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Frequently Asked Questions

 


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.

 

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 and email at Hotmilk support.

 

HOW MUCH WILL THE SHIPPING COSTS BE?
Free shipping applies to all orders throughout the USA & Canada over $50!   Shipping costs do vary from country to country if you are outside of the US and will be quoted at the time of checkout. For all Australian orders please place order directly through our Australian website to receive free shipping on orders over $80AUD. au.hotmilklingerie.comYour 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.

 

MY DISCOUNT CODE WONT WORK?
Discount codes cannot be applied to products during sales and promotions. Your discount code will work on these products again once the sale is over.

 

WHERE IS MY ORDER?
Delivery times vary depending on shipping option, please allow 48 hours for your order to be processed at our office and then 4-6 business days for your order to be delivered. Peak times such as Black Friday/Cyber Monday and Boxing Day sales may experience a slightly delay in delivery times. Canada will take a little longer, please refer to our shipping page for more details. 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 haven't seen it. If you place an order but never receive and email from us, please contact our Hotmilk support team.

 

WHY HAVE I NOT RECEIVED EMAIL CONFIRMATION OF MY ORDER?
That is very strange and we feel terrible about that technical glitch.  Please email us at Hotmilk support and we will give you all the information you need.

 

HOW CAN I TRACK MY ORDER?
You can check your order with the tracking code that has been emailed to you, if you cannot find this email, please check your spam or junk mail folders.

 

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.
Peak times such as Black Friday/Cyber Monday and Boxing Day sales may experience a slightly delay in delivery times.

 

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
There are no duties and taxes on orders within the US but it will apply for Canadian orders. Customs or duty charges may vary from region to region outside of the US. 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.

 

WHAT IS HOTMILK'S RETURN POLICY?
Hotmilk has a generous 30 day returns policy giving you time to try on your garments to be sure of the fit and if not, you can return for an exchange or store credit.
Due to hygiene reasons swimwear and knickers are unable to be returned unless the garment received was faulty.
We ask that the garment has not been worn, all tags are attached, returned within the 30-day-return period and that you take care to protect the garment when posting. Any item(s) returned with deodorant or make-up marks or in a non-resalable condition will not be eligible for return.


We aim to have all exchange processed within 7 working days of receiving, however this may take slightly long during peak periods. If unsure of size and you intend on buying multiple sizes, be aware that these only get a credit so please contact us for sizing advice.

 

HOW DO I EXCHANGE AN ITEM?
If you need to return or exchange an item, simply visit our dedicated Returns & Exchanges page and follow the simple instructions.  If you have a fault, please email us at Hotmilk support.

 

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 7 working days of receiving it at our warehouse.  You will be contacted by email to let you know this has happened. #Please be aware there may be longer delays over peak periods such as Christmas or Easter.

 

I BOUGHT AN ITEM FROM ANOTHER RETAILER OR DISCOUNT SITE. CAN I RETURN THIS OR EXCHANGE IT DIRECTLY 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.
*In the unlikely event a garment is faulty, we have a generous three month policy for finding any faults, after that time frame, it's considered wear and tear. Please email details and photos within 3 months to support@hmcollective.com.

 

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 TROUBLE ORDERING OR WANT TO DISCUSS MY ORDER. HOW CAN I TALK TO SOMEONE?
One of our friendly support team would love to talk to you.  You can find how to reach us on our CONTACT US page or simply email us at support@hmcollective.com.