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THE ICONIC (Head Office)

Let me start by saying …. I have used ASOS and many other international clothing distributors and they have never failed me as much as the ICONIC. I purchased a Rains Bag on the 24th of November 2025 and I am still waiting to receive it. After back and forth emails between me and their support team, blaming Rains then blaming couriers i finally have it sent. Thinking well this seemed like it will be simple. They sent it with Sendle the worst couriers I have ever encountered!!! Estimates a delivery date then tries to deliver it sooner with no notice. POOR TRACKING INFORMATION, POOR CUSTOMER SERVICE!!!. And still…. NO Bag. Arranging a pick up from the depot another mission and still? NO BAG. While you dust your hands and ask to RATE your app and service. If we could do minus points I would.!!! It’s very simple and maybe you have forgotten. I pay for a product it is your job to make sure it gets to me. A transaction was made and I still haven’t gotten my product!! DO NoT buy from these people. They are Sydney based and they can’t even send a parcel to Melbourne.

I ordered and paid for a pair of Onitsuka Tiger shoes online only to have The Iconic cancel the order on me a short time later, as there was seemingly no stock.  On request they refunded the cost of shoes but short by $10.30.  Either exchange rate variance or transaction fees.  Regardless, eight emails back and forth and they would not part with it.  I can live with being down $10.30 although this was their mistake, but the decision lacks integrity and is short-sighted.  When a company fixes a problem for a customer they become more brand-loyal than they ever were to start with.  Not the case here and all for the princely sum of $10.30.  Good to know.

Ordered one item and paid shipping fees. Was then told the item was unavailable & I'd get a refund. Except they didn't refund the shipping fees, so now I'm out of pocket.

EDIT: So my order before the one above was a $200 backpack, after ~5 months of using it 2-3 a week, never full, the stitching came undone. I contacted The Iconic, it's well beyond the 1-2 days they advertised to review the request, sent a followup, no response. That's it, no more The Iconic for me.

Literally used the iconic for years and rated them highly up until now. Made an order online with a gift card and there was an issue processing. Was advised at one point it was successful and then days later was told it was unsuccessful. Tried calling several times and waited up to 20 minutes each time only to be hung up on. Tried emailing - customer service only answered bare minimal questions and were not entirely clear on the process. I now have a $250 gift card in limbo and no answers and have been told to wait till tomorrow for someone to call - won’t hold my breath though, because they never bothered to notify me of an unsuccessful order in the first place.

Purchased an item weeks ago. The item in the picture was different to the one that I received. It was incorrect and frustratingly I read reviews and researched to make sure it was the right one. The item received was not what I wanted at all. I’ve been back and forth with the customer service team in 4-5 seperate email chains. One chain being 16 emails long. The returned item was booked to be picked up last week after lots of the above emails sent and back and forth. The item was on my porch all day and the delivery driver never picked it up. Once again, a new time needs to be chosen to be picked up. My most recent response was that once the item is picked up (which it hasn’t been yet) it will be an additional 15 business days. All this time and energy wasted. No compensation and the item that I originally wanted to receive will be here (in hopefully) 5-6 weeks. Not happy :(

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