ETC Clothing return policy is store credit or exchange of size. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a store credit or exchange and your item will be shipped back to you.
To be eligible for a return, your item must be in the original packaging, unused and in the same condition that you received it.
To complete your return, we require a receipt or proof of purchase.
You may return any product, with the exception of sale or discounted items, within 30 days of purchase. Items must be returned unworn, unaltered and unwashed. All original packaging and labelling must be returned also. You may return your item only for an exchange of size, store credit, or because the item is faulty. A new item will be sent out in the correct size or to replace the faulty one if you do not request credit.
Pre - Orders:
By purchasing a PRE - ORDER Item from us you are legally entering into a contract for us to order this item for you. After 7 days 'cooling down' period we do not accept any cancellations for PRE-ORDERS - however please see cancellation fee below for cancellations placed within 7 days.
By offering pre-order in-store and online it enables you to purchase a new season item before it arrives to our stores.
As soon as the pre-order items are delivered to us we immediately package your products and send them to the address you supply us with when placing your order.All products purchased through our pre-order service must be paid for in full.
The delivery times for each item will depend on our manufacture, and we provide only an estimated time for delivery based on information given to us by our suppliers.
We are not able to ever guarantee or specify delivery dates.
We will notify you immediately by email and refund the purchase price of pre-ordered items if stock from our manufacturers become cancelled or limited within production.
PRE ORDER SPECIALS
Same policy as above except with PRE ORDER SPECIAL DISCOUNTED PRICING for limited pre order time - Item is only valid for Return for Size exchange, not credit or swap of style. They are offered at an on SPECIAL rate for this reason, we order them in based on pre order numbers & only very few extras. If you do not want to take this risk, wait until the item has arrived in the country and purchase at full price which enables you to be able to return for size exchange or store credit.
Custom made orders by ETC are not Eligible for a return/exchange as these are custom ordered & made for you. They are hand pressed by us in house & made for you based on the custom piece you select on the website. Please check our sizing chart for you to purchase the correct size allowing for a 1-3cm variance.
We do not accept returns for swaps of styles only sizes. Due to stock demand we do not hold items for people waiting for it to be returned to us. Sale items may not be returned or exchanged unless they are faulty so please do choose carefully. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
Any Faulty item will be replaced or repaired at ETC NZ Clothing’s cost or customer will receive store credit once garment is returned & assessed by our quality management returns team, you have 7 days from date of delivery to notify us of any faults, please email firstname.lastname@example.org to send photos of fault & request a courier ticket.
If you try & repair the faulty item yourself and do not contact us, this defaults your guarantee or any replacement, repair or refund.
If you decide to cancel your order after you have paid, you can do so if the order hasn't already been dispatched. Please contact us immediately with your order number.
Please be aware that for each order cancelled, a 30% cancellation fee applies to the product(s) purchased. If your order has not yet been shipped at the time of cancellation, the shipping fee will be refunded in full.
We are unable to cancel an order which is already in transit with the courier.
If you are unsure on a purchase, please contact our customer care team before purchasing so our team can help answer any questions.
Why Do You Charge A Cancellation Fee?
Each order cancelled is a cost to our business, and take time for our team to process. We are aware that orders may be placed in the heat of the moment, but respectfully ask that orders are placed only when you intend to proceed with the purchase.
Our Customer Care Team are available to help answer any questions you have before making your purchase.
Swimwear & Hats (Due to health & safety and hygiene reasons)
Face Masks (Due to health & safety and hygiene reasons)
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error such as fault in workmanship of garment.
- Any item that is returned more than 30 days after delivery
PLEASE NOTE that for change of mind returns we are under no obligation to give a refund or store credit. We do not have to give you a refund or store credit if:
you decide you don’t want the goods
you have something else from another store and no longer want this item
you bought something for someone else that they don’t like or already have
you bought clothes that don’t fit
you bought something that doesn’t match what you already have
Exchanging size for same style:
An email will be sent to notify you once we receive your return. We will inspect the return and notify you of the approval or rejection of your size exchange via email. On approval, your item will be sent back in the return bag you provided & tracking number will be sent through to you via email once it has been sent. If however we do not have the size you want to exchange in stock, we will issue a store credit.
Store Credit (if applicable)
An email will be sent to notify you once we receive your return. We will inspect the return and notify you of the approval or rejection of your store credit via email. On approval, your credit will be uploaded to your account or if an account is not possessed, your credit will be sent to you through a voucher via email.
Please NOTE: Store credit code EXPIRE 1 year after issue & cannot be exchanged for cash.
Your code will not cover shipping, as the store credit is for items only & shipping is classed as seperate cost.
Only full priced items may be returned for store credit. Sales items are excluded from returns & exchanges. Your item will be shipped back to you if you send us a sale item.
Items purchased with a discount code cannot be returned as a discount is an item on sale. The item is no longer full price & is deemed on sale.
Exchanges on Sale items
We only exchange sale items if they are defective or damaged.
ETC Clothing Returns
11 Jew Road
Shipping is not credited.
- If exchanging for a different size,
Upon receiving the product in its original condition and packaging and you do not fit it, send it back to us and we can either exchange/deliver the correct size to you (make sure you send a self addressed bag back so we can get to your item!), provided the requested size is available, otherwise we will offer you a credit note for the amount you paid for the product.
PLEASE NOTE that for change of mind returns we are under no obligation to give a refund. We do not have to give you a refund if:
- If you have received a wrong/incorrect size or incorrect product than what you ordered,
Upon receiving/viewing the product in its original condition and packaging, we will happily exchange/send you the correct garments (shipping at our cost) or offer you a credit note.
- If you have received a faulty product
If ETC NZ Clothing deems the returned product to be faulty, we will either replace or repair the item at no additional cost, provided it is available, otherwise you will be given a store credit to the amount that the item cost.
In this instance that you receive a faulty item, you can return the item to us which will then be assessed by our quality management team. We will then issue you a replacement, exchange or refund depending on the situation. You have 7 Days
To return your product, mail your product with the original order form to:
ETC Returns Warehouse
ETC Clothing Returns
11 Jew Road
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, the cost of return shipping will be deducted from your store credit.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.