Frequently Asked Questions

SHOPPING AT FORCAST

RETURNS AT FORCAST

DELIVERY & SHIPPING

STORE QUERIES

Can I return my item if I change my mind?

At Forcast, we are happy to offer you a return for change of mind on most full priced and permanently reduced merchandise. Forcast will honour a refund, store credit or exchange on a change of mind item with the following conditions:

Item is a full priced Forcast merchandise
Item was purchased at a Forcast retail or online store and not a partner platform
Items are unworn, in original condition without any damage or alterations
All tags are attached
Proof of purchase is accompanied with the returned merchandise
Item is not listed as a non-returnable item due to hygiene reasons

Exceptions to our Change of Mind Policy Our change of mind policy does not apply to Jewellery, Hair Accessories and Garment/Body Care items due to hygiene reasons. *Please note that bank statements must be date and/or time stamped in order to constitute as valid proof of purchase. For statements where the price paid cannot be deduced (i.e if several items were purchased and the price of a single item cannot be determined) a valid receipt must also be presented. Though our store teams are able to search for in-store purchase receipts, we cannot guarantee the ability to provide the receipt to the customer upon request. This can be due to a lack of search parameters, expiration of the returns period as per our policy, and/or potential system error. Please note that retainment of valid proof of purchase remains soley the responsiblity of the customer.

Where can I make a return or exchange?

Please see below to see your options for returning an item:

PURCHASE LOCATION	RETURN LOCATION & OPTIONS
	REFUND		EXCHANGE		CREDIT
	ONLINE	IN-STORE	ONLINE	IN-STORE	ONLINE	IN-STORE
ONLINE FULL PRICE	✔	✔	✘	✔	✔	✔
ONLINE SALE ITEMS	✘	✘	✘	✔	✔	✔

*Online orders paid with Afterpay, ZipPay or PayPal must be returned via post, for processing. They cannot be processed as a refund, exchange or credit in-store.

PURCHASE LOCATION	RETURN LOCATION & OPTIONS
	REFUND		EXCHANGE		CREDIT
	ONLINE	IN-STORE	ONLINE	IN-STORE	ONLINE	IN-STORE
IN-STORE FULL PRICE	✘	✔	✘	✔	✘	✔
IN-STORE SALE ITEMS	✘	✘	✘	✔	✘	✔

How long do I have to make a return?

The following change of mind timeframes apply: In Store Purchase 14 days from date of purchase on receipt Online Purchase 30 days from date of purchase on invoice

Instant Refund conditions

To qualify for an instant refund, the item(s) must:

Match the general item conditions above
Must be a full priced item eligible for a refund
Must not have been purchased using a gift card or store credit
Not be a non-returnable item

Can I return a sale item (permanently reduced)?

Permanent sale price items are not entitled to a refund however they are entitled to a store credit or exchange by a valid method of return. Sale refers to permanently reduced merchandise. This is usually indicated by:

A yellow sticker on the tag in-store, with a reduced price
Any items shown within our “SALE” category page on our website with a strikethrough of the old price and a new red price displayed.

Please also note if you wish to exchange a sale item for an item that is of lesser value, the customer will receive a partial credit along with the exchange.

Can I return a full price item purchased with a discount code?

Full price merchandise purchased at a discount with a promo code are entitled to a refund, credit or exchange by a valid method of return. Please note that refunds will only be issued in the original method of payment. For example, if an online credit was used to purchase an item, the refund will be issued as a new online credit. Any promotional offers or discounts received in the original order will not be applied or carried over in exchanges

Can I return a purchase online for an exchange?

Online purchases can only be exchanged in-store and NOT online. We can no longer process exchanges online (via post) due to a high turnover of stock availability. Items sent back to the online department for 'exchanges' will be processed automatically as an online store credit. If you wish to exchange the item to a different colour or style, please visit your nearest Forcast store.

What if I received a faulty item?

We sincerely apologise if you have received an item from us that is faulty. We make every effort to ensure high standards of manufacturing and production quality, but sometimes the odd item can turn up erroneous. In the event of a faulty item, please return the item as it was purchased either in store or email online@forcast.com.au with:

Your order details
Details of the fault
Photos where relevant

Please include as much detail as possible to assist us in resolving the issue promptly. We will aim to assess the faulty item within 5 business days of receipt. If the item is deemed faulty, FORCAST will cover all postage costs and offer to repair, replace or refund the item in accordance with Australian Consumer Law.

Can I return an item purchased with a gift card/store credit?

Items purchased with a gift card may be returned for an exchange or as new gift card in-store. If returned via post, an online store credit will be issued. Unfortunately, items purchased with Westfield or VISA/prepaid gift cards cannot be refunded and may only be returned for a FORCAST Gift Card or online store credit.

Can I return jewellery or accessories?

You can return your full-price jewellery (excluding earrings), Hair Accessories, Bags, Belts and Shoes for a refund or exchange. Unfortunately, we do not accept returns or exchanges for earrings and other piercing jewellery due to hygiene reasons.. Our Return Policy also applies for accessories. That means, sale accessories can only be returned for a store credit or exchange.

How can I return an item in-store?

To return an in-store item, please simply check that it meets the return conditions as listed in the RETURN POLICY and make your way to your nearest store. We recommend calling your store in advance to confirm stock levels if you would like to make an exchange for a specific item.

Can I return an online purchase in-store for a refund?

If you are located in NSW, you may drop your online purchase to your nearest NSW store (excluding Forcast Kotara), free of charge. This will be sent back to the Forcast HO for the refund to be processed. This process can take up to 3-5 days. Unfortunately for all other states, at this stage, we are only able to accept online returns in stores for an exchange or store credit (given as an in-store gift card). If you wish to return your item for a refund and it meets all the criteria, please refer to RETURN BY POST to return the item back to our online department.

How long do I have to use my gift card and in store credit?

Gift cards are valid for three (3) years from the date of issue:

i. If a gift card is lost, it cannot be replaced, refunded or reprinted
ii. Gift cards cannot be redeemed for cash
iii. Gift cards can only be redeemed in-store if purchased in-store and redeemed only online if purchased online.

Online credits have no expiry date and can be used at any time

Do you ship to my country?

Currently we ship to Australia, New Zealand & select international countries. For our full list, please refer to our shipping page.

How long will my order take to arrive?

Delivery times vary according to where you live, whether or not we have a promotional period and if the postal services we use are experiencing delays of their own. Please see below the anticipated delivery times for when things are running normaly:

AUSTRALIA - Australian orders are shipped via AusPost
EXPRESS DELIVERY	METRO AREAS	1-2 BUSINESS DAYS	$12.99 (free over $200)
EXPRESS DELIVERY	REGIONAL AREAS	2-4 BUSINESS DAYS	$12.99 (free over $200)
STANDARD DELIVERY	METRO AREAS	1-2 BUSINESS DAYS	$9.99 (free over $75)
STANDARD DELIVERY	REGIONAL AREAS	2-4 BUSINESS DAYS	$9.99 (free over $75)

For New Zealand Orders If you use express delivery, 2-3 business days. If you use standard delivery, 4-7 business days. For International Orders Unfortunately, it is difficult to determine delivery times for our international customers. As we use express DHL shipping for all of our international orders, we usually refer to the DHL Website for delivery time estimates. As a general rule of thumb, it can take anywhere between 3-12 business days. If your order has not yet arrived & you think it should have according to these time periods, please contact the delivery service first to check if they are having delays. If you are unable to contact them, feel free to contact us and we can lodge a case with them to find your missing item(s).

I am waiting to pick up my item at my local store. What do I do?

If you have an item(s) being transferred from another store to your nearest store, the transfer can take between 2-7 business days. Our store team members will contact you with your given details as soon as the item(s) arrive in their store. Please be sure to bring along a receipt for the prepaid item(s) as order pick-ups will require proof of purchase.

Can I transfer my in-store gift card to online store credit?

Yes, you can! Please sign up and ensure you have an online account with us, then contact us via email to arrange the transfer. We will require your full name, email and gift card serial number. Please note that this process is NOT reversible, and we are unable to transfer online credits to our store gift cards. Online store credits are also non-refundable as anything other than online store credit amounts. This means that when returning a full-price item that was purchased using online store credit you will not be able to receive a refund, only online credit. Unfortunately, not all of our customers are honest and to avoid fraudulent claims, we require a photo of the back of the card cut in half to be emailed to us at online@forcast.com.au.

Can I return an online purchase in-store for a refund?

Yes, you are able to return your online purchase to your nearest store for a refund onto your credit card for eligible items or, exchange or gift card. Please note, orders paid via Afterpay, ZipPay or PayPal are not able to be returned in-store, and must be sent back to the HQ for processing. If you wish to return your item for a refund and it meets all the criteria, please refer to RETURN BY POST to return the item back to our online department.

How long do I have to use my gift card and/or store credit?

Gift cards are valid for three (3) years from the date of issue:

If a gift card is lost, it cannot be replaced, refunded or reprinted
Gift cards cannot be redeemed for cash
Gift cards can only be redeemed in-store if purchased in-store and redeemed only online if purchased online.
Online store credits have no expiry date and can be used at any time

Can I return an item purchased with a gift card or store credit?

Items purchased with a gift card/online store credit may be returned for an exchange or will be returned as a new gift card and/or online credit respectively. Unfortunately, for items purchased with external gift cards such as VISA or Westfield gift cards, it is not possible to provide a refund back onto the original card. We also cannot provide refunds as cash or other cards as an alternative. It may only be returned for a FORCAST store credit; in-store or online.

Where is my order confirmation?

After making your purchase, your order confirmation email will be automatically sent to the email you provided at checkout. Please allow for 5-10 minutes for it to be sent through. If you still haven't received a confirmation, please check your Spam inbox as it may be hiding there! If you still cannot find your order confirmation email, feel free to contact online@forcast.com.au.

Why has my online return not been processed yet?

Please note that we cannot process your return until we have received it here in our Chipping Norton Headquarters, NSW. This waiting period generally takes the same amount of time as delivery of the order took. Once your returned parcel has been delivered to us, processing can take up to 5-10 business days, depending on our volume of returns. As a general rule, we advise our customers to wait at least 14 business days before contacting us regarding returned order enquiries.

My online order is faulty. What do I do?

We make every effort to ensure high standards of manufacturing and production quality, but sometimes the odd item can turn up faulty. We sincerely apologise if you have received an item from us that is faulty. In the event of a faulty claim, please return the item how it was purchased (in-store or online) so that it can be assessed by our team. Our policy relating to faulty items follows the legal requirements as declared under Australian Consumer Law & per NSW Fair Trading: If there is a minor fault with a product, we can choose to give you a free repair instead of a replacement or refund. You must accept this free repair if offered to you If we are unable to repair it within a reasonable amount of time or repair it at all, we are happy to provide you with a replacement or refund. If there is a major fault and the product cannot be repaired, you may choose whether to receive a replacement or refund. A "major" fault is defined as the following:

it would stop someone from buying it if they'd known about it
it's unsafe
it's significantly different from the sample or description
it doesn't do what the business said it would, or what you asked for and can't easily be fixed.

For Online Purchases When making a return for a faulty item purchased online, please create a Return Request on our website, and choose the reason of return as Faulty, specifying the fault. Once we have received the return, our team will assess the garment and be in contact, and provide you with the next best steps. If you complete the above instructions, you do not need to email us directly with your faulty concerns. However, you may wish to do so. If this is the case, please email us at online@forcast.com.au and include in the email your order number, the name of the faulty item, and photos showing the defect/fault. Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is deemed to be faulty. Please also note that we can refuse to repair, replace, or refund if:

the item has no discernible fault
you misused the product in a way that led to the fault
you are unclear about the fault or what you wanted
the item was declared faulty at the point of sale & you were aware of this and/or there was reasonable markdown in price due to an obvious flaw

For In-Store Purchases When making a return for a faulty item in-store, please bring your original receipt docket along with the item you believe to be faulty. The Forcast store assistant will assess the garment and provide you with the next steps. In the case where your item is deemed to be fault, we will provide you with a choice between refund or exchange.

I forgot to enter my promo code. Am I still eligible for discount?

Our current system does not allow orders to be amended, but you may be able to cancel the order if it has not yet been processed by our dispatch team. So whilst we are unable to apply a discount to an order that has already been placed, customers are able to cancel their order if we are notified prior to the order being packed and/or shipped. To notify us that you would like to cancel your order, you will need to email online@forcast.com.au with your Order Number within 12 hours of the order being made.

I made my order using a gift voucher. Can I get a refund?

All orders purchased with a Forcast Gift Card will be returned to you as online store credit, to the email you ordered with. Unfortunately,this credit cannot be used in-store. If you do not have an existing Forcast account under the email, our team will create one for you automatically upon the approved return. From there you can sign in/choose forgot password to reset your password and access your credit . .

Has your question not been answered? Please refer to our help page for more information.

Otherwise, please submit an enquiry via our contact page, or give us a call at our head office on (02) 9755 1322.

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