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 may be able to make an amendment to an existing order which has not yet been prepared for dispatch. As we aim to dispatch your order to you promptly, if you would like to make an amendment to a recently submitted order please contact us by email to eucustomerservices@hotter.com. To make it easy for you click here to view the Contact Us page.

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 e-mailing us at cancellations@hotter.com. Please ensure you provide us with your name, address including postcode (if applicable), 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 in our FAQs.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 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 €5 (Republic of Ireland and UK), €6.50 (Germany) or €10 (for other countries where we offer a carrier returns service) 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.

Where do you deliver to?
We can deliver to any address within the EU and to many countries worldwide. We are unable to ship to the following countries:-
Afghanistan, Albania, Algeria, Angola, Argentina, Azerbaijan, Bangladesh, Belarus, Bolivia, Burundi, Cambodia, Cameroon, Central African Republic, Chad, China, Comoros, Congo Republic, Cote d’Lvoire, Democratic Republic of the Congo, Djibouti, Dominican Republic, Ecuador, Eritrea, Ethiopia, Gambia, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Indonesia, Iran, Iraq, Kazakhstan, Kenya, Korea (North), Kosovo, Kyrgystan, Laos, Lebanon, Libya, Madagascar, Malawi, Mali, Mauritania, Mexico, Moldova, Mozambique, Myanmar, Napal, Nicaragua, Niger, Nigeria, Pakistan, Papua New Guinea, Paraguay, Russia, Sierra Leone, Somalia, South Sudan, Sudan, Suriname, Syria, Tajikistan,Tanzania, Timor-Leste, Togo, Turkmenistan, Uganda, Uzbekistan, Venezuela, Vietnam, Yemen, Zimbabwe.

How long will it take for my parcel to be delivered?
Estimated delivery time scales are shown below.
Country Working Days
Austria, Belgium, France, Germany, Republic of Ireland, Luxembourg, the Netherlands, Spain, UK 5 - 7
Italy, Portugal 7 - 9
Rest of World 10

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?
Country Delivery Cost
Republic of Ireland €5 per order
Germany €6.50 per order
Austria, Belgium, Denmark, Finland, France, Italy, Luxembourg, the Netherlands, Portugal, Spain, Sweden, UK €10 per order
Rest of World €15 per item

When will I be charged for my order?
You will be charged after your items have been dispatched from our warehouse using your chosen payment method.

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 dispatched 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.

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 dispatched.

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?
Austria Hermes
Belguim Bpost
France Mondial Relay
Germany Hermes
Ireland An Post
Italy Hermes
Luxembourg Mondial Relay
the Netherlands Post NL
Portugal Correos
Spain Correos
UK Royal Mail

  • Deliveries outside of those countries listed above will be made by your National Postal Service.

What happens if I'm out when my parcel is delivered?
If your delivery has been attempted by our carrier 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 carrier 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.