FAQs

Frequently Asked Questions :

How do I change my password?

To change your account password you will need to first login to your account using your existing password. Once you have logged in, go to the Your Account page:

  • Look for Your Password and click on the Change Password >> link.

  • Enter your existing password, then your new password twice in the input boxes and submit your changes. Your new password will become active immediately.

HELPFUL HINT: If you have lost or can’t remember your password, go to the login page, enter your email address and select “I am an existing member but I have lost or forgotten my password! Help Me!”. An email with a link to reset your password will be emailed to you immediately.

Do you have any stores?

dstore.com operates exclusively online. All promotions and special offers can only be redeemed via our website.

Ordering FAQ:

Can I cancel my order?

If you would like to cancel or change an order that you’ve just placed, please call us immediately on our toll-free number 1800 DSTORE (07) 3123-4412 online, 24hrs, 7 days a week (AEST).

We’ll do everything we can to accommodate your request, however items that have already begun pick & pack cannot be cancelled. They can be returned or exchanged as per our returns policy.

Please understand that even though you may not have received a dispatch email yet, the dispatch process may already be well underway. The timeframe can be as short as 15 minutes, so despite our efforts we may not be able to intercept your parcel.

Can I add additional items to my order?

Once an order has been placed, paid for and begun the dispatch process you cannot add additional items. If you have just placed the order, call us immediately on (07) 3123-4412 (1800 DSTORE).

If the goods have not begun the packing process we may be able to stop the order. Please note that the timeframe for this may be as short as 15 minutes. In the event we are able to stop it, a credit will be placed on your dStore account and this can be used towards your revised order.

How do I check the status of my order?

To check the status of your order you need refer to Your Account.

Click on the “View Order” link next to the order you wish to check. Your order information is displayed as a summary of all items purchased and a breakdown of each parcel dispatched. Information also includes the method of payment, the time and date of the order and the order status.

To finding out more about tracking a parcel that is on its way to you, click here.

Delivery FAQ:

How much do you charge for delivery & handling?

dstore delivers Australia-wide. For standard delivery we charge a flat-rate delivery fee of ONLY $6.95 PER ORDER regardless of how many items you purchase in a single transaction. Please note that this does not cover some technology and electronics products- these are delivered by courier.

Do you deliver to Post Office boxes?

All items except those only available via courier delivery (eg. technology products, hampers and flowers) can be delivered to PO boxes.

PLEASE NOTE: Deliveries to PO Box addresses may require some follow-up to ensure that the order is valid. We may contact you to confirm order details.

Why can’t I change my delivery method?

Some products can only be shipped via one delivery method. For example, many technology products such as computers and monitors can only be shipped via Courier. Other products can only be shipped using Standard Delivery. Where more than one delivery method is available you will be able to choose which one to use in the checkout.

How long does delivery usually take?

dstore dispatches from warehouses all over Australia. Please see individual products for delivery times.

How do I track my order?

dstore uses a variety of carriers to deliver goods to our customers. Most deliveries are handled by Australia Post, however we also use Australian Air Express, Startrack Express, Fastway and others. This service allows you to track your parcel during the delivery process using the consignment number provided in your dispatch email. To track your order, simply enter the consignment number on the carrier’s website:

Please note, it can take up to 48 hours for some consignment information to appear.

What happens if I am not home to receive my delivery?

Due to varying delivery driver schedules, we are unable to arrange preferred times for you, so it’s important to be at the nominated address to receive goods. In the event you are not home to receive your delivery, a notification card will be left at the address so that you can arrange re-delivery, or collect from a local depot or post office. Fresh flowers will be left in a safe spot or returned to our local affiliated florist.

Tip: Not at home during the day? Have your order delivered to your office or workplace instead.

My parcel has not arrived within the expected timeframe!

Here’s an easy way to check if your parcel is overdue:

  1. Make sure you have received a dispatch email. If you can’t locate this email you can check to see if the parcel has been dispatched in Your Account by referring to your order history.

  2. If you parcel has been dispatched, please allow for up to 10 business days for delivery (3 weeks for books dispatched from the US)

  3. If the dispatch email included a consignment number, check the status of your parcel with Australia Post or the courier.

If your parcel has not arrived within the expected timeframe, please call us toll-free on 1800 DSTORE (07) 3123-4412 or online.

Top Ten Frequently Asked Questions:

  1. Q. What is The Iconic’s return policy?

  2. A. Please see our Shipping Policy for the details of our return policy.

  3. Q. How do I return an item?

  4. A. How you make a return depends on whether you live in Australia.

  5. Australian customers, click  to log into your account and start the returns process.

  6. How do I exchange an item?

  7. A. If you would like to exchange your item for a different size of the same item you can initiate your exchange by completing our online returns form.

  8. If you would like to exchange your item for a different colour or a completely different item you can initiate a 110% store credit or refund by completing our online returns form. Once your exchange has been initiated your item will be on hold for 14 days (after which it will automatically be taken off hold). Please ensure you post your return back to us well before then to avoid missing out. Your return will be processed within 10 days upon receiving it at the warehouse.

  9. Q. Have you received my return?

  10. A. Shoot us an email using this form, making sure to select the “returns” then “follow up” as the details of your enquiry. We will get back to you as soon as possible letting you know where your return process is up to.

  11. Q. When will I receive my receive my refund or store credit?

  12. A. Once received, we will process your return within 10 business days. We will send you an email to notify you that your refund or store credit has been processed. Please keep in mind that your financial institution can take an extra 3 – 5 business days to clear the funds back into your account.

  13. Q. How can I track my order?

  14. A. When your order is dispatched, you will receive an email from us containing a consignment number/tracking ID, as well as a link to their tracking page, where you’ll enter that tracking ID in to see where your parcel is.

  15. Q. How long does delivery take?

  16. A. 3 hour delivery in Sydney

  17. In an Australian fashion e-commerce first, THE ICONIC is able to deliver anywhere in the Sydney metropolitan area in just 3 hours! This applies to items being shipped from our warehouse, between the hours of 7am and 6pm on business days. If it’s possible for your order, it will be shown as an option for you to select in your Shopping Bag for only $9.95. Depending on which Sydney metropolitan area you are located, it may take between 3-4 hours to deliver your parcel.

  18. Free Shipping Australia- wide

  19. We’re proud to offer free shipping for orders valued at AUD $20 and above when shipping from our warehouse in Sydney using Express Post. If you are shipping to:

    1. Sydney Metro Area: Place your order before 10pm on a business day and your order will arrive the next business day. If you place your order after 10pm on a business day your order will arrive within 2 business days.

    2. NSW, Melbourne, Brisbane, Adelaide and Perth: Place your order before 2pm AEDST on a business day and your order will arrive the next business day. If you place your order after 2pm AEDST on a business day your order will arrive within 2 business days.

    3. The rest of Australia (including rural areas): Place your order at any time on a business day and your order will arrive within 2 – 4 business days.

  20. Free standard delivery from our partners

  21. Items dispatched from our partner suppliers’ warehouses will be shipped within 2 – 4 business days. Shipping is free of charge for orders valued at AUD $20 and above. You’ll know whether an item is coming from a partner or from our warehouse, because the information on the product page (just to the right of the photo) specifies this.

  22. Please allow a further day if your order was placed after 2.30pm AEST

  23. For further information please see our shipping policy here.

  24. Q. Has my order been successful?

  25. A. All successful order transactions will receive an order confirmation email within 30 minutes of purchase. If you have not received your order confirmation email, please check your order summary in “My Account” (if you have an account) or your email junk folder. Alternatively, contact our Customer Service team on LiveChat to confirm the placement of your order.

  26. Q. Do you have gift cards?

  27. A. Physical Gift Cards are available at your nearest 7-Eleven and Woolworths retailer Australia wide. E-Gift Cards are available to purchase online here. To find your nearest retailer, visit www.theiconic.com.au/gift-cards

  28. For more information and FAQs on our gift cards, click here.

  29. Q. I’m having trouble applying a voucher to my purchase.

  30. A. Please ensure your purchase meets the Terms & Conditions listed on the voucher. Check the minimum spend amount, the expiry date and whether the voucher applies to sale items. Also, remember that voucher codes are case sensitive, so ensure you are entering the code correctly at checkout.