Service Delivery Standards

  • 1. Once you have placed an order on this site, you will receive a confirmation email from Icon Direct to confirm that your order has been placed. On average, most orders will take up to 5 working days to be processed once the order is finalised (excepting Christmas, Easter periods and other periods of high demand). We are not open on the weekends, so orders are only able to be processed and sent during working hours from Monday to Friday.
  • 2. Orders paid using a credit card are submitted to the relevant financial institution for security verification. City of Parramatta is not responsible for any delay in the verification of your transaction(s) nor any third party costs associated with a returned transaction.
  • 3. It is your responsibility to ensure all details included in your order are correct.


  • 4. Orders will be posted to an Australian address only.
  • 5. All orders are sent by Registered Post within Australia through Australia Post and is subject to Australia Post timings and terms and conditions.  City of Parramatta is not responsible for any delays caused by Australia Post or other shipping providers we may use from time to time, especially during high-volume seasons. Please note that all delivery times are estimated. If you are concerned with how long a delivery might take, please check the Australia Post Postage Calculator for an indication of how long a delivery may take to your address:
  • 6. All items are sent from Sydney, NSW. City of Parramatta is not liable for missing or late items due to any action or omission of City of Parramatta, Icon or Australia Post. You should receive an email notifying you when your order has been shipped and details to track that item.
  • 7. Items are dispatched with Australia Post and are not insured unless you take up additional insurance at the time of purchase. The cost of insurance is $2 per $100 of value, and is added to the cost of postage. Once your order has left the warehouse, you will receive an Australia Post tracking number via email.
  • 8. City of Parramatta is not responsible for items damaged or lost in transit or late, lost or misdirected mail and will not replace or refund value for lost, stolen or damaged items.


  • 9. If you believe the gift card received from City of Parramatta to be faulty, or you have concerns regarding the item please complete the form on our website: Our team will respond to your enquiry within 5 working days.

Re-delivery Cost

  • 10. If an item is received back in our warehouse due to: incorrect address provided (postcode, state, street name, house or unit number); or, non-collection of item from post office, a re-delivery fee of $14.95 will apply to cover any return fees charged to us and the cost of re-delivery.


  • 11. In the event of the cancellation of an order, a non-refundable fee of $14.95 will be charged to cover the handling of your order and associated fees. You may cancel an order at any time prior to shipment. Order cancellations should be submitted on our website: