ICONIC LONDON Reviews 

I recently received my order to find two items missing and three items included that I hadn’t ordered. I got in touch via the chat option, sent a photo as proof, and was assured by the bot that my message would be passed on to customer service.

True to their word, customer service got back to me promptly the next day—though not before they had already re-ordered the missing products! Shortly after, I received a wonderfully apologetic email from Sophie explaining everything and letting me know the replacements were on their way. She also told me to keep the mistakenly delivered items and gift them to friends.

Everything was handled quickly, politely, and with genuine friendliness. Absolute top-class service from start to finish. I’ve no doubt a few new Iconic fans will be created thanks to this generous gesture.

Thank you for the outstanding customer care!

Really pleased with the customer service I’ve recently received - I ordered last week and my items were dispatched within 24 hours. The parcel was unfortunately damaged in transit and an item was missing. I messaged customer services and got an immediate AI response, I provided the further info they required and a member of their team sent out a replacement within an hour of my initially query. Thank you!

I have been ordering from Iconic for a few years, great products and speedy delivery. For the first time ever I have just had an issue with an item i ordered being faulty. I emailed customer services and had an immediate response, within a few hours the problem was sorted with a replacement item being sent out. Excellent service.

5 star customer service

Outstanding customer service, a product arrived damaged, it was organised and a new one out for delivery 24 hrs later!!!
One of the best customer services ive ever dealt with.

My original order went missing in the post. I contacted Customer Service and Edi was fantastic! Investigated straight away and issued a replacement order. They also sent me a set of brushes, which was not necessary but a lovely gesture. Have bought a couple of times from them, the make up is perfect for my ageing skin and will definitely continue to purchase from them. Many thanks again for all the help to get the issue resolved so quickly.

I ordered a mascara but unfortunately when the parcel arrived the mascara was not in the box. Contacted customer services explained what had happened and sent photos of the box. Customer services contacted me the same day and arranged for another mascara to be sent to me which I received today (17th) Fantastic customer service, thank you.

Great customer service.
After one of my products arrived faulty I contacted customer service, within 24 hours a replacement product was sent out to me which I received 2 days later.
Very impressed and as always, love the iconic products.

I have been using Iconic makeup for a few years now and I love how it makes me look and feel. My go too products for looking great with minimal effort are radiance booster, kissed by the sun and the triple threat mascara. I recently had an issue with a product and the customer support I received was by far the best I have received from anywhere. Edi and Leah responded almost instantly and within 2 hours a replacement product was being shipped to me, you cant ask for better than that!

Great products - pretty much the only make up I have been using/ buying for the last 2-3 years. They lasts forever. Great quality & choice. Lovely sleek packaging.
Have gifted loads to friends and they have been using since as well.
Their customer service has been always great dealing with enquiries.
I can highly reccomended their mascara/ any of their pallets/ the bluring tint and let’s not forget their iconic highlighter, the illuminator. The best highlighter ever.
You can do your face with literally 4 products only on daily basis. Perfect for travelling.
I can highly reccomended Iconic London and I hope they keep the quality and prices which are still very reasonable especially their offers!

My order was lost by the train crash that is evri. The team have helped me with a replacement fairly easily so that I don't have to go into battle with the courier.

Speedy, helpful customer service team

Very helpful when I received a broken item; a replacement was arranged quickly.

My order went *missing* with the courier , tracking just stopped and so after a week I contacted Iconic, she could see that the parcel had just disappeared and issued another set of mascara x2, lip oil and base,plus my free gift
No issues at all.
The *missing* parcel turned up , opened and empty a few days later, clearly been pilfered by some sticky fingered oik!
I sent photos to customer service just to show them, my new parcel had already been dispatched and arrived safely intact this time.
Couldn’t fault the service received, helpful and kind, and patient as it has taken a couple of weeks to rectify

Thanks ladies

Placed an order. Within minutes I cancelled it and placed a different order. The order was showing as unprocessed at this stage. Cancellation should have been straightforward.
Received an AI response to cancellation request. Then received an email to say they'd shipped it so I would be charged.
Messaging them goes round and round in an AI generated wilderness.
Very stressful. Avoid.

Great customer service, I was missing a free gift with my purchase and was dealt with quickly and replacement sent

I ordered two mascara’s whilst there was a special and got a sample gift! Unfortunately when my parcel arrive the box was slightly crushed and only contained the free gift.

I emailed with photo proof and within 48 hours had confirmation of replacements being sent out.

Deliveries don’t always go to plan, but I can’t fault their excellent customer service in resolving the issue.

Special shout out to Sophie! Thank you!

Recently ordered for the first time and messed up accidentally ordering double so had to return something... then I messed up again and forgot to add my order number on the returns slip 🙈
Customer service (Edi) were really friendly and helpful - located my returned order from my postage receipt and also organised my refund very quickly. I love the products that I bought and really appreciate the great customer service that I received so will definitely be back

After a little delivery hiccup the team at Iconic couldn't have been more helpful! Great products and fantastic customer service. A new favourite brand for me.

I have purchased from Iconic London for a few years now and I just love their products. They have such a luxurious feel about them and look great.
I have to mention their excellent customer service after recently experiencing a problem with the courier. They responded and resolved my query all within a couple of hours of my email. I have never experienced any problems before, but it’s so reassuring to know that their customer service is a priority. I have no hesitation in recommending this brand and will continue to buy their products for both myself and my daughter! Excellent all round!

Fantastic customer service after delivery problems and a missing item. I had an initial response within minutes and the problem solved within 24hrs. Great company and again, fabulous customer service, thank you ICONIC