Frequently Asked Questions
Showroom & Inspiration
Do you have a showroom where I can see the products?
Yes. Our showroom is located at the HD Buttercup Design Center, 3225 Helms Ave, Los Angeles. Find directions and opening times on our showroom page.
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.
Before You Buy
How can I tell if an item is in stock?
Each product page shows whether an item is available to Buy Now or Pre-Order. Buy Now means the item is in stock at our warehouse. Pre-Order means your piece will arrive with our next consignment.
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.
Are your finishes safe and non-toxic?
Yes. We only use finishes that meet international safety standards, making them safe for homes with children and pets. Learn more on our sustainability page.
Why is your warranty one year?
Our furniture is built to last for generations. The one-year warranty covers manufacturing defects, but wear and tear is not included because solid timber can be repaired and refinished throughout its life. Full details are on our warranty page.
How long will it take to receive my order?
If you choose Buy Now, your order is released from our Los Angeles warehouse the next business day and usually arrives within three to seven days, depending on your location. If you choose Pre-Order, your piece will arrive with our next shipment, which typically takes ten to sixteen weeks. Once it clears customs and reaches our warehouse, delivery follows the Buy Now process.
Can I cancel or change my order?
Orders are generally final. In rare cases, changes or cancellations may be possible, but a 20% fee may apply. Please contact care@iconbydesign.com as soon as possible to discuss your options. More details on our returns & refunds policy.
Delivery & Assembly
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 happens if I’m not home for delivery?
Our delivery partner will contact you in advance to arrange a convenient delivery window. If no one is home, they may reschedule the delivery. More information is on our delivery information page.
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.
After Delivery & Returns
What is your returns policy?
You can return your order within 14 days of delivery for a full refund, less the cost of return shipping. Items must be in their original condition and packaging. Custom or made-to-order items are not eligible for return. 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 IconByDesign 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
