearance, and warehouse processing. Delays can occasionally occur at any one of these steps, which can shift the timeline.
If this happens, we’ll notify you as soon as we receive updated information from our freight partners.
Can I cancel my pre-order if the date changes?
You can cancel your pre-order at any time; however, our standard cancellation policy applies. As your item is reserved specifically for you, a restocking or cancellation fee may be applicable.
Will all items in my order ship together?
If you order multiple items and some are in stock while others are pre-order, we will hold the entire order until all items arrive, unless you choose to split the shipment. If you’d like the in-stock items earlier, just contact us and we can arrange this (additional delivery fees apply).
Delivery
What delivery options do you offer?
We offer several delivery options to suit your needs, depending on your location.
1. White Glove Delivery - Our premium service includes delivery to your chosen room, unpacking, assembly, and removal of packaging. Once your order is with the relevant courier, they’ll contact you directly to arrange your delivery date.
2. Room of Choice Delivery - Our Room of Choice option includes a two-person delivery team that will bring your items into the room you choose. Once your order is with the relevant courier, they’ll contact you directly to arrange your delivery date. This service doesn't include unpacking, assembly or rubbish removal.
3. Front Door Delivery - Delivered to your front door or ground floor entrance of your apartment building. This service doesn't include bringing items inside, assembly, packaging removal or delivery on a specific date.
4. Collection Options (Sydney only)
You can collect your order from our warehouse in Prestons NSW. Selected smaller items may also be collected from our Supa Centa Moore Park showroom. To arrange a collection from Moore Park, please contact us.
More information can be found on our Shipping Options page
How long does delivery take?
Your delivery date will depend on your order type. Buy Now orders are typically delivered within 1–4 weeks, depending on your location. To view the next steps based on your delivery service type, we recommend reading our shipping options.
If you pre-order, your item will have a estimated shipment date - this is when it’s due to arrive in our warehouse. After it arrives at the warehouse, it will be dispatched to you following the standard delivery timelines as listed above.
Can I select a specific delivery date?
At this stage, we’re unable to offer specific delivery dates in advance. We work with trusted third-party couriers, and delivery timing is based on their routing and schedule availability.
For White Glove Delivery and Room of Choice, once your order is with the relevant courier, they’ll contact you directly to arrange your delivery date.
Front Door Delivery does not include delivery date scheduling.
Can I delay my order until a later date?
Absolutely. If you aren’t ready to receive your order yet, we can place it on hold for you at no extra cost. Your items will be stored securely in our warehouse until you are ready to receive them.
What if I miss my delivery?
If you’ve agreed to a confirmed delivery date and are not home when the courier arrives, a re-delivery fee may apply. Please contact our Customer Care team and we’ll help you organise the next available delivery.
Can I reschedule my delivery date?
If you have a confirmed delivery date and want to change this, we recommend reaching out to the courier directly, using the details provided in your shipping email. They’ll advise whether or not rescheduling is possible.
Will my order arrive before Christmas?
Cut off dates for delivery before Christmas vary but state and city. Find the Christmas cut off date for your location here.
My Order
Cancellations
If you wish to cancel or adjust your order prior to dispatch, please contact our Customer Care team. Cancellations are subject to a 20% cancellation fee, based on the total sale price of the items being cancelled.
Please note that if an item has left our warehouse already, it will be considered under our Change of Mind return policy.
The item doesn’t fit my space, can I return it?
Yes, we accept change-of-mind returns, provided the item is unused and in original packaging. A 20% restocking fee and return shipping charges apply. Please contact us to begin the process.
I’m missing a part or hardware, how can I get replacements?
If anything is missing from your order, contact our customer care team right away. We can send out replacement hardware or components promptly or depending on your location, you may be able to collect these parts from one of our showrooms. Photos of what you’ve received will help us identify exactly what's needed.
My product arrived damaged, what do I do?
Please contact our customer care team within 7 days of receiving the product. After reviewing the details, we may offer compensation, repair or replacement depending on the nature of the issue. Our team will guide you through the next steps.
The delivery team left packaging behind, is that expected?
This depends on the delivery service selected at checkout. If you have selected our White Glove option, the courier will remove the packaging. All other delivery options do not include package removal.
My furniture looks different to what I saw online or in the showroom, is this normal?
Yes. Every piece of our furniture is crafted from natural solid timber, which means no two items will ever be identical. Variations in colour, grain pattern, and tone are completely normal and are part of what makes each piece unique and authentically yours. Online images and showroom displays are a guide, but the natural character of timber ensures every product has its own one-of-a-kind beauty.
Do you offer warranty on your products?
Yes. All Icon By Design furniture comes with a 2-year warranty for your peace of mind. Please read our Warranty Policy for more information, exclusions or to make a warranty claim.
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.
For specific recommendations on what products to use, contact our customer care team, or refer to our furniture care page.
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 our customer care team so we can assess your furniture and make recommendations for the type of repair needed.
