Shipping/Pick Up
How long will my order take to arrive?
All orders placed at least 2 days before your desired "Receive by" date are guaranteed to reach you on time. For more urgent or same-day rentals, we recommend opting for pick up at our NYC showroom.
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How much is shipping?
At this time, standard and express shipping is free!

Where will my order ship from?
We're based in New York City <3

How does NYC pick up work?
We offer free NYC pick up from our showroom located at 32 Bridge St, Brooklyn, NY 11201. At checkout, select pick up as your shipping preference and we will send over email confirmation when your order is ready for you (typically within 1 business day).

Rental
Will I be charged for rental return shipping?
At this time, rental shipping both ways is completely free.

Can I extend my rental?
If you'd like to keep your rental for longer than your initial rentral duration, please get in touch with us at contact@thehauteline.com with subject line "Rental Extension".

Can I purchase my rental?
Yes, you can! Please email contact@thehauteline.com for assistance on purchasing a rental.

Should I wash my rental?
No, please return all rentals unwashed. We take care of the cleaning in house!

How do I return my rental?
Please use the return label included in your package and return it to your nearest USPS dropoff point, or schedule a showroom dropoff here

What happens if I damage or lose an item?
We know great clothes are meant to be lived in, and unfortunately damage or loss can happen. If items are returned to us in damaged condition or reported lost (not returned over 15 days after your selected Return by date), we will have to charge your original payment method up to 90% of retail price of the rented item. We don't want to have to do this, so please do your best to treat rented items with care.

What can I do to ensure I'm not charged for damage or loss?
Please ensure items are returned to us with no hard-to-budge stains. Take extra care to ensure there are no rips, tears, or missing parts in your return, and send it back or or before your return date.

What if I return my rental later than my Return By date?
Customers will be charged a late fee of $40 per day for each day the rented item is returned after the agreed-upon rental period. Late fees will continue to accrue until the total late fee amount equals the full retail price of the rented item or the item is returned, whichever comes first.

Can I return a rental for a refund?
Due to the time-sensitive nature of rentals, we cannot refund rentals at this time. For sizing questions and further assistance, please email contact@thehauteline.com - we'd love to help!

Used
Can I return used pieces?
We accept returns of used pieces postmarked within 10 days from delivery. All returns must arrive unworn and with all tags attached. Returns in unworn condition will receive a full refund (minus restocking fee) to your original payment method. At this time, we charge an $8 restocking fee for returns. Please email contact@thehauteline.com for a return label and we will get back to you within 24 hours.

What does the condition scale mean?
All of our used items are measured on a condition scale that indicates how used or worn an item is.
Pristine - like new, no damage, barely worn
Excellent - no damage, barely worn
Very Good - no damage, light signs of wear
Good - no damage, moderate signs of wear
Fair - some damage and/or heavy signs of wear

Sustainability
What are Hauteline's sustainability practices?
At our core, we exist to make great fashion better for the planet. We offer a variety of circular fashion options to encourage clothing reuse and longevity. We choose lightweight and reusable packaging when we can to reduce shipping weight and emissions, and to amplify our efforts to keep products and packaging in use for as long as possible.
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How does Hauteline give back?
Though we are small, we're starting off on the right foot. We're committed to donating 1% of profits to Carbon180, a 501(c)(3) charitable organization working towards the ambitious goal to build a prosperous, carbon-conscious economy that removes more carbon from the atmosphere than we emit.

General
When will you stock more pieces in my size?
We're obsessed with giving you the best in fashion and we apologize for our limited sizing at the moment! We know we still have lots of room for improvement in stocking a range of sizes, and as a small business we're constantly working to expand our catalog to become more size inclusive. We're working on it - please check back frequently for updates! If there's a specific piece or item you'd like to see in your size, we'd love if you would let us know. Thank you for your understanding <3

Have a question we haven't answered yet? Please email us at contact@thehauteline.com and we'll get back to you shortly.