Frequently Asked Questions
Popular Topics
Back To FAQ
Delivery and
Tracking
What delivery options are available?
We offer standard and express delivery within Australia
through Australia Post.
Orders are delivered on business days only. Delivery timeframes begin on the business day after your order has been dispatched and exclude weekends and public holidays.
Delivery estimates are based on orders dispatched from our warehouse. Orders sent from a store may take longer depending on the store location and delivery destination.
Dispatch and delivery may also take longer during busy sale
and promotional periods.
Do you offer free standard delivery?
Free standard delivery is available on Australian orders over AU$100 per transaction for a limited time.
To qualify, your order subtotal must remain above AU$100 after any discounts or promotional codes have been applied.
The offer is available across all payment methods. Delivery charges are non-refundable.
Which currency will I be charged in?
All prices displayed on our Australian website are in Australian dollars. Your order will be charged in Australian dollars at checkout.
What happens if no one is home when my order is delivered?
Your parcel may be left at the delivery address when Australia Post determines there is a safe and secure place to leave it.
If there is no suitable location, your parcel may be taken to a nearby Post Office for collection.
Australia Post sends attempted delivery notifications digitally. You can track and manage your delivery through the Australia Post website or the AusPost app.
Will I need to sign for my order?
A signature may not always be required. Your parcel may be left in a safe and secure location at the delivery address.
Once your parcel is out for delivery, you may be able to select a delivery preference through your MyPost account, where this service is available.
Can I have my order delivered to my workplace?
Yes, orders can be delivered to a residential or workplace address.
When using a workplace address, include the company name and ensure someone is available to receive the parcel. Deliveries are made to the address rather than to a specific individual.
Can I change my delivery address after placing an order?
Please check that your delivery address is correct before completing your purchase.
Once an order has been placed, we begin preparing it for dispatch and cannot change the order or delivery address.
After your tracking number has been issued, you may be able to request a redirection through the AusPost app or the Australia Post website, subject to availability.
Visit our Contact Us page if you require further assistance.
Can I change or cancel an order after placing it?
Once your order has been placed and payment has been confirmed, it cannot be changed or cancelled.
Click & Collect orders cannot be modified. You may contact our Customer Service team to request a cancellation, although
cancellation cannot be guaranteed.
Once your order has been delivered, you can return eligible items by following our Online Returns Process. Please refer to our Returns Policy for full conditions.
Can I have my order delivered to a Parcel Locker?
Yes. You can have your order delivered to an Australia Post Parcel Locker.
At checkout, select the Parcel Locker delivery option and follow the prompts to find and select your preferred Parcel Locker location.
Once your order has been dispatched, you’ll receive tracking information so you can follow your delivery. Australia Post will notify you when your parcel is ready to collect.
Australia Post will notify you when your parcel is ready to collect.
Your parcel will usually remain in the locker for two business days.
If it is not collected, it will be transferred to a nearby Post Office and held
for up to 10 business days.
How do I track my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number.
You can track your parcel through the Australia Post website or AusPost app.
If you have a Forever New account, you can also view your tracking details and order status under My Orders.
If you checked out using Shop Pay, you may also be able to view and track your order through your Shop account.
Why have I not received my order?
Check your tracking information through the Australia Post website, AusPost app or your MyPost account.
If your parcel is marked as delivered but has not arrived, check your MyPost account for delivery details and look around your property for a safe-drop location.
If tracking has not updated or your parcel has not arrived within the estimated timeframe, contact our Customer Service team so we can
investigate with Australia Post.
In some cases, parcels may be returned to the sender because of an invalid address or delivery issue. This will appear in your tracking information. Contact our Customer Service team if your parcel is being returned.
If you do not have a tracking number, sign in and visit the My Orders page. Guests can contact our Customer Service team or speak with our Live Chat team.
What should I do if an item is missing from my order?
Orders containing multiple items may be dispatched separately.
You will receive a separate shipping confirmation email and tracking number for each parcel. Your electronic tax invoice will be sent after all items have been dispatched.
If all parcels have arrived and an item is still missing, visit our Contact Us page, call 1300 720 687 or email customerservice@forevernew.com.au.
Back To FAQ
Returns and Refunds
What is the returns policy?
Eligible items can be returned in accordance with our Returns Policy.
Items must be in their original saleable condition, unworn and unwashed, with all tags and sewn labels attached, unless the item is
faulty.
Return eligibility and available refund methods depend on where the item was purchased, whether it was full price or on sale, and the
reason for return.
Please review our Returns Policy before submitting a return.
Can I return sale items?
Yes. Change-of-mind returns for sale items may be exchanged or returned for a Forever New gift card, provided they meet our Returns Policy conditions.
A refund to the original payment method is only available when a sale item is faulty.
Exchanges must be completed at a Forever New store in Australia, excluding department store concession locations. Online exchanges are not currently available.
How do I return an online order?
Online purchases can be returned by post or at a Forever New store in Australia, excluding department store concession locations.
A standard AU$7.99 return postage fee applies to postal returns and is the customer’s responsibility. This fee will be refunded if the return is due to a faulty item or delivery error.
To return an order by post:
- Visit the Returns Portal.
- Sign in using your account details, or enter your email address and order number if you checked out as a guest.
- Find the relevant order and select Return Items.
- Accept the returns conditions.
- Select the items you wish to return and provide the requested information.
- Choose Refund as your return method, subject to eligibility under our Returns Policy.
- Review and confirm your return details.
- Pay for your return for your return postage using PayPal or a credit or debit card.
- Download the returns label sent to your email.
Orders more than 14 days old will not appear in the Returns Portal.
If you checked out as a guest but are signed in to an account, log out before accessing the portal.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How do I package and send my postal return?
Pack the item securely in a delivery satchel or box and remove any existing postage labels or barcodes.
The item must be unworn, unwashed and in its original saleable condition, with all tags and sewn labels attached, unless it is faulty.
Print your returns label and attach it securely to the parcel. If you do not have access to a printer, Australia Post may be able to scan the label from your device at the Post Office.
Take the parcel to an Australia Post location and keep your tracking details until the return has been completed.
Original delivery charges are non-refundable unless the item is faulty or was sent incorrectly. Select the correct return reason when submitting your request.
When will I receive my returns label?
Your returns label will be emailed to you after you complete the return request and pay the postage fee through the Returns Portal.
Please allow up to 24 hours for the email to arrive. Check your junk or spam folder before contacting our Customer Service team.
How can I track my return?
You can track your return using the tracking number located
above the barcode on your returns label.
Postal returns generally take three to seven business days to reach our warehouse.
Once your return arrives, allow up to seven business days for it to be assessed and processed. We will email you when this is complete.
Contact our Customer Service team if you have not received an update within 14 business days of posting your parcel and your tracking details do not provide further information.
When will I receive my refund?
Postal returns generally take three to seven business days to reach our warehouse.
Once received, eligible refunds are processed within seven business days. We will send you a confirmation email after the refund has been completed.
Funds may take a further three to five business days to appear in your account, depending on your financial institution.
How will I receive a gift card refund?
When a return is approved for a gift card refund, the value will be loaded onto a Forever New e-gift card.
You will receive a separate email containing the e-gift card number.
Can I exchange an item purchased online?
Online exchanges are not currently available by post.
Eligible online purchases can be exchanged at a Forever New store in Australia, excluding department store concession locations.
Please bring your tax invoice as proof of purchase and ensure the item meets our Returns Policy conditions.
Can I return an online purchase to a store?
Yes. Eligible online purchases can be returned or exchanged at a Forever New store in Australia, excluding department store concession
locations.
You must provide your tax invoice as proof of purchase. This will be emailed to you after your order has been dispatched.
Eligible refunds will be returned to the original payment method. If the order was paid for using PayPal, the refund will be issued to a nominated card linked to the account. The cardholder and card must be present.
Change-of-mind returns for sale items are eligible for an exchange or Forever New gift card only. Refunds to the original payment method are available where an item is faulty.
Cash refunds are not available and delivery charges are non-refundable, except where required under our Returns Policy.
Gift cards cannot be returned or exchanged and expire three years from the date of issue.
How do I return an item purchased in a store?
Items purchased from a Forever New store in Australia must be returned to a Forever New store in Australia.
They cannot be returned through the online Returns Portal.
Standalone stores cannot process returns for purchases made
at department store concession locations, and department store concession locations cannot process returns from standalone stores.
Eligible refunds will be issued to the original payment method. If PayPal was used, the refund will be issued to a nominated card linked to the account. The cardholder and card must be present.
Use our Store Locator to locate your nearest store.
Can I return a Forever New item purchased from a department store or third-party retailer?
Items purchased from a department store concession or third-party retailer are subject to that retailer’s returns policy and process.
These items cannot be returned to a Forever New standalone store or through the Forever New online Returns Portal.
Please contact the original retailer directly for assistance.
What should I do if I receive an incorrect, damaged or faulty item?
Contact our Customer Service team as soon as possible if an
item is incorrect, damaged or faulty.
Provide your order details and any relevant information about the issue so the team can assist you.
Return postage costs will be refunded where the return is due to a product fault or delivery error.
How do Afterpay refunds work?
Items purchased using Afterpay can be returned in accordance with our standard Returns Policy.
Once your return has been received and processed, the refund will be communicated to Afterpay. Please allow one to eight business days for
Afterpay to update your account.
When all items from an order are returned, payments already made will be refunded and any remaining instalments will be cancelled, subject to Afterpay’s processing.
For partial returns, your payment schedule will be adjusted
based on the value of the returned items.
What can I do if an item does not fit or I change my mind?
Eligible items can be returned or exchanged in accordance with our Returns Policy.
The return method and refund option available will depend on whether the item was purchased online or in store and whether it was full price or on sale.
Please review our Returns Policy for complete eligibility conditions.
Can I receive a price adjustment if an item goes on sale?
We do not offer price adjustments when an item is reduced after purchase.
If you purchased a full-price item within the return period and it is eligible under our Returns Policy, you may return it for a refund of the amount originally paid. You can then place a new order at the current
price, subject to availability.
How do I return an item received as a gift?
Gift returns must be completed at a Forever New store in Australia.
The item must meet our Returns Policy conditions.
When the original proof of purchase is provided, an eligible refund may be returned to the original payment method. The original payment method and cardholder may need to be present.
Sale items may be exchanged or returned for a Forever New gift card.
Without proof of purchase, an exchange or store credit may be offered where applicable. The value will be based on the item’s current Forever New selling price because the original purchase price cannot be verified.
How do I return an item received as a gift?
Gift returns must be completed at a Forever New store in Australia.
The item must meet our Returns Policy conditions.
When the original proof of purchase is provided, an eligible refund may be returned to the original payment method. The original payment method and cardholder may need to be present.
Sale items may be exchanged or returned for a Forever New gift card.
Without proof of purchase, an exchange or store credit may be offered where applicable. The value will be based on the item’s current Forever New selling price because the original purchase price cannot be verified.
How can I contact the Customer Service team about a return?
Our Customer Service team is available Monday to Friday from 9 am to 5 pm AEST.
Visit our Contact Us page for current contact options and assistance.
Back To FAQ
Click & Collect, Reserve In Store and Product Availability
What is Click & Collect?
Click & Collect is a free service that allows you to shop online and collect your order from a selected Forever New store.
Your order is reserved and paid for online, so it is ready for you to collect in store.
We aim to prepare Click & Collect orders within one to three business days. You will receive an email when your order is ready.
Orders must be collected within 10 days of the Ready to Collect notification.
Click & Collect may be unavailable during busy sale or promotional periods. Product availability also varies between stores.
How do I place a Click & Collect order?
Select Click & Collect as your delivery option at checkout. Choose an available collection store and complete your payment to place the order.
You can use the Find in Store feature on a product page before ordering to check availability at nearby locations.
Why is my nearest store not available as a collection location?
Click & Collect is offered at Forever New stores across Australia, subject to product availability.
Your preferred style, colour or size may not be available at your nearest store. When this happens, you can select another available store or choose home delivery.
Contact our Customer Service team for further assistance.
Which items are available for Click & Collect?
Click & Collect is available on selected products.
Online Exclusive items and gift cards are not available for Click & Collect. Availability may also vary by store, style, colour and
size.
How will I know when my order is ready to collect?
We aim to have your order ready within one to three business days.
You will receive an email when your order is ready for collection. To receive an SMS notification as well, enter your mobile number during checkout.
We will contact you by email if there is an issue with your order.
Do not visit the store until you have received your Ready to Collect notification.
What do I need to bring when collecting my order?
Please present your Ready to Collect email and valid photo identification when collecting your order.
Can someone else collect my order for me?
Yes. Another person can collect your order on your behalf.
They will need to present a copy of the Ready to Collect email and their valid photo identification.
Can someone else collect my order for me?
Your order must be collected within 10 days of receiving the Ready to Collect notification.
Orders that are not collected within this period will be cancelled and refunded to the original payment method. You will receive confirmation once the refund has been processed.
Contact our Customer Service team if you are unable to collect your order within the collection period.
Can I change or cancel a Click & Collect order?
Click & Collect orders cannot be changed after they have been placed.
You may contact our Customer Service team to request a cancellation, although cancellation cannot be guaranteed once the order is being prepared.
What is Reserve In Store?
Reserve In Store allows you to reserve eligible full-price items online to try on and purchase at your selected Forever New store.
Reserve In Store is available on eligible items priced at AU$50 or more and is subject to store stock availability.
How do I reserve an item in store?
To reserve an item:
- Select your preferred size on the product page.
- Select Find in Store.
- Enter your postcode to view nearby stores.
- Choose an available store and complete your reservation.
You will receive a confirmation once your reservation has been successfully placed.
How long will my reservation be held?
Once your reservation has been confirmed, your items will be held until the collection time you selected when making your reservation.
If you're unsure of your selected collection time, please refer to your confirmation email or SMS.
How can I check stock at my nearest store?
You can check store availability directly on the product page.
- Select your preferred size.
- Choose Find in Store.
- Enter your postcode.
- View nearby stores and their current stock availability.
Stock availability is updated regularly but may change throughout the day.
Are all online products available in store?
No. Store availability varies by location, and not every size, colour or style is stocked in every store.
To check availability, select your size on the product page and choose Find in Store.
What if my size is sold out online?
If your preferred size is unavailable, select Notify me when back in stock on the product page and enter your email address.
We'll email you as soon as the item becomes available to purchase online.
What does 'Coming Soon' mean?
If an item is marked Coming Soon, you can select Notify me when available on the product page and enter your email address.
We'll let you know as soon as the item becomes available to purchase.
Back To FAQ
Forever You Rewards
What is Forever You Rewards?
Forever You Rewards is our free loyalty program, designed to reward you every time you shop.
Members enjoy exclusive benefits including Birthday Rewards, Spend and Earn rewards, Choose Your Sale Day, member offers, exclusive events and early access to selected promotions.
How do I join Forever You Rewards?
Joining is free and easy.
If you're creating a new Forever New account online, simply select Sign Up, enter your details and subscribe to the Forever New mailing list to become a member.
You can also join in store by providing your name, email address, mobile number and date of birth to one of our team members. We'll send you an email to complete your account registration online.
To receive your Birthday Reward, you'll need to provide your date of birth when you join.
I already have a Forever New account. Do I need to join?
No. If you already have a Forever New account, you're automatically enrolled in Forever You Rewards.
Simply log in to your account to view your rewards and loyalty benefits.
To receive loyalty offers and updates, make sure you're subscribed to our marketing communications.
What are the benefits of Forever You Rewards?
Forever You Rewards members can enjoy:
- $25 Birthday Reward on eligible purchases.
- Spend and Earn rewards.
- Choose Your Sale Day reward.
Benefits are subject to the Forever You Rewards Terms and Conditions.
How do I earn rewards?
You'll automatically earn eligible spend whenever you shop online while logged into your account or provide your email address or mobile number when shopping in store.
Eligible purchases contribute towards:
- Spend and Earn - Receive a $50 reward for every $500 spent on eligible merchandise.
- Choose Your Sale Day - Unlock a 20% off reward after spending $200 on eligible merchandise during your loyalty year.
- Birthday Reward - Receive a $25 birthday reward each year when you've provided your date of birth.
Gift cards, purchases made after discounts, department store purchases, third-party retailers and overseas purchases are excluded where
applicable.
What is Spend and Earn?
Spend and Earn rewards you with a $50 reward every time you spend $500 on eligible merchandise during your loyalty year.
You earn one point for every $1 of eligible spend.
Rewards are valid for 90 days and can be redeemed on full-price merchandise only.
Rewards are single use and must be redeemed in one transaction.
Unused value cannot be carried forward and rewards cannot be used with sale items, promotional offers or other loyalty vouchers.
What is Choose Your Sale Day?
Choose Your Sale Day gives eligible members 20% off full-price merchandise in one transaction on a day of their choice.
You'll automatically receive this reward after spending $200 on eligible merchandise during your current loyalty year.
The reward is loaded directly to your loyalty account and can be redeemed online or in store.
How do I view my rewards and Spend and Earn balance?
Log in to your Forever New account and navigate to My Loyalty.
From here you can view:
- Your Spend and Earn progress.
- Available rewards.
- Reward expiry dates.
- Other Forever You Rewards benefits.
How long does it take for my Spend and Earn balance to update?
Your eligible spend should appear in your account within 72 hours of your purchase.
Once you've reached the required spend threshold, your reward is usually issued within 24 hours.
Returns may delay your Spend and Earn balance updating.
If your purchase hasn't appeared after 72 hours, please contact our Customer Service team.
Where can I redeem my rewards?
Eligible purchases made:
- Online at forevernew.com.au.
- At Forever New standalone stores in Australia.
Remember to log into your account online or provide your email address or mobile number when shopping in store.
Purchases made at department stores, third-party retailers or Forever New stores outside Australia are not eligible.
How do I redeem my rewards?
When shopping online, select your available reward from the Redeem
Forever You Rewards section during checkout.
When shopping in store, provide the email address or mobile number linked to your account and our team will apply your available reward.
What happens if I return an item purchased using a reward?
If you return an item purchased using a Forever You Reward due to a change of mind, the reward used for that purchase will be forfeited.
Where an item is returned because it is faulty or where required by Australian Consumer Law, your rights remain unaffected.
Why am I not receiving Forever You Rewards emails or SMS?
Check your communication preferences by logging into your account and selecting My Preferences.
Make sure you're subscribed to General and SMS communications to receive loyalty offers, new arrivals and member updates.
If you're still experiencing issues, please contact our Customer Service team.
How do I cancel my Forever You Rewards membership?
You can cancel your membership and request your account be deleted at any time by contacting our Customer Service team.
If you only wish to stop receiving marketing communications, you can update your preferences online through My Preferences.
Please allow up to five days for your request to be processed.
Back To FAQ
Payment Options and Gift Cards
What payment methods do you accept?
All prices on our Australian website are displayed in Australian dollars (AUD).
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Afterpay
- Zip Pay
- Forever New gift cards
- Forever New exchange cards
Your payment will be processed once it has passed our security and fraud screening checks. Transactions will appear as Forever New on your bank statement.
Is it safe to shop online?
Yes. We use Secure Socket Layer (SSL) encryption to help protect your personal and payment information during checkout.
All pages where payment or personal information is entered are secured using encrypted technology to help keep your information safe.
How do I apply a promotional code?
At the Payment stage of checkout, enter your promotional code into the field provided and select Apply.
If your code is valid, the discount will be applied automatically and your order total will update.
Why wasn't my payment accepted?
Payments may be declined for a number of reasons.
Before contacting our Customer Service team, please check that:
- Your card or gift card number has been entered correctly.
- Your expiry date and security code are correct.
- You have sufficient available funds.
- Your selected payment method is supported.
If you're still experiencing issues, try another payment method or contact our Customer Service team.
Can I combine payment methods?
You cannot split payment across multiple payment methods for a single order.
The exception is Forever New gift cards and exchange cards, which can be used together with another accepted payment method if required.
What Buy Now, Pay Later options do you offer?
We currently offer Afterpay and Zip Pay at checkout.
Afterpay
Afterpay allows eligible customers to shop now and pay in instalments.
If you're new to Afterpay, simply select it during checkout and follow the prompts to complete your purchase. Your Afterpay account will be
created once your first order has been approved.
Please note:
- Forever New gift cards cannot be purchased using Afterpay.
- Afterpay cannot be combined with another payment method, except when using a Forever New gift card or exchange card.
For more information about your account, repayments or
eligibility, please visit the Afterpay Website
Zip Pay
Zip Pay allows eligible customers to shop now and pay over time.
Simply select Zip Pay at checkout and follow the prompts to complete your purchase.
Eligibility and account limits are determined by Zip. For more information, please visit the Zip website.
Does Forever New sell gift cards?
Yes. We offer both digital and physical gift cards.
E-Gift Cards
E-gift cards are available online in the following values:
- $20
- $30
- $50
- $75
- $100
- $150
- $200
E-gift cards are delivered by email and can be redeemed online or at Forever New stores within Australia.
Physical Gift Cards
Physical gift cards are available to purchase at Forever New stores in Australia in values from $10 to $1,000.
Australian physical gift cards can also be redeemed online.
Gift cards are excluded from promotional offers and cannot be purchased at a discounted price.
How do I redeem a gift card or exchange card online?
At the Payment stage of checkout, select Gift Card.
Enter your card number and select Redeem. Any available balance will automatically be applied to your order.
Can I use my gift card online and in store?
Yes. Australian Forever New gift cards and exchange cards can be redeemed online at forevernew.com.au and at Forever New stores within Australia.
They cannot be redeemed at department stores or third-party retailers.
How do I check my gift card balance?
You can check your gift card or exchange card balance from your Account page or the Gift Card page.
How long is my gift card valid?
Gift cards and exchange cards are valid for three years from the date they are activated.
Once a card has expired, it cannot be extended or reactivated.
What are the Gift Card Terms and Conditions?
Forever New gift cards can be redeemed on merchandise at
Forever New stores in Australia and online at forevernew.com.au.
Gift cards:
- Are valid for three years from the activation date.
- May take up to 24 hours to activate after purchase.
- Cannot be redeemed for cash or reloaded.
- Cannot be used to purchase another gift card.
- Are not accepted at department stores or third-party retailers.
- Should be treated like cash, as lost, stolen or damaged cards cannot be replaced.
For complete details, please refer to our Gift Card Terms & Conditions.
Back To FAQ
Feedback and General Enquiries
Media Enquires
For all media enquiries, please contact marketing@forevernew.com.au.
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 any payment issues you are experiencing, please contact our Customer Service Team
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.
We encourage you to share your experience about your recent store visit. Please click here to share your feedback for your chance to win a $50 voucher.
Alternatively you can contact our Customer Service Team directly regarding your experience.
Common Questions
How do I track my order?
Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number.
You can track your parcel through the Australia Post website or AusPost app.
If you have a Forever New account, you can also view your tracking details and order status under My Orders.
If you checked out using Shop Pay, you may also be able to view and track your order through your Shop account.
How do I return an online order?
Online purchases can be returned by post or at a Forever New store in Australia, excluding department store concession locations.
A standard AU$7.99 return postage fee applies to postal returns, unless the return is due to a faulty item or delivery error. Postal returns can be organised through the Returns Portal.
When will I receive my refund?
Postal returns generally take 3–7 business days to reach the warehouse.
Once received, eligible refunds are processed within 7 business days. After processing, it may take another 3–5 business days for the funds to appear in your account, depending on your financial institution.
Can I change or cancel my order after placing it?
Once an order has been placed and payment confirmed, it cannot be changed or cancelled.
For Click & Collect orders, you can contact Customer Service to request a cancellation, but this cannot be guaranteed. Eligible items can be returned once received.
What is Click & Collect?
Click & Collect is a free service that lets you shop online and collect your order from a selected Forever New store.
Orders are generally prepared within 1–3 business days, and you’ll receive an email when yours is ready. Orders must be collected within 10 days of the Ready to Collect notification.
What should I do if my order hasn’t arrived?
Start by checking your tracking through Australia Post, the AusPost app or your MyPost account.
If your parcel is marked as delivered, check the delivery details and any safe-drop locations around your property.
If tracking hasn’t updated or the parcel is outside its estimated delivery timeframe, contact Customer Service so the team can investigate with Australia Post.
Live Chat
Monday - Saturday
9am - 5pm AEST
Visit Us