VIEW ORDER DATES TO ENSURE PRE-CHRISTMAS DELIVERY FREE STANDARD DELIVERY FOR ALL ORDERS OVER $50DISCOVER ALL THE WAYS YOU CAN SHOP WITH US

FAQs

Business Content Pages

How to Shop With Forever New Online

Shopping online with Forever New is as simple as:


Add items to your bag

  1. Ensure you are on the Forever New website. 
  2. Browse the categories across the top navigation bar which includes New In, Clothing, Bags & Accessories, Shoes, Collections, Stores, and Sale.
  3. Once you have found an item to purchase, select your preferred colour, size (if applicable) and the quantity you wish to purchase then simply click ‘ADD TO BAG’
  4. You can then continue shopping or click ‘CHECKOUT’ to review the items in your bag and to finalise your order. 

Proceed to purchasing items

  1. Once you have finished browsing and have added the items you wish to purchase to your bag, click the ‘CHECKOUT’ button located at the top right of the website.
  2. Within the checkout you can also amend the quantity selected for each item or delete unwanted items by simply clicking the ‘EDIT’ button that is located on the right hand side within the Order Overview section of the checkout. Your amendments will be updated and allow you to proceed with the checkout process. 
  3. You will be asked to checkout by either logging into your existing Forever New account, creating an account, or choosing to proceed as a guest. Click which option you would like to checkout as and click ‘CONTINUE’.
  • If you have selected to checkout via your Forever New account then you will need to double check that your billing information, shipping information and payment information is correct, select your desired shipping method and then simply click ‘PAY SECURELY’
  • By selecting Register, a Forever New account will be established whereby all your submitted contact, shipping and payment details will be saved and ready for your next purchase. You will also be able to track your current orders, view your previous order history, view your gift card balance and receive email updates with our latest arrivals, collections and online exclusives (providing you wish to receive these updates, which is easily managed within your account). To create your account you will be required to complete the following 3rd, 4th and 5th steps in order to complete your purchase.
  • If you have selected to checkout as a guest you will be required to complete the following 3rd, 4th and 5thsteps in order to complete your purchase.
  1. Fill out your billing information. If your shipping address is different to your billing address then uncheck the ‘SAME AS BILLING ADDRESS’ box and fill out your desired shipping details.
  2. Forever New offers a variety of shipping methods for your convenience. At this next step select the type of shipping that you would like. For further information regarding our shipping information and conditions please refer to our Shipping Policy,
  3. Select your desired payment method and fill out the required fields then simply click ‘PAY SECURELY’ and your order is completed.
  4. Once your payment has been confirmed you will receive an order confirmation email to the email address provided.

Changing or cancelling an order once placed

Once an order has been placed and payment has been confirmed the order cannot be changed or cancelled.

You may return an order once it has been received by following our returns process. For further information and conditions please refer to our Returns Policy.

Sending your order as a gift

Surprising someone with a Forever New item is a great gift idea. You can nominate to have the order delivered to the gift recipient’s address by entering their details in the Shipping Address section of the checkout process. All our items are beautifully packaged.

Please note that all invoices are sent out with the parcel.

Card and payment options

We provide a variety of payment options such as VISA, MasterCard and AMEX credit cards, Forever New gift cards and PayPal. 

Please note your card will be debited once your payment method has passed fraud screening and funds capture at the time of transaction. The name against the charge will appear as Forever New on your statement.

Forever New takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Forever New uses EV Secure Socket Layer (SSL) technology. Extended Validation SSL Certificates give high-security Web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.  Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

Forever New online currency

All prices online are displayed in Australian Dollars (AUD).

Items sold out online

Items without and Add to Bag button are SOLD OUT cannot be added to your bag; however one of our stores in your area may stock the item you are after. Please use the Find in Store button located on the product page or contact our Customer Service Team to help locate any sold out items in a store near you. 


MY ACCOUNT

Do I need to create an account to shop online?

No, within the checkout process you may select the option to checkout as a guest rather than signing in or registering an account. However having a Forever New account with us allows you to experience a faster checkout out process as all your contact, shipping and payment details will be saved and ready for your next purchase. You will also be able to track your current orders, view your previous order history, view your gift card balance and receive email updates with our latest arrivals, collections and online exclusives (providing you wish to receive these updates, which is easily managed within your account). 

I’ve forgotten my password to my Forever New account

You can easily reset your password by clicking the login link in the top left corner. Within the Login to your Forever New account there is a link called FORGOTTON YOUR PASSWORD that prompts you to enter in your email address that is connected to your Forever New account, you will then be sent an email with a link to reset your password to the email address provided. 

How do I change my details in my Forever New  account?

If you have already signed up, click into the “My Account” section where there are options for you to change any of your details including payment and shipping details. You can do this by clicking the EDIT INFORMATION link located under each section. 

If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.


DELIVERY INFORMATION

When will I receive my parcel?

Delivery times vary pending on the shipping method selected at the time of checkout. For further information regarding our specific shipping times, costs and conditions, please refer to our Shipping Policy.

How do I track my order?

You’re tracking number and a link to the Australia Post website can be found on your Shipping Confirmation email that is emailed to you once the items have been picked up by Australia Post for delivery.

If your package has not arrived and you have allowed the correct time for delivery (according to the delivery type selected at checkout) and you have not received a calling card showing AUSPOST attempted delivery at your shipping address, please contact our Customer Service Team.

I forgot to update my shipping address before I placed my order

Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact our Customer Service Team as soon as possible if you would like to change your delivery address and we will see what we can do for you

Do you offer International shipping?

Forever New  now ships to 44 countries through our International website. For a full list of shipping countries and delivery timeframes please view our International Shipping Policy.

Do you deliver to New Zealand?

Yes, is you wish to place an order and deliver to a New Zealand address, please refer to our New Zealand website www.forevernew.co.nz


CLICK & COLLECT

What is Click and Collect?

Click and Collect is a new service that allows you to place an order online and then collect your purchases in selected Forever New stores. Your purchases are reserved and paid for when you arrive so you just need to collect and go. Simply place an order online at forevernew.com.au, choose Click and Collect as your delivery option, and we will process your order and aim to have it ready for pickup at your nominated store within 1-3 working days *.

*Please note this service may not available during sale events and is only available from our Australian stores.

What does it cost?

The service is free service. If we are unable to fulfil your entire order or part of it, we will notify you and refund you the cost of the unsupplied item(s).

What products are available for Click & Collect?

Most products on forevernew.com.au are available for Click and Collect, excluding Online Exclusives. Gift cards are not available via click and collect.

Which stores offer Click & Collect?

We are trialling this option across an increasing number of stores. Please select your nominated store from the list available when you choose Click and Collect.

Why is my nearest store not shown as a pickup location?

Currently, this service is being trialled in selected stores only.

I selected Click & Collect delivery options but now want to change to home deliverey?

Unfortunately at this time, this is not possible, we are trialling this option and currently do not offer redirection of Click and Collect Orders to home delivery.

Is there a minimum spend for Click and Collect orders?

No, there is no minimum spend for Click & Collect orders.

How do I place a Click & Collect order?

To place a Click and Collect order, simply choose Click and Collect as your delivery Option. You will then need to select your pickup store from the list shown. Then follow the prompts to pay for your order.

How will I know when my order is ready to collect?

You will receive an email and an SMS once your order is ready. Your nominated store will pick your order within 24 hours and have it ready for you to collect within 1-3 working days. If we encounter issues with your order, we will notify you.

Do I need to bring anything with me when I come to collect my order?

To collect your order, you will need to your online order number (such as your order confirmation email or your collection notification SMS to collect the product from store. If your order was paid for with credit card, this card will need to be sighted.

Can someone else collect the order on my behalf?

Yes. They must bring in the confirmation email and collection notification SMS when picking up the order. They will need to produce valid Photo ID at the point of collection. Please note that they will be unable to pick up the order if they cannot provide the order confirmation email or collection notification SMS.

Can I buy something for someone in another state to collect?

Yes, you can add the collector’s mobile number during order placement. Please note the collector will also need to provide valid Photo ID during store collection.

Can I cancel my Click and Collect order?

If you do not wish to collect your order, please contact our Customer Service team to have a refund processed once you have received the ready for collection notification (email/sms).

Can I change my Click and Collect order?

No. If you have ordered items that you do not want to keep, we are happy to provide a return under our Returns Policy. We are unable to alter your order to add new items or change quantities ordered. These can be done by placing a new order or simply shopping in store when you pick up your order.

How long are orders kept for collection?

Orders will be kept for up to 14 days from the time you receive your initial collection SMS and email. Any orders that are not collected within this timeframe will be cancelled and a refund will then be issued.

Where inside a Forever New store do I pick up my order?

All orders are picked up from the Forever New Service counter. If you cannot locate it please approach a Forever New Team Member when you enter the store and they will assist you further.

What happens if I can't collect?

Any orders not collected within 14 days of notification will be cancelled. A refund will then be issued.

I've collected my order, but it isn't what I was after. Can I return Click & Collect purchases?

Yes, we are happy to provide a refund or exchange in accordance with our Returns Policy.

What if the store is actually out of stock out of my item after I place my order?

If the store cannot confirm stock availability at your preferred Pick Up location, our Customer Service Team will contact you.


RETURNS AND EXCHANGES

What if my item doesn’t fit, I change my mind or my item is faulty?

To make your Forever New shopping experience with enjoyable we offer a variety of options to ensure you’re happy with your purchase. Please refer to our Returns Policy for further information regarding options that are available to you. 

Can I return/ refund an online order to a Forever New store?

For your convenience, item(s) purchased online may be exchanged or refunded at any Forever New store within Australia only, provided all online return policy conditions are met. A refund will be provided by crediting your original method of payment. In the instance that PayPal was your original method of payment; your refund will be credited to a credit card of your choice.

Please note that cash refunds will not be provided under any circumstances and postage charges cannot be refunded. Please refer to the Returns Policy for more information regarding the returns conditions. 

Product purchased from the Outlet category on the Forever New Australia site can only be returned to our online return address and not in store.

If you are based in New Zealand and wish to return any of your items, please ensure they are returned to our online warehouse.

Gift cards cannot be exchanged or refunded and will expire 12 months from the purchase date.

Can I return/ refund an item(s) purchased at a Forever New store online?

No, item(s) purchased in store may not be returned or refunded online. You will need to go in store to return or refund you item(s). For assistance finding your nearest store, please use our Store Locator or contact our Customer Service Team.  

Can I return/ refund an Ever New labelled item(s) purchased from the Forever New website to a Forever New store?

No, Ever New labelled item(s) purchased from Forever New website may not be returned to a Forever New Store and can only be returned to our online store. Please refer to our Returns Policy for further information regarding options that are available to you.  

Ever New is the trading name of the brand in selected international locations. As a related company of Forever New Clothing Pty Ltd, selected product available on Forever New website in the Outlet category may feature Ever New branded labels. Our signature style, quality and overall fit remains consistent across both brand names.

 

Can I return/ refund an Forever New item purchased on a Third Party site to a Forever New Store?

No, you cannot return a Forever New item purchsed on a Third Party site to a Forever New store. Forever New items purchased from a Third Party site must be returned as per the Third Party sites returns policy.

Can I return/ refund an Forever New item purchased on a Third Party site to the Forever New online returns address?

No, you cannot return a Forever New item purchsed on a Third Party site to the Forever New online returns address. Forever New items purchased from a Third Party site must be returned as per the Third Party sites returns policy.

How do I complete a Online Returns Request form?

  1. Log into your Forever New account and go to “My Orders’.
  2. Click on the order that contains the item(s) that you wish to return or request an exchange for and click on the returns button that is located at the top right hand side of the page.
  3. Fill out the required fields and read the Returns Policy to ensure you have a firm understanding of the terms and conditions.
  4. Once you have click submit and you will then be directed to the Return Request invoice. This invoice must be printed and sent with the items to our warehouse in order for you to receive your return or exchange.
  5. Once you have sent your item(s) back to our warehouse, you will then receive email updates with the status of your return or exchange as well has being able to view the status within your Forever New ‘My Account’ at any time.

Online return requests can only be completed on a desk top and not on a mobile device. 

What if I received my items as a gift? 

If you recieved your item(s) as a gift and you wish to return or exchange, please print off the Return Request form and fill in the required fields and send with your parcel to the online returns address listed below along with your Forever New receipt or your tax return recieved with your gift. You will be notified by email the status of your return or exchange.

View the Forever New Returns Request Form

What if I checked out as a guest and I don’t have a Forever New ‘My Account’? 

If you purchased your item(s) as a guest within our checkout process, please print off the Return Request form and fill in the required fields and send with your parcel to the online returns address listed below along with your Forever New receipt. You will be notified by email the status of your return or exchange.

View the Forever New Returns Request Form

I purchased an item at full price and now it has gone on sale, can I still get a refund or exchange? 

If you purchased a full price item within the last 14 days which has since gone on sale, you are welcome to return the item and receive an exchange or refund in line with our online returns policy for the original paid amount.  

How do I find out about your upcoming promotions?  

Stay up to date on our latest promotion by signing up to our newsletter and stay connected with us on social media to stay up to date with our latest offers and promotions. 

What address do I send my return parcel to?  

Forever New Online
9-13 Annick Crescent
Truganina
VICTORIA 3029
AUSTRALIA

Have you received my returned goods?

We are committed to exchanging or refunding your items as quickly as possible; we will update you via email and update your records in your Forever New account. In the unlikely event that you don’t receive your refund or exchange within 14 working days of posting your parcel to us and have checked your tracking details with the delivery service you have sent your parcel with, please email our Customer Service Team.

We encourage you to return your parcel via registered or traceable postal services as all returned parcels remain the responsibility of the purchaser until received by Forever New.  


PAYMENTS

Is it safe to order online?

Forever New takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Forever New uses EV Secure Socket Layer (SSL) technology.

Extended Validation SSL Certificates give high-security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details. 

Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

My payment method was not accepted

Payments may be rejected for a few reasons, please ensure you check the following prior to contacting our customer service team to ensure the information you have entered is correct:

  • Correct credit card number or gift card number has been entered.
  • Correct security number and expiry date has been entered.
  • That you have sufficient funds in the relevant account

 If you are still having problems try an alternative payment method or contact our friendly Customer Service Team


SIZING

How do I know what size I am?

Please refer to our Size Guide, or you can also find it on all individual product detail pages. If you would like further information regarding a particular style please contact our Customer Service Team.


GIFT AND EXCHANGE CARDS

Do you offer gift cards?

Yes, Forever New offers two kinds of gift cards for your convenience.

  • VIRTUAL GIFT CARDS -  You can purchase AU$ Forever New virtual gift cards online with the value of $20, $30, $50, $75, $100, $150 and $200. The virtual gift cards can be used across our Forever New online store or our Forever New stores within Australia only. Virtual gift cards cannot be redeemed in New Zealand stores.

Our Forever New virtual gift cards will be sent via email and will not incur any shipping or handling charges.

Virtual gift cards can only be redeemed for merchandise and not for cash. If the full amount is not used within a single transaction, the remaining amount will be left on the virtual gift card as any remaining value is non-transferable.

Purchases of any virtual gift cards are excluded from any sale or promotion and will not receive the discounted price.

Virtual gift cards are valid for 12 months from the date of issue.

Forever New gift cards can only be used on the Forever New website and in Forever New stores. Gift cards cannot be used on Third Party sites to purchase Forever New products.

  • PHYSICAL GIFT CARDS - You can purchase AU$ Forever New physical gift cards between the value of $10 to $1000 in any of our Forever New stores across Australia. Please note that only physical gift cards purchased within Australia (in Australian dollars) can be redeemed within our online store. Forever New also accepts gift cards purchased through third party retailers such as Coles, Big W and Woolworths. These are available in either $30 or $50 denominations and can be redeemed online or in store.

Physical gift cards can only be redeemed for merchandise and not for cash. If the full amount is not used within a single transaction, the remaining amount will be left on the physical gift card as any remaining value is non-transferable.

Purchases of any physical gift cards are excluded from any sale or promotion and will not receive the discounted price. 

Physical gift cards are valid for 12 months from the date of issue. 

Can I use my Gift/Exchange Card online and in store?

YES! Australian Gift Cards can be used online at the checkout and in all Australian Stores. New Zealand, Singapore and Canada Gift Cards can only be used in stores from the issued country and are not able to be used online.

Can i used Gift/Exchange card on a Third Party site that sells Forever New products?

No, Forever New gift/exchange cards can only be used on the Forever new website and in Forever New stores. You cannot purchase Forever New items from a Third Party site using a Forever New gift/exchange card.How long is my Gift Card valid for?

Gift Cards are valid for 12 months from date of issue. You can check your Gift Card balance and whether it is expired online at the checkout or in store.

What happens if I lose my Gift/Exchange Card?

If you lose your Forever New Gift or Exchange Card please contact our Customer Service where you will need to produce proof of purchase, such as a receipt number, so we may cancel and re-issue any remaining credit. If you have lost your Gift Card purchased through a third party retailer, Forever New are unable to re-issue the gift card.

How do I redeem my Gift/Exchange Card online?

Before entering your payment details on the checkout page, select whether you have an exchange card or gift card and enter the card number to redeem. When entering a third party gift card, you will be asked to also enter a pin number to successfully redeem. This four digit pin number can be found on the back of your gift card. If you are experiencing any issues or have any questions, please contact our Customer Service Team.

The website is asking me to enter a pin number, where do i find this?

The four digit pin number which is needed to redeem Gift Cards sold through third party retailers can be found on the back of your card after the card number. If you are experiencing any issues or have any questions, please contact our Customer Service Team.

Can my Gift/Exchange Card be extended?

Once the expiry date has passed, the card is no longer valid. Please call our Customer Service for further information or help.

WISHLISTS

How do I add items to my Forever New wish list?

Adding your favourite Forever New items to your wish list is simple, just follow the below steps:

  • When you have found the item you would like to save, click ‘ADD TO WISHLIST' by either clicking on the quick view or clicking into the product details page.
  • You will be asked to log into your Forever New account, where your favourite items will be saved and you then continue to browse and shop the website.
  • Within your wish list you will have the option to add to bag for purchasing your favourite item(s), you can also share your wish list with your friends and family by email. 


SEARCH

How do I search for a product?

Browse through the different categories by using the top menu navigation. Alternatively, if you know exactly what you are looking for you can enter the code or key word into the search function which is located at top right of our website.  

I saw an item in a Forever New store but I can't find it on your website

If you have seen something in a retail store and cannot find it online, it may have sold out. Stock can sell out very quickly in our online store so you need to get in quick. Please contact our Customer Service Team and they will be able to help you with your product query. 


PROMOTIONAL CODES

How do I enter a promotional code?

All valid promotional codes need to be keyed into the "Promotion Code" field within the shopping bag before submitting your order.


TECHNICAL ISSUES

Who do I contact if I am having technical issues with the website or my online payment?

For any technical issues with the website or payment issues you are experiencing please contact our Customer Service Team.


SHOPPING IN STORE

Do Forever New stores offer a layby service?

As a fast fashion retailer, Forever New promises up to the minute international trends. We have new collections delivered every four weeks and new styles arriving daily.

In order to keep true to our Forever New promise, we are unable to offer a layby service for our new collections and daily deliveries. We believe the best service we can offer our customers is the latest in international trends, quality fabrics and key styles whilst keeping our prices affordable.

I have a compliment or complaint regarding customer service within a Forever New store

At Forever New we aim to provide you with quality products and service at all times. If you feel you have received unsatisfactory service at any Forever New store we take this very seriously and want to hear from you.

Alternatively, we also love to hear when you have received exceptional service in store. Please feel free to contact our Customer Service Team about your experience.

Further information regarding shopping online with Forever New 

For further information regarding shopping online with us, please contact our Customer Service Team.

Updated August  2016