Product Warranty

We focus on providing our customers with quality crafted wood furniture. We only use top-grade materials and trusted craftsmen. Each and every item is thoroughly checked by our quality control team before it is packaged, ready to be shipped. We have a 100% quality inspection program and any queries you may have will be answered quickly and accurately.

To give you peace of mind, we offer two (2) year warranty on all the IconByDesign products. Our warranty policy is designed to cover any manufacturing defects that may arise during the specified warranty period.

What do I do if I have a warranty question?

We make it very easy for you to address any concern you may have:

  • Contact our very friendly customer service team by emailing CustomerCare@IconByDesign.com.au with photos of the item.
  • You can, of course, call us on 1300 715 719 or contact us via our Chat facility on our web store.
  • We will discuss your concern and gain an understanding of the issue you are facing.
  • We will review the item and confirm whether it will be repaired or replaced.
  • We undertake to keep you informed every step of the way.

Warranty exclusions

  • Ordinary wear-and-tear, product modifications, damage resulting from negligence or use for purposes beyond the product's design or description.
  • Damage of parts caused by exposure to water or weather.
  • Failure to follow the product assembly instructions or IconByDesign’s furniture care instructions. Please click here to view our furniture care page. 
  • Minor variations in product colour, grain or finish.
  • Damage occurring during your own transportation of goods. This includes any damages by third party transport carriers that you engage with, and pay for directly to complete your delivery.
  • Products that are relocated from your original delivery address, to an alternative address, outside of IconByDesign's serviceable area.
  • Any products sold as floor stock or in a warehouse sale setting.
  • Products purchased for non-domestic and commercial settings have a six (6) month warranty. 

How to Make a Claim

If you wish to speak to someone in our customer care team, you can always click here to contact us.

To raise a claim, please email CustomerCare@IconByDesign.com.au with your full name and order number in the address line. In your request, please include:

  • Order Number
  • A brief description of the concern
  • A photo of the product in full
  • A photo detailing the concern from a distance, to illustrate how it appears in relation to the rest of the item
  • A photo showing the concern at a close distance
  • A photo showing the size of the concern - place an object such as a pen next to the issue to highlight proportion.
  • Photo of carton/packaging, highlighting the printed text and shipping labels, if possible

Once we have assessed your claim, we will determine whether a component or product should be repaired, compensated or replaced. 

If you wish to speak to someone in our customer care team, you can call us on 1300 715 719.

Delivery Guarantee

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.

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.

If for any reason you believe your product is faulty or has been damaged in transit, please do not hesitate to contact us within 7 days of product delivery via:

Our team will be happy to work with you to find a resolution.

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. 

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 will send out a replacement as soon as more stock becomes available. We offer the option of store credit in the event of an extended wait.

Australia wide delivery

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 notify 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 within 7 business days 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.

What happens if my order or part of my order arrives in an unsuitable condition?

Our customer care team will provide resolution options commensurate with the nature of the issue at hand, which may take the form of financial compensation, a free-of-charge repair, replacement of components, or replacement of the item in full. The options available to resolve any issue will be determined at Icon By Design's discretion. The resolutions provided will be done such that the problem is fully resolved, noting that we cannot offer a full order cancellation for a refund.

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.