FAQs

How to Shop With Forever New Online

Shopping online with Forever New is as simple as:


Add items to your bag

  1. Ensure you are on the Forever New South African website. 
  2. Browse the categories across the top navigation bar which includes New In, Dresses, Clothing, Bags & Accessories, Shoes and Trends.
  3. Once you have found an item to purchase, select your preferred colour, size (if applicable) then simply click ‘ADD TO CART’
  4. You can then continue shopping or click ‘CHECKOUT’ to review the items in your bag and to finalise your order.

Proceed to purchasing items

  1. Once you have finished browsing and have added the items you wish to purchase to your bag, click the ‘CART’ button located at the top right of the website.
  2. You will be asked to checkout by logging into your existing Forever New account. 
  • If you have selected to checkout via your Forever New account then you will need to double check that your billing information, shipping information and payment information is correct, select your desired shipping method and then simply click ‘PLACE OFFER'
  1. Fill out your billing information. If your shipping address is different to your billing address then uncheck the ‘SAME AS BILLING ADDRESS’ box and fill out your desired shipping details.
  2. Select your desired payment method and fill out the required fields then simply click ‘PLACE OFFER’ and your order is completed.
  3. Once your payment has been confirmed you will receive an order confirmation email to the email address provided.

Changing or cancelling an order once placed

Once an order has been placed and payment has been confirmed the order cannot be changed or cancelled. You may return an order once it has been received by following our returns process. For further information and conditions please refer to our Returns Policy.
 
Card and payment options

We provide a variety of payment options such as VISA, MasterCard and AMEX credit cards.

Please note your card will be debited once your payment method has passed fraud screening and funds capture at the time of transaction. The name against the charge will appear as Forever New on your statement.

Forever New takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Forever New uses EV Secure Socket Layer (SSL) technology. Extended Validation SSL Certificates give high-security Web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.  Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

Forever New online currency

All prices online are displayed in South African Rands (ZAR).

MY ACCOUNT

I’ve forgotten my password to my Forever New account

You can easily reset your password by clicking the login link in the top left corner. Within the Login to your Forever New account there is a link labelled FORGOTTEN YOUR PASSWORD that prompts you to enter in your email address that is connected to your Forever New account, you will then be sent an email with a link to reset your password to the email address provided. 

How do I change my details in my Forever New  account?

If you have already signed up, click into the “My Account” section where there are options for you to change any of your details including payment and shipping details. You can do this by clicking the EDIT INFORMATION link located under each section.

If you haven’t logged in for a while, we recommend checking that all your details are up to date prior to making an order.


DELIVERY INFORMATION

When will I receive my parcel?

Delivery times vary pending on the shipping method selected at the time of checkout. For further information regarding our specific shipping times, costs and conditions, please refer to our Delivery and Shipping Policy.

How do I track my order?

Your tracking number and a link to the Dawn Wing website can be found on your Shipping Confirmation email that will be emailed to you once the items have been collected by Dawn Wing for delivery.

I forgot to update my shipping address before I placed my order

Once your order has been placed we do our best to get it to you as soon as possible, therefore we cannot guarantee we will be able to change your delivery address. Please contact our Customer Service Team as soon as possible if you would like to change your delivery address and we will see what we can do for you.

RETURNS AND EXCHANGES

What if my item doesn’t fit, I change my mind or my item is faulty?

To make your Forever New shopping experience enjoyable we offer a variety of options to ensure you’re happy with your purchase. Please refer to our Returns Policy for further information regarding options that are available to you.

Can I return/ refund an online order to a Forever New store?

For your convenience, item(s) purchased online may be exchanged or refunded at any Forever New store within South Africa only, provided all online return policy conditions are met. A refund will be provided by crediting your original method of payment.

Please note that cash refunds will not be provided under any circumstances and delivery charges cannot be refunded. Please note that only same payment method returns will be done

Can I return/ refund an item(s) purchased at a Forever New store online?

No, item(s) purchased in store may not be returned or refunded online. You will need to go in store to return or obtain a refund for your item(s). For assistance finding your nearest store, please use our Store Locator or contact our Customer Service Team

How do I complete a Online Returns Request form?
  1. Log into your Forever New account and go to “My Returns’.
  2. Click on ‘Request New Return ’and your order that contains the item(s) that you wish to return or request an exchange for.
  3. Fill out the required fields and read the Returns Policy to ensure you have a firm understanding of the terms and conditions.
  4. Once you have click submit and you will then be directed to the Return Request This form must be printed and sent with the items to our warehouse in order for you to receive your return or exchange.

Once you have sent your item(s) back to our warehouse, you will then receive email updates with the status of your return or exchange as well has being able to view the status within your Forever New ‘My Account’ at any time.. 

What if I received my items as a gift? 

If you received your item(s) as a gift and you wish to return or exchange, please print off the Return Request form and fill in the required fields and send with your parcel to the online returns address listed below along with your Forever New receipt or invoice received with your gift. You will be notified by email the status of your return or exchange

View the Forever New Returns Request Form 

How do I find out about your upcoming promotions?  

Stay up to date on our latest promotion by signing up to our newsletter and stay connected with us on social media to stay up to date with our latest offers and promotions. 

What address do I send my return parcel to?  

Forever New Online
The House of Busby
Gosforth Business Park
Corner Silverstone road and van Riebeeck Avenue
Germiston
1419

Have you received my returned goods?

We are committed to exchanging or refunding your items as quickly as possible and thus, we will update you via email and update your records in your Forever New account. In the unlikely event that you don’t receive your refund or exchange within - 14 working days of couriering your parcel to us and have checked the tracking details with the relevant courier company-, please email our Customer Service Team and supply them with a copy of the waybill and/or tracking number. .

We encourage you to return your parcel via Dawn Wing couriers as all returned parcels remain the responsibility of the purchaser until received by Forever New.


PAYMENTS

Is it safe to order online?

Forever New takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Forever New uses EV Secure Socket Layer (SSL) technology.

Extended Validation SSL Certificates give high-security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.

Furthermore, all pages that require you to enter your personal information or payment details on our site have the Extended Validation Standard, which will cause the URL address bar to turn green in your browser; this verifies the authenticity of our online security.

My payment method was not accepted

Payments may be rejected for a few reasons, please ensure you check the following prior to contacting our customer service team to ensure the information you have entered is correct:

  • Correct credit card number has been entered.
  • Correct security number and expiry date has been entered.
  • That you have sufficient funds in the relevant account

If you are still having problems try an alternative payment method or contact our friendly Customer Service Team.


SIZING

How do I know what size I am?

Please refer to our Size Guide, or you can also find it on all individual product detail pages. If you would like further information regarding a particular style please contact our Customer Service Team.


SEARCH

How do I search for a product?

Browse through the different categories by using the top menu navigation. Alternatively, if you know exactly what you are looking for you can enter the code or key word into the search function which is located at top right of our website. 

I saw an item in a Forever New store but I can't find it on your website

If you have seen something in a retail store and cannot find it online, it may have sold out. Stock can sell out very quickly in our online store so you will need to place your order quickly to avoid disappointment. Please contact our Customer Service Team and they will be able to assist you with your product query.

TECHNICAL ISSUES

Who do I contact if I am having technical issues with the website or my online payment?

For any technical issues with the website or payment issues you are experiencing please contact our Customer Service Team.


SHOPPING IN STORE

Do Forever New stores offer a layby service?

As a fast fashion retailer, Forever New promises up to the minute international trends. We have new collections delivered every four weeks and new styles arriving daily.

In order to keep true to our Forever New promise, we are unable to offer a layby service for our new collections and daily deliveries. We believe the best service we can offer our customers is the latest in international trends, quality fabrics and key styles whilst keeping our prices affordable.

I have a compliment or complaint regarding customer service within a Forever New store

At Forever New we aim to provide you with quality products and service at all times. If you feel you have received unsatisfactory service at any Forever New store we take this very seriously and want to hear from you.

Alternatively, we also love to hear when you have received exceptional service in store. Please feel free to contact our Customer Service Team about your experience.

Further information regarding shopping online with Forever New 

For further information regarding shopping online with us, please contact our Customer Service Team.