ALL YOUR QUESTIONS, ANSWERED.
Unfortunately, we've had to close our stores temporarily whilst we navigate the 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.
Selected stores are now open! Please see our trading hours page for more information. Unfortunately, the COVID-19 pandemic is having a drastic economic impact on our industry, and some of our stores will remain closed for the time being. We will be emailing our Forcast community updates as more stores open, so please subscribe if you would like be in the know! You can also subscribe to our Instagram and Facebook accounts for updates via social media.
With our stores slowly opening back up, processing your return has become much simplier. For all purchases dating from 17th March onwards, the option to make an exchange or credit-instore is available, with a returns period starting from 30 days from the re-opening of your nearest store. For in-store purchases dating from 17th March onwards, the option to return for a refund in-store is also available with the same returns period.
Please be mindful that our returns policy does still apply, so the item/s must be kept unworn, unwashed and in original condition with the tags attached and a valid proof of purchase. For more information, please see our updated returns page.
All of our customer orders from all of our AU stores are in the process of being collated at our head office, where our online team is currently going through and contacting each and every customer to have their items delivered. We are still waiting to receive customer orders from interstate stores but they will also be collated upon arrival. If you have not been contacted by Friday 10th April 2020, please give us a call at our head office on (02) 9755 1322.
Please be advised that customer orders without receipts attached will require proof of purchase from the customer to enable postage. This postage will not cost the customer any fees.
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, online store credits are non-refundable as anything other than online store credit amounts. 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. Online credit is also not transferrable back into a store gift-card. We apologise for any inconvenience this may cause.
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
Currently, nothing has changed for our online returns process. Please refer to our returns page on how to go about getting a refund/exchange/credit as per usual.
Has your question not been answered? Please submit an enquiry via our contact us page, or give us a call at our head office on (02) 9755 1322.