Returns Policy applicable to orders made on and before 31 Oct 2026

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

 

Returns Policy applicable to orders made on and after 1 Nov 2026

Returns & Exchanges Policy

Effective for purchases made on or after 1 November 2026

Please read our Returns & Exchanges Policy before purchasing. By completing a purchase with Close to the Heart, you acknowledge that you have been given the opportunity to read and understand this policy and agree to its terms, subject to your rights under applicable consumer law.

This policy applies to online orders and purchases made in person at markets, expos and other events.

We encourage you to check product descriptions, sizing information and fit details carefully before purchasing.

If you have any questions, please contact us at hello@closetotheheart.co.nz.

For eligible New Zealand online returns and exchanges, please visit our Returns Centre.

International customers must contact us by email before arranging any return.

1. Change-of-Mind Returns & Exchanges

We offer exchanges and store credit on eligible items, subject to the conditions below.

We do not offer change-of-mind refunds. This includes situations where an item doesn't fit as expected, doesn't suit your preferences, or you simply change your mind.

Your eligibility for an exchange or store credit depends on whether the item was purchased at full price, on sale, or as Final Sale.

These conditions apply to voluntary returns only and do not affect your rights under the Consumer Guarantees Act 1993 (CGA) or other applicable laws.

Full-Priced Items

Eligible full-priced items may be:

• Exchanged for another size in the same item.

• Exchanged for a different item.

• Returned for store credit.

All eligibility requirements outlined in this policy must be met.

Sale Items

Any item purchased below its recommended retail price (RRP) is considered a sale item. This includes purchases made using discount codes, promotional offers or other price reductions.

Eligible sale items may be exchanged for another size in the same item only, subject to availability.

Sale items cannot be exchanged for a different product or returned for store credit.

If another size is unavailable, a change-of-mind exchange cannot be completed.

Final Sale Items

Items specifically labelled Final Sale at the time of purchase may be exchanged for another size in the same item only, subject to availability.

Final Sale items cannot be exchanged for a different product or returned for store credit.

If another size is unavailable, a change-of-mind exchange cannot be completed.

Where an item is both discounted and labelled Final Sale, the Final Sale conditions take precedence.

All change-of-mind exchanges remain subject to the eligibility requirements and exclusions outlined below.

2. Return & Exchange Eligibility

To qualify for a voluntary return or exchange:

• Your request must be submitted within 10 calendar days of your order being marked as delivered by the courier service. The delivery date recorded in the courier's tracking information will be used to calculate this period.

• For purchases made in person at markets, expos or other events, the 10-day period begins on the date of purchase.

• Approved returns must be posted within 7 calendar days of approval, unless otherwise agreed with us.

• Items must be absolutely unworn, unwashed, unaltered and in original, resalable condition.

• All original tags and labels must remain attached.

• Original packaging must be included where applicable.

• The item must not fall within any of the exclusions outlined in this policy.

Proof of purchase is required.

We allow one voluntary exchange per original purchased item. Items received through a voluntary exchange are not eligible for further change-of-mind returns or exchanges.

Submitting a request does not automatically guarantee approval. All returns are subject to inspection and confirmation of eligibility.

These deadlines and limitations do not apply to claims or remedies available under applicable consumer law.

Return Eligibility & Inspection

All voluntary returns and exchanges are inspected upon receipt.

We reserve the right to decline returns that do not meet our eligibility requirements, including items showing signs of:

• Wear, washing or alteration.

• Makeup, deodorant marks, stains or other soiling.

• Perfume, body odour, smoke or other noticeable odours.

• Pet hair or other contamination.

• Damage or missing original tags, labels or applicable packaging.

Items that do not meet these requirements will not be eligible for exchange or store credit.

If a return is declined following inspection, we will contact you to arrange for the item to be returned to you at your expense.

These inspection conditions relate to voluntary returns only and do not limit your statutory rights.

3. Non-Returnable Items

For hygiene reasons, the following items are not eligible for voluntary returns or exchanges:

• Underwear, including briefs and other underwear items.

• Sets or multipacks containing underwear, including any other garments sold as part of those sets.

• Swimwear, including one-piece swimsuits and bikinis.

These exclusions apply regardless of whether an item was purchased at full price, on sale or as Final Sale.

They do not affect your rights where an item is faulty or otherwise fails to meet applicable consumer guarantees.

4. Sets & Multipacks

Sets and multipacks must be returned or exchanged as a complete set.

Every item within the set must be absolutely unworn, unwashed and in original, resalable condition, with original tags and applicable packaging.

Individual items within a set or multipack cannot be returned or exchanged separately for change-of-mind reasons.

If any item within a set or multipack fails to meet the eligibility requirements, the entire set will be ineligible for a voluntary return or exchange.

Sets containing underwear are excluded from voluntary returns and exchanges entirely.

5. Exchange Pricing & Availability

All exchanges are subject to stock availability.

Replacement items are not reserved until the exchange has been approved and availability confirmed. If the requested item becomes unavailable, we will contact you to discuss the options permitted under this policy.

For eligible full-priced items exchanged for a different product:

• If the replacement item costs more, you must pay the difference before it is dispatched.

• If the replacement item costs less, the remaining value will be issued as store credit.

• Discounts or promotional offers applied to the original purchase do not automatically transfer to the replacement item.

For sale and Final Sale items, exchanges are limited to another size of the same item. Any applicable price difference will be confirmed before proceeding.

Any shipping charges for exchanges are payable separately, as outlined below.

6. Shipping Costs

New Zealand Orders

For voluntary returns and exchanges:

• Return shipping: Customers are responsible for the cost of returning items to us.

• Exchange shipping: Customers are responsible for the cost of shipping exchanged items to them, at the applicable rate published on our Shipping Information page when the exchange is processed.

• Store credit: Original shipping charges are not refunded for change-of-mind returns. Shipping on subsequent orders is payable by the customer.

Exchange shipping charges must be paid before replacement items are dispatched.

We recommend using a tracked courier service. Customers are responsible for ensuring voluntary returns reach us safely.

International Orders

All international returns and exchanges must be arranged by emailing hello@closetotheheart.co.nz before sending any items back.

Please include your order number and details of the items you wish to return or exchange.

For international voluntary returns and exchanges, all freight costs are the customer's responsibility, including:

• Shipping the original item back to us.

• Shipping the exchanged item to you.

• Any applicable customs duties, taxes or import fees.

Shipping costs must be confirmed and paid before exchanged items are dispatched.

All other eligibility requirements and exclusions in this policy also apply to international purchases.

Faulty Items

Where an item is faulty or does not meet applicable consumer guarantees, reasonable shipping costs will be handled in accordance with the CGA and any other applicable laws.

Please contact us before sending a potentially faulty item back so we can provide appropriate instructions.

7. How to Request a Return or Exchange

For New Zealand online purchases:

1. Visit our Returns Centre.

2. Enter your order number and email address.

3. Select the item(s) you wish to return or exchange.

4. Submit your request for review.

5. Wait for confirmation and return instructions before sending any items back.

Submitting a return or exchange request through our Returns Centre does not guarantee that your request will be accepted.

All requests are subject to the eligibility requirements, conditions and exclusions outlined in this policy.

An automated acknowledgement, return request number or confirmation that your request has been received does not constitute approval of a return or exchange.

Even where a request has been approved for an item to be sent back, final acceptance remains subject to inspection of the returned item to ensure it meets all applicable requirements.

Approved returns must be posted within 7 calendar days of approval, unless otherwise agreed with us.

International customers and customers who purchased at markets, expos or other in-person events must email hello@closetotheheart.co.nz to arrange their return or exchange.

Please do not send items back without receiving return instructions.

Once your return has been received, inspected and accepted, we will process the applicable exchange or store credit, subject to payment of any outstanding charges.

These conditions apply to voluntary returns and exchanges and do not limit your rights under applicable consumer law.

8. Store Credit

Store credit is available for eligible full-priced change-of-mind returns and certain price differences on approved exchanges.

• Store credit is issued once we have received, inspected and approved your return.

• Store credit does not expire.

• Store credit can be used towards purchases from our website.

• Store credit cannot be used to pay shipping costs.

• Store credit cannot be redeemed for cash, except where required by law.

Store credit is a voluntary change-of-mind remedy and does not replace any refund or other remedy you may be entitled to under applicable consumer law.

9. Fit, Sizing & Product Suitability

We understand that every body is different and that finding the right fit can sometimes be tricky.

We provide product descriptions, images, sizing information and fit details to help you make an informed decision before purchasing.

Differences in body shape, proportions, breast shape, preferred coverage or personal fit preferences do not, on their own, mean that an item is faulty.

For example, a bra's neckline, cup coverage or cut may suit some body shapes better than others. Where an item is made as described and meets applicable consumer guarantees, a style that does not suit your individual shape or preferred fit is not automatically considered faulty.

However, if an item has a genuine manufacturing defect, is materially inconsistent with its description or sizing information, or otherwise fails to meet an applicable consumer guarantee, your statutory rights still apply.

If you're unsure about sizing or fit, we encourage you to contact us before purchasing.

10. Faulty or Damaged Items

If you believe an item is faulty, please contact us at hello@closetotheheart.co.nz as soon as reasonably possible.

Where possible, please provide:

• Your order number or proof of purchase.

• A description of the issue and when you noticed it.

• Clear photographs showing the fault.

Please contact us before arranging repairs independently, so we have an opportunity to assess the issue and arrange an appropriate remedy.

Minor Faults

Where an item has a fault that can be remedied, we may arrange a repair, replacement or refund as permitted under the CGA.

Where a repair is appropriate, we may arrange or cover the reasonable cost of having the item repaired locally within a reasonable time.

Substantial Faults

Where an item has a substantial failure under the CGA, you may be entitled to reject the item and choose a refund or a replacement of the same type and similar value, where reasonably available.

Other remedies may apply depending on the circumstances.

Where a refund is required by law, it will be provided in accordance with your statutory rights, rather than being restricted to store credit.

Items Sold With Disclosed Faults

Some items may be sold with a specific fault or imperfection that is clearly disclosed before purchase.

A clearly disclosed fault will be taken into account when assessing whether the item meets the applicable consumer guarantees.

Your rights in relation to other faults or failures under applicable consumer law remain unaffected.

Returning Faulty Items

Where a return is required for a genuine fault or failure to meet applicable consumer guarantees, we will cover reasonable return shipping costs and other costs where required by law.

We will provide instructions and, where appropriate, a prepaid courier label.

Customers may be asked to arrange courier collection or drop their parcel at a nominated courier depot.

11. Your Rights Under New Zealand Law

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable law.

Our change-of-mind restrictions, including those relating to sale items, Final Sale items, underwear, swimwear, sets, exchange limits and return deadlines, do not override your statutory rights.

For international customers, any applicable mandatory consumer protections also remain unaffected.

If you have any questions about our Returns & Exchanges Policy, please contact us at hello@closetotheheart.co.nz.

Close to the Heart
www.closetotheheart.co.nz