Contact HAUTLINE Customer Care for Authorization
If not completely satisfied, you may exchange items or receive a store credit with our prior authorization, and in accordance with our outlined policies.
To request a Return Authorization Number, you must notify our Customer Care department of issues with your order within 72 hours of delivery.
Most items are eligible for exchange or return to our facility when postmarked within 10 days of Return Authorization Date.
- To be eligible for exchange or return, your item(s) must be unused and in the same condition that you received it.
- The item(s) must be returned in the original packaging, with all tags still attached.
- To process your return, we will require the invoice number from your purchase confirmation email or printed invoice.
- You will be responsible for covering the cost of shipping your return(s).
- Discounted items are final sales, exempt from exchange or return according to policies outlined herein for regular sales.
Sale Exemption
Discounted items purchased below MSRP during seasonal or holiday sales are exempt from exchange or return; all discounted sales are final.
Some goods are final sale, non-returnable, non-exchangeable items regardless of sale price:
- Accessories such as belts, hats, jewelry, scarves, and sunglasses.
- Intimate apparel such as bras, underwear, body shapers, hosiery, leggings, and lingerie.
- All refused, unclaimed, and otherwise undelivered goods returned to us as “undeliverable” by USPS or other service, unless due to internal clerical error.
Additional non-returnable items:
- Gift cards
- Downloadable digital products
Exchanges
- We only exchange or replace items if they are defective or damaged prior to customer receipt of delivery, and we are notified within 72 hours of delivery.
- If you need an exchange for the same item in the same size, send an email to care@hautline.com within 72 hours of package delivery.
- If you seek another size of the same item, follow our standard Return procedure outlined below.
- We encourage everyone to utilize the sizing charts provided within each listing in order to carefully select which items to purchase.
Returns
If authorized, you have 10 days to return eligible items with a 20% restocking fee deducted from the refund amount.
- This fee helps cover labor costs related to the processing and restocking of returned items.
If the package is postmarked more than 10 days from Return Authorization Date, the return is subject to a 30% restocking fee.
Situations where returned item(s) will be denied for refund:
- Items with obvious signs of use
- Items not in their original condition
- Items damaged or missing parts for reasons not due to our error.
Approval Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or denial of your refund, as well as the total amount.
Upon approval, your refund will be processed in the form of credit applied to your store account.
- Store credit has no expiration date and remains available for your use for as long as we remain in business.
- Store credit is non-transferable and is unable to be used for the purchase of gift cards.
- Please note that we can only authorize and approve refunds once per order.
Late or Missing Refunds
If you don’t see the amount of your approved refund credited to your store account, please send an email to care@hautline.com for assistance from our Community Care department.
Late or Missing Packages
For any issues concerning a missing or undelivered package we must be notified within 30 days of order date.
Gifts
- If the item was marked as a gift when purchased and shipped directly to you, you’ll be eligible to receive store credit for your return.
- Once the return is inspected and approved for refund, store credit for the value of your item(s) minus re-stocking fees, will be added to your account.
- If you did not already have an account, one will be provided for you to use when spending your store credit.
Shipping Your Return
- To return your product, please send your item(s) to the mailing address provided by our Customer Care Reps along with your Return Authorization Number.
- You will be responsible for paying the cost of shipping when returning your item(s).
- Shipping costs are non-refundable and non-reimbursable.
- Depending on where you live, the time necessary for your exchanged item(s) to reach you may vary.
- If you are returning more expensive items, you may want to consider using a trackable shipping service or purchasing shipping insurance.
- We cannot guarantee that we will receive your returned item(s) without a tracking number to monitor its route.
Still Need Help?
Contact a HAUTLINE Community Care Representative at care@hautline.com for any questions related to exchanges, returns, or refunds.