Frequently Asked Questions
* Christmas shipping cut off
UK - 9am 19th of December
Europe - 9am 6th of December
All discount codes are valid for full price items only. From time to time we have fabulous sales or promotions, the use of further discount codes are exempt. Your discount code will work again once the sale is over. Special value sales exclude shipping costs.
Hotmilk gift vouchers and store credits normally expiry one year from date of purchase/issue.
Hotmilk Lingerie's Fitting Quiz will help you find the right size. Our fitting Videois another great way to make sure you have the correct fit. Still unsure? Please email your measurements and details of how many months pregnant/feeding, we will be happy to help, we can help you avoid couriering bras back and forth. Nb. We encourage getting the size right first as it's more sustainable to send a package out once, than multiple times.
Free shipping applies to all orders throughout the UK and Ireland on orders over the value of £40!
Please check your spam box first, also we find that people have multiple email addresses so please check them all. Tracking and order status can also be found by logging into your Account.
Still need help? please email us at firstname.lastname@example.org and we will give you all the information you need.
Daily order cut off is 1pm (GMT)
Express Shipping UK - 24 hours (business days)
Standard Shipping UK - 2 - 4 (Business Days)
Standard Shipping EU - 4 - 7 (Business Days)
Rest of the world 7-14 (Business Days)
*Please allow 24hrs for order processing plus the shipping time.
*Peak holiday times and other occurrences can affect delivery times.
You can check the order status by logging into your Account
There are no duties on deliveries within the UK. Outside of the UK, customs duties and charges may vary, HM Collective is not responsible for any charges the recipient may incur.
You have 45 days, from the date of your purchase, to decide whether your garments are right for you. Items must be unworn and with tags still attached.
Please see our dedicated Returns and Exchanges page for full details.
We are happy to offer you free UK return shipping for "like for like" exchanges and store credits. You can exchange your items 'like for like' to ensure you get the right size.
Alternatively, to change to a different style or colour choose store credit. By selecting store credit, you will receive £2.99 extra on your return. Store credits are valid for 1 year, exclusive of the shipping fees, if applicable.
All refunds will have a returns shipping fee of £4.99 deducted from your refund, regardless of if it is mixed with an exchange, however we will send out the new exchange at no extra charge. We will also provide a returns label for easy returning so no need to pay any more upfront costs.
We regret that we are unable to offer you free shipping at this point.
ALL RETURNS MUST BE LOGGED Please follow the link below to log your return:
We will send you an email to notify you that we have received and inspected your returned item/s. Please allow up to 14 days for return and processing (often tracking will state DELIVERED, this may be to the central sorting facility before arriving to us). Once approved, your exchange, store credit, or refund will be processed, and an email sent to confirm.
*Peak holiday or sales times may experience a slight delay in processing
We have a generous 3 month policy for finding any faults, after this time frame it's considered fair wear and tear. Please email details and photos within 3 months to email@example.com
If you have technical issues or find any errors on our website please contact firstname.lastname@example.org with details of the error and we can fix it.
Please contact us directly at email@example.com and we will be only too glad to help :-)