Returns and Exchanges

Returns and Exchanges

Please read our returns and exchanges policy before placing an order. If you have any questions, please contact us at hello@closetotheheart.co.nz. 

Would you like to make an exchange? Click here to request an exchange via our returns centre.

 

Exchanging full-price items

We welcome return of full-price items in exchange for a different size in the same item, or for store credit.

  • Return postage is at your cost
  • If you are exchanging an item, we'll cover shipping of the new item
  • If you are returning for store credit, shipping will be charged additionally when you use your store credit

Items eligible for exchange 

  • Items must be unworn and unwashed, with original tags and labels attached
  • Items must be returned within 10 days of receiving your order
  • Sale items are final and can't be exchanged

Making an exchange 

  • Visit our returns centre
  • Enter your order number and email address to start
  • Select the items you wish to return
  • Select the items you wish to exchange for
  • Follow the instructions to send back your return
  • Your new order will be sent once we have received your return

About store credit 

  • If you choose to exchange for store credit, you will receive your credit once we have received your return.
  • Store credit won't expire and can be used on any item.
  • Store credit can't be used towards shipping costs.  

Faulty items

If you have received an item that has a manufacturing fault, please contact us straight away at hello@closetotheheart.co.nz. 

  • If possible, please provide photos and an explanation of the fault
  • If the fault is minor and can be repaired, we will cover the costs for you to have the item repaired locally
  • If the fault is substantial and can't be fixed, you can choose to have the item replaced or refunded
  • We will cover the costs of returning the faulty item to us (we will email you a pre-paid courier label)
  • You will need to arrange courier pick-up via the URL on the label, or drop the parcel at your nearest Post Haste depot
  • If you choose a refund, this will be refunded to the credit card used at checkout