Frequently Asked Questions
ORDERS & SHIPPING
- Where is my order?
- Is your site safe to order online?
- Help! I don't know what size to buy?
- The product I wanted is not available in my size, when will it come back into stock?
- How much will shipping costs be?
- How can I pay?
- I have not received email confirmation of my order.
- How can I track my order?
- How long will it take for my order to arrive?
DUTY & TAX
RETURNS & EXCHANGES
- How do I exchange an item?
- I bought an item from another retailer or discount site – can I return this or exchange direct with Hotmilk?
- What is the return policy?
- How can I return an item?
- How long will it take for my return to be processed?
- When does my gift vouchers or store credit expire?
- I am having technical issues or want to give some feedback. How can I talk to someone?
ORDERS & SHIPPING
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!
Hotmilk's Fitting Quiz will help you with all your fitting queries. Still unsure? Please email Hotmilk support your measurements and details of how many months pregnant/feeding, we will be happy to help.
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 Hotmilk support.
How much will the shipping costs be?
*Free shipping applies to all orders throughout New Zealand over the price of $60. Shipping costs do vary for all other countries and will be quoted at the time of checkout.
* $7 Rural delivery surcharge
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 are not applicable on sales/promotions
From time to time we have fabulous sales or promotions the use of further discount codes are exempt for these sales. Your discount code will work again once the sale is over.
Where is my order?
Delivery times vary depending on shipping option, please allow up to 3 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. 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.
I have 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 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 24 hours of your order being received (do allow a little longer if you order over a weekend). 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.
DUTY & TAX
Will I be charged customs and import charges?
We are based in New Zealand so there are no customs and duties charges. Customs or duty charges may vary from region to region outside of New Zealand. 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.
RETURNS & EXCHANGES
How do I exchange an item?
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 quite right, 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. However all other full priced items are eligible for a full refund or exchange. Clearance items are eligible for an exchange or store credit only but not a refund.
We ask that the garment has not been worn, all tags are attached and that you take care to protect the garment when posting. Any item(s) returned in any other condition will not be eligible for return..
Refunds will be issued by the same method as payment was received 10-14 days after receipt of the returned items. But please note refunds can not be for change of mind. 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 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.
Allowing for shipping you should receive your replacement item within ten working days of sending your return item.
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.
My Hotmilk garment has a fault.
*In the unlikely event a garment is faulty, we have a generous 3 month policy for finding any faults, after that timeframe, it's considered wear and tear. Please email details and photos within 3 months to firstname.lastname@example.org.
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 Hotmilk support with details of the error so we can fix it.
Ok I'm ready to go shopping!