All your questions, answered.
Like many other Australian brands, we're still navigating the continual impact of COVID-19. Please note that whilst we try to relay information, policy updates, and changes as quickly as possible, there may be slight delays.
As we are experiencing a high volume of customer inquiries via phone, here are all your most frequently asked questions and their respective answers. Please check through this page prior to calling.
We get it - no one wants to read through giant pages of policy! So here is a summary of our online policy for your convenience.
Can I return my items?
Forcast offers returns within 30 days from receiving your order when purchased online. To qualify for a return, the item/s must be:
- Unworn, in original condition without any damage or alterations
- With tags still attached
- Received an online order within the last 30 days
- Purchased from Forcast Online and NOT purchased in-store
- Must have a valid proof of purchase (an online invoice, in-store receipt or a bank statement*)
- Item is not listed as a non-returnable item due to hygiene reasons
If the above conditions are met, your return will be processed within 3-14 business days after receiving the return. An email will be sent to notify you once the return has been processed and the transaction has been completed.
I purchased full-price items. Can I return them?
Full-price refers to any item/s purchased that have either:
- not been permanently marked down, OR
- not been permanently marked down and have a temporary promotional offer
Full price items (including promotional price) are entitled to a Full Refund, Credit, or Exchange via a valid method of return.
Please note that full refunds can only be issued via the exact method of payment. For example, if an online credit was used to purchase the item/s, then the refund will be issued to a new online credit, if the method of payment was via a debit card it will be issued to the same debit card, etc.
I purchased Sale Items. Can I return them?
If the items you have purchased online are of a permanent sale price, you will be entitled for the following (with the exclusion of faulty items, which are subject to our faulty policy:
- Online credit - this can only be processed within our Online Department NOT In-Store and means you will need to post the item to our Office
- Exchange/In-store Gift Card - this is available in-store ONLY and means you will need to visit a store to be issued a Gift Card. If the customer wishes to exchange for an item that is of lesser value than the item they are returning, the customer will receive a partial gift card with the exchange*
For further information, please refer to our full policy on our returns page.
Please note that we cannot process your return until we have received it here in our Chipping Norton head office. This waiting period generally takes the same amount of time as delivery of the order took. Once your returned parcel as 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 days before contacting us regarding returned order enquiries.
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 complete the Online Returns Form that was attached with your order, ticking the ‘Faulty Item’ box. 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 at firstname.lastname@example.org 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.
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 email@example.com with your Order Number as soon as possible.
Currently we ship to Australia, New Zealand & select international countries. For our full list, please refer to our shipping page.
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||$9.95 (free over $100)|
|REGIONAL AREAS||1-4 BUSINESS DAYS|
|STANDARD DELIVERY||METRO AREAS||2-4 BUSINESS DAYS||$7.95 (free over $50)|
|REGIONAL AREAS||2-7 BUSINESS DAYS|
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.
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 reciept for the prepaid item/s as order pick-ups will require proof of purchase.
Yes, you can! Please sign up and ensure you have an online account with us, then contact us via email or phone 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 firstname.lastname@example.org
Has your question not been answered? Please refer to our help page for more information. Otherwise, please submit an enquiry via our contact us page, or give us a call at our head office on (02) 9755 1322.