HOW TO SHOP WITH FOREVER NEW ONLINE
Shopping online with Forever New is as simple as:
Add items to your cart
1. Ensure you are on the Forever New South African website at https://www.forevernew.co.za
2. Browse the categories across the top navigation bar which includes New In, Clothing, Bags, Accessories, Shoes and Sale.
3. Once you have found an item to purchase, select your preferred colour, size (if applicable) and the quantity you wish to purchase then simply click ‘ADD TO CART’
4. You can then continue shopping or click ‘VIEW CART’ to review the items in your cart 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 cart, click the shopping cart icon located at the top right of the website and then click ‘PROCEED TO CHECKOUT’.
2. If you wish to edit your current cart, click 'VIEW CART'. You can amend the quantity selected for each item or delete unwanted items by simply clicking the minus and plus button for each product. Your amendments will be updated and allow you to proceed with the checkout process.
3. You are able to checkout by either logging into your existing Forever New account or proceeding as a guest. If you wish to log in, please click 'LOG IN' on the top right corner of the home page. You can also opt-in at the final stage of payment to have your information saved for a faster checkout, however this does not automatically create a Forever New account.
4. 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 are correct, select your desired shipping method and then simply click ‘PAY NOW’. You can adjust your default address under 'MY ACCOUNT' on the homepage.
5. If you'd like to create an Forever New account, click 'SIGN UP' on the top right corner of the home page. You can save your preferred contact and shipping information ready for your next purchase. You will also be able to view your current orders, view previous order history and receive email updates with our latest arrivals, collections and online exclusives (providing you wish to receive these updates, which is easily managed within your account).
6. If you have selected to checkout as a guest you will be required to complete the same steps in order to complete your purchase.
7. Forever New offers convenient shipping through preferred third-party couriers. At this next step select the type of shipping that you would like. For further information regarding our shipping information and conditions please refer to our Shipping Policy
8. Select your desired payment method. You can update your billing address in the payment section of checkout. If your shipping address is different to your billing address then select the ‘USE A DIFFERENT BILLING ADDRESS’ box and fill out your desired billing address details. Then simply click ‘PAY NOW’ and your order is completed.
9. Once your payment has been confirmed you will receive an order confirmation email to the email address provided.
If you require any further assistance, please do not hesitate to contact our Customer Service team.
HOW DO I CANCEL AN ORDER?
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.
WHICH PAYMENT OPTIONS DO YOU SUPPORT?
We provide a variety of payment options such as VISA, MasterCard, Debit Card, Discovery Miles, Mobicred, Payflex and PayJustNow.
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.
Please note that by making a purchase with Forever New online, you agree to receive communication with regards to your order.
DO YOU ACCEPT PAYMENT IN OTHER FOREIGN CURRENCIES?
Unfortunately not, all prices online are displayed in South African Rands (ZAR) and include VAT unless otherwise specified.
HELP, I HAVE FORGOTTON MY PASSWORD TO MY FOREVER NEW ACCOUNT
You can easily reset your password by clicking the LOG IN 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?
Once you have logged into your account, click into the “My Account” section on the top right hand corner of the website. Here you'll find the 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.
WHEN WILL I RECEIVE MY PARCEL?
Delivery times vary pending on the location from which your order is fulfilled from. For further information regarding our specific shipping times, costs and conditions, please refer to our Delivery and Shipping Policy here.
HOW DO I TRACK MY ORDER?
Your tracking number and a link to our courier provider can be found on your Shipping Confirmation email that will be emailed to you once the items have been collected by our courier provider for delivery. An SMS will thereafter be sent to you to confirm that your order has been dispatched as well as another SMS on the day of delivery.
ONLY PART OF MY ORDER WAS RECEIVED. WHEN WILL I RECEIVE THE BALANCE?
Our online orders are fulfilled from our warehouse and from our retail stores to ensure we have the widest range of products available online. If your order contains two or more items, your order may be split and fulfilled from different locations. You will receive a Shipping notification by email each time an item from your order is fulfilled and shipped to you. For further information regarding split orders, please contact our Customer Service Team by email at firstname.lastname@example.org.
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.
WHAT IF MY ITEM DOES NOT 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 AND REFUND AN ONLINE ORDER AT 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 AND 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.
WHAT IF I RECEIVED MY ITEM AS A GIFT?
If you received your item(s) as a gift and you wish to return or exchange it, please contact our Customer Service Team for assistance.
HOW CAN I FIND OUT ABOUT UPCOMING PROMOTIONS?
Stay up to date on our latest promotions by signing up to our newsletter and staying connected with us on social media to stay up to date with our latest offers and promotions.
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. In the unlikely event that you don’t receive your refund or exchange within - 15 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.
Kindly coordinate your return with our customer service team in advance to sure that your return is collected from our courier partner. All returned parcels remain the responsibility of the purchaser until received by Forever New.
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 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 Customer Service Team for assistance.
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 for assistance.
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 keyword into the search function which is located at the 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.
WHO CAN 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.
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.
CAN A GIFT CARD BE USED ONLINE
Currently, store-issued gift cards may only be used for in-store purchases and cannot be used online.
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.