Shopping Bag

FAQs Delivery Returns FAQS

How to Shop With Ever New Online

Shopping online with Ever New is as simple as:

Add items to your bag

  1. Ensure you are on the Ever New website. 
  2. Browse the categories across the top navigation bar which includes New In, Clothing, Bags & Accessories, Shoes, Collections, Stores, 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 BAG’
  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 ‘CHECKOUT’ button located at the top right of the website.
  2. Within the checkout you can also amend the quantity selected for each item or delete unwanted items by simply clicking the ‘EDIT’ button that is located on the right hand side within the Order Overview section of the checkout. Your amendments will be updated and allow you to proceed with the checkout process. 
  3. You will be asked to checkout by either logging into your existing Ever New account, creating an account, or choosing to proceed as a guest. Click which option you would like to checkout as and click ‘CONTINUE’.
    • If you have selected to checkout via your Ever 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 ‘PAY SECURELY’
    • By selecting Register, a Ever New account will be established whereby all your submitted contact, shipping and payment details will be saved and ready for your next purchase. You will also be able to track your current orders, view your 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). To create your account you will be required to complete the following 3rd, 4th and 5th steps in order to complete your purchase.
    • If you have selected to checkout as a guest you will be required to complete the following 3rd, 4th and 5thsteps in order to complete your purchase.
  4. 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.
  5. Ever New offers a variety of shipping methods for your convenience. 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,
  6. Select your desired payment method and fill out the required fields then simply click ‘PAY SECURELY’ and your order is completed.
  7. Once your payment has been confirmed you will receive an order confirmation email to the email address provided.
  8. We will then pick and pack your order ready to ship to you. At this point we will send you a shipping confirmation email. There may be times when an item(s) is unfortunately not available. At this point a customer service representative will be in contact to discuss this with you and issue you a refund. 

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.

Sending your order as a gift

Surprising someone with a Ever New item is a great gift idea. You can nominate to have the order delivered to the gift recipient’s address by entering their details in the Shipping Address section of the checkout process. All our items are beautifully packaged.

Please note that all invoices will be emailed electronically to the customer that originally placed the order. A packing slip will be sent out with the parcel.

Card and payment options

We provide a variety of payment options such as VISA, MasterCard and AMEX credit cards and PayPal.  At this time gift cards are not available online for purchase or redemption. 

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 Ever New on your statement.

Ever 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 Ever 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.

Ever New online currency

All prices online are displayed in Canadian Dollars (CAD).

Items sold out online

Items without and Add to Bag button are SOLD OUT cannot be added to your bag; however one of our stores in your area may stock the item you are after. Please contact our Customer Service Team to help locate any sold out items in a store near you. At this time Find in Store is not available on the website.

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 Shipping Policy.


RETURNS AND EXCHANGES

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

To make your Ever New shopping experience with 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. 

What address do I send my return parcel to?  

Ever New Online
C/O SDR Distribution Services  
205-4848 275th Street 
Langley, BC V4W 0A3 
CANADA

PAYMENTS

Is it safe to order online?

Ever 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 Ever 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.


GIFT AND EXCHANGE CARDS

You can purchase Ever New gift cards in Canadian dollars between the values of $10 to $1000 in any of our stores in Canada.

Gift cards can only be redeemed in store (not online at this time) for merchandise and not for cash. If the full amount is not used within a single transaction, the balance remaining on the physical gift card will not be transferable as any value on a gift card is non-transferable.

The purchase of any gift card is excluded from any sale or promotion and will not receive the discounted price.

GENERAL TERMS FOR GIFT CARDS

Lost, stolen or destroyed gift cards will not be refunded for cash or replaced. The gift card will not be cancelled, refunded or exchanged.

The purchase of a gift card is excluded from any sale or promotion and will not receive the discounted price.

Your gift card may only be used to make purchases up to the remaining card credit value. If you wish to make a purchase for an amount that exceeds the remaining card credit value, you must pay the excess using another payment method. Once the remaining card credit value is completely used, destroy your card by cutting it in half diagonally. Your gift card cannot be reloaded.

Gift card balances can be checked in store for viewing your gift card status and balance. Ever New gift cards do not expire.

Items purchased using a gift card may be returned or exchanged in accordance with our Returns Policy (above).

You are responsible for the use and safety of your gift card. You are liable for all transactions on your gift card, except to the extent to which there has been fraud or negligence by us or by any of our employees.

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.

RECRUITMENT 

Ever New Recruitment team is based in Melbourne, Australia. Please feel free to e-mail us directly at Jobs.evernewcareers@forevernew.com.au          

The Recruitment Team will endeavour to respond to all enquiries within 5 business days.

How can I apply for a job?

After you have reviewed the careers site and found your perfect position, click on the title.  There you will learn about the position in detail.  Once you are confident that you match the experience and have the skills required, simply click Apply for Job.  Here you will be requested to create an account, this account will provide you with continued access to your application and give you the ability to apply for multiple positions. Once confirmed you will then be asked to fill in your personal information and even answer some required questions as part of our application form.

If by chance the application was incomplete, you will receive email notifications requesting you to update & finalize for submission.

We are looking forward to hearing from you!

SHOPPING IN STORE

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

At Ever New we aim to provide you with quality products and service at all times. If you feel you have received unsatisfactory service at any Ever 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 Ever New 

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

Updated January  2016