Please begin a chain of customer service by using our email info@shophotlava.com . Instagram DMs and comments are not a valid thread or a prompt way to find a solution for your issue. Our customer service hours are Monday-Friday 9a-5p PST.  Please allow up to one business day for a response.

Made to Order Items

We switched to slow fashion late last year so all items are now handmade to order and take 3 weeks from purchase date to ship. It's the greenest possible way to produce clothing. This is also noted at the bottom of each product page, so please check before purchasing. 

Package lost/stolen/damaged?

If a package has been delivered to the shipping address that you provided at checkout, we are not responsible if that package is lost or stolen after delivery. We understand that having a package taken from your porch is frustrating. But it must be your responsibility to know typical delivery times of postal workers in your neighborhood, and make sure someone is home to receive the package.

Please choose the right shipping method if you have concerns of package theft or loss. Our Shipping option is provided by USPS, which does not include comprehensive insurance or signature confirmation. If you would like these safeguards added to your shipment, we suggest choosing Upgraded USPS UPS or DHL at checkout.

If your package is lost in transit (very rare) this is the carrier's responsibility. In this case you may reach out to YOUR SELECTED SHIPPING SERVICE directly for assistance. If your package was insured, send us an email right away and we can file a claim.

Ship It Back Program

If you are done with your hot lava we suggest donating it to someone in need or even reselling on depop as thrift remains the greenest alternative OR you can send it back to us for a 35% off code towards your next purchase and we will recycle/repurpose it for you.

To Ship It Back:

1. Clearly label the outside of the package with "RECYCLE" to our returns address:

6021 Echo St
Los Angeles, Ca 90042

2. Include a piece of paper with a working email address to receive your discount code