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Frequently Asked Questions

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

HM Collectives " Fitting Quiz " will help you find the right size. Our fitting "Video" is 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.

 

How much will the shipping costs be?

Free shipping applies to all orders throughout Australia over the value of $50.

 

My discount code wont work?

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.

 

I have not received email confirmation or tracking link for my order.

Please check your spam box first, if you still cannot find this please email us at support@hmcollective.com and we will give you all the information you need.

 

How long will it take for my order to arrive?

AUSTRALIA  - Standard Australia Post Tracked 5 - 7 business days no signature required (PO Boxes and Parcel Lockers on this service) OR 2-3 business days with DHL Express Courier (Recommended)

Allow 24hrs for orders to be processed by the HM Collective team ready for transport with your selected shipping option.

Please note WA and NT may extend delivery times by 1-2 days. Peak times such as Black Friday/Cyber Monday and Boxing Day sales may experience a slightly delay in delivery times. COVID is currently causing delays in some regions.

You can check the order status by logging into your " Account "

 

Will I be charged customs and import charges?

There are no duties on deliveries within Australia. Outside of Australia customs duties and charges may vary. Outside Australia HM Collective is not responsible for any charges the recipient may incur.


How do I exchange an item?

Please use our dedicated "Exchange and Return" page and follow the simple instructions. If it is a fault, please email us at support@hmcollective.com

 

What is Hotmilk's return policy?

All bras and sleepwear are returnable* for stored credit or exchange within 90 days to ensure you get the right fit. Refunds are within 14 days.

*Please see our dedicated "Exchange and Return" page for full details

 

Who pays for return shipping?

Return shipping is not refundable, however you will not be charged shipping for the exchange items to be sent to you.


How long will it take for my return to be processed?

We aim to process your exchange and store credits within 48hrs of receiving it at our Sydney collections warehouse. You will be contacted by email to let you know this has happened. Your store credit will be emailed or exchanged items will be sent out on the next available courier. Refunds will be processed once they have been forwarded back to us here in NZ, allow 7-10 days. Peak holiday times may experience a slightly delay in processing times.

My Hotmilk garment has a fault.

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 support@hmcollective.com

When does my gift voucher or store credit expiry?

HM Collective 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@hmcollective.com with details of the error and we can fix it.



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