We’re sorry. Due to the evolving COVID-19 outbreak and Government restrictions, we’re temporarily unable to process returns.
Please do not lodge a return during this time. Rest assured, you will be able to return online as soon as our retail stores and warehouse are back up and running. We have extended our returns policy for an extra 14 days after stores and warehouse re-open, for all purchases made on or after 10 March 2020.
There may be times when you 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 New Zealand Consumer Guarantees Act (CGA).
If you wish to return any item(s) you have purchased online, you can either return the item(s) via post to our online store or in person to a Forever New store within New Zealand (only).
Original postage costs will not be reimbursed unless the item(s) are faulty or not as ordered. In this instance, postage will be incurred by Forever New. Please contact our Customer Service Team to organise a reimbursement of the postage costs.
Store purchases cannot be returned or refunded online.
Sale items cannot be refunded for change of mind, except where the item is faulty or defective.
Click and Collect orders may be returned in-store or online.
Items can only be exchanged for the same style in a different size. If the alternative size is no longer available, provided all the Returns Policy Conditions below are met, a refund will be provided to you, crediting your original method of payment.
Items on sale will only be exchanged (not refunded) for change of mind, except where the item is faulty or defective. If you do not wish to exchange the item(s) for another size, we will issue you a gift voucher for the original purchase price.
If you wish to exchange your item, you can only exchange for a different size (if the stock is still available). Exchanges for different colours or styles can not be processed online.
We will at times sell items that are clearly identified as samples or seconds in-store and they may contain defects, cuts or other imperfections. Please choose carefully as there are no refunds or exchanges for change of mind or for faults identified prior to purchase.
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 or refund your original method of payment provided that:
- You return the item within 14 days (inclusive) from the tracked date of delivery/in-store purchase
- 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
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
- Hair accessories
- Earrings and jewellery
- Underwear and undergarments
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 cannot be exchanged or refunded and will expire 12 months from the purchase date.