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Frequently Asked Questions: New Zealand

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Delivery and  Tracking

We offer standard delivery within New Zealand using NZ Post.

Standard delivery is free on orders over NZ$100 per transaction.

All prices displayed on our New Zealand website are in New Zealand dollars (NZD) and will be charged in NZD at checkout.

Orders are delivered on business days only. Deliveries are not made on weekends or public holidays.

Estimated delivery time frames begin on the business day after your order has been dispatched.

Delivery estimates are based on orders being dispatched from our warehouse. Orders dispatched 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.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

Use the tracking link in your email to follow your delivery.

Please check your delivery address carefully before completing your order.

Once an order has been placed, we are unable to change the delivery address.

After your tracking number has been issued, NZ Post may be able to redirect your parcel. Please contact NZ Post directly to request a redirection. Redirection is not guaranteed.

Yes. A signature is required when your order is delivered.

We recommend choosing an address where someone will be available to receive the parcel.

If no one is available, NZ Post may leave instructions for collection or provide a redelivery option. Please visit the NZ Post website for further information.

Yes. Orders can be delivered to a residential or workplace address.

When entering a workplace address, include the company name and ensure someone will be available to receive and sign for the parcel during business hours.

Once your order has been placed and payment has been confirmed, it cannot be changed.

You may contact our Customer Service team to request a cancellation, although cancellation cannot be guaranteed once your order is being prepared.

Once your order has been delivered, eligible items can be returned by following our Online Returns Process. Please refer to our Returns Policy for full conditions.

Click & Collect is a free service that allows you to shop online and collect your order from a selected Forever New store in New Zealand.

Your order is reserved and paid for online before being prepared for collection.

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 your Ready to Collect notification.

Click & Collect may be temporarily unavailable during busy sale or promotional periods. Product availability also varies between
stores.

Select Click & Collect as your delivery option at checkout.

Choose an available collection store and complete your payment to place the order.

You can also use the Find in Store feature on a product page to check availability at nearby stores before ordering.

Click & Collect is available at selected Forever New stores across New Zealand, subject to product availability.

Your preferred style, colour or size may not be available at your nearest store. In this case, you can select another available store or choose home delivery.

Please contact our Customer Service team if you require further assistance.

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.

We aim to prepare your order within one to three business days.

You will receive an email when your order is ready for collection. To receive an SMS notification, enter your mobile number during checkout.

We will contact you by email if there is an issue with your order.

Please do not visit the store until you have received your Ready to Collect notification.

Please present your Ready to Collect email and valid photo identification when collecting your order.

Yes. Another person may collect you order on your behalf.

They will need to present a copy of the Ready to Collect email and their own valid photo identification.

Your order must be collected within 10 days of receiving your 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.

Please contact our Customer Service team if you are unable to collect your order within the collection period.

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Returns and exchanges

We want you to love your purchase. If you change your mind, eligible items can be returned within 14 days of the tracked delivery date or in-store purchase date.

To qualify for a change-of-mind return, the item must:

Be accompanied by the original Forever New invoice or receipt.
Be unworn, unopened and unused.
Be in its original saleable condition.
Have all original tags and sewn labels attached.

A bank statement cannot be accepted as proof of purchase.

The benefits provided by our Returns Policy are in addition to your rights under the New Zealand Consumer Guarantees Act.

Which items cannot be returned for change of mind?

For hygiene reasons, we cannot accept change-of-mind returns or exchanges for:

Bodysuits.
Cosmetics and fragrances.
Hair accessories.
Hosiery.
Pierced jewellery.
Swimwear.
Underwear, undergarments and underwear accessories.

Gift cards cannot be returned or exchanged.

Items clearly identified as samples or seconds may contain imperfections. These items cannot be returned for change of mind or for faults
that were disclosed before purchase.

Yes. Eligible sale items may be exchanged or returned for a Forever New gift card when the return is due to change of mind.

Refunds to the original payment method are only available where the sale item is faulty, defective or otherwise covered by the New Zealand Consumer Guarantees Act.

All items must meet our Returns Policy conditions.

Eligible online purchases can be returned:

By post to our online returns centre.
At a Forever New store in New Zealand.

Return postage is the customer's responsibility unless the item is faulty, damaged, incorrect or not as ordered.

Original delivery charges are non-refundable unless required under our Returns Policy or New Zealand consumer law.

Store purchases cannot be returned through the online returns process.

Eligible online purchases may be exchanged for the same style in a different size, subject to availability.

Exchanges for a different colour or style cannot be processed as a direct exchange. You will need to return the original item and place a new order.

If the required size is unavailable, an eligible full-price item will be refunded to the original payment method.

Sale items may be exchanged or returned for a Forever New gift card.

Pack your return securely in a delivery satchel or box and remove or cover any old postage labels and barcodes.

Items must be unworn, unused and in their original saleable condition, with all tags and sewn labels attached, unless the return relates to a fault.

Attach your returns label securely and keep your tracking details until your return has been processed.

Use the tracking number provided by your postal carrier to follow the progress of your return.

Please keep your proof of postage until you have received confirmation that your return has been completed.

Contact our Customer Service team if your tracking shows that the parcel has been delivered but you have not received an update within the advised processing period.

Once your return has been received, it will be assessed against our Returns Policy conditions.

We will email you when your refund has been processed. Depending on your financial institution, funds may take several additional business days to appear in your account

When a return is approved for a gift card, the value will be issued as a Forever New gift card or e-gift card.

If an e-gift card is issued, you will receive a separate email containing the card details.

Yes. Eligible online purchases can be returned or exchanged at a Forever New store in New Zealand.

Please bring your tax invoice or order confirmation as proof of purchase.

Eligible full-price returns will be refunded to the original payment method. Change-of-mind sale returns may be exchanged or returned for a Forever New gift card.

Cash refunds are not available and original delivery charges are non-refundable unless the item is faulty, incorrect or otherwise covered under our Returns Policy.

Items purchased from a Forever New store in New Zealand must be returned to a Forever New store in New Zealand.

Store purchases cannot be returned by post or through the online returns process.

Please bring the original receipt and ensure the item meets our Returns Policy conditions.

Eligible refunds will be issued to the original payment method.

Use our Store Finder to locate your nearest store.

Items purchased from a department store, concession location or third-party retailer are subject to that retailer's returns policy.

These items cannot be returned to a Forever New standalone store or through our online returns process.

Please contact the original retailer directly for assistance.

Please contact our Customer Service team as soon as possible.

Provide your order number and details of the issue, including photographs where requested, so our team can assist you.

Reasonable return postage costs will be covered where an item is faulty, damaged, incorrect or not as ordered.

Your rights under the New Zealand Consumer Guarantees Act are not affected.

Items purchased as part of a Spend and Save or similar promotion will be refunded or exchanged at the discounted price paid.

Where a percentage discount was applied across multiple items, the return value will be calculated based on the promotional price allocated to the returned item.

The original full price will not be refunded.

Eligible items can be returned or exchanged within 14 days, provided they meet our Returns Policy conditions.

The available return option will depend on:

Whether the item was purchased online or in store.
Whether the item was full price or on sale.
Whether the preferred replacement size is available.

We do not offer price adjustments when an item is reduced after purchase.

If your full-price purchase is still within the returns period and meets our Returns Policy conditions, you may return it for a refund of the amount paid and place a new order at the current price.

Product availability cannot be guaranteed.

Gift returns can be completed at a Forever New store in New Zealand, provided the item meets our Returns Policy conditions.

Where the original proof of purchase is provided, an eligible refund may be returned to the original payment method. The original cardholder or payment card may be required.

Sale items may be exchanged or returned for a Forever New gift card.

Without proof of purchase, an exchange or gift card may be offered at our discretion. The value will be based on the item's current Forever New selling price.

Yes. Eligible Click & Collect purchases can be returned at a Forever New store in New Zealand or through the online returns process.

Returns are subject to our standard Returns Policy conditions.

Click & Collect orders cannot be changed after payment has been confirmed. You may contact our Customer Service team to request a cancellation, although this cannot be guaranteed once the order is being prepared.

Visit our Contact Us page for current contact information and service hours.

Please include your order number and relevant return details so our team can assist you promptly.

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Product and Stock Availability

Customers in New Zealand must place orders through the Forever New, New Zealand website.

Shopping on the New Zealand website provides access to local pricing, payment options, delivery services and returns information.

Many products are available across both the Australian and New Zealand websites. However, selected styles, colours and sizes may vary due to stock availability and seasonal relevance.

If your preferred size is sold out, select Notify Me When Back in Stock on the product page and enter your email address.

We’ll notify you if the item becomes available again.

Stock notifications do not reserve an item and availability cannot be guaranteed.

Products marked Coming Soon are not yet available to purchase.

Select Notify Me When Available on the product page and enter your email address to receive an update when the item launches.

Launch dates and availability may vary.

Visit the E-Gift Card page and complete the online purchase form.

A separate form must be completed for each e-gift card you wish to purchase. You will receive an individual confirmation email and invoice for each order.

The recipient will receive the e-gift card by email on the selected delivery date. Delivery times may vary throughout the day.

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Forever You Rewards

Forever You Rewards is our free loyalty program, designed to reward you every time you shop.

Members enjoy exclusive benefits including Spend and Earn rewards, a birthday reward, Choose Your Sale Day, member-only offers, exclusive event invitations and early access to selected collections.

Joining is free and easy.

Create an account online by selecting Sign Up on the Forever New, New Zealand website, or join in store with the help of one of our team members.

Provide your name, email address, mobile number and create a password. If you'd like to receive a birthday reward, simply add your date of birth and agree to receive marketing communications.

Remember to sign in when shopping online or provide your email address or mobile number in store so your purchases are linked to your
account.

No. Forever You Rewards is completely free to join.

Members receive:

Choose your sale day:

Enjoy the flexibility of 20% off full-price merchandise on a day that suits you. Once you've earned 200 loyalty points within your 12-month loyalty year (calculated each year from the date you joined the Forever New loyalty program), you'll receive a 20% off Choose Your Sale Day Reward to redeem online or in store.
Your reward will be automatically loaded to your Forever New loyalty account once you've spent $200 or more on eligible merchandise (excluding gift cards and after any discounts or savings have been applied). The reward is valid for one transaction only.

A $25 Birthday Reward each year when you have provided your date of birth.

Your Birthday Reward will be loaded to your Forever New loyalty account approximately one week before your birthday and can be redeemed online or in store on any full-price purchase of $100 or more.

A $50 Spend and Earn Reward for every $500 spent on eligible purchases within your 12-month membership period.

Make every purchase even more rewarding with one point for every $1 spent. Every time you reach 500 points within your loyalty year, you'll receive a $50 Forever New reward to redeem online or in store on full-price merchandise.
Your reward is valid for 90 days from the date it is issued.

Terms of use:

Ensure your purchase is linked to your Forever New loyalty account at the time of purchase so your eligible spend is recognised and your points are automatically credited.
Rewards are issued as a single-use discount voucher and must be redeemed in one transaction.
Rewards are valid on full-price merchandise only.
Rewards cannot be used in conjunction with sale items, other promotional offers, or loyalty vouchers.
Any unused balance remaining after redemption will not carry over and will be forfeited.
If a reward is redeemed on a purchase that is later returned due to a change of mind, the value of the reward will be forfeited. As rewards are single use, they cannot be reinstated or reissued following a change of mind return, in accordance with the Forever You Rewards Terms & Conditions.

Department store purchases, third-party retailers and
purchases made outside New Zealand are not eligible.

Eligible purchases are usually added to your Spend and Earn balance within 72 hours. Once you reach the required spend threshold, your reward is generally issued within 24 hours. Returns may delay your balance updating while your account is adjusted.

Your Spend and Earn balance is valid for 12 months from the date you join Forever You Rewards.

At the end of each membership year, your balance resets and a new earning period begins.

You can view your current balance, available rewards and expiry date by logging into your Forever New account.

If your balance appears as a negative amount, it is usually because you've returned an item after redeeming a reward.

This doesn't mean you owe anything - the negative balance will simply be applied towards your next Spend and Earn threshold.

Yes, if both Forever You Rewards accounts belong to you.

Please contact our Customer Service team for assistance.

Rewards and balances cannot be transferred between different people.

You may have unsubscribed from our marketing communications.

To update your preferences, log in to your account and manage your communication preferences.

If you're still experiencing issues, please contact our Customer Service team.

You can cancel your Forever You Rewards membership at any time by contacting our Customer Service team.

If you only wish to stop receiving marketing communications, you can update your communication preferences in your account instead.

Please allow up to five days for your request to be processed.

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Payments, Gifts and Promotions

All prices on our New Zealand website are displayed in New Zealand dollars (NZD).

We accept:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Shop Pay
Union Pay
Forever New gift cards

Afterpay is currently unavailable online in New Zealand but remains available for purchases made in Forever New stores.

Your payment will be processed once it has passed our security and fraud checks. Transactions will appear as Forever New on your bank statement.

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.

Payments may be declined for several 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.

If you're having technical difficulties with the website or experiencing payment issues during checkout, please contact our Customer Service team for assistance.

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.

Yes. We offer both digital and physical gift cards.

E-Gift Cards

Available to purchase online in values from NZ$20 to NZ$200.
Delivered by email to the recipient on the selected delivery date.
Each e-gift card must be purchased separately and will receive its own confirmation email and invoice.

Physical Gift Cards

Available to purchase in Forever New stores throughout New Zealand in values from NZ$10 to NZ$1,000.

Both digital and physical New Zealand gift cards can be redeemed online and at Forever New stores within New Zealand. Gift cards cannot be redeemed for cash and are excluded from promotional offers.

Forever New gift cards are valid for three years from the date of activation or purchase. They can be used to purchase merchandise online and in store throughout New Zealand but cannot be redeemed for cash, reloaded or used to purchase another gift card.

E-gift cards are non-refundable and cannot be exchanged, except where required by New Zealand consumer law. Lost, stolen or damaged gift cards cannot be replaced, so they should be treated like cash.

For complete details, please refer to our Gift Card Terms & Conditions.

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Feedback and General Enquiries

If you can't find what you're looking for, our Customer Care team is here to help.

Contact Form

Submit an enquiry through our Contact Us form and we'll respond within one business day.

Call Us

Australia: 1300 720 687
New Zealand: 0800 100 635
International: +61 3 5614 6000

Monday - Friday
9:00am - 5:00pm AEST
(Excluding public holidays)

We'd love to hear about your experience.

Whether you'd like to recognise a team member for outstanding service or share feedback about a recent store visit, we'd love to hear from you.

If your enquiry requires further assistance, our Customer Care team is also happy to help.

For all media enquiries, please contact marketing@forevernew.com.au.

Common Questions

Due to a recent system change, orders placed before 25th August 2026 will no longer appear in your account.

If your order is eligible for return under our returns policy, you can still return items purchased before this date through our Returns Portal.

Orders placed on or after 25th August 2026 will be visible in your account as usual.