Purchasing Online

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.

I've forgotten my password
If you have forgotten your password you can recover it by following the steps below.
1.) On the Sign in/Register page click the link that reads "Forgotten your Password?" above the sign in button.
2.) You are now on the forgotten password page. Simply enter your email address that you use to log into the site.
3.) Click "Continue". If you are registered to our site then you will now receive your new password link to your email address. If you cannot see the newly sent email, please check your junk mail folder.

My password has not been recognised
Please make sure that you are entering your password correctly as they are case sensitive. If you still have problems please try the password recovery option as described in the "I’ve forgotten my password" section above. This will allow you to check that the password you are typing in is correct. If you continue to experience difficulties please contact our customer support department on the Contact Us section on our website.

How do I place my order on-line?
To place and order online you need to add the product(s) you require to your bag by selecting the size and colour in the product details page and then clicking on "Add to Shopping bag". Once you have added all the products you require, click the "Go to checkout" Button.

You will now be shown the basket page whereby you can check and confirm that you are happy with the item(s) in your basket.

Next click the "Proceed to Secure Checkout" button. You will now be asked for your email address. If you are an existing registered customer you will be asked for your password. If you are a new customer you have an option to create an account, simply follow the steps. Alternatively if you wish to place your order as a guest, just omit the password section. Please note that if you choose this option you will not be able to track your order.

Once you have completed this process, you will be shown your order summary, and asked to select your shipping method, and confirm your shipping address.
You will then be asked to add your payment details before being asked to confirm your order.

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

How do I pay for my order?
Part of the online ordering process requests that you provide credit/debit card or PayPal details. A standard pre-authorisation check will be completed if you are paying by credit/debit card when you submit your order to ensure there are sufficient funds to fulfil your order. Your card will be charged after your items have been selected from our warehouse and despatched to your preferred delivery address.

What payment methods can I use?
Hotter Comfort Concept accepts Visa, Mastercard, Maestro, Solo, and Electron cards for online and telephone orders. You may also use PayPal for online orders.

If you are sending in your order by post, we accept personal cheques and postal orders in addition to credit and debit card payments.

Can I pay with American Express (AMEX)?
Unfortunately we do not accept American Express at this time. Please use one of the payment methods listed above.

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

How do I remove an item from my shopping bag?
When the shopping bag is displayed, click on the "remove" button next to the appropriate item to take it out of your shopping bag.

I have a promotional offer, how do I redeem it?
Once you have selected an item(s) to purchase and clicked "Checkout" your shopping bag will be displayed. Beneath the list of items in your shopping bag is a space to insert your promotional code. Once you have entered your promotional code press the "Apply" button. Any appropriate promotion or discount will be added to/deducted from the total cost. Please make sure you promotional code has not expired

I have entered a promotional code, why isn't my discount showing?
Please check that you have entered the code correctly. If the code does not affect the total then it may be invalid. Please contact us to check on this. Please make sure you promotional code has not expired

I have entered a promotional code, why does my free gift not appear on my order?
Please check that you have entered the code correctly. If the code does not affect the total then it may be invalid. Please contact us to check on this. Please make sure you promotional code has not expired

I have a gift voucher, how do I redeem it?
Gift vouchers are not currently redeemable via the website. You can however redeem your gift voucher by enclosing it with your order by post to Hotter, Freepost WN5336, Skelmersdale. WN8 9ZA, or alternatively by placing your order over the telephone on 0800 083 8490.

If an item I have ordered is out of stock, how will I know?
Your shopping bag will display the expected date for despatch.
If you have included your e-mail address on your order you will receive notification of any out of stock items via e-mail. This is in addition to your confirmation e-mail and should be received within 3 working days of placing your order. In times of high demand this timing may change, please refer to 'Ordering info' page for the latest details.

Why does the website allow you to place an order that is not available?
In periods of high demand, certain items marked "Available to Order" may not be accessible for immediate despatch. If this is the case we will notify you within 3 working days and advise you of an approximate delivery date.

In times of high demand this timing may change, please refer to 'Ordering info' page for the latest details.