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Had an issue with Forever New? Get a real response.
How to submit a complaint with Forever New
If you’re searching for Forever New complaints or Forever New customer service, you’ll usually get the quickest outcome by choosing the right category in the official request form, and having your order and returns details ready before you submit.
Gather what you’ll need first
- Order number + proof of purchase (receipt/e-receipt/tax invoice)
- Photos if the item is faulty or damaged
- Return label tracking (Forever New recommends tracking your parcel back to their warehouse using the tracking number on the returns label)
The official request form:
Use “Submit a request” and select Complaints as the enquiry type:
Phone for urgent issues
- Call within Australia: 1300 720 687 (Mon–Fri 9am–5pm AEST)
- Email: customerservice@forevernew.com.au (useful for missing item queries and attaching evidence)
Live chat for quick clarifications
Forever New notes you can chat with a live chat specialist via their website (good for fast “what do I do next?” checks).
In-store service complaints
For a compliment or complaint about in-store service, use the dedicated feedback pathway:
Returns-related complaints
If your issue is a return, start from the returns page so your complaint matches their process and timeframes:
Forever New’s help centre is clear on support expectations and return/refund timelines, which makes it easier to know when a follow-up is reasonable.
Support response expectations
Forever New states that if you contact them using their Contact Us page, you should receive a response within 24 hours:
Key return rules that affect complaint outcomes:
Forever New's returns policy states:
- Full-price change-of-mind returns can be returned in-store for a refund or exchange within 14 days (unworn, saleable condition, tags/packaging, proof of purchase).
- Sale items are generally not refunded back to the original payment method for change-of-mind; they can be returned for gift card or exchange (faulty items are the exception).
- Returns Policy details
Online returns and refund timing (useful for delays)
Forever New explains that online returns typically:
- Take 3–7 business days to reach the warehouse
- Are processed within 7 business days once received (with a confirmation email)
- Then take an additional 3–5 business days for funds to appear in your bank account
- Refund guidance
Faulty items and consumer law
Forever New states faulty items (or items not matching sample/description) can be returned within a reasonable period, in addition to rights under Australian Consumer Law.
Common complaints against Forever New
Across review platforms, common complaints tend to fall into a few recurring patterns:
- Refund and return frustration: timing, tracking, postage costs, and eligibility confusion (especially around sale items).
- Delivery delays and low update frequency: long waits for dispatch updates or unclear timeframes.
- Quality concerns: complaints about durability or items feeling “not fit for purpose,” with disagreements over remedies.
- Sale vs full-price rights confusion: shoppers sometimes only realise later that sale change-of-mind returns aren’t refunded to the original payment method.
Forever New complaints submitted through Ajust
How other consumers Forever New complaints got resolved
A return/refund delay of around a month led the customer to escalate through their bank while continuing to pursue the retailer directly, supported by proof of return.
A delivery delay meant an occasion item arrived after the event date, but the return was processed quickly once it was finally received.
A fault/quality complaint resulted in a partial remedy or a decline on “not manufacturing” grounds, where outcomes improved when customers provided photos, proof of purchase, and framed the issue as acceptable quality under consumer guarantees.
If you’re not getting traction, escalation works best when your complaint is routed correctly:
1) Use the right category in the request form
For online orders/returns/refunds, submit via the official request form and choose the most relevant enquiry type (Online Orders, Returns and Exchanges, or Complaints):
2) Escalate using the stated refund window
If your return has exceeded the combined timeframe (3–7 business days transit + 7 business days processing + 3–5 business days bank), include your tracking proof and the dates in your follow-up.
3) In-store service problems: use the store feedback pathway
Include store/location, date/time, and staff name if possible:
4) Escalate in writing to the corporate address
If you’re still stuck, send a concise written complaint with your timeline, evidence, requested outcome, and a reasonable response deadline (e.g., 10 business days).
Corporate details shown on the request page: Forever New Clothing Pty Ltd (ABN 11 118 100 100), Botanicca Corporate Park, Building 8 Level 1, 584 Swan Street, Burnley VIC 3121, Australia.
Escalate externally when you’ve tried to resolve it directly (with records) and you’re outside reasonable timeframes, or the business refuses a remedy you believe you’re entitled to under consumer guarantees.
Helpful official guidance:
- Remedy options: Repair, replace, refund, cancel
- How to approach the business first: Contacting a business to fix a problem
- Where to go for consumer help (state/territory agencies): Where to go for consumer help
Examples by state:
- Complaint / request form: Submit a request
- Customer Care (hours + response expectations): Customer Care
- Returns landing page: Returns
- Returns policy (includes faulty-item note + ACL): What is Forever New’s Returns Policy?
- Online returns steps: How do I return or exchange an item purchased online?
- Refund timing: When will I receive my refund?
- Return received tracking guidance: How do I know if you’ve received my return?
- Sale item return rule: Can I return sale items?
- Missing item help: Missing item from my order
- In-store service feedback: Store complaint/feedback and Forever New feedback site
Forever New Complaints FAQs
You’ve done your part, now it’s time to hold Forever New accountable.
Take the final step and submit a complaint that gets seen and responded to.