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International Shipping

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Forever New Clothing Pty Limited (ABN 11 118 100 100) (‘Forever New’) offers international shipping for selected products on this website to selected countries. 

Shipping

Countries

Forever New currently offers shipping for products purchased from Forever New’s international website to the following countries (as amended from time to time):

Argentina, Brazil, Chile, UK, Ireland, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Luxembourg, Netherlands, Poland, Portugal, Russia, Serbia, Spain, Sweden, Ukraine, Saudi Arabia, Qatar, UAE, Fiji, Hong Kong, Indonesia, Iran, Macau, Malaysia, Myanmar (Burma), New Caledonia, Papua New Guinea, South Korea, Taiwan, Thailand, Vanuatu, Vietnam.

International shipping is a growing part of our business and we will continue to review other countries where our customers may be located.  If your country is not listed please let us know as we still may be able to assist you. 

We use Express Courier International through Australia Post to ship products purchased from this website.  For further information about delivery to your location, please visit the Australia Post website.

If you want items shipped to Australia or New Zealand, please place your order on our Australian or New Zealand website.

Prices

All prices shown on Forever New’s international website are in Australian dollars (AUD$) and all international orders are charged in Australian Dollars (AUD$).

The total amount that you will see on your bank statement will be charged at the exchange rate determined by your bank or financial institution at the time of transaction.  The exchange rate is determined by international credit card providers or banks, who may add an additional processing or administration charge.  The international credit card holder is liable for this.

Any additional charges that are incurred for local taxes, customs and/or duties incurred once the product reaches your country are not included in the price shown at the checkout section of this website and are the responsibility of the person taking delivery of the product.

Customs, Duties and Import Taxes

Customs policies vary widely from country to country.  For information about customs policies that apply in your country please contact your local customs office.  Any additional charges for customs clearance, import duties or local taxes are to be borne by the customer.  We do not take any responsibility for these charges and have no control over what they may be.  Please note we are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless of the circumstances.  

Various websites have been set up to assist with calculating import duties and local taxes, such as www.dutycalculator.com.  Please note that these are Third Party Websites and we cannot make any guarantees about the accuracy of the calculators on those websites.  Forever New does not control, endorse, sponsor or approve any Third Party Websites or their content and  does not provide any warranty or take any responsibility whatsoever for any aspect of Third Party Websites or their content.

Delivery Information

Delivery Charges

International shipping to the countries listed above is free for orders over AUD$200 and is a flat rate of AUD$19.95 for orders up to AUD$200.

Delivery Method

We use Express Courier International through Australia Post to ship products purchased from Forever New’s international website to the countries listed above.

We will send you an email confirmation once your product has been dispatched and collected by Australia Post’s Express Courier International service.

For information about tracking your shipment and any requirements that may apply for you to take delivery of your shipment please visit the Australia Post Express Courier International website and contact your local postal service.

If you have any difficulties with receiving your delivery please contact Customer Service by email on customerservice@forevernew.com.au or by phone on +61 3 9862 3980  

Delivery Times

You should allow up to 7 business days for your purchase to arrive once your product has been dispatched from Forever New.  Products are usually dispatched within 1-2 business days of the order being placed on this website. Please note that these times are provided as a guide only and it could take longer during sale, peak or holiday periods.  As we are utilising the services of a third party (Australia Post) to deliver our products we have no control over delivery times and international shipments can be subject to various delays that are outside of our control (such as carrier or shipping delays, weather, customs etc).  

Product Limitations

Products purchased from Forever New’s international website are shipped from Australia.  Any manufacturer’s warranty, or rights under a manufacturer’s warranty, may not apply in the destination country.  Any information supplied with products purchased from this website, including packaging, manuals, instructions, safety warnings or other information in connection with the product may not be in the language of the destination country.  Products supplied from this website may not meet any or all requirements, or be compatible with requirements, of the destination country.  It is the recipient’s responsibility to determine if they can be lawfully imported into the destination country and meet any requirements of the destination country.

Restrictions

Forever New offers delivery within Australia, New Zealand and to selected international destinations (listed above). Due to size and custom restrictions some items available for sale in Australia are not available for international shipment. You may see and wish to purchase items available on our Australian or New Zealand sites, which are not available on our International site as we are unable to ship them to the destination country.

Due to State, Territories and National legislation some items cannot be transported through our delivery provider. This includes (but not limited to) jewellery, watches, writing materials and perfume. 

Packages do not ship from our Distribution Centre on the following holidays:

  • New Year's Eve
  • New Year's Day
  • Australia Day
  • Good Friday
  • Easter Monday
  • ANZAC Day
  • Queen’s Birthday
  • Labour Day
  • Melbourne Cup Day
  • Christmas Day
  • Boxing Day
  • Boxing Day Holiday

 

Returns and Change of Mind

Please note we do not offer exchanges on international orders.

There may be times when you will need to return an item purchased from us. Our International Returns Policy is designed to assist you with your return. The benefits given by our International Returns Policy are in addition to other rights and remedies you may have under the Australian Consumer Law (ACL).  

How to Arrange a Return

To return an item from your order and obtain a refund, please print off the International 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 invoice.

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. Please note, return postage costs will be at your own expense. If the item(s) you wish to return is faulty or not as ordered, please contact customerservice@forevernew.com.au or call +61 3 9862 3980 before posting your return.

Change of Mind for Purchases Made Online

At Forever New we want to ensure you love the items you purchase. If you have changed your mind on a purchase or ordered the wrong item we will refund the purchase price of the item provided that: 

  • you return the item within 28 days (inclusive) from the tracked date of delivery;
  • you bear the cost of returning the item;
  • you produce your original Forever New invoice (receipt) when you return the item; 
  • the item is in original saleable condition with all original tags in an unworn, unopened and unused state
  • any sewn labels are still attached 
  • you return the item in the manner specified by Forever New.

If you are not able to comply with these requirements, Forever New reserves the right to refuse to offer a refund on change of mind items.  Forever New will not accept a bank statement as proof of purchase for change of mind returns.

We regret that we are unable to accept a return of the following items for change of mind for hygiene reasons: 

  • Cosmetics and fragrances 
  • Swimwear 
  • Hosiery 
  • Hair accessories 
  • Earrings and Jewellery 
  • Underwear and undergarments 

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

Damaged or Faulty Item(s)

If you have received a faulty or damaged item or the item was not what you ordered, please contact us email us at customerservice@forevernew.com.au to discuss the issue and work out an appropriate solution.  It is important to us that you are satisfied with the products you have purchased and that you experience excellent customer service.  However, if you return an item to Forever New without having first contacted us and provided us with an opportunity to offer you an appropriate solution you may have to bear the cost of returning the item to us.

FAQ's

Which countries do you ship to?

Forever New currently offers shipping for products purchased from this website to the following countries (as amended from time to time): Argentina, Belgium, Brazil, Chile, Croatia, Czech Republic, Denmark, Estonia, Fiji, Finland, France, Germany, Greece, Hong Kong, Indonesia, Iran, Ireland, Luxembourg, Macao, Malaysia, Myanmar (Burma), Netherlands, New Caledonia, Papua New Guinea, Poland, Qatar, Russia, Saudi Arabia, Serbia, South Korea / Republic of Korea, Spain, Sweden, Taiwan, Thailand, United Kingdom, Ukraine, United Arab Emirates, Vanuatu, Vietnam

International shipping is a growing part of our business and we will continue to review other countries where our customers may be located.  If your country is not listed please contact Customer Service, as we still may be able to assist you. 

How much does delivery cost?

International shipping to the countries listed above is free for orders over AUD$200 and is a flat rate of AUD$19.95 for orders up to AUD$200.

When will I receive my parcel?

Generally, you should then allow up to 7 business days once your product has been dispatched from Forever New.  Products are usually dispatched within 1-2 business days of the order being placed on Forever New’s international website. Please note that these times are provided as a guide only and it could take longer during peak or holiday periods.  As we are utilising the services of a third party (Australia Post) to deliver our products we have no control over delivery times and international shipments can be subject to various delays that are outside of our control (such as carrier or shipping delays, weather, customs etc).  For detailed timeframes by country, please check the Australia Post website.

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. We use Express Courier International through Australia Post to ship products purchased from this website.  For further information about delivery to your location, you can visit the Australia Post website. If your package has not arrived and you have allowed the correct time for delivery and you have not received a notification of 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 international deliveries need to be signed for?
All international deliveries need to be signed for on receipt. If no one is available to take receipt, a card will be left explaining where the item is and what to do next.

Will my parcel be charged customs and import charges?
In most cases, any customs or import duties are charged once the parcel reaches its destination country. Any charges on a parcel must be paid by the person receiving the parcel. Forever New has no control over these charges as customs policies and import duties vary widely from country to country. For more information, please contact your local customs office for current charges before you order.

Is the international delivery charge per item or per order?
It's a flat rate for your order, so you can add as many items as you like and it will all be shipped to you at one specified delivery cost.

How can I place an order for international delivery?
Orders to international destinations can be placed online at intl.forevernew.com.au. Orders to Australia can be placed online at forevernew.com.au. Orders to New Zealand can be placed at forevernew.co.nz.

How can I contact you from outside Australia or New Zealand?
You can use our contact us page, email customerservice@forevernew.com.au or call us on +61 3 9862 3980.

How can I track my order?
We use Express Courier International through Australia Post to deliver international orders. All orders can be tracked via their website please visit the Australia Post Express Courier International website

What happens with non-delivery or lost parcels?
If you have still not received your parcel and your tracked parcel is showing as delivered on the courier website, a card should have been left informing you where it is. If a signatory was not available, the card should provide details on where and how to pick up your order or to rearrange delivery.

What do I do if I’ve received an incorrect, damaged or faulty item in my order?
If you have a problem with any item in your order, we would like to resolve this as quickly as we can. Please contact our Customer Service team via our contact us page, email customerservice@forevernew.com.au or call us on +64 3 9682 3980.

Can I have my order delivered to my work address?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person. It’s also a good idea to add your company name to the shipping address too as it’ll help the driver find your workplace.

Do you deliver to Australia?

Yes, is you wish to place an order and deliver to an Australian address, please refer to our Australian website.

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.

 

Return FAQ's

What is your International Returns Policy?
There may be times when you will need to return an item purchased from us.

At Forever New we want to ensure you love the items you purchase. If you have changed your mind on a purchase or ordered the wrong item we will refund the purchase price of the item provided that: 

  • you return the item within 28 days (inclusive) from the tracked date of delivery;
  • you bear the cost of returning the item;
  • you produce your original Forever New invoice (receipt) when you return the item; 
  • the item is in original saleable condition with all original tags in an unworn, unopened and unused state
  • any sewn labels are still attached 
  • you return the item in the manner specified by Forever New.

If you are not able to comply with these requirements, Forever New reserves the right to refuse to offer a refund on change of mind items.  Forever New will not accept a bank statement as proof of purchase for change of mind returns.

We regret that we are unable to accept a return of the following items for change of mind for hygiene reasons: 

  • Cosmetics and fragrances 
  • Swimwear 
  • Hosiery 
  • Hair accessories 
  • Earrings and Jewellery 
  • Underwear and undergarments 

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

Please note we do not offer exchanges on international orders. For more information, please view our International Returns Policy.

I’m an international customer. Can I return an item for an exchange instead of a refund?
We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, please place a new order.

How do I return something to you from outside Australia?
To return an item from your order and obtain a refund, 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 invoice.

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. Please note, return postage costs will be at your own expense. If the item(s) you wish to return is faulty or not as ordered, please contact customerservice@forevernew.com.au or call +61 3 9862 3980 before posting your return.

What do I do if an item is missing from my order?

If you placed a large order with Forever New it may have been sent in two or more separate parcels, please check your emails to see if you were sent two multiple tracking numbers. Alternatively, please contact our Customer Service team via our contact us page, mail customerservice@forevernew.com.au or call us on +64 3 9682 3980.

Has my return been received?

It can take up to 10 business days (excluding weekends and public holidays) for your parcel to reach our warehouse in Australia, depending on your location, service and carrier. We will send an email once it has been refunded, but do not hesitate to contact us if you have any concerns.

When will my return be processed?
All goods will be inspected on return, so please allow 2-5 working days from the date of receipt (this may take longer to process during sale periods). We will send an email once it has been refunded, but it can take up to 5 business days for the funds to show back into your account.

How do I return items by post internationally?
Please return items from your local postal service and obtain a Post Office receipt as proof of postage. They will have to be returned at your cost. Refunds for items returned by post are credited to the original method of purchase. Please send the items in their original packaging to:

Forever New Online
9-13 Annick Crescent
Truganina, Victoria, 3029
Australia

Please note when you return goods, please mark your parcel as "returned goods" otherwise it may get held up at customs. This could cause your refund to be delayed.

Updated: October 2015