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 amend your order once it has been placed, so long as it has not been prepared for shipping, by using the email on the contact us page. Fill out your details including name address and Zip code, your email address, your order ID (if known) and details of the style you would like to change. Don't forget to enter details of the new product you would like to order plus any message you would like to send us. To make it easy for you click here to view the contact us page.
How do I cancel my order?
You can cancel your order at any time upto the point when we begin to prepare your order for shipping. To cancel your order email your name, address and Zip code, your email address, your order ID (if known) and details of the style you would like to cancel to customerenquiries@hotterusa.com

Alternatively, please contact our customer service department toll free on
1-866-378-7811 as soon as possible and we will endeavour to cancel your order. This may not always be possible as the item may have already been shipped. If this is the case then you will be able to send the item/s back for a refund.
If I cancel my order, how does it affect the 'offer' I received at the time I placed my order?
If by cancelling your order you are no longer entitled to the original offer, then any adjustments will be made as necessary.
Can I have my order shipped to an address other than my home address?
Your order will be shipped to the address of your choice in the US. Once you have logged onto your account you can add new addresses into your address book. Give your address a name, e.g. work, and then input the address details and click "Continue".
Where do you ship to?
We can ship to any address in the US. Shipping charges to the rest of the world are $20 per item.
Can I have one part of my order shipped to my home address, and another part of my order shipped to a different address?
Unfortunately we cannot accommodate this request. If two shipping 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 shipping?
We aim to make our shipping service as competitive as possible and have a scale of shipping charges which are dependent on your world-wide location.

•  For standard shipping to US addresses the charge is $10 per order. Standard shipping outside the US will be charged at $20 per item.
•  We can additionally offer Expedited Shipping (DHL) to US addresses at a cost of $20 per order.
•  Please note that all shipping charges are non-refundable.

Shipping to P.O.Box addresses
Unfortunately we are unable to ship to P.O. Box addresses by DHL. You will need to choose US Standard Shipping if you wish to have your parcel delivered to a P.O. Box.

Free shipping
Occasionally we offer free shipping as part of a promotional offer. Expedited delivery is always excluded from free shipping offers.

Expedited Shipping is not offered if your goods are on pre-order.
When will I be charged for my order?
When ordering online the cost of the shoes will be charged to your credit/debit card as soon as your order has been dispatched.
If the item I've ordered is out of stock will payment still be taken straight away?
When ordering online the cost of the shoes will be charged to your credit/debit card as soon as your order is despatched.

If you're paying by credit or debit card over the telephone the cost for this item will not be charged until it is shipped.
How do I track my order?
It is important that you supply an email address with your order as we will send an email confirmation once an item is shipped.

At the moment we do not have a parcel tracking service for Standard Shipping, however if you need to know the current shipping status of your order please send your request via our contact us page.

If you have selected Expedited Shipping via DHL you will be able to track your order using the tracking number and link to the DHL tracking service which will be included in the email we send you once we have dispatched your order.
Which company will ship my package?
We use US Postal Service for Standard Shipping and DHL for Expedited Shipping.
What happens if I'm out when my package is delivered?
If the delivery has been attempted by the US Postal Service and you were not at home, they will leave a notice so you can either request a redelivery at a time when you will be at home or designate a place for your package to be left. Alternatively you can arrange for the package to be held at a Post Office for pickup.

Expedited Shipping by DHL is a "signature on delivery" service. If you're not at home DHL will leave you notice to say that they have attempted delivery. They will attempt delivery again, and will also give you the opportunity to re-arrange delivery on a day more convenient to yourself.
Do you offer next day shipping?
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.