01695 213 213Free Click & Collect

FAQ 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 credit/debit card or PayPal. You can also shop through our app by downloading it to your iPhone or iPad.

How will my order get to me?

Your parcel will be delivered to your home by our delivery carrier, Royal Mail. All Royal Mail postmen and postwomen have been encouraged to follow the strict government guidelines around hygiene and will operate a contact-free delivery service. They will knock on your door and step back a safe distance whilst you retrieve your goods.

Is is 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?

  1. Register your returned items here.
  2. Fill out the returns section on your delivery note.
  3. Package your parcel securely with the delivery note inside. Remove the original address label and replace it with the returns label which came inside your parcel or the new label you have printed when registering your return. There is a maximum parcel size of 61cm length x 46cm width x 46cm depth.
  4. Drop your parcel off at your nearest Post Office, Find Yours.
  5. Lost your label - don't worry. You can print another label at home, or obtain a QR code and full instructions here in order to return your goods.

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?

After placing an order you will receive all in stock items within 3-5 working days using our delivery carrier Royal Mail. This standard delivery service applies on orders placed Monday to Saturday (excluding Bank Holidays) to UK addresses, IOM, and Channel Isles. If an item from your order is out of stock at the time of processing, then you may receive your order in multiple deliveries.International deliveries will take approximately 10 working days to be delivered by your national delivery service. Please note that our delivery service may be affected over bank holidays and during sale periods. All delivery times are approximate and are not guaranteed.

Do you offer next day delivery?

Place your order before 3pm Monday - Friday, and up to 12noon Saturday for next working day delivery within the UK*. This service is available on any in stock item at a price of £5.95 per order. Please note that next day delivery is not guaranteed and we do not deliver on Sundays or Bank Holidays. Where an item is ordered but not in stock (pre-order), this will be posted using our standard delivery service when the item becomes available for despatch.

*The below postal exclusions apply, please do not select Next Day delivery for these postcode areas: GY, HS, IM, JE, KW15-17, PA49, PA60 -PA75, PA78, PH30, PH41-44, ZE 2-3.

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. Click on the link in your email to track your parcel, or visit the "Royal Mail Tracking Service" and enter your tracking number here.

CHANGING OR CANCELLING AN ORDER

Can I cancel or change 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 [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. 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 return policy allows you to send any unworn goods back to us for an exchange (for an alternative size or width fitting of the same item) or refund within 30 days of receipt. Please contact a Customer Advisor on 01695 213 213 to discuss how best to proceed.