Welcome to Our Help Page
We are always learning about our customers needs and made it easy to find the answers you’re looking for.
Our FAQ is grouped into four categories: Ordering, Shipping, Returns and Miscellaneous
- Do you offer Gift Cards?
- Do you offer Gift Services?
- Why should I become a registered user?
- How do I change or cancel an order?
- Will my credit card be charged immediately?
- What are my payment options?
- Are purchases on this website really tax free?
- Is ordering over the internet secure?
- What are your shipping fees?
- What’s the status of my order? How do I track my order?
- How do I know that my order has been shipped?
- When will my order be shipped? When will it arrive?
- What’s the difference between “Order Date” and “Ship Date”?
- What countries do you ship to? How long does it take to deliver?
- Do you ship to PO boxes or APO/FPO addresses?
- If I send my package as a gift, will the recipient receive the invoice?
- What is your return/exchange policy?
- Where do I ship my return or exchange?
- When will my credit card be refunded?
- Do you accept international returns?
- Can you tell me when new products or special promotions are available?
- What is the Address Book and how do I use it?
- Why can’t I select the color/size combination I want?
- Is my personal and credit card information safe on your website?
Do you offer Gift Cards?
We do not offer Gift Cards at this time, stay tuned!
Do you offer Gift Services?
7 Haute Rack has the perfect finish for your luxurious gift. Add a Silver or Gold Foil gift box with matching ribbon to any order when you display gift options at checkout. All items will be boxed in a single box. If you need more than one box, we would be happy to help. Please call us directly at 1.888.808.3338.
Why should I become a registered user?
There are multiple reasons to register on our site. You won’t have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. Also, registering makes gift giving simple. Your family and friends’ information can be saved in your Address Book, so you avoid typing in their information each time you send a gift.
How do I change or cancel an order?
You can cancel an order you recently completed by logging in and clicking “cancel order.” If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible.
Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we’ll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we’ve charged your credit card.
What are my payment options?
We accept Visa, Mastercard, American Express, Discover, and PayPal.
Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the states of California.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
What are your shipping fees?
FREE SHIPPING ON ALL ORDERS AND EASY RETURNS. NO HASSLE.
We want you to be happy with your purchase! For all full priced US orders, we will send you via email a prepaid shipping label to use for your eligible returns.
Free shipping offer valid on orders shipped in the continental United States and applies to ground shipping orders only. If you choose 2 Day or Overnight Shipping, regular charges will apply. Previous purchases are not eligible for adjustments.
To participate, simply add merchandise to your shopping cart and Free Ground Shipping will automatically be applied. You must select the “Ground Shipping” option to receive the free shipping option.
What’s the status of my order? How do I track my order?
Once you have placed an order, you can track it at any time. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online.
When will my order be shipped? When will it arrive?
For Monday – Thursday orders: Expedited orders made Monday – Thursday must be placed by 12:00 pm PST to guarantee timely shipping. Ground orders placed Monday – Thursday will ship within 3 business days of being placed.
For Friday orders: Expedited orders made Friday must be placed by 12:00 pm PST to guarantee timely shipping.
All ground orders placed on Saturday, Sunday, or on a holiday will be processed within 3 business days.
You will receive an e-mail confirmation once your order has shipped.
The delivery option you have chosen determines when you will receive your order. Prior to checking out, you will see several estimated arrival dates that coincide the option you have selected.
NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.
What’s the difference between “Order Date” and “Ship Date”?
On most websites, “Order Date” and “Ship Date” are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you’ll see an “Estimated Ship Date” on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.
What countries do you ship to? How long does it take to deliver?
This site ships anywhere in the United States and Canada, and to select countries. Please view our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
If I send my package as a gift, will the recipient receive the invoice?
Yes, but there is no pricing on the form. The Gift Message option box appears on the Order Receipt Form, but if you would still like us to remove the form from the package, please contact customer service.
RETURNS & EXCHANGES
What is your return/exchange policy?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused merchandise (original tags attached) may be returned within 30 days of purchase for an exchange or refund. Merchandise returned after 30 days will only be refunded in the form of an online store credit. The value of the refund is determined by the last retail price of the item as marked on this website.
ITEMS MARKED FINAL SALE ARE UNABLE TO BE RETURNED. Gift cards are not eligible for returns, exchanges, or cash value.
Please note: We will only return or exchange items bought at HauteRack.com. Merchandise purchased from other retailers, including department stores or specialty stores must be returned to the store from which it was originally purchased, and is subject to the return policy of the originating retailer.
We will refund shipping charges if the wrong item was sent, or if the item sent was defective.
We will be happy to exchange your full-priced item for another size, free of return shipping costs. Call us at 1.888.808.3338 to start the exchange process. If you are making an exchange because you would like a different style or color, you will be charged the return shipping.
If you are returning a gift you received that was purchased on this website, please call us at 1.888.808.3338 or contact our customer service department. We apologize for any inconvenience this may cause.
We reserve the final approval on all returns and exchanges.
Where do I ship my return or exchange?
Returns will only be accepted with a completed Return Form. Returns must be mailed to the address on the Return Form.
Easy as 1,2,3!
- Fill out the Return Form included in your package, or log into your account and follow the appropriate steps to print another copy. Please make sure to enter a return reason code and place the completed form in the box. Pack and seal your box securely, in the original package if possible.
- Attach the pre-paid, pre-addressed SmartPost Return Label to the outside of the box and place it with your outgoing mail for pickup by the United States Postal Service. If the package is too large for your mail area you may drop it off at the closest United States Post Office or FedEx location. No additional postage required! $4.95 per package will be automatically deducted for the return shipping cost when you use our Return Label. This service is only available in the United States. You may also send the merchandise back using any other traceable method, at your expense. We recommend using a carrier who will provide a tracking number to ensure your package does not get lost. Packages must be returned prepaid. We do not accept COD.
- Your refund / credit will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment. Online store credits will be issued via email.
When will my credit card be refunded?
Once your package has been received, your refund / credit will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card’s next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Do you accept international returns?
International customers may return merchandise by any traceable method at their own expense. We recommend using a carrier who will provide a tracking number to ensure your package does not get lost. Packages must be returned prepaid. We do not accept COD.
Pre-addressed SmartPost Return Labels are only honored by FedEx and the United States Postal Service.
Can you tell me when new products or special promotions are available?
Yes. If you love Haute Rack but hate searching for the latest online promotions, discounts and coupon codes, we completely understand. Simply sign up for our mailing list and receive the most up-to-date information on all our current promotions, sales and special announcements.
What is the Address Book and how do I use it?
Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don’t have to search for his/her address…we’ll hold on to it for you! Update your address book.
Why can’t I select the color/size combination I want?
It is possible that the color and size combination you want is not in stock. We do offer an email service to notify you when inventory of the product you would like to purchase becomes available. The feature is called “Can’t Find Your Size?” and is a link to the right of the sizes listed on each product page. You can also email our customer service department to inquire about item availability.
Is my personal and credit card information safe on your website?
Yes. We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
View our size charts for women.