Order & Payment.

What are my payment options at the online boutique?

We accept the following type of credit cards: Visa, Mastercard, American Express, Discover and other major international credit cards. You can also make your purchase via PayPal through our website. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match this criterion.

How do I know if an item is available for purchase?

Our inventory tracking system only allows in-stock products to be added to a shopping cart. Out-of-stock items will be clearly stated under item description.

How do I track processing progress for my order?

Once an order is placed, a confirmation email will be sent to your email address with the order number. Another shipment confirmation email will be sent with the merchandise tracking number. In case of additional questions and inquiries, please have your order number ready when contacting customer care by phone.

How do I change or cancel my order?

If an order needs to be changed or cancelled prior to shipping, please contact customer care by phone immediately and be ready to provide your order number for further assistance.  Once an order is shipped, it can no longer be cancelled and the standard returns / exchanges policy apply.

Do you allow pre-order?

We do not allow pre-order via our online boutique, as out-of-stock items cannot be placed in a shopping cart.  If you would like to still place your order or register your interest, please contact Customer Care and we will be happy to assist you further.

Why is my order automatically cancelled?

Occasionally, orders may be automatically cancelled due to the following reasons:

  • Payment cannot be successfully processed
  • Cannot ship the address provided
  • Duplicate order was placed

If your order is cancelled, you will receive another email confirmation the cancellation of your order, which will include a reason for cancellation. You will not be billed for cancelled items. If you wish to place the same order, please contact Customer Care by phone for further assistance.

Shipping & Handling.

Where do you ship your merchandise from? And what locations do you ship to?

We ship our merchandise from New York City and will ship worldwide as long as a valid shipping address is provided.

How long does it take for my order to arrive within the United States?

We offer free shipping to all orders within the United States using USPS Priority Mail, which generally takes 2 – 3 days with the exception of holidays and orders that are placed on Saturdays.

How much do you charge for international shipping?

A flat fee of $25 will be charged for international shipping.

How long would international shipping take?

Shipping time may vary based on your location. All international packages are sent via USPS International Priority Mail. Delivery time ranges from 6-10 business days according to the USPS disclosure.

Return Policy.

What is your general return policy?

All regular priced items may be returned using one of the following options, subject to Return Eligibility:

  • Store credit for the full purchase price (we pick up the tab for return shipping).
  • Full refund minus return shipping cost.

Prior to making a return, a Returns Merchandise Authorization (RMA) must be obtained within 7 days of receiving the merchandise and shipped within 3 days of receiving the RMA.

How do I know if my merchandise is eligible for return?

Return eligible items must be unused, unworn, unwashed and undamaged. All returns must be accompanied by a RMA, which must be obtained within 7 days upon receiving the merchandise. Please return items in their original packaging. All sale items are not eligible for refund or exchange.

How do I obtain a Returns Merchandise Authorization (RMA)?

Please submit your return request to customercare@terracottanewyork.com within 7 days of receiving your product. Within the request, please include the order number, as well as a reason for return. Upon evaluating your request, we will provide a RMA via email, which must be included in the return shipment.

What if I received the wrong item by accident?

If we accidentally shipped the incorrect item to you, you are entitled a full refund, including the original shipping and return shipping costs. Please follow the same steps above to obtain a RMA in order for us to process your return seamlessly. 

Exchange Policy.

How do I know if my item is eligible for an exchange?

All regular priced items may be exchanged granted that the merchandise is unused, unworn, unwashed and undamaged. All sale items are not eligible for refund or exchange.

How do I initiate an exchange?

Please submit your request to obtain a RMA within 7 days of receiving the merchandise and make the return shipping within 3 days of receiving the RMA. We’ll cover the cost of return shipping, but you’ll be charged for the shipment of the exchanged merchandise.

Retail Locations.

Where can I purchase Terracotta New York products?

Our products are currently available for purchase through our online boutique at www.terracottanewyork.com. We are working hard on bringing our products to a department store or luxury boutique near you. Please stay tuned for additional locations.

Do you have sample sales?

We actively participate in fashion weeks and trunk shows both within the United States and Abroad. Please join our email list for upcoming events.

How do I join the email list?

To join our email list, please Click Here.

Product Care.

Scarf care

All Terracotta scarves are made of 100% silk in Italy with hand-hemmed borders. We highly recommend dry-cleaning to preserve its original shape and luster. When not in use, scarf can be stored in the accompanying satin pouch for safe-keeping.

Neck tie and bow tie care

Terracotta neck ties and bow ties are hand-made in the heart of Manhattan. We highly recommend dry-cleaning to preserve its original shape and texture. When not in use, neckwear can be rolled up and stored in the accompanying satin pouch for safe-keeping.