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Help & Information

Everything in one place — answers, policies, and how to reach us.

Frequently Asked

How do I find my size?+

Our pieces run true to size; if you're between sizes, size up for a relaxed fit. Measurements are listed on the product page where available.

If you're unsure, email info@holtandcrane.com before you order and we'll help you pick — it's far easier than a return.

When will my order arrive?+

Orders are processed within 1–3 business days. Standard delivery then typically takes 7–13 business days — 8–16 business days in total — and you'll get tracking by email as soon as it ships. Full details are in the Shipping Policy below.

Where do you ship, and how much is shipping?+

We ship across the United States, and shipping is free on every order — no minimum.

How do I track my order?+

As soon as your order ships we email you a tracking link, so you can follow it right to your door.

What's your return policy?+

You have 30 days from the date of purchase — the day you place your order, not the day it arrives — to request a return. Items must be unused, unworn and unwashed, in original condition and packaging with all tags attached.

Please note our delivery estimate is 8–16 business days, so your time with the item after it arrives may be well short of 30 days. Every return must be authorised by us before you ship it — email info@holtandcrane.com with your order number. Full terms in the Return & Refund Policy below.

Do I get my money back?+

Approved returns are issued as store credit, or exchanged for a different size or colour where stock allows. Store credit never expires and is not redeemable for cash.

Refunds to your original payment method are available only where an item arrives damaged, defective, or is not the item you ordered. A change of mind or a fit issue is resolved with store credit or an exchange.

Who pays return shipping?+

You do, unless the return is the result of our error. Original shipping charges are not refunded. Please use a tracked service — we cannot credit a return we do not physically receive.

Packages sent to us without a return authorisation number are refused and returned to you at your cost. Requests sent by phone, social media message or comment are not processed.

Do you offer exchanges?+

Yes — email info@holtandcrane.com with your order number and the size or colour you want, and we'll authorise the exchange if stock allows. One exchange per item, and exchanged items are final.

Exchanges are far easier to avoid than to process, so if you're unsure about size, please ask us before you order.

My order arrived damaged or wrong. What now?+

Email info@holtandcrane.com within 72 hours of delivery with your order number and clear, unedited photos or video of the item and the packaging as it arrived. Please keep everything until we've responded. Where a fault is confirmed we'll replace the item or refund it in full to your original payment method, including return shipping.

What payment methods do you accept?+

All major credit and debit cards, plus the express wallets shown at checkout (Apple Pay, Google Pay and Shop Pay), over an encrypted, secure checkout.

Is checkout secure?+

Yes. Checkout is encrypted and processed through Shopify Payments — we never see or store your card details.

What are your pieces made from?+

Fabric and care details are listed on each product page. We choose materials that hold their shape, travel well, and last beyond a single season.

How often do you add new pieces?+

The collection grows deliberately — we would rather stand behind a piece than list a thousand we have never seen. New arrivals land under New In.

Can I change or cancel my order?+

Email us as soon as possible after ordering. We can usually cancel and fully refund an order before it enters processing. Once it has entered processing or shipped it cannot be cancelled and must be handled as a standard return.

Our Policies

Shipping Policy+

At Holt & Crane, we want your order to reach you smoothly and with no surprises. This Shipping Policy explains how and when we process, ship, and deliver your order. By placing an order with us, you agree to the terms below.

Free shipping

We offer free standard shipping on every order, with no minimum spend. Standard shipping is the only shipping method we offer, and it is free on every order. The price you see at checkout is the price you pay.

Where we ship

We currently ship to addresses within the United States only. We do not ship internationally at this time. If your delivery address is outside the United States, you will not be able to complete checkout.

Order processing

All orders are processed within 1 to 3 business days (Monday to Friday, excluding weekends and public holidays) after your order is placed and payment is confirmed. Orders placed after our daily cut-off, on weekends, or on holidays begin processing the next business day. During peak periods, processing may take slightly longer, and we appreciate your patience.

Delivery times

Once processed and dispatched, standard orders typically arrive within 7 to 13 business days. Total time from order to delivery is therefore usually 8 to 16 business days, depending on your location and any factors outside our control.

Our items are made by manufacturing partners overseas and ship directly from their facilities, which is why delivery takes longer than a domestic warehouse would. We would rather tell you that plainly.

Please note that delivery times are estimates, not guarantees. Occasionally, factors such as customs processing, carrier delays, severe weather, high-demand periods, or remote delivery locations can extend delivery beyond the typical window.

How shipping time affects returns

Please read this before ordering. Our return window is 30 days from the date of purchase — the day you place your order, not the day it is delivered. Because delivery takes approximately 8 to 16 business days, the time you have with the item after it arrives may be considerably shorter than 30 days, and a delayed shipment reduces it further.

If you are unsure about size, fit or colour, please email info@holtandcrane.com before you order. Full terms are set out in our Return & Refund Policy.

Order tracking

As soon as your order ships, we will send a confirmation email with a tracking number and a link to follow your package. Please allow a few days for tracking to begin updating after dispatch. If you have not received a shipping confirmation within 5 business days of ordering, please check your spam folder or contact us at info@holtandcrane.com.

Customs, duties, and taxes

You will not be charged any additional import duties or customs fees on your order — any applicable import costs are covered by us before your item reaches you. Applicable sales tax, if any, is calculated and shown at checkout.

Orders with multiple items

If your order contains more than one item, items may occasionally ship separately and arrive on different days. If your order ships in more than one parcel, you will never be charged extra shipping.

Incorrect or incomplete addresses

Please double-check your shipping address at checkout. We are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If you spot a mistake, email us at info@holtandcrane.com right away and we will do our best to correct it before your order ships.

Delayed, lost, or stuck shipments

If your tracking has not updated for an extended period, or your estimated delivery window has passed, please contact us. We will investigate with the carrier and work with you toward a resolution — whether that is a reshipment or a refund where appropriate.

Damaged on arrival

Please inspect your order the moment it arrives. If an item arrives damaged, defective, or is not what you ordered, email info@holtandcrane.com within 72 hours of delivery with your order number and clear, unedited photographs or video of the item and the packaging as it arrived. Please keep the item and all packaging until we have responded. Where a fault is confirmed we will replace the item or refund it in full, including return shipping.

Questions

For any shipping question, email us at info@holtandcrane.com, call (913) 592-9849, or visit our Contact page, and we will respond within one business day.

Business information

Holt & Crane
601 S Kings Dr Ste F PMB 133
Charlotte, NC 28204
United States
info@holtandcrane.com | (913) 592-9849
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (CT). We reply within one business day.

Returns & Refunds+

At Holt & Crane we would rather help you get the size right the first time than process a return. This policy sets out exactly when an item can be returned, what you receive, and the conditions that apply. Placing an order confirms that you have read and accepted this policy in full. If anything here is unclear, email info@holtandcrane.com before you order and we will advise you.

Your 30-day window

You have 30 days from the date of purchase — the day your order is placed, not the day it is delivered — to submit a return request. Requests received after day 30 cannot be processed.

Please read this before ordering. Our standard delivery estimate is 8–16 business days from purchase, so the time you have with the item after it arrives may be considerably shorter than 30 days. If you are unsure about size, fit or colour, email us before you order rather than after.

Once a return is approved, the item must be postmarked within 7 days of our approval email. Items postmarked after that are refused and returned to you at your cost.

What you receive

Approved returns are issued as store credit, or exchanged for a different size or colour where stock allows. Store credit is emailed to you as a code, never expires, and is not transferable or redeemable for cash.

Refunds to your original payment method are available only where an item arrives damaged, defective, or is not the item you ordered. A change of mind, a fit issue, or a colour that reads differently in person is resolved with store credit or an exchange.

Condition requirements

To be eligible, an item must be returned:

Unused, unworn, unwashed and unaltered, with no signs of wear;
Free of stains, odour, fragrance, smoke, make-up, deodorant marks and pet hair;
With all original tags and labels still attached and intact, where these were supplied;
In its original packaging;
With proof of purchase and a valid return authorisation number.

Every return is inspected on arrival. Items that do not meet these requirements are not eligible for store credit, exchange or refund, and are returned to you at your cost. If you do not provide a return address within 14 days of being notified, the item is disposed of.

Sizing and fit

Where measurements are published for a product, please measure before ordering. If the garment you receive matches its published measurements, fit is not treated as a fault.

Where no measurements are published for a product, fit cannot be guaranteed at the time of purchase. If the item does not fit, you are entitled to one size exchange within the 30-day window, subject to availability in the size you request. Items with no published measurements are not eligible for return or store credit on the basis of fit. One exchange per item; exchanged items are final and cannot be returned again.

If you are between sizes or unsure, email info@holtandcrane.com before ordering and we will advise. We are glad to help before a purchase.

Non-returnable items

Gift cards, any item marked final sale at the time of purchase, and items already received as an exchange cannot be returned or exchanged. If you are unsure whether an item is eligible, email us before purchasing.

How to start a return

All returns and exchanges must be authorised by us in advance. Email info@holtandcrane.com with your order number, the item or items concerned, and the reason for the return. We reply within 1–2 business days with a return authorisation number and the return address.

Requests made by phone, social media message, comment, or any channel other than the email address above will not be processed and do not stop the 30-day clock. Packages sent to us without a valid return authorisation number are refused and returned to sender at your cost.

Return shipping

Return shipping is your responsibility and is not reimbursed, except where the return is the result of our error. We recommend a tracked and insured service — we cannot be responsible for items lost or damaged in transit back to us, and a return we do not physically receive cannot be credited. Because shipping to you is always free, there are no outbound shipping charges to refund.

Damaged, defective, or incorrect items

Please inspect your order the moment it arrives. If your item is damaged, defective, or is not the item you ordered, email info@holtandcrane.com within 72 hours of delivery with your order number and clear, unedited photographs or video showing the fault, the full item, and the packaging as it arrived. Please keep the item and all packaging until we have responded.

Where a fault is confirmed, we will replace the item or refund it in full to your original payment method, including return shipping. This applies regardless of anything else in this policy.

Inspection and timing

We inspect every return on arrival and email you the outcome. Approved store credit is issued within 3 business days of inspection. Approved refunds to an original payment method are processed within 10 business days of inspection; your bank or card issuer may take additional time to post it to your account.

If more than 15 business days have passed since we confirmed your refund was approved and you have not received it, contact us and we will follow up.

Order changes and cancellations

Contact us as soon as possible if you wish to cancel. We can usually cancel and fully refund an order before it enters processing. Once an order has entered processing or shipped it cannot be cancelled and must be handled as a standard return under this policy.

Excessive or abusive returns

We reserve the right to refuse a return, withhold store credit, cancel an order, or decline future orders where we identify a pattern of excessive returns, worn-and-returned items, repeated claims we are unable to substantiate, or any other misuse of this policy.

Policy version

This is version 1.0 of this policy, effective 16 September 2026. The version in effect at the time you place your order governs that order. We may revise this policy for future orders at any time by posting an updated version on this page.

Questions

Email info@holtandcrane.com, call (913) 592-9849, or visit our Contact page. We reply within one business day.

Business information

Payment Policy+

This Payment Policy explains how payments are handled at Holt & Crane. Our goal is to make checkout simple, secure, and transparent.

Accepted payment methods

We accept the following credit and debit cards: Visa, Mastercard, American Express, Discover, and Diners Club. We also accept the following digital wallets and express checkout options: Apple Pay, Google Pay, Shop Pay, and PayPal. These are the same methods shown on the payment screen at checkout.

Currency

All transactions are processed in U.S. dollars (USD). If you pay with a card issued in another currency, your bank will apply its own exchange rate and any applicable conversion fees, which are outside our control.

When you are charged

Payment is collected in full at the time you place your order. Your order will not be processed or shipped until payment has been successfully authorized and received.

Secure checkout

Your security matters to us. All payments are processed through trusted, PCI-compliant payment providers over an encrypted connection. We do not store your full payment card details on our servers.

Taxes

Applicable sales tax, if any, is calculated and displayed at checkout based on your location and the prevailing tax rules at the time of purchase.

Discounts and gift cards

Discount codes and gift cards, where offered, can be applied at checkout. Unless otherwise stated, only one discount code may be used per order, and discounts cannot be applied retroactively to completed orders.

Failed or declined payments

If a payment is declined, please check your card details, available balance, and billing information, then try again. If the problem continues, contact your bank or card provider, or reach out to us at info@holtandcrane.com.

Fraud prevention

To protect our customers, we may review orders for signs of fraud and may request additional verification, or cancel and refund any order we reasonably believe to be fraudulent or unauthorized.

Questions

For any payment question, contact us at info@holtandcrane.com, call (913) 592-9849, or visit our Contact page.

Business information

This Privacy Policy describes how Holt & Crane (we, us, or our) collects, uses, and protects your personal information when you visit or make a purchase from our store. By using our website, you agree to the practices described here.

Information we collect

When you make a purchase or attempt to make a purchase, we collect the information you provide, which may include your name, billing and shipping address, email address, phone number, and payment details. Payment card information is processed securely by our payment providers; we do not store full card numbers on our servers.

When you browse our site, we automatically collect certain information about your device and activity, including your IP address, browser type, time zone, and the pages you view. We collect this using cookies, log files, and similar technologies.

How we use your information

To process and fulfill your orders, including payment, shipping, and order confirmations.
To communicate with you about your order, respond to inquiries, and provide customer support.
To send marketing or promotional messages where you have opted in (you can unsubscribe at any time).
To detect and prevent fraud, abuse, and security incidents.

Cookies

Cookies are small data files placed on your device. We use them to keep your cart working, remember your preferences, understand how our store is used, and support our marketing. This includes analytics and advertising cookies from trusted third parties such as Google and Meta (Facebook), which help us measure site performance and show you more relevant ads on other websites. You can control or disable cookies through your browser settings, though some features of our site may not function properly without them.

Sharing your information

We share your information only as needed to run our business: with payment processors to charge you securely, with shipping and fulfillment partners to deliver your order, and with service providers who help us operate our store (such as analytics and email providers). We may also disclose information if required by law or to protect our rights. We do not sell your personal information in exchange for money. However, when we use advertising and analytics cookies from partners such as Google and Meta (Facebook) to show you more relevant ads on other websites, this sharing of personal information for targeted advertising may be considered a "sale" or "share" under certain U.S. state privacy laws. You can opt out of this at any time — see "Your privacy choices" below.

Data retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy, including to meet any legal, accounting, or reporting obligations.

Your rights

Depending on where you live, you may have the right to access, correct, update, or request deletion of your personal information. To exercise any of these rights, contact us at info@holtandcrane.com and we will respond in accordance with applicable law.

Your privacy choices — Do Not Sell or Share My Personal Information

Depending on your state of residence (for example, California, Colorado, Connecticut, and Virginia, among others), you may have the right to opt out of the "sale" or "sharing" of your personal information for targeted advertising. You can exercise this right at any time through our Your Privacy Choices page, or by emailing info@holtandcrane.com. We also honor the Global Privacy Control (GPC): if you visit our site with the GPC signal enabled, we treat it as a request to opt out for that browser and device.

Children's privacy

Our store is not directed to individuals under the age of 18, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can remove it.

Security

We take reasonable measures to protect your personal information, including secure, encrypted checkout. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal reasons. The most current version will always be posted on this page.

Contact

For any privacy question or request, email us at info@holtandcrane.com, call (913) 592-9849, or visit our Contact page.

Business information

Welcome to Holt & Crane. These Terms of Service (Terms) govern your use of our website and your purchase of products from us. By accessing our site or placing an order, you agree to be bound by these Terms. Please read them carefully.

Overview

By visiting our store or purchasing from us, you engage in our service and agree to these Terms, including any additional terms and policies referenced here. These Terms apply to all users of the site, including browsers, customers, and contributors of content.

Eligibility

By agreeing to these Terms, you confirm that you are at least the age of majority in your place of residence, or that you are the age of majority and have given us consent to allow any minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose.

Products and pricing

We strive to display our products and their colors, descriptions, and prices as accurately as possible. However, we cannot guarantee that your screen's display of any color will be accurate, and we cannot guarantee that all descriptions or other content are completely free of error. All prices are listed in U.S. dollars unless stated otherwise and are subject to change without notice. We reserve the right to limit quantities, refuse any order, or discontinue any product at any time. If an item is mispriced, we reserve the right to cancel any orders placed for that item.

Orders

When you place an order, you are making an offer to purchase. We reserve the right to accept or decline your order for any reason. If we cancel an order after you have been charged, we will issue a full refund.

Accuracy of account information

You agree to provide current, complete, and accurate purchase and account information for all purchases, and to keep your account and contact details up to date.

Third-party links and tools

Our site may include content, services, or links from third parties. We are not responsible for examining or evaluating, and we do not warrant, the offerings of these third parties. Your use of any third-party service is at your own risk and subject to that third party's terms.

Prohibited uses

You may not use our site or products for any unlawful purpose, to infringe upon our or others' intellectual property, to transmit harmful code, to harass or defraud, or to interfere with the security of the site. We reserve the right to terminate your use of the site for violating any of these prohibitions.

Disclaimer and limitation of liability

We do not guarantee that your use of our service will be uninterrupted, timely, secure, or error-free. Our products and services are provided on an as-is and as-available basis without warranties of any kind, except as required by law. To the fullest extent permitted by law, Holt & Crane shall not be liable for any indirect, incidental, or consequential damages arising from your use of the site or products.

Indemnification

You agree to indemnify and hold harmless Holt & Crane and its team from any claim or demand arising out of your breach of these Terms or your violation of any law or the rights of a third party.

Governing law

These Terms are governed by and construed in accordance with the laws of the United States and the state in which Holt & Crane operates, without regard to conflict-of-law principles.

Changes to these Terms

We may update these Terms from time to time. The most current version will always be posted on this page, and your continued use of the site after changes constitutes acceptance of those changes.

Contact

Questions about these Terms can be sent to info@holtandcrane.com, by phone at (913) 592-9849, or submitted through our Contact page.

Business information

Get in Touch

Questions about an order, sizing, or anything else? A real person answers, within one business day.

Email: info@holtandcrane.com
Phone: (913) 592-9849

Returns and exchanges are authorised by email only — please don't send anything back before you've heard from us.

Or use our contact page at /pages/contact.