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Returns

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Forever New Online Returns Policy

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

If you wish to return any item(s) you have purchased, you can either return the item(s) via post to our online store or in person to a Forever New store within Australia (only) within 14 days from the date of delivery. Return postage costs will be at your expense, unless the item(s) returned is faulty or not as ordered. In this instance, postage will be incurred by Forever New. Please contact customer service to organise pre-paid postage.

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. 

Store purchases can not be returned or refunded online.

Returns Policy Conditions

At Forever New we want to ensure you love the items you purchase. If you have changed your mind on a purchase we will exchange your item, provide an exchange card or refund your original method of payment provided that: 

  • You return the item within 14 days (inclusive) from the tracked date of delivery
  • 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
  • A returns form is completed and accompanies your returning item(s)


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

We regret that we are unable to accept the exchange or 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 

Items on ‘Sale’ will only be exchanged (not refunded) for change of mind except where the item is faulty or defective.   

Ever New labelled items purchased from the Forever New Website under the Sale category cannot be exchanged instore and must be returned back to our online returns address. 

Any items returned as part of a Spend and Save promotion will be refunded or exchanged at the paid discounted price or as the percentage price calculated by Forever new, not the original full price.

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

Instore Exchanges and Refunds

Online purchases made from our New Zealand website can not be returned or refunded to New Zealand stores.

Online Refunds and Exchanges

Online Exchanges

If you would like to exchange an item(s) for an alternative item(s), please fill out the online Return Request form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Forever New receipt to the online returns address listed at the bottom of this page.

Exchanges can only be exchanged for the same value of the purchase price of the item being returned. Your items that you wish to return need to be sent back to our online returns address with enclosed returns and tax invoice (receipt).  Return postage costs will be at your expense.

If the alternative size or colour is no longer available, provided all the Returns Policy Conditions are met, a refund will be provided to you crediting your original method of payment.

Online Refunds

To obtain a refund please fill out the online Return Request form that is located within My Account under ‘My Orders’ prior to sending the item(s) back.

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Forever New receipt to the online returns address listed at the bottom of this page.

A refund will be provided to you crediting your original method of payment, providing all the Returns Policy Conditions are met and our warehouse has received the original item that is being returned. Cash refunds will not be provided under any circumstances.

Completing a Returns Request Form Online

If you checked out as a guest, simply print off the Returns Request Form here, fill it out and post it back along with your item and Forever New receipt to the online returns address listed at the bottom of this page.

  • Log into your Forever New ‘My Account’ and go to “My Orders’.
  • 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.
  • Fill out the required fields and read the Returns Policy to ensure you have a firm understanding of the terms and conditions.
  • 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.
  • 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.

If you purchased your item(s) as a guest within our checkout process or received your item(s) as a gift, 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.

Before sending, please ensure all details on this form are correct. You will also need to write the returns number on the outside of the parcel. You will be notified by email the status of your exchange or refund.

Online Returns Requests can only be completed on the desktop site not the mobile site. 


View the Forever New Returns Request form

 

Online Returns Address

Please send all returns to:

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


Updated March 2016