Customer Care
SIZE & FIT
How do I find my size?
Size guides and fit details are available on each product page. For further assistance, email info@hctrnyc.com.
PAYMENTS
What payment methods do you accept?
We accept all major credit cards, PayPal, and Afterpay.
How does Afterpay work?
With Afterpay, split your purchase into four equal payments every two weeks—while still receiving your order on time.
SHIPPING
Do you offer free shipping?
Yes! Complimentary shipping is available on all U.S. orders over $300. Orders under $300 ship for a flat rate of $15.
How long does shipping take?
Orders typically ship within 1-2 business days. You’ll receive an email confirmation with tracking once your order is on its way.
Where do you ship from?
All items ship from the New York.
Do you charge sales tax?
New York customers will see applicable local taxes added at checkout.
RETURNS & EXCHANGES
What is your return policy?
We accept returns within 14 days of delivery. Items must be unworn, unwashed, and in original condition with tags attached.
Are pre-orders or made-to-order items returnable?
Pre-orders and made-to-order items are final sale. However, pre-orders may be returned for store credit within 14 days of delivery.
Is there a return shipping fee?
Yes—a $25 flat-rate return shipping fee will be deducted from your refund. As a growing independent brand, we’re working toward offering more accessible return options in the future. We appreciate your support as we grow.
How do I start a return?
Email info@hctrnyc.com with your order number and photos of the item (front & back).
Once approved, you’ll receive a prepaid return label and packing slip.
Place your item and the packing slip inside your package.
Securely affix the return label and drop it off at your nearest courier location.
Do you offer exchanges?
At this time, we do not offer exchanges. If you’d like a different size or style, we recommend placing a new order.
Do you accept all returns?
Returns are accepted at the sole discretion of hctrnyc.com. If an item does not meet our return criteria (e.g., worn, washed, or without tags), we reserve the right to deny the return and send the item back to the customer.
PRE-ORDERS
What is a pre-order?
Pre-ordering allows you to secure pieces ahead of their official release. These items are not yet in stock and will ship once production is complete.
When will my pre-order ship?
Estimated shipping timeline: 4-6 weeks from purchase date (subject to change based on production timelines).
Can I return a pre-ordered item?
Pre-ordered items are eligible for store credit only if returned within 14 days of delivery.
REFUNDS
How long does it take to process a refund?
Refunds are processed within 7 business days of receiving your return.
Where will my refund be credited?
Refunds are credited to your original payment method.
Are shipping fees refundable?
Original shipping fees are non-refundable. Processing times may vary depending on your bank.
What if my return is rejected?
If your return does not meet our policy requirements, hctrnyc.com reserves the right to deny the return and have the item sent back to you. Refund eligibility is determined at our discretion.