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 (online purchases only) or in person to a Forever New store within Australia (only) within 14 days from the date of delivery. Original postage costs will not be reimbursed, nor will return postage costs, unless the item(s) are faulty or not as ordered. In this instance, postage will be incurred by Forever New. Please contact customer service to organise prepaid postage.
Sale items cannot be refunded for change of mind, except where the item is faulty or defective.
Please note, if your order was placed before 30 October 2018 on our old website, you will need to click here for further instructions on how to return your item(s).
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 cannot 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 a gift card or refund your original method of payment (full price items only) 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 and any sewn labels still attached
- In an unworn, unopened and unused state - 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
If you placed an online order using Afterpay as your payment method, the order must be returned to our online warehouse and cannot be returned in-store. Please note this is only temporary until we launch Afterpay in-store by mid-March 2019.
Ever New labelled items purchased from the Forever New Website under the Outlet category cannot be exchanged instore and must be returned to our online returns address.
Ever New is the trading name of the brand in selected international locations. As a related company of Forever New Clothing Pty Ltd, selected product available on Forever New website in the Outlet category may feature Ever New branded labels. Our signature style, quality and overall fit remains consistent across both brand names.
SPEND AND SAVE
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
Gift cards cannot be exchanged or refunded. Please note that any gift cards purchased in or delivered to an address in NSW from 31 March 2018, or in SA from 10 December 2018 will expire three years after the date of activation. All other gift cards will expire 12 months after the activation date.
THE ICONIC
Forever New items purchased on The Iconic website cannot be returned to a Forever New store or to the Forever New online returns address, items must be returned as per The Iconic's returns policy.
INTERNATIONAL RETURNS
Forever New items purchased on Borderfree via our international website cannot be returned to Forever New stores. Please contact our customer service team who will advise you on the action required for returns.
CATCH
All items purchased on Forever New Catch are final sale unless they are received faulty or do not match the sample or description shown.
Should you receive a faulty item or an incorrect item, please contact our customer service team via your Catch Account. We will instruct you on how to return the item, organise prepaid postage and the next steps in receiving a refund for your purchase.
Forever New items purchased on Catch cannot be returned to a Forever New store, any other website or department store.
We encourage you to securely pack and return your parcel with paperwork via registered or traceable postal services as returns are at the risk and responsibility of the purchaser until received by Forever New. All refunds will be processed using your original payment method.
Unfortunately, we do not offer exchanges or refunds for change of mind purchases.