Frequently Asked Questions: United Kingdom

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Delivery and 
Tracking
What delivery options are available?

We offer the following delivery options within the UK via Royal Mail:

  • Express Delivery: 1-2 business days
  • Standard Delivery: 2-3 business days

Please allow up to 48 hours for your order to be processed before dispatch.

Delivery times may be longer during sale periods and other busy times.
How do I track my order?

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number.

You can track your parcel on the Royal Mail website using the tracking number provided.
Why haven't I received my order?

If your order hasn't arrived within the estimated delivery timeframe, first check your tracking information using the link in your shipping confirmation email.

If you can't locate your tracking number or your parcel appears delayed, please contact our Customer Service team.
Can I change my delivery address after placing an order?

Once your order has been placed, we're unable to change the delivery address as we begin processing orders as quickly as possible.
Does my order require a signature?

No. A signature is not required for delivery.
Can I have my order delivered to my work address?

Yes. You can have your order delivered to your workplace or another address of your choice.

Please ensure the delivery address is correct and that someone is available to receive your parcel if required.
What happens if my order can't be delivered?

If your parcel cannot be delivered and is returned to our warehouse, we'll process a refund in line with our Returns Policy.
What days do you deliver?

Orders are delivered on business days only.

We do not deliver on weekends or UK public holidays.

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Returns and Exchanges
What is your Return Policy?

If you've changed your mind, you can return eligible items within 30 days of the tracked delivery date for a refund.

To be eligible, items must:

  • Be unworn and unused.
  • Be in their original saleable condition.
  • Have all original tags and sewn labels attached.

For hygiene reasons, we can't accept change-of-mind returns
for:

  • Bodysuits
  • Hair accessories and headwear
  • Hosiery
  • Pierced jewellery
  • Swimwear
  • Underwear andundergarments

For full details, including return eligibility, exclusions and your statutory rights, read our full Returns Policy here.

This policy is in addition to your statutory consumer rights.
How do I return an online order?

A prepaid returns label is included with your order.

To return your parcel:

  1. Pack your item securely.
  2. Attach the prepaid returns label to your parcel.
  3. Remove or cover any previous shipping labels.
  4. Lodge your parcel at your local Post Office.

Please ensure your return meets the conditions of our Returns Policy before sending it.
Do I have to pay for my return?

Yes. A return fee of £2.99 applies when returning an online purchase by post and will be deducted from your final refund.

Can I exchange an item?

No. We don't currently offer exchanges.

If you'd like a different size, colour or style, simply return your original item for a refund and place a new order.
What if my item is faulty or incorrect?

If you've received a faulty, damaged or incorrect item, please select the appropriate return reason when lodging your return.

If you need further assistance, please contact our Customer Service team.
How long does a refund take?

Once your return has been received and inspected, refunds are processed to your original payment method.

Please allow 7-10 business days for the refund to appear in your account, depending on your financial institution.
Can I return items purchased outside the UK or from another retailer?

No.

Items purchased outside the UK or from another retailer, department store or concession cannot be returned through Forever New UK.

Please contact the original retailer for their returns policy.
What are my statutory cancellation rights?

Customers in the UK have statutory rights to cancel eligible online orders within the applicable legal timeframes.

For more information, please refer to Right to Cancel Orders: UK and EU Customers.

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Orders & Product Issues
Can I change or cancel my order?

Once your order has been placed and payment has been confirmed, it cannot be changed or cancelled.

If you no longer want your order, you can return eligible items once they have been delivered by following our Online Returns Process.

Please refer to our Returns Policy for full eligibility requirements and conditions.
What should I do if an item is missing from my order?

If an item is missing from your order, please contact our Customer Service team as soon as possible.

To help us investigate, please include your order number and details of the missing item. Our team aims to respond within 24 hours.
What should I do if I've received an incorrect, damaged or faulty item?

If you've received the wrong item or your order arrives damaged or faulty, please refer to our Returns Policy for instructions
on returning the item. If you need further assistance, please contact our Customer Service team.

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Payment Options
What payment methods do you accept?

All prices on our UK website are displayed in Pound Sterling
(GBP).

We accept:

  • Visa
  • Mastercard
  • Paypal
  • American Express
  • Klarna
  • Shop Pay
  • Maestro
  • Discover
  • Diners Club

Your payment will be processed once it has passed our security and fraud checks. Transactions will appear as Forever New on your bank statement.
Is it safe to shop online?

Yes. We use Secure Socket Layer (SSL) encryption to help protect your personal and payment information during checkout.

All pages where payment or personal information is entered are secured using encrypted technology to help keep your information safe.
Why wasn't my payment accepted?

Payments may be declined for several reasons.

Before contacting our Customer Service team, please check that:

  • Your card number has been entered correctly.
  • Your expiry date and security code are correct.
  • You have sufficient available funds.
  • Your card is valid and supported.

If you're still experiencing issues, try an alternative payment method or contact our Customer Service team.
Is VAT included in the price?

Yes. All prices displayed on the Forever New UK website include VAT where applicable.

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Feedback and General Enquiries
WHERE ARE FOREVER NEW CLOTHES DESIGNED?

Forever New is an Australian fashion brand, with collections thoughtfully designed in Melbourne. Our in-house team creates feminine, contemporary pieces with careful consideration given to fabric, fit, colour and finishing.
WHAT IS forEVER NEW KNOWN FOR?

Forever New is known for feminine, polished fashion designed for every part of your wardrobe. Our collections span workwear, casual and weekend styles, evening looks and dresses for special occasions.
HOW SHOULD I CARE FOR MY FOREVER NEW CLOTHING?

Each Forever New garment includes specific care instructions based on its fabric and construction. Following the care label will help keep your pieces looking their best. For further guidance, you can also refer to our Wash & Care Guide.
WHAT QUALITY CAN I EXPECT FROM FOREVER NEW GARMENTS?

At Forever New, quality is an important part of everything we create. Our garments are thoughtfully designed in Melbourne, with careful consideration given to fabric, fit, construction and finishing.

We’re committed to creating beautifully made pieces designed to look and feel their best, and to be enjoyed beyond the season.
Customer Service

Our customer service team is available to assist you with any enquiries you may have. 

They are contactable Monday - Friday 9am - 5.30pm BST via phone or email.  

Phone: +44 808 164 8633

Email: customer.service@forevernew.co.uk

Our team endeavors to respond to your queries within 24 hours.
Media Enquiries

For any media enquiries, please contact marketing@forevernew.com.au

Common Questions

What delivery options are available?

We offer the following delivery options within the UK via Royal Mail:

  • Express Delivery: 1-2 business days
  • Standard Delivery: 2-3 business days

Please allow up to 48 hours for your order to be processed before dispatch.

Delivery times may be longer during sale periods and other busy times.
How do I track my order?

Once your order has been dispatched, you'll receive a shipping confirmation email with your Royal Mail tracking number.

You can track your parcel at any time using the tracking link provided in your email.
What is your Returns Policy?

You can return eligible items within 30 days of the tracked delivery date for a refund.

Read our Online Return Policy here.

Items must be:

  • Unworn and unused.
  • In their original saleable condition.
  • Have all original tags and sewn labels attached.

This policy is in addition to your statutory consumer rights.
Can I exchange an item?

No. We don't currently offer exchanges.

If you'd like a different size, colour or style, simply return your original item for a refund and place a new order.
Can I change or cancel my order?

Once your order has been placed and payment has been confirmed, it can't be changed or cancelled as we begin processing orders immediately.

If you no longer want your order, you can return eligible items after delivery in accordance with our Returns Policy.
What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • PayPal
  • Klarna
  • American Express
  • Maestro
  • Discover
  • Diners Club

All prices on the Forever New UK website are displayed in Pound Sterling (GBP) and include VAT where applicable.