My Order

Table of Contents

Coronavirus update

Can I still place an order?

Yes you can! Our website is available 24/7 for you to browse and shop our entire collection. Payment can be made securely using your credit/debit card or PayPal.

How will my order get to me?

Currently our colleagues in the distribution centre are continuing to send out orders as normal and we aren’t encountering any major disruption to our deliveries.

Is it safe to handle parcels delivered to my home?

Public Health England (PHE) has advised that there is no evidence to suggest that people are at risk of contracting coronavirus from parcels or letters as the virus cannot survive for long on materials such as paper, card, etc. If you are concerned, then following the government’s advice on handwashing and sanitising should help to minimise any risk of infection.

What should I do if I need to return something?

In order to help customers who are currently self-isolating and are unable to leave their homes, we have extended our returns period to 30 days.

Existing orders

Where is my order?

If you've placed your order online and under your registered account, you can log into your Hotter account and check the status of an order. Log into the "My Account" section of the website here.

How long before my shoes arrive?

CountryWorking Days
Austria, Belgium, France, Germany, Republic of Ireland, Luxembourg, the Netherlands, Spain, UK5 - 7
Italy, Portugal7 - 9
Rest of World10

How to track an order

How can I track my order?

Tracked delivery is available in the following countries:- Austria, Belgium, Estonia, Germany, Ireland, Italy, Latvia, Lithuania, Luxembourg, Portugal, and Spain. To monitor the progress of your order placed online, simply log in to your Hotter account and go to the 'Recent Order History' page. Select the order number you wish to look at and once your order has been dispatched, your status will be changed to shipped, and you will be able to track your parcel. International Orders - Tracked delivery to countries outside of those listed above is not currently available. If you have any concerns about your international order please contact a Customer Advisor via our Contact Us page.

Changing or cancelling an order

Can I cancel or amend my order

You may change or cancel your order at any time up to the point we prepare your order for despatch. Simply contact us on:

Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail.

Under the Consumer Contracts Regulations, you may cancel your contract with us if you wish, provided you advise us in writing or by email to [email protected] within 14 days after the day on which you received the goods. If you have received your goods, please return these to us in the original packaging, using the returns label enclosed in your parcel.

I have a complaint about my order

Order is damaged, incomplete or not correct

We are very sorry if our usual high standards have not been met and we aim to put things right as soon as possible. Hotter's return policy allows you to send any unworn goods back to us for a refund within 30 days of receipt. Please contact a Customer Advisor to discuss how best to proceed via our Contact Us page.