Frequently Asked Questions
Popular Topics
Back To FAQ
Delivery and
Tracking
Do I need to sign for my order?
We recommend providing a delivery address where someone will be available to receive your parcel.
If no one is available at the time of delivery, your delivery provider may leave your parcel in a safe location where appropriate or attempt redelivery in accordance with their delivery policy.
Once your order has been dispatched, you'll receive an email with your tracking details so you can monitor your delivery.
Can I change my delivery address after placing an order?
We begin processing orders as quickly as possible, so we can't guarantee changes to your delivery address once your order has been placed.
If you need assistance, please contact our Customer Service team.
You can also call 1 (855) 383-7876 or email customerservice@evernew.ca.
Can I have my order delivered to my work address?
Yes. You can have your order delivered to your workplace or your residential address.
If you're shipping to your workplace, we recommend including your company name in the delivery address and ensuring someone will be available to receive the parcel during business hours.
Back To FAQ
Returns And Exchanges
What is Ever New's Returns Policy?
If you're not completely satisfied with your purchase, you can return eligible items within 30 days of the delivery date.
Online purchases can be returned:
- By post using our online returns portal.
- In person at any Ever New store in Canada.
Items purchased in-store must be returned to an Ever New store and cannot be returned through the online returns portal.
Please see our Returns Policy for full details.
What conditions apply to returns?
To be eligible for a return, your item must:
- Be returned within 30 days of delivery.
- Be accompanied by your original proof of purchase.
- Be in its original saleable condition with all tags attached.
- Be unworn, unused and unwashed.
- Include a completed returns form when returning by post.
Bank statements cannot be accepted as proof of purchase.
For hygiene reasons, change of mind returns are not accepted for:
- Cosmetics and fragrances
- Swimwear
- Hosiery
- Hair accessories
- Earrings and jewellery
- Underwear and undergarments
How do I return an online order?
To start an online return:
- Visit our Returns Portal.
- Log in using your account details or order number and email address.
- Select the items you'd like to return.
- Complete the return request and pay the prepaid return postage fee.
- Print your return label and send your parcel using the instructions provided.
A return postage fee of $9.95 applies and is the responsibility of the customer unless the item is faulty or you received the wrong item.
Once your return has been processed, you'll receive a confirmation email.
Can I exchange an item?
Online exchanges are currently not available.
If you'd like to exchange an item, you can do so at any Ever New store in Canada, provided it meets our Returns Policy.
Can I return an online purchase to an Ever New store?
Yes. Online purchases can be returned to any Ever New store in Canada, provided they meet our Returns Policy.
Approved refunds will be processed back to your original payment method. If you paid using PayPal, your refund will be processed in-store to a credit card, and the cardholder must be present.
Delivery charges are non-refundable unless your item is faulty or supplied in error.
Can I return an item purchased in-store online?
No. Items purchased in an Ever New store must be returned to an Ever New store.
Can I return sale or final sale items?
Sale items can be exchanged or returned for an Ever New gift card if they meet our Returns Policy.
Refunds for sale items are only available if the item is faulty or required under applicable consumer law.
Items marked Final Sale cannot be returned or exchanged for change of mind, including incorrect size or fit. This does not affect your rights if an item is faulty.
Samples and seconds sold with disclosed faults cannot be returned for those identified faults.
What if my item doesn't fit, I've changed my mind or it's faulty?
If your item doesn't fit or you've changed your mind, you may be eligible for a refund, exchange or gift card, depending on the item purchased and whether it meets our Returns Policy.
If you've received a faulty, damaged or incorrect item, please contact Customer Service so we can assist you as quickly as
possible.
What if I received my item as a gift?
Gift items can be returned or exchanged at any Ever New store in Canada.
If you have the original proof of purchase, any eligible refund will be processed to the original payment method.
If proof of purchase isn't available, you may be eligible for an exchange or an Ever New gift card.
I purchased a full-price item and it has since gone onsale. Can I receive a refund or exchange?
Yes. If you purchased a full-price item within the last 30 days and it has since gone on sale, you may return it in accordance with our Returns Policy and receive a refund or exchange based on the original purchase
price.
When will my return be processed?
Returns typically take 3-7 business days to arrive at our warehouse.
Once received, your return will usually be processed within 7 business days. We'll email you once your return has been completed.
If your refund is issued to your original payment method, funds typically appear within 3-5 business days, depending on your financial institution.
If you have selected an Ever New e-gift card refund, you'll receive a separate email containing your e-gift card details.
Back To FAQ
Shopping Online & Your Account
Do I need an account to shop online?
No. You can check out as a guest without creating an account.
Creating an Ever New account lets you enjoy a faster checkout experience by securely saving your contact, shipping and payment details. You'll also be able to:
- Track your current orders.
- View your order history.
- Check your gift card balance.
- Create and share wish lists.
- Receive updates on new arrivals, collections and promotions if you've opted in to marketing communications.
Please note that only Canadian Ever New accounts can be used on the Canadian website.
How do I complete my purchase?
Once you've added your items to your bag:
- Sign in to your account or continue as a guest.
- Choose delivery or Click & Collect.
- Select your preferred shipping option.
- Enter your payment details.
- Apply any promotion code, gift card or exchange card if applicable.
- Review your order and select Pay Now to complete your purchase.
Once your payment has been confirmed, you'll receive an order confirmation email.
Is it safe to shop online?
Yes. We use Secure Socket Layer (SSL) encryption to help protect your personal and payment information during checkout.
All pages where payment or personal information is entered are secured using encrypted technology to help keep your information safe.
WHAT QUALITY CAN I EXPECT FROM EVER NEW GARMENTS?
At Ever New, quality is an important part of everything we create. Our garments are thoughtfully designed in Melbourne, with careful consideration given to fabric, fit, construction and finishing.
We’re committed to creating beautifully made pieces designed to look and feel their best, and to be enjoyed beyond the season.
HOW DO I FIND THE RIGHT EVER NEW SIZE?
Our size guide provides measurements to help you find your best fit. You can also use True Fit on selected product pages for a personalised size recommendation, alongside individual fit and product information
Back To FAQ
Click and Collect
How does Click & Collect work?
Click & Collect is a free service that allows you to order online and collect your purchase from your selected Ever New store.
Simply choose Click & Collect during checkout and select your preferred store. We'll prepare your order and aim to have it ready for collection within 1-3 business days.
Please note that Click & Collect may be unavailable during selected sale or promotional events.
Why isn't my preferred store available for Click & Collect?
All Ever New stores in Canada offer Click & Collect. However, your preferred size, color or style may not be available at your
selected store.
If Click & Collect isn't available for your item, you can place your order using a home delivery option instead.
How will I know when my order is ready?
We'll send you an email as soon as your order is ready for collection.
If there is an issue with your order, we'll contact you by email as soon as possible.
What do I need to bring when collecting my order?
Please bring:
- Your Ready for Collection email or valid photo ID.
- The credit card used to place the order, if requested for verification.
If someone is collecting the order on your behalf, they must present:
- A copy of your Ready for Collection email.
- Their own valid photo ID.
How long will my order be held?
Your order will be held for 10 days from the date you receive your Ready for Collection email.
If your order isn't collected within this time, it will be cancelled and a refund will be issued to your original payment method.
Can I change or cancel my Click & Collect order?
Once your order has been placed, it can't be changed. This includes adding or removing items, changing quantities or selecting a different
collection store.
If you no longer wish to collect your order, please contact our Customer Service team after you've received your Ready for
Collection email. Once your order is eligible, we'll arrange a refund in
accordance with our Returns Policy.
Can someone else collect my order?
Yes. The person collecting your order must present a copy of your Ready for Collection email along with valid photo ID.
What if I can't collect my order?
If you're unable to collect your order, please contact our Customer
Service team as soon as possible.
Can I return a Click & Collect order?
Yes. Click & Collect purchases can be returned in accordance with our Returns Policy.
What happens if my item is unavailable after I place my Click & Collect order?
If your selected store can't fulfil part or all of your order, we'll notify you by email and automatically refund any unavailable
item(s) to your original payment method.
Back To FAQ
Payments, Gifts and Promotions
What payment methods do you accept?
All prices on our Canadian website are displayed in Canadian Dollars (CAD).
We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Shop Pay
- Ever New gift cards
- Maestro
- Diners Club
Your payment will be processed once it has passed our security and fraud checks. Transactions will appear as Ever New on your bank statement.
Why wasn't my payment accepted?
Payments may be declined for several reasons.
Before contacting our Customer Service team, please check that:
- Your card or gift card number has been entered correctly.
- Your expiry date and security code are correct.
- You have sufficient available funds.
- Your payment method is valid and supported.
If you're still experiencing issues, try another payment method or contact our Customer Service team.
Does Ever New offer gift cards?
Yes. We offer both physical gift cards and e-gift cards.
- Available online in denominations of CA$20, $30, $50, $75, $100, $150 and $200.
- Delivered by email with no shipping charges.
- Redeemable online and in Ever New stores across Canada.
Physical gift cards
- Available in Ever New stores in Canada in values from CA$10 to $1,000.
- Canadian physical gift cards can also be redeemed online.
Gift cards can only be used to purchase merchandise and cannot be redeemed for cash. Gift card purchases are excluded from promotional
discounts.
How do I purchase an e-gift card?
Visit our Gift Card page to purchase an Ever New e-gift card.
Only one e-gift card can be purchased per transaction. If you'd like to purchase multiple e-gift cards, you'll need to complete a separate transaction for each.
How do I redeem a gift card?
During checkout, enter your gift card number in the gift card field and select Redeem.
If your order total exceeds the available gift card balance, you can pay the remaining amount using another payment method. Any unused balance will remain on your gift card.
Gift cards can also be redeemed at any Ever New store in Canada.
How do I check my gift card balance?
You can check your balance on our Gift Card page.
How long is my gift card valid?
Ever New gift cards do not expire.
What happens if my gift card is lost or stolen?
Gift cards should be treated like cash. Lost, stolen or damaged gift cards cannot be replaced or refunded.
What terms apply to Ever New gift cards?
Please refer to our Gift Card Terms & Conditions
for complete details, including activation, redemption, eligible purchases and
other important information.
Back To FAQ
Feedback and General Enquiries
How can I share feedback about an Ever New store?
We aim to provide a high standard of service in every Ever New store.
If you would like to share feedback about a recent store visit, please contact our customer service team to tell us about
your experience
What should I do if an item is missing from my order?
Orders containing multiple items may be shipped separately.
If your order has been split into more than one parcel, you will receive a separate shipping confirmation email and tracking number for each shipment. Your electronic tax invoice will be sent once all items have
been dispatched.
If all parcels have arrived and an item is still missing, please contact our Customer Service team.
You can also call 1 (855) 383-7876 or email customerservice@evernew.ca.
Who can I contact if I'm having technical issues?
If you're experiencing technical issues with our website or during checkout, please contact our Customer Service team for assistance.
Do Ever New gift cards expire?
Physical Ever New gift cards do not expire.
Virtual gift cards are valid for 12 months from the date of issue.
HOW SHOULD I CARE FOR MY EVER NEW CLOTHING?
Each Ever New garment includes specific care instructions based on its fabric and construction. Following the care label will help keep your pieces looking their best. For further guidance, you can also refer to our Wash & Care Guide.
WHERE ARE EVER NEW CLOTHES DESIGNED?
Ever New is an Australian fashion brand, with collections thoughtfully designed in Melbourne. Our in-house team creates feminine, contemporary pieces with careful consideration given to fabric, fit, colour and finishing.
WHAT IS EVER NEW KNOWN FOR?
Ever New is known for feminine, polished fashion designed for every part of your wardrobe. Our collections span workwear, casual and weekend styles, evening looks and dresses for special occasions.
Common Questions
WHERE IS MY ORDER?
Once your order has been dispatched, we'll send you a shipping confirmation email with your tracking number and a link to track your parcel.
You can also sign in to your Ever New account at any time to view your order status and tracking updates.
How do I return an item?
To start an online return:
- Visit our Returns Portal.
- Log in using your account details or order number and email address.
- Select the items you'd like to return.
- Complete the return request and pay the prepaid return postage fee.
- Print your return label and send your parcel using the instructions provided.
A return postage fee of $9.95 applies and is the responsibility of the customer unless the item is faulty or you received the wrong item.
Once your return has been processed, you'll receive a
confirmation email.
Can I cancel or change my order?
Once your order has been placed and payment has been confirmed, it can't be changed or cancelled.
If you no longer require your order, you can return eligible items after delivery in accordance with our Returns Policy.
I received the wrong, damaged or missing item.
If your item doesn't fit or you've changed your mind, you may be eligible for a refund, exchange or gift card, depending on the item purchased and whether it meets our Returns Policy.
If you've received a faulty, damaged or incorrect item, please contact Customer Service so we can assist you as quickly as
possible.
What are my payment options?
All prices on our Canadian website are displayed in Canadian Dollars (CAD).
We accept the following payment methods:
- Visa
- Mastercard
- American Express
- PayPal
- Ever New gift cards
- Maestro
- Diners Club
Your payment will be processed once it has passed our security and fraud checks. Transactions will appear as Ever New on your bank statement.
Do I need an account to shop online?
No. You can check out as a guest without creating an account.
Creating an Ever New account lets you enjoy a faster checkout experience by securely saving your contact, shipping and payment details. You'll also be able to:
- Track your current orders.
- View your order history.
- Check your gift card balance.
- Receive updates on new arrivals, collections and promotions if you've opted in to marketing communications.
Please note that only Canadian Ever New accounts can be used on the Canadian website.
Live Chat
Monday - Saturday
9am - 5pm AEST
Visit Us