Still waiting on a

Forever New

refund?

Forever New refund eligibility depends on whether your item is full price, sale, faulty, or in a hygiene-excluded category.

Full-price items (change of mind)

You’re generally eligible for a refund or exchange if:

• Returned within 14 days of purchase or delivery (with proof of purchase)
• Item is unworn, in original saleable condition, with tags/labels/packaging attached
• Refunds are issued back to the original payment method

Sale items

• Change of mind: sale items can’t be returned for a cash refund. Instead, they can usually be exchanged for a gift card or another item.
• Faulty sale items: can be eligible for a refund if the item is faulty.

Hygiene exclusions (change of mind)

No exchanges/refunds for change of mind on categories such as:

• Bodysuits
• Cosmetics/fragrance
• Hosiery
• Pierced jewellery
• Swimwear
• Underwear-related items

Faulty / not as described (plus ACL rights)

If an item is faulty or not as described, it can be returned within a reasonable period for a refund or exchange, in addition to your Australian Consumer Law rights.

1) Choose your return pathway (online vs in-store)

For online purchases, you can typically:

• Return by post to the warehouse, or
• Return in-store (excluding department store concessions)

2) If returning online (use the portal)

Use the Forever New online returns portal process:

• Log in (or use guest checkout details: order number + email)
• Select “Return Items”
• Accept the rules and follow the prompts to generate and finalise your return label
• Pay for the return label during the process (fee below)

3) Pay for the return postage label (change of mind)

• Standard return postage for online returns is $7.99, paid by the customer
• This is typically refunded only for defect or delivery error cases (per policy)

4) Get your label (then post + track it)

• Shipping label is emailed within 24 hours after completing the portal and paying
• Returns typically take 3–7 business days to reach the warehouse
• Track using the label tracking number and keep proof of lodgement

5) If returning in-store

• Bring proof of purchase
• Ensure the item meets the 14-day and condition rules
• Refunds typically go back to the original payment method (with special handling for PayPal outlined below)

Forever New provides a clear end-to-end timeline for online returns:

• Return travel time to warehouse: typically 3–7 business days
• Processing after receipt: processed within 7 business days
• Bank posting after processing: funds appear within 3–5 business days

Practical expectation: roughly 13–19 business days from when you post it, depending on delivery speed and bank timing.

If you haven’t received an update within 14 business days of posting, Forever New advises contacting customer service.

• Refunds generally go back to the original payment method.
• In-store PayPal: if PayPal was the original method, Forever New states the refund is credited to a credit card of your choice, and the cardholder must be present.
• Refunds to an e-gift card can occur in specific cases (where store credit is issued).
• No cash refunds, and gift cards can’t be exchanged/refunded.

Afterpay: refunds via Afterpay are processed and communicated through Afterpay and may take 1–8 business days (timing varies by Afterpay processing).

Missing the 14-day change-of-mind window

Tip: If you’re shopping for an event, set a 7-day try-on deadline reminder and keep tags on until you’re sure.

Expecting a cash refund on sale items

Tip: Assume sale items = exchange or gift card for change of mind (unless the item is faulty).

Surprise return postage cost

Tip: Budget $7.99 for mail returns and keep your tracking number. If the return is due to defect/delivery error, ask about reimbursement per policy.

Refund lag even after “received” confirmation

Tip: If you’ve hit the stated window, reply to the confirmation email with your tracking number and ask for written confirmation the refund has been processed.