Deliveries and returns
- I need some help to place an order or with my current order, can I talk with someone directly?
- I want to check on the progress of an order (or return/exchange)
- I need to return my order for a refund, how do I do this?
- How long will it take for my return to be processed?
- Who pays for return shipping?
- What if I receive an item with a manufacturing fault?
- I bought Hotmilk lingerie from a store, can I exchange it online?
- How much will the shipping cost be?
- Will I be charged any customs or duty charges?
- How long will it take for my parcel to arrive?
- What if my parcel is lost?
Please email firstname.lastname@example.org and we will be in touch within 48 hours.
We will do our best to update you on the status of your order by email, but if you haven’t heard from us, please contact us on email@example.com and we’ll look into this for you.
We want you to love what you have ordered, so if you are not happy, please let us know and we’ll do what we can to put it right. A refund will not be granted unless the item is faulty. We are happy to exchange for a different size or style within 30 days. Any refund will be by the same method as payment was made. For hygiene reasons please ensure you try on the underwear over your own underwear. Items will be refused for refund or exchange if damaged or soiled, this is subject to the goods being inspected at our warehouse. Do not remove any of the labels or swingtags unless you are happy with the purchase, doing so will invalidate their ability to be returned.
Our postal address for returns is:
1/64 Aviation Ave
Mount Maunganui Sth
New Zealand 3149
Allow 48 hours for the processing and then the standard shipping time applies of 7-10 days.
If the return is for a fault, Hotmilk will pay the return freight cost. If the return is for a change of mind or sizing change, the customer will pay the return freight. Hotmilk will return the new item at Hotmilks’ expense. We reserve the right to charge the applicable fee where new items are added that constitute a new order.
In this unlikely event, Hotmilk will replace the item at our expense, inclusive of all postage charges
Only items purchased from the online store can be exchanged or refunded. If you purchased from one of our retailers, please contact them direct.
Shipping is charged on a flat rate basis, regardless of the weight of your parcel. Orders over USD...or EUR .... will be freight FREE.
No customs or duty charges currently apply to European and American shipments, however we have no control over these charges and cannot predict any changes that may occur. Rest of World shipments could potentially incur charges. Hotmilk is not responsible for these charges as they are paid when the parcel reaches it’s destination country.
Your parcel will be shipped within 48 hours of being received at our office. Shipments usually take 7-10 days to your destination. Please allow for any adverse conditions which might affect deliveries, such as extreme weather conditions or postal disruptions.
Hotmilk is unable to accept responsibility for any lost parcels, although we will work hard with you to assist in locating any missing parcels.