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Help & FAQs

If talking to a real-life human is more your thing, you can reach out to our Customer Service Team via email.


 Order Queries

Where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. For the Australia this is typically within 7-10 working days & for international orders it can be between 10-14 working days (this excludes weekends and public holidays). You will also receive a tracking link in this email so check this out for any delivery updates.

 If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Service team with your order details. Please make sure to send us your order number so we can investigate your order status for you.

Can I cancel my order?

We completely get it; we change our minds too! While we wish could, once an order is placed our Warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore we are unable to interfere with this process and make any amendments. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. Please check our returns policy here.

Can I amend my order once it has been placed?

Once you have placed an order with us our Warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process and make any amendments.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. Please check our returns policy here.

What can I do if my order is going to the wrong address?

Please take extra care when entering your shipping instructions at checkout, once an order has been placed, we only have a short space of time in which to amend an address and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you.

If you find that you have entered the incorrect address, please contact our Customer Service team with your order details and your correct address information. We will try to help you as much as we can!

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems, please contact us!

What should I do if my order is missing?

If you are in the Australia and have not received your order within the allotted delivery time frame, please contact our Customer Service team within 21 days of the date on which you ordered the products. After this time has elapsed, iCMart reserves the right to decide whether to send our replacement item(s) for you.

For international customers, please allow up to 25 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

We try as hard as possible to ensure you won't receive an incorrect item, however very occasionally this may happen. If you're an Australian or International customer, please contact our Customer Service team with images of the incorrect item, where a member of our customer service team will help you further.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out-of-stock notice from us.

If you haven’t received this, please contact our Customer Service team with your order details so we can resolve this for you.

What if I want to speak to someone?

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.


What countries do you ship to?

We currently ship to Australia, Belgium, Canada, France, Germany, Ireland, Italy, Mexico, Netherlands, New Zealand, Spain, United Kingdom, United States. To enquire about shipping to a different destination, please contact us.

Do I need to pay customs and duties charges?

We cover all taxes & duties for Australia only.

For orders outside of Australia, customs charges are outside of iCMart's control and are charged at the sole discretion of your local customs office. Due to this, we’re unable to cover or refund any charges you may incur.

We’re unable to predict if or when you may be charged but for more information you can always contact your local customs office.

What delivery options do you offer?

Please check our shipping policy here.

*While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check our delivery page here.

How can I track my delivery?

If the tracking information is not available within the time frames outlined below, please contact our customer service team via email for help.

Standard shipping: The tracking information takes 5-7 working days from the time of shipment to update online. Please try to track your order after 7 business days to get your package status.

Express shipping: the tracking information is available within 1-3 working days after the package has been shipped out.

How long will it take to receive my order?

Standard shipping normally takes 8-12 days. Express shipping is available on all orders (for an additional charge). International shipping times depend on the products and destination (estimated at checkout).

Returns and Refunds

How do I return a product?

Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

Please check our refunds policy for more details.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

Can I return a personalised item?

No, unfortunately once an item has been personalised this makes it non-returnable. If you have any further issues please contact our Customer Service Department.

Can I get a refund if the price has changed since I ordered it?

As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference.

Will my original postage costs be refunded?

Postage costs will only be refunded if your entire order is damaged or faulty.

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and iCMart has the right to refuse a refund on these grounds.

If your item is faulty, please do not dispose or amend your item(s).

Please contact our Customer Service team within 30 days of receipt along with your name, order number, and images you can provide of the faulty item(s), so we can support you further. Please DO NOT return the faulty item to us unless told to by our Customer Service team.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.