Frequently Asked Questions

ORDERS & SHIPPING

DUTY & TAX

RETURNS & EXCHANGES

OTHER

 

ORDERS & SHIPPING

Is your site safe to order online?

Hotmilk's online store is extremely safe to shop from and all order payments are processed on secure hosted payment gateways. Don't worry, we don't store any of your payment details on our servers. You can pay with Paypal or Payment Express, both are very secure and safe options, we do everything we can to ensure you have the best possible experience shopping with us!

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

Hotmilk's informative Fitting Room will help you with all your fitting questions, first read How To Measure Yourself then to find your size, you can use our online Calculator.

The product I wanted is not available in my size -

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


How much will the shipping costs be?
Free shipping applies to all orders over the value of US$80. Shipping costs do vary from country to country if you order less than this value, and will be quoted at the time of checkout. Your shipping cost will depend on the destination we are sending the order to, please refer to Shipping for more information.


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 vary depending on shipping option, please allow up to 15 days for your order to be delivered. If you are worried for any reason, please contact us, or you can always check the status on your order by logging in to Your Account 
After placing an order you will receive a confirmation email, please check your spam box 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.
That is very strange and we feel terrible about that technical glitch. Please email us and we will give you all the information you need 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?
If you need to exchange an item, simply complete the returns form on the back of your invoice including the following details   
-
Your contact details, and order number (found at the top of your Invoice)                                                                             
- Items being returned for exchange                                                                                                    
- Sizes or styles you wish to exchange too  

Items will only be exchanged if
- The items have not been worn, damaged or washed                                                                                                           
- The items still have original tags attached                                                                                                                        
- The items are returned with in the 30 day returns period


Swimwear and knickers are
excluded from our returns policy due to hygiene reasons.
                                
 
Please package and return to 
Hotmilk Lingerie 
1/64 Aviation Ave
Mount Maunganui
New Zealand 3116


I bought an item from another retailer or discount site – can I return this or exchange direct with Hotmilk?
We can only process your return if you purchased directly from us. If you purchase a Hotmilk garment from another store, you will need to contact that store for any returns and exchanges.  


What is the return policy?
Hotmilk has a generous 30 day returns policy giving you time to try on your garments to be sure of the fit.
 
We will provide you with an exchange or refund for full priced items where:                                                                             
- The items have not been worn, damaged or washed                                                                                                          
- The items still have original tags attached                                                                                                                         
- The items are returned with in the 30 day returns period
 
Please note                                                                                                                                                                    
Sale items may be returned for an exchanged or store credit only
 
Swimwear and knickers are excluded from our returns policy due to hygiene reasons
 

Refunds will be issued by the same method as payment was recieved.

How can I return an item?
If you need to return an item, simply complete the return form on the back of your invoice including the following details             
- Your co
ntact details, and order number (found at the top of your Invoice)                                                                            
- Items being returned clearly marked exchange or refund                                                                                                    
- Sizes or styles you wish to exchange too

Please note:                                                                                                                                                                   
Sale items may be returned for an exchanged or store credit only                                                                             
Swimwear and knickers are excluded from our returns policy due to hygiene reasons 
                                                                                
 
Please package and return to 
 
Hotmilk Lingerie 
1/64 Aviation Ave
Mount Maunganui New Zealand 3116
Who pays for return shipping?
Return shipping is not refundable, however you will not be charged shipping for faulty items or for replacement items to be sent to you.


How long will it take for my return to be processed?
We aim to process your return within 48hrs of receiving it at our warehouse. You will be contacted by email to let you know this has happened.

OTHER


When does my gift voucher or store credit expiry?

Hotmilk gift vouchers and store credits normally expiry one year from date of purchase/issue.
 
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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