Will I be charged for rental return shipping?
Prepaid UPS return labels are included with all rental orders, unless in-store return is selected.

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

Can I purchase my rental?
If you are interested in purchasing a rental, please email hotline@hauteline.com and we will assist you with next steps.

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

How do I return my rental?
Please use the prepaid return label included in the clear label panel on your package and return it to your nearest UPS drop off point, or drop off at our NYC store (95 Orchard St).

I lost my UPS return label. Where should I send my rental return?
Email us at hotline@hauteline.com and we will send your label to you. If you purchase your own return label, please address all UPS returns to:
Hauteline
118A Orchard St PMB 320
New York, NY 10002-4951

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. Damage includes but is not limited to stains, rips, tears, and alterations that affect the usability or marketability of the item, or otherwise at our discretion.

If items are returned to us in damaged condition or reported lost (not returned over 15 days after your selected Return by date), reverse the right to charge your original payment method up to 100% of retail price of the rented item. We really 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 on or before your return date. Once an order is marked as delivered by the carrier, Hauteline is no longer responsible for the package. Customers are responsible for ensuring the safe and timely receipt of deliveries at the provided shipping address.

What if I return my rental later than my return by date?
Late fees are prorated per day based on your original rental period:

4-day rental: charged at 1/4 of the rental price per late day, 8-day rental: charged at 1/8 of the rental price per late day, 16-day rental: charged at 1/16 of the rental price per late day, etc.

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 cancel a rental for a refund?
Cancelation requests made at least 7 days before a rental’s start date can be accommodated with a full refund, minus a $8 restocking fee. Cancellation requests made less than 7 days before a rental’s start date are subject to a full refund in store credit, minus a $8 restocking fee.

Rentals cancelled after shipment dispatch are strictly non-refundable. 

For sizing questions and further assistance, please email info@hauteline.com—we'd love to help!

What if my rental doesn't fit?  Email us at hotline@hauteline.com and return your *unworn* rental within 24 hours of receiving for a 50% fit refund.

We want to make sure you get the best piece for your measurements! For sizing questions and further assistance, please email hotline@hauteline.com—we'd love to help!

Can I exchange a rental for a different size?
Due to the time-sensitive nature of rentals, we cannot exchange rentals without Perfect Fit Insurance at this time. For added security, select Perfect Fit Insurance at checkout to receive a complimentary replacement size or item. Subject to item availability, we'll deliver a replacement size or item of your choice within 2 business days.

For sizing questions and further assistance, please email—we'd love to help!

Can I cancel a rental?
Cancellation requests made at least 7 days before a rental’s start date can be accommodated with a full refund. Requests made less than 7 days before a rental’s start date are non-refundable. Please write to us for assistance at info@hauteline.com

When should I select my rental start date?
If your order requires shipping, we recommend selecting a start date 1-2 days before your event. For NYC rentals, we can accommodate same or next day orders.

Can I cancel a rental for a refund?
Cancellation requests made at least 7 days before a rental’s start date can be accommodated with a full refund, minus a $8 restocking fee. Cancellation requests made less than 7 days before a rental’s start date are subject to a full refund in store credit, minus a $8 restocking fee.

Rentals cancelled after shipment dispatch or 24 hours before pickup date are strictly non-refundable. 

For sizing questions and further assistance, please email info@hauteline.com - we'd love to help!

Can get a refund on my purchase?
Online and in-store final sale purchases are strictly non-refundable. 

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

When should I select my rental start date?
If your order requires shipping, we recommend selecting a start date 1-2 days before your event. For NYC rentals, we can accommodate same or next day orders.

What is a card hold and why do you place one?
To keep our pieces in great condition and available for everyone, we place a temporary hold on your card for rare cases like extreme damage, theft/loss, or non-return. You won't be charged unless there's an issue — the hold is simply a security measure that releases automatically once your rental is returned on time and in good condition. We'll always reach out before any charge is made.

How much is the card hold?
The hold is free. Your bank simply reserves the funds temporarily and releases them upon return.

When is the card hold released?
The hold is released once we receive and inspect your returned item(s). This typically happens within 1–3 business days of return.

What happens if an item is damaged, lost, or not returned?
In the rare case of damage, loss, or late return, we may charge some or all of the item(s) retail value to cover repair or replacement costs. We'll always reach out before any charge is made.

What is Perfect Fit Insurance?
Perfect Fit Insurance is an optional add-on that covers you if an item doesn't fit quite right! If your size isn't working, email us at hotline@hauteline.com within 24 hours of receiving your order to be eligible for a replacement. Subject to item availability, we'll deliver a replacement size or item of your choice within 2 business days.

Please note we do not deliver on Saturdays or Sundays, so plan accordingly if your event falls over the weekend. We highly recommend starting your rental 2–3 days before you need it.

What if the replacement size I need isn't available?
Replacements are subject to inventory availability at the time of your request. If your preferred size or a suitable alternative isn't available, we'll work with you to find the best solution or issue you a full refund minus the cost of insurance. Email hotline@hauteline.com as early as possible — the sooner we hear from you, the more options we'll have!

How do I request a replacement under Perfect Fit Insurance?
Email hotline@hauteline.com within 24 hours of receiving your order. Include your order number and the intended replacement(s). Requests made outside the 24-hour delivery window are not eligible for a replacement.

Perfect Fit Insurance is intended for genuine fit issues only. If the original item that needed replacement also shows signs of wear, we reserve the right to charge the full rental price for the replacement. This helps us keep our community fair and our inventory beautiful for everyone.

When will my replacement arrive?
Approved replacements are delivered within 2 business days. Please note that we do not deliver on Saturdays or Sundays — for example, a request approved on a Friday would arrive by Tuesday at the earliest.

How do I return my replacement?
Both the original item and the replacement must be returned together in the same return shipment at the end of your rental period. Please use the return label and reusable mailer provided with your original order to return all items together.

Is Perfect Fit Insurance refundable?
Perfect Fit Insurance is non-refundable once your order has been placed, as it is an active service attached to your rental.

Do I have to add Perfect Fit Insurance?
No — it's completely optional. However, given the time-sensitive nature of rentals, we highly recommend it for peace of mind, especially for important events.

Do I need to book an appointment to try-on?
No! Our storefront is open 6-days a week for your convenience. Come anytime during our store hours and we'd be happy to assist!

When and where?
We are located at 95 Orchard St. in NYC, 11am-7pm, everyday except Tuesdays!

Will you have the piece I'm looking at in store?
We have our full rental collection available in store—if the item and size is not crossed out on the calendar for the day you want to come in, chances are it will be there! Just ask the store associate for the item/size and they will gladly help you out!

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.

Could you add this piece/designer to your collection?
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 at info@hauteline.com. Thank you <3

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