Refunds, Returns and Exchanges - USA
To start a return or exchange process click the following box:
POLICIES:
Returns (if applicable)
Our policy lasts 30 days. If 30 days have gone by since your purchase, we can’t offer you a refund. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged after we have received the item and verified its condition.
If you need to return an item, you must submit your request into the return platform by clicking on the above "Returns & Exchange" box. Then, you will receive a return authorization email with a free prepaid return label and instructions on how to return your item(s). After that, you'll have to take your package to your local Post Office. Once we have received the item and verify its condition, we will refund your order.
NOTE: you will have an additional 30 days from the moment you start the process to return the item(s). In case the item(s) are not returned the return process will be canceled on the 30th day.
* SWIMSUITS:
All swimsuits should be tried on over underwear, and without removing the protective adhesive liner. For the sake of hygiene, returns will not be accepted if the liner has been removed or in case it is obvious the item have been worn.
Refunds (if applicable)
Once your return is received we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return get approved, once the items are inspected, you'll get your refund typically within 72 hours. The refund will be issued in the original method of payment.
Usually the inspection takes 2 hours after your returned items are delivered.
Cancellations:
To cancel an order, please e-mail us to international@hotchocolatedesign.com.
- If you contact us before your order has been processed, we will be able to cancel it and have your money refunded.
- If your order has been processed by the time you request to cancel it, we will provide a return address. We will issue a full refund of the items we receive as long as they are in good and resealable conditions with all it's original packaging.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at international@hotchocolatedesign.com
Exchanges (if applicable)
Our policy lasts 30 days. If 30 days have gone by since your purchase, we can’t offer you an exchange. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only replace items if they are defective or damaged after we have received the item and verified its condition.
Exchanges are ONLY available for the same item style in a different size. If you need to exchange an item, you must submit your request into the exchange platform by clicking on the above "Returns & Exchange" box. Then, you will receive an exchange authorization email with a free prepaid return label and instructions on how to exchange your item(s). Then you will have to return the item(s) you originally ordered using the provided shipping label.
NOTE: you will have an additional 30 days from the moment you start the process to return the item(s) to exchange.
In case the item(s) are not returned the exchange process will be canceled on the 30th day, and you will be automatically billed for the entire portion of the Instant Refund used.
Please note that exchanges are subject to inventory availability.
Customer Service
Please contact us at: international@hotchocolatedesign.com, with your order number and reason of your encounter (Return or Exchange).
Team members will be checking in from time to time so please be patient. We promise we will get back to you. You can expect a response within a 48 hours period on business days.
Instant order cancellations and exchange requests (Facebook Messenger)
Instant order cancellations and exchange requests are only available during business hours.