My Order

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?

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

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 cancellations@hotter.com 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. You will be charged £2.50 to cover the return postage. This will be deducted from your refund amount.

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 100% Happy Promise allows you to send goods back to us for an exchange or refund within 90 days of receipt. No quibble, your comfort is our promise. Please contact a Customer Advisor on Freephone 0800 990 0660 to discuss how best to proceed.