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

You are welcome to return unworn, full-price items in exchange for store credit. Store credit doesn't expire and can be used on any item.

  • If you live in New Zealand, it is free to return your full-priced items
  • If you live outside of New Zealand, return shipping is at your cost
  • Shipping costs for the new item/s is at your cost

Making an exchange 

Items you can exchange

  • You can exchange full-price items, within 10 days of receiving your order
  • Items must be unworn and unwashed, with original tags and labels attached
  • If you order a maternity bra + brief set, the set can only be exchanged if the sealed underwear package is unopened. Please try on the bra to check size BEFORE opening the underwear. 

Items that can't be exchanged 

  • Sorry, but we aren't able to accept sale items, Silverette Nursing Cups, or gift vouchers for exchange. 
  • Due to hygiene reasons, we don't accept exchanges on underwear. If you order a maternity bra + brief set, the set can only be exchanged if the sealed underwear package is unopened.

How do I send my return items?

New Zealand customers

  • Once your request is approved, you'll receive an email with a returns label and shipping instructions 
  • The item will be collected from your door (or letterbox!) by Post Haste 

International customers 

  • Once your request is approved, please courier your items to us via tracked courier at 67a Coates Ave, Orakei, Auckland 1071

    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 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)
    • If you choose a refund, this will be refunded to the credit card used at checkout