Returns and Exchanges

Returns and exchanges

We want to make shopping with us as easy and fun as possible. Please see below for our returns and exchanges policy. When you shop with us, you are accepting the following terms and conditions.

Exchanges 

If you live in New Zealand, it is free to return your full-priced items in exchange for a different size, colour, style or store credit. 

  • Items must be unworn and unwashed, with original tags and labels attached 
  • Items must be sent back within 10 days from the day your order arrives 

Exchanges process 

  • Please contact us at hello@closetotheheart.co.nz to initiate an exchange
  • You will receive an email from Go Sweet Spot with pre-paid courier label attached to the email
  • You'll need to print the label and fix it to a courier bag (we suggest holding onto the courier bag your order arrived in).
  • You'll need to click the link in the email to arrange courier pick-up from your home, or drop the parcel off at your nearest Post Haste depot 
  • If you live rurally, you will need to drop the parcel at your nearest Post Haste agent 
  • Once we receive your return, we will issue you a store credit via email
  • You can then use your store credit to purchase your prefered item 

Please note 

  • We will cover the cost of shipping your returned items to us
  • Shipping for the replacement item is at your expense  

Exchanging sale items 

  • Sale items can be exchanged for a different size or style, or a credit note
  • If you would like to exchange a sale item, return shipping is at your expense 

Store credit 

  • Store credits are issued via email, in the form of a unique discount code which can be entered at checkout
  • Store credits have no expiration date and can be used on any item
  • Store credits cannot be used to purchase gift cards

 

International customers 

Customers outside of New Zealand are welcome to return full-priced items in exchange for a different size, colour, style or store credit. 

  • Items must be unworn and unwashed, with original tags and labels attached 
  • Items must be sent back within 20 days from the day your order arrives
  • Once we receive your item, you will be issued a credit note, which you can use to purchase your prefered item

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