Returns Policy

Important Facts:

Things to Note when returning.

* SALE ITEMS ARE NOT ELIGIBLE FOR RETURN & WILL BE RETURNED TO SENDER. Items purchased with a discount code or at a sale rate cannot be returned as a discount is an item on sale. The item is no longer full price & is deemed on sale.

* Custom made orders by ETC are not Eligible for a return/exchange as these are custom made for you. Please check our sizing chart for you to purchase the correct size.

* 30 Days to return. After 30 days item is not valid for return.

* You have 7 days from date of delivery to notify us of any faults, please email to send photos of fault.

*Item needs to be in NEW & UNUSED condition, no make up, marks, dirt or stains, no smells (ie; perfume, dog, house, coffee) and the item has not been worn longer than just to try on, ie all day. No Pet Hair or fluff. If the item has any of the following it will be denied and sent back to you. 

*Do not stuff the item into the smallest possible bag you can, AND DO NOT send it back to us using the etc bag as the courier bag - this has air holes & can get wet- this can ruin the item. Please respect the clothing. 

* Please fold the item & place it in its original packing bag (not the courier bag) along with all of the tags attached. No tags = No Return. 

* Hats, Beanies & Masks are not eligible for return due to hygiene reasons.

Other enquires please email Returns Team =

By purchasing from ETC Clothing you are agreeing to the following policy.

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. 

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.

We do not accept returns for swaps of styles.  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.

Faulty Items:

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 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.

Non-Returnable items:

Gift card

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

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. 

Sale items

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.


We only replace items if they are defective or damaged. Due to stock demand we cannot exchange items for a different style. We offer Store credit. If you need to exchange it for the same item, send us an email at and send your item to:

ETC Returns Warehouse

4/143 Maui Street




New Zealand 

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

4/143 Maui Street




New Zealand 

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.


My Secret Message Accessorys Returns Policy:

RETURNS POLICY My Secret Message

We want you to feel 100% satisfied with your new My Secret Message purchase. Therefore, we are happy to exchange or refund (full priced items only) any part of your order that you are not satisfied with. -

You can return any full price item within 7 working days, no questions asked.

All purchases on SALE ITEMS are Final.
Sale items sent back for a refund, will be returned unprocessed.

For Full Priced Items:

  • The item/s must be unworn, in as new condition. As new condition is at the sole discretion of My Secret Message.

  • You must provide a copy of your receipt

  • You must notify us within 48 hours of receiving your order if there is a fault and you wish to return it. Please ensure you email us photos of this prior to returning the item

  • Orders placed on Saturday and Sunday will be actioned on Monday.

Return postage must be paid for by the customer. Please ensure adequate postage is attached. We also recommend you send your return back via a trackable method of postage, as we will not be responsible for lost or missing parcels, and all goods are your responsibility until they reach us.

My Secret Message does its best to ensure that all customers receive top quality merchandise. However, if you believe that your item is faulty, or different from the description provided on the website, please contact us by email and we will work to resolve the issue as quickly as possible.

Approved refunds will be credited in the same way they were originally paid.

Please send your returned goods to (if sending within New Zealand):

My Secret Message PO BOX 13
Te Kauwhata 3741 NEW ZEALAND

Consent by using this website, you are agreeing to My Secret Message returns policies and T&C