FAQ
Your Questions matter
ORDER
How can I track my order?
Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order.
What does Pre-Order mean?
A pre-order item will be shipped within4–6 weeks. Depending on the rest of your shopping cart, we reserve the right to ship your entire order together once the pre-order item is ready.
Can I change my shipping address after placing an order?
Unfortunately, we can't change the shipping address once the order is placed. Please double-check your information before confirming your purchase.
Can I change or cancel my order as long as it has not yet been shipped?
To ensure short delivery times, we send parcels as quickly as possible. Therefore, we cannot guarantee that orders can be canceled or changed. If in doubt, please contact our support: tearsupport@hotboyscry.com
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Will sold-out products be restocked?
Products from our Tear Drops are generally not restocked. CRY Classics are restocked regularly. Subscribe to our Whatsapp channel to be notified. Alternatively, you can have a "Notify me" alert sent to you. You will find a button on the product page.
RETURNS & REFUNDS
What is the returns address?
The return address is:
HOT BOYS CRY
c/o Delphin-Werkstätten
Pankstraße 8-10, Haus K
13127 Berlin
Germany
Please note:
- Items sent back to us without prior return approval will not be accepted.
- Customers are responsible for return shipping costs.
What are the refund guidelines?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
The costs and risks associated with any return are the responsibility of the customer.
- All products must be returned within 30 days of delivery
- All products must be unworn and unwashed
- All original tags must still be attached to the products
- For hygiene reasons, we do not accept returns on underwear garments
Please ensure that you keep proof of deposit until the refund or exchange has been issued.
Please contact our customer service for further assistance with return or exchange: tearsupport@hotboyscry.com
When will I receive my refund?
If our quality department is satisfied that the returned item(s) meet(s) the condition for accepting a return, you will be credited with a refund within 10–15 days. The refund will be made using the original payment method. The refund does not include delivery costs.
What should I do if the product is wrong or arrives damaged or defective?
If you have received a defective item or the wrong item in your delivery, we will assist you in resolving this as quickly as possible. Please contact tearsupport@hotboyscry.com. Send us photos and a description of the defect. Also send us your order number so that we can find your order.
We will get back to you as soon as possible to find a solution.
SHIPPING
What should I do if my order was not fully delivered?
Please contact tearsupport@hotboyscry.com. Please send photos of the shipping carton. We will then take care of your request immediately.
Do you offer international shipping?
Yes, we do offer international shipping. Shipping costs and delivery times may vary based on your location.
What should I do if my shipment tracking status is not updating?
Status updates can sometimes take 1-2 days. If the status does not update for more than 3 days, your parcel may have been lost by the shipping service provider. In such cases, we will make an inquiry to locate the parcel. The majority of parcels usually turn up again. Please contacttearsupport@hotboyscry.com.
