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?

Order by 9pm and receive all in stock UK orders within 3 working days using our courier partner Hermes. This standard delivery service applies on orders placed Monday to Saturday (excluding Bank Holidays) to UK mainland addresses. If an item from your order is out of stock at the time of processing, then you may receive your order in multiple deliveries.

For deliveries outside of the UK, it will take approximately 10 working days for an order to be delivered by your national delivery service.

Please note that our delivery service may be affected over bank holidays and during sale periods and the 3 working day timeframe starts from when your order is on our system.

How to track an order

How can I track my order?

You will receive an email when your order is despatched which contains the tracking number for your delivery. Visit the "My Hermes Parcel Tracking Service" and enter your tracking number here .

Changing or cancelling an order

Can I cancel or amend my order

Please let us know the item(s) you wish to cancel. If your item has already been prepared for despatch we will not be able to stop this being sent, however we will be in touch to let you know what to do next.

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 01695 213 213 to discuss how best to proceed.