Our In-Store Experience

Our Flagship Store is following Country Wide guidelines for mask use and social distancing.

As a responsible business, we have a duty of care to our team members, and the health, safety and wellbeing of customers and team members is our priority. We have therefore retained measures to help minimise the risk of coronavirus and continue to monitor current government guidance. For more information.

• We request that customers that feel unwell or have a confirmed case of Covid-19 remain at home and do not visit our store, in line with government guidance.
• We recommend that our customers and team members wear a face covering when shopping and working in our stores.
• We have installed physical barriers to protect our customers and teams in high traffic areas, with screens installed at till points and counters wherever appropriate.
• We consistently review ventilation throughout our stores to ensure adequate flow of air, in line with government guidance.
• We operate enhanced cleaning regimes, including hand sanitizer stations throughout the store.

Registrations

1. Do I need to register before placing an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping or check out as a Guest. Our registration process is fast, free, and will save you time for future purchases. Follow the steps here to register your account.

ORDERING

1. Can I get a Refund?

We do not offer a refund at this moment for any reason, we will however opt for an exchange for the same value or more. Please check our Return and Exchange Policy

2. Is my privacy and personal information secure on your site?

Please read our privacy policy to view the full details on how we protect your privacy and personal information.

3. Do you restock items that are sold out?

Unfortunately, we do not restock most of our items. Please visit our Back in Stock section to see what popular items we brought back to our online store. You may also contact your local store to check availability. Both our stores and Customer Service Team will need an item number/product code to confirm availability.

4. Can I modify or cancel my order?

Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.

ORDER STATUS

1. How do I check on the status of my order?
• You may view the status of your order by logging into your Forever 21 account and clicking on Past Orders. Check your order status with your order number and email address.
• Click on Track Order at the footer of the page. Make sure to have order # and email address available.
• Confirmations are sent via email within 30 minutes when Your order has been received or Your shipment has been processed, based on the valid email address provided to us.
• If you did not receive any confirmation emails, please check your email spam filter.
• Select Forever21.com as a trusted website domain in your spam filter.
• To avoid any duplicate orders, please go to MY ACCOUNT to verify your order has beenplaced before resubmitting your order.
• Please allow 24 to 48 hours for your order status to change.

1. Why was my order cancelled?
• If your order has been canceled, please contact your financial institution to verify your payment method
• Item you placed the order could be unavailable due system error, product unavailability from brand, double order at the same time, color change or many other reasons not within the control hands of WH Sri Lanka.
• If you still need assistance, please contact us.

SHIPPING

1. How long will my Delivery Take? What happens if my delivery is late?

Information about delivery times and how to track your order is available in our Delivery section. We will make every effort to deliver your order within the estimated timeframe. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays, adverse weather conditions, or higher-than-anticipated demand. Please note, during particularly busy periods, such as a sale, orders may take a little longer to get to you.

2. What are your Delivery Charges?

Locally

• All island delivery - 360 RS

Overseas

• International Orders are subject to shipping fees which include handling and packing feesas well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the package. We advise you to group your items in one order. We cannot group two distinct orders placed at separate times and shipping fees will apply to each of them separately. Your package will be dispatched at your own risk, but special care is taken to pack and protect fragile objects.
3. Are you offering In-Store Pick Up?

Yes, you may place an order online and pick it up from 79 Dharmapala Mawatha, Colombo 7. Please ensure you bring a copy of the emailed order receipt and a screenshot of the payment receipt.

4. Do you offer next day Delivery?

Yes, only within Colombo 1 – 15 and Colombo Suburbs at an extra Cost.

5. How do I track my Order?

you can go into My Account first, Select My Orders and Then click Track Order option.