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Frequently Asked Questions


ORDERS & SHIPPING


DUTY & TAX

RETURNS & EXCHANGES

OTHER

 

ORDERS & SHIPPING

Is your site safe to order online?

Yes, Hotmilk’s online store is very safe to shop from and all order payments are processed on secure hosted payment gateways, therefore we do not store any payment details on our servers. You can pay with Paypal or Payment Express, both very secure and safe options.

Help! I don't know what size to buy?

Hotmilk's Fitting Room will help you with all your fitting questions, first read How To Measure Yourself then use our Calculator

The product I wanted is not available in my size -

We are sorry if the item you would like is not showing as available in the Hotmilk online store. Not all styles and sizes are restocked however we do regularly update stock availability so please check back or send us an email at support@hotmilklingerie.com


How much will shipping costs be?
Shipping costs vary from country to country and will be quoted at time of checkout. Shipping cost depends on the destination we are sending the order to, please refer to Shipping for more information. Also please note all orders are shipped worldwide from our New Zealand based warehouse.


How can I pay?
You can pay with VISA, Mastercard, Discovery, Amex using Paypal or Payment Express. Unfortunately we don’t accept cheques.


Where is my order?
Delivery times varies depending on shipping option, please allow up to 15 days for your order to be delivered. You can always check the status on your order by logging in to Your Account 
After placing an order you will recieve a confirmation email, please check your spambox if you havn't seen it. If you place an order but never receive and email from us, please contact our Hotmilk Support Team. 


I have not received email confirmation of my order.
Please email us at support@hotmilklingerie.com


How can I track my order?
You can track your order only if you were supplied with a tracking code, all information about your order can be found in Your Account.  


How long will it take for my order to arrive?
Your parcel will be shipped within 48 hours of your order being received, delivery time will depend on the shipping option you selected at checkout. You can check the order status by logging in to your account.


DUTY & TAX

Will I be charged customs and import charges?
Customs or duty charges may vary from region to region. Hotmilk cannot predict and is not responsible for any customs or duty charges that the recipient may incur. To confirm charges for your country/state/region please contact your local customs department. Please note that we are based in New Zealand and all orders are shipped from our warehouse based here.



RETURNS & EXCHANGES

How do I exchange an item?
The easiest way to exchange purchased products from our online store is to complete the Returns request in Your Account. You need to log in to your account to do this, and click on Return Request and follow the instructions. Please contact us if you have any problems and also read our returns policy below. We only exchange new and unused bras and sleepwear, Briefs and Swimwear are excluded from our returns policy due to hygiene reasons.


I bought an item from another retailer or discount site – can I return this or exchange direct with Hotmilk?
If you purchase a Hotmilk garment from another store you need to contact that store for any returns and exchanges.  


What is the return policy?
We are happy to exchange for a different size or style within 30 days and in its original condition. Returns or refunds will only be applicable for purchases made from our Hotmilk online store. 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 stained, 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 or exchanged. A refund will not be granted unless the item is faulty. Any refund will be by the same method as payment was made.


How can I return an item?
The easiest way to return purchased products from our online store is to complete the Returns request in Your Account. You need to log in to your account to do this, and click on Return Request and follow the instructions. Please contact us if you have any problems.

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, please include your order number:
Hotmilk Lingerie
1/64 Aviation Ave
Mount Maunganui Sth
New Zealand 3149



Who pays for return shipping?
You will not be charged shipping for faulty items or for replacement items.


How long will it take for my return to be processed?
Once your returned item has been received please allow 48 hours for processing.


OTHER

I am having technical issues or want to give us feedback on the shopping experience?
If you have technical issues or find any errors on our website please contact support@hotmilklingerie.com with details of the error and we can fix it.

 

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