Need to contact

Forever New

and make sure they reply?

Forever New’s support in Australia is built around quick self-service first, with clear ways to escalate if you need a person. The fastest starting point is the online Help Centre (FAQs), followed by a “Submit a request” form that routes you to the right team by enquiry type. If you need real-time help, you can use live chat from the Forever New website, and for urgent issues there are published phone numbers by location. Many customers also choose to resolve things in-store, especially for eligible returns/exchanges or quick product help.

Customer sentiment online is mixed overall, particularly around online orders and returns, but there are also consistent examples of helpful store staff and smooth refunds when the process is followed.

Customers most often report problems in a few repeat areas:

• Returns confusion (especially change-of-mind): frustration around the 14-day window, what counts as eligible condition, and how Forever New sale item returns work compared with full-price items.
• Delivery delays and uncertainty: people mention slow dispatch updates, late parcels, and needing delivery tracking clarity during sale or promotional periods.
• Refund timing anxiety: a common complaint is not knowing what to expect for Forever New's refund time, especially after posting an online return.
• Missing items or split shipments: some orders arrive in parts, which can look like something is missing.
• Online vs in-store gap: a frequent theme is that in-store help feels faster and more personal, while online fulfilment and response times feel slower. So if something is time-sensitive (like an event outfit), using chat or visiting a store early can help.

If you want the quickest path to resolution, use this sequence:

1. Start with the Help Centre (fastest for common questions)
   Use the Help Centre for delivery, tracking, returns/exchanges, payments, promo codes, and store queries:

• Forever New Help Centre

2. Submit a support request (best when you need investigation)
   For issues like online orders, returns, complaints, or anything that needs account/order checks, contact Forever New support via the request form and pick the closest enquiry type:

• Submit a request

3. Use live chat (real-time assistance)
   To chat with a specialist, start a chat from the main site:

• Forever New Australia website

4. Call for urgent issues (time-sensitive updates)
   If you need an immediate answer, the Forever New phone number options are:

• Australia: 1300 720 687
• International: +61 3 5614 6000
  Forever New lists support hours as Monday–Friday, 9am–5pm (AEST) and notes wait times can increase during peak trading.

5. Email for specific order issues
   For certain order/shipment questions, an order-support email is listed here: customerservice@forevernew.com.au
6. Prefer in-person help
   For eligible in-store returns/exchanges or quick assistance, find your nearest location:

• Store locator

Here are the Forever New policies customers most commonly need when resolving an issue:

Returns and refunds (change of mind)
The Forever New returns policy says full-price purchases can generally be returned for a refund or exchange within 14 days of purchase/delivery (conditions apply, including unworn saleable condition, tags/packaging, and proof of purchase). Refunds are issued back to the original payment method.

Sale items and exclusions
For change-of-mind returns, sale items are generally not refundable; instead, they may be eligible for an exchange (such as a gift card or another item), subject to policy conditions. Certain hygiene-related items are also excluded from change-of-mind returns.

Online returns steps and timelines
For Forever New online returns, the guidance is to log into your order and choose “Return Items.” After completion, a returns shipping label is emailed (noted as within 24 hours). Returns may take 3–7 business days to reach the warehouse, then refunds are processed within 7 business days, and can take an additional 3–5 business days to appear in your account.

Return postage costs
Original shipping and return postage are typically not reimbursed unless the item is faulty/defective or not as ordered, if that happens, customer service should assist.

Order changes and cancellations
Forever New states that once an order is placed and payment is confirmed, it generally can’t be changed or cancelled. If you no longer want it, you’re directed to return it after delivery.

If you’re trying to cancel for Click & Collect, the Help Centre notes cancellations may be requested by contacting customer service. If a Click & Collect order isn’t collected within 10 days, it will be cancelled and refunded to the original payment method.

Shipping and delivery basics
Standard delivery is free over AU$75 (or AU$9.99 under that threshold) with typical delivery of 3–7 business days from dispatch. Express is AU$14.99 with 1–4 business days from dispatch. Orders before 4pm AEST may dispatch same day (excluding weekends/public holidays), but delays can occur during sales/promotions.

Price adjustment (when an item goes on sale)
Instead of a broad price match, Forever New describes a price adjustment approach for certain full-priced items purchased in the last 14 days, subject to return conditions.

Gift cards
Gift cards expire 3 years from activation and are generally non-refundable and not redeemable for cash.