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FAQ

Frequently Asked Questions

Shipping

What are you shipping methods and how long do they take?

The Forme delivers nationwide with Australia Post for a flat rate of $10. All orders over $200 receive complimentary shipping.

Orders are delivered within 1-3 business days to metropolitan areas. For the Northern Territory, rural and remote areas, please allow up to 5 business days for delivery. To see the anticipated delivery service for your location, please click here

We ship to destinations within Australia and New Zealand. 

Do you ship to PO boxes?

We cannot deliver to Australian Post Boxes or Parcel Lockers.

How long before my order ships?

All orders placed before 2pm AEST on a business day will be dispatched that business day. If an order is placed after 2pm AEST, on a weekend or on a public holiday, the order will be dispatched the following business day.

Where can I find my tracking?

You will receive an email notification from Australia Post as well as an SMS notification if you selected this option at the checkout. Parcels can also be tracked here by entering your order tracking number.

Can I pick up/ collect my order instead?

Unfortunately, we do not have a physical store and for safety reasons, we cannot allow customers in the warehouse.

Returns

What is your return policy?

You may return your item within 14 days of receiving your purchase. We do not accept returns on SALE items. We accept ‘change of mind returns’ for full priced items purchased online in accordance with the following terms:

- Item(s) must not be worn, altered, damaged or washed. Item(s) must have all tags attached.

- Returns must include all original packaging including shoe boxes and dust bags. These must be returned in original condition as they are considered part of the item.

- Returns must be posted back to The Forme within 14 days of receiving your order.

To learn more about our return policy, click here.

Can I return any item?

Returns are not accepted on sale items. For reasons of hygiene, we do not accept returns on undergarments, lingerie, swimwear, hosiery and earrings. If you have any questions, please contact our customer care.

How do I return an Item?

Please visit the Return page.

How do I return an Afterpay Item?

Our normal terms and conditions apply to all Afterpay orders. You can return your item following the return policy and you will refunded directly by Afterpay. 

What if my item is damaged, defective or incorrect?

We sincerely apologise for any inconvenience caused by receiving an incorrect or faulty garment. Please contact our Customer Care  to notify us of any issue and we will work with you to resolve it as soon as possible.

What is your exchange policy?

If you would like to exchange an item for another size or a different style we recommend you re-purchase the new item and return the original item for a refund.

Refunds

When can I expect a refund?

Depending on your financial institution, please allow up to 5 business days for the funds to appear in your account.

Will I be refunded the full value of my order?

Your refund will be issued to the original credit card used to place the order. Please note, only the value of the item(s) returned is refunded. No costs associated with the order, including shipping, are refunded unless your items are faulty.

Can I get a refund or an exchange on a sale item?

We do not accept returns (refund or exchange) on any sale items unless deemed faulty. 

How do I get notify for sales?

To be the first to know about any sale, promotional code or special offer you can subscribe to The Forme newsletter in the footer.

Packaging

How will my goods be packaged?

At The Forme, we endeavour to be environmentally friendly. Our packages are wrapped in fully recyclable paper. Even our satchels can be composted!

Should you wish to include a personal note, please contact The Forme Customer Care immediately after placing your order.

Orders

Do I need an account to place an order?

You can shop at The Forme without creating an account. However, register with us to enjoy the following benefits:

- Track your orders and review past purchases

- Add and save the product you love to your wishlist 

- Save your address and card details for faster checkouts.

Can I order by telephone?

Yes, you can place an order on the phone with us, our Customer Care team are happy to help you. Simply call us at 1300 092 989 between 8:30am and 4:30pm AEST on business days.

Can I change/cancel my order?

Before your purchases have been prepared for dispatch we can cancel an item, or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. If you need to make any amendments, please contact our Customer Care team for assistance.

The item I've received is incorrect and/or faulty.

We sincerely apologise for any inconvenience caused by receiving an incorrect or faulty item. Please contact our Customer Care team to notify us of any issue and we will work with you to resolve it as soon as possible. If the goods are faulty or different to what you ordered we will provide you with a full refund. 

I am missing an item from my order.

We may have sent your items in separate parcels. If you've been sent separate parcels, your shipping confirmation email will confirm this. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue as soon as possible.

Payments

What payment methods do you accept?

We accept the following payment methods:

- Credit Cards, including Visa, MasterCard, American Express

- Paypal and Afterpay

- Vouchers, Gift Cards

What is Afterpay? How does it work?

AfterPay is an online payment method that allows you to pay for your online purchases after receiving them.

At check-out, select AfterPay as your payment method. You will be redirected to the Afterpay portal. Once processed, your order will be completed and shipped as normal. Your payment will automatically be deducted from your credit card in four equal payments each fortnight via Afterpay.

Do you offer lay-by?

We do not offer lay-by, but we do offer Afterpay. Unlike layby, you'll get the product right away. To learn more about Afterpay, visit their website.

Is it safe to use my credit card online at THEFORME.COM?

We work hard to ensure your purchase is safe and secure. We will only use your billing and credit-card information to process your order and inform you of its delivery.

The Forme does not keep any of your details on the website, and therefore these details are protected from any breach of security on the website. For your protection, all orders go through a rigorous fraud-checking process.

What currency are you prices in?

All prices are in Australian dollars (AUD) which includes GST.

Products

Are the colours accurate?

We have made every effort to correctly display the colours of our products on The Forme However, due to the fact that we use flash photography, as well as the inevitable variances between computer monitors, we cannot guarantee that your device will display a colour which is completely accurate. If you have any questions, please contact our customer care.

What size am I?

Each product description includes a link to the brand sizing chart. We also provide the model measurements as reference. If you have any questions, please contact our customer care.

What are your care instructions?

To enquire about the care instructions of a specific item, please contact customer care

Is there a physical store I can go to to view the product before purchasing?

Unfortunately, we do not have a physical store and for safety reasons, we cannot allow customers in the warehouse. We are happy to direct you to a relevant Verge or Luxe Deluxe stockist if possible. For others brands, if you have any product enquiries or any questions about fit and sizing, don't hesitate to contact us we are here to help.

Account

Is my personal information kept private?

Please be assured that we take data protection seriously. At no point will we share, rent or sell your personal information without your consent. For more information, please read our Privacy Policy in full.

How do I unsubscribe from your newsletter?

We are sorry to hear you no longer wish to receive our newsletter. To unsubscribe, open any newsletter sent to you by the Forme. Scroll to the bottom of the newsletter and click 'Unsubscribe' Please allow up to 3 business days for the subscription removal to become effective.

How do I update my details on my account?

Simply log in and edit My Account

 

Thank you for visiting The Forme!