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RETURNS & EXCHANGES

Hotmilk is proud to offer a generous returns policy!

  • Up to 10% Bonus Discount on exchanges of greater value.
  • Instant exchange  for different size of same product.
  • 90 day returns for exchange or credit (gift card).
  • 14 day returns for refund.
  • Free Shipping both ways for UK customers.
  • Free Shipping on exchange items for EU customers.

To start your exchange now simply click through to our new...

RETURNS PORTAL

*Please ensure you have read and understood our returns policy below before proceeding.

FREEPOST for UK Customers:

Please address your return item(s) to:

Freepost RUBG-JBBT-LRJB         (no postage required) 
HM Collective Returns
c/o Hallmark Consumer services
Green Bank
Saxby Road
Melton Mowbray
Leicestershire
LE13 1FF

 

Non-UK customers please address your return item(s) to:

HM Collective Returns
c/o Hallmark Consumer services
Green Bank
Saxby Road
Melton Mowbray
Leicestershire
LE13 1FF

HAVING DIFFICULTY GETTING THE SIZE RIGHT?

 

If you are struggling to getting the sizing right, we can help with that.  Just take our automated Fit Quiz or see the 'Find My Fit' menu section at the top of our website for a bunch of fitting resources, including booking a live Virtual Fitting Session with our of our dedicated fitting specialists.

Returns Policy:

What items are returnable?

  • All bras and sleepwear are returnable within 90 days for a store credit (gift card) or exchange to ensure you get the right size or style and 14 days for a refund.  Don’t forget to contact us if you’re unsure on what to re-order.
  • Garments must be in the original condition with swing tags attached, unwashed and unworn. Items will not be accepted back stained or marked. Please take care to not crush Contour / Padded cups into small packages. These will not be accepted if cups are creased due to insufficient packaging. 
  • Any gift with purchase items must be returned if you are returning the garments.
  • Due to hygiene reasons briefs, swimwear and breast pads are unable to be returned.  (Unless they were a free gift with purchase in which instance they must be returned with the product purchased. This includes free knickers and/or breastpads).
  • For LAYBUY purchase refunds, LAYBUY fees will be deducted from your refund.
  • Except where a fault is present, returns and exchanges are managed via issuing store credit (gift card).
  • A store credit (gift card) will be given for the value of the item only, exclusive of the shipping fees.

 

What if I have a faulty bra or have been sent the wrong item?

  • HM Collective products have a three-month manufactures warranty period from the original date of purchase. (Issues incurred after this period are deemed as fair wear and tear.)
  • In the unlikely event that your item has a manufactures fault within this period please submit it via this returns app and we will issue you a replacement at no cost.
  • In your communication please include your order number, a detailed description of the fault and ideally a photo also.

 

Are there any charges for return?

    • HM Collective will cover return shipping costs within the UK.
    • Unless faulty, EU customers are responsible for the charges of the return shipping to our depot in the UK. 
    • HM Collective will cover shipping costs for the new exchange items - including to the EU.
    • HM Collective will cover shipping costs associated with faulty items. Submit your case via the returns portal. See above. 
    • Original shipping charges (if applicable) are non-refundable.

 

How soon will I get my exchange, store credit or refund?

      • First we will send you an email to notify you that we have received and inspected your returned item/s.
      • Then within 5 working days you will be notified of confirmation of the approval status of your exchange, store credit or refund.
      • Once approved either:
             - your exchange product will be shipped,
             - a HM Collective gift certificate with be emailed to you to the value of your return
             - or refund issued via your original payment option, refunds can take time at your bank to register.
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