Ordering Information

Where can I find up to date ordering information?
If we need to advise customers of service updates they will be displayed on our Ordering Information page.

How do I amend my order?
You can make an amendment to an existing order which has not yet been prepared for despatch. As we aim to despatch your order to you promptly, if you would like to make an amendment to a recently submitted order please contact us by telephone on 0800 083 8490.

How do I cancel my order?
You may request cancellation of your order at any time up to the point we prepare your order for dispatch - you can do this by telephone on Freephone 0800 083 8490 or if you're calling from a mobile telephone number, you may wish to call us on 01695 712700 (you'll be charged at your standard network rate) by e-mailing us at cancellations@hotter.com. Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail. If you wish to return your products once they've been received, please follow the procedure set out on our 100% Happy Guarantee page and in our FAQs.

Under the Distance Selling Regulations you may cancel your contract with us if you wish, provided you advise us in writing or by e-mail to cancellations@hotter.com within 14 days after the day on which you receive your goods. If you have received your goods, please return these to us these to us with their original packaging, using the Returns label enclosed with your invoice, a fee of £2.50 will be deducted from your monies owed to cover the cost of the returns postage to us.

Can I have my order sent to an address other than my home address
You can have your order delivered to the address of your choice. Once you have logged into your account you can add a new address to use when you order. You can store them for future use.

You can have your order delivered to any one of our Hotter stores using our click and collect service. Click here for Hotter store locations.

Where do you deliver to?
We can deliver to any address either within the UK or abroad. Delivery charges for orders delivered outside the UK are £12.50 per item.

Can I have my order delivered to a Hotter Store?
For your convenience, we can now deliver your order to one of our Hotter high street stores.

Simply choose "Collect In Store" as your delivery method and choose the store you wish to collect your order from. There are no delivery charges if you choose to collect in store.

Your order will be sent from Hotter HQ to your chosen store, ready for you to collect within 7 days for in stock items. When your order is received in the store, you will be sent an email and/or call to advise your order is ready for collection.

Please bring proof of identity when collecting your order.

If your order is not collected from the store within 14 days, your order will be cancelled and we'll process a refund back to you using your original payment method.

Can I have one part of my order sent to my home address, and another part of my order sent to a different address?
Unfortunately we cannot accommodate this request. If two delivery addresses are required then the purchases need to be placed as two separate orders.

Do you offer a gift wrap service?
We do not offer a gift wrapping service at present.

Will I receive a confirmation email once I have placed my order online?
Yes. If you have provided the correct email address you should receive an email with confirmation of the items you have ordered within 1 hour.

How much will I be charged for delivery?
For UK customers we offer standard UK delivery at £4.95.
For deliveries outside the UK the cost is £12.50 per item

When will I be charged for my order?
You will be charged after your items have been despatched from our warehouse using your chosen payment method.
If you’re paying by cheque it will be presented to the bank once the order has been placed.

If the item I've ordered is out of stock will payment still be taken straight away?
You will only be charged after your items have been despatched to your preferred delivery address. A standard pre-authorisation check will be completed on your credit/debit card to ensure there are sufficient funds to fulfil your order.

If you are paying by cheque it will be presented to the bank once the order has been placed. If the items are not in stock and you do not wish to wait for the goods then Hotter Comfort Concept will issue a refund to you.

Can I keep track of where my order is up to?
We send an email to all customers who have supplied an email address to advise when an item is despatched.

You can track your order status if you've registered with us. Log in to My Account to access your order details. Please note that only orders placed via our website will be shown on your account history.

Who will deliver my parcel?
Your parcel will be delivered by our courier partner Hermes.

What happens if I'm out when my parcel is delivered?
If your delivery has been attempted by Hermes the parcel may have been left in a secure location at your property, with a neighbour, or they may have taken the parcel back to the depot. In any of these cases your Hermes courier will have left a card advising you that they attempted delivery and what you need to do next.

Do you offer next day delivery?
Unfortunately we are currently unable to offer this service.

Can I request specific time of day for delivery?
Unfortunately we are currently unable to offer this service.