If you wish to return any item(s) you have purchased, you can either return the item(s) via post to our online store (online purchases only) or return the item in any of our Forever New Stores. (excluding Department Store Concession locations)
Please note, your item(s) must meet our Returns Policy Conditions to be eligible for a refund or exchange.
A standard return postage fee of $7.99 applies and is the customer’s responsibility, except where the return is due to a product defect or delivery error. In these cases, the postage cost will be refunded once the return has been processed.
HOW TO INITIATE AN ONLINE RETURN REQUEST
- Go to our Returns Portal.
- Sign in to your account:
- If you have a Forever New account, enter your email address and password under “Existing customers”, then select “LOG IN”.
- If you checked out as a guest, enter your email address and order number under “Don’t have an account?”, then select “LOG IN”.
When signed in to your Forever New account, your order history can also be accessed via My Account > My Orders. If you checked out as a guest but are currently signed into an account, please log out to continue in the Returns Portal.
- Locate the order you wish to return and select “RETURN ITEMS”. Please note, orders over 14 days old cannot be returned and will not appear on this page.
- Accept the Rules of Returns.
- Select the item(s) you wish to return, complete the form provided, and under Return/Exchange, select “Refund” as your return method (eligibility for the method of return will be in accordance with our Returns Policy), then select “CONTINUE”.
- Review your return details to ensure all information is correct, then select “CONTINUE”.
- Select “CONFIRM AND PAY” to purchase your returns postage label and finalise your return. Payment can be made using PayPal or a credit/debit card.
- Once submitted, you will receive a confirmation email with your pre-paid returns postage label.
- You will be notified by email once your return has been received. You can track your return using the tracking number provided above the barcode on your returns label.
Our Customer Service Team can be contacted Monday – Friday, 9am – 5pm (AEST).