Pre-Sales 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.
Do you deliver outside the USA?
At the moment, we only deliver within the contiguous United States. If you're located in Australia, please visit our Australian website.
What payment methods do you accept?
You can pay using all major credit cards (including Visa, Mastercard and American Express), PayPal, Google Pay, Apply Pay, Shop Pay or bank deposit. We also offer Affirm, which allows you to spread the cost over 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 customizations?
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?
Yes. Our showroom is located at Gumps Emporium, 3225 Helms Ave, Los Angeles. Find directions and opening times on our showroom page.
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.
Can I see your products if I can’t visit the showroom?
Yes. We offer video consultations that you can book online, where our team will show you products in real time and answer your questions. We also offer free samples of our upholstery and timber, so you can feel the textures and see the colours in your own home before ordering.
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?
If you choose Pre-Order, your piece will arrive with our next shipment, which typically takes ten to sixteen weeks. Each product page lists a estimated shipment date. This is the date we expect your order to leave our Los Angeles warehouse. It will usually be delivered to you within three to seven days, depending on your location.
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
How much does delivery cost?
Free delivery to your front door is included for metro areas. For a small additional fee of $99, you can upgrade to White-Glove delivery, which includes bringing your furniture to the room of your choice, assembling it, and removing the packaging. See full details on our delivery information page.
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.
Do you offer assembly?
Most products arrive fully assembled. Some, like dining tables or storage units, require attaching legs. Assembly is included with our White-Glove delivery option.
What happens if my Pre-Order is delayed?
Shipping delays can sometimes occur due to factors outside our control, such as port congestion or customs processing. If that happens, we’ll keep you updated on new timelines and work to get your furniture to you as quickly as possible.
Will I receive my order in time for Thanksgiving or Christmas?
Our delivery cut-off dates vary depending on your location and delivery method. Visit our Thanksgiving delivery cut-off page, or our Christmas delivery cut-off page to find the relevant deadline for your order.
My Order
What is your returns policy?
You can return your order within 30 days of delivery. Items must be in their original condition and packaging. Returns are subject to shipping and restocking fees. Full details are on our returns & refunds policy.
How long will it take to receive my refund?
Once your return has been received and inspected at our warehouse, we’ll process your refund within ten business days. The time it takes for funds to appear in your account will depend on your bank or payment provider.
How do I care for my furniture?
Taking proper care of your Icon By Design furniture will help it last for generations. Keep timber away from direct sunlight, heat, and high humidity, and wipe up spills promptly. For detailed guidance by material, see our furniture care instructions.
My item arrived damaged. What should I do?
Please take photos of the damage and the packaging and email them to care@iconbydesign.com within 48 hours of delivery. Our team will assess and resolve the issue at no cost to you.
My table has been damaged after years of use. What are my options?
Solid timber can be repaired or refinished throughout its life. Although wear and tear isn’t covered by warranty, we can suggest care products or professional repair options to restore your piece. Please contact us for more information and support
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Dining Room Furniture
Dining Room Furniture
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Bedroom Furniture
Living Room & Lounge Furniture
Living Room & Lounge Furniture
Home Office Furniture
Home Office Furniture
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Rugs
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