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?

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. Although we are currently unable to offer our in-store click and collect service, we are still able to offer standard home delivery options. Your parcel will be delivered to your home by our delivery partner, Hermes. All Hermes couriers have been encouraged to follow the strict government guidelines around hygiene and will operate a contact-free delivery service. The courier will knock on your door and step back a safe distance whilst you retrieve your goods. You won’t be asked to sign for your delivery, you will just be asked to provide your name.

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?

If you need to return an item, simply follow the instructions here on how to package up your parcel. You have two options to choose from to return your item to us:

  • Return your item to your local Hermes ParcelShop - details of your nearest shop can be found here
  • Arrange for a courier to collect your item from you - email [email protected] with your contact details and we will book a collection for you if you are self-isolating. If you are unable to email you may also contact us on 01695 213 213.

Please note: Some ParcelShop locations may be unavailable to accept your return if the stores in which they are located have been instructed to close. Please check that your local ParcelShop is still open before making the journey to drop off your parcel.

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 3-5 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. All delivery times are approximate and are not guaranteed. We will endeavor to get your items delivered within the timescales quoted.

Do you offer next day delivery?

Place your order before 6pm Monday - 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.

Orders placed by 6pm Monday - Friday will be delivered the next day.

Orders placed by 6pm on Saturday will be delivered Monday.

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: AB12, AB13, AB22, AB23, AB31 – AB56, BA1, BA2, BD5, BN1, BS11, BT2 – BT49, BT51 – BT57, BT60 -BT79, BT80 – BT82, BT92 – BT94, CA6, CA8, CB22, CB4, CB7, DD4, DD9, DG13, DG9, EC1 – EC4, EH34 – EH42, FK17 – FK21, G69, G81 – G84, GU14, GU15, GU21, GU22, GU25, GU51, GY1 – GY10, HS1 – HS9, IM1 – IM9, IM99, IP11, IP3, IP5, IV1 – IV99, JE1 – JE4, KA6, KA16, KA19, KA27, KA28, KW1 – KW17, LE19, NE35, NE66, NE67, NE69 – NE71, NR19, NR27, NR30, NR32, NR4, NR7, PA2, PA20 – PA49, PA60 – PA80, PE13, PH8 - PH10, PH13, PH15 – PH26, PH30 – PH50, PL1, PL2, PL7, PL8, PL11 – PL20, PL25 – PL27, PL31, RH6, RH10, RH11, S12, S5, S9, S63, S80, SE1, SE1P, SO19, SS7, SW15 – SW17, SW19, SW1A, SW1P, SW1Y, SW2, SW3, SW6, SW9, TD2 – TD15, TR2, TR4, TR6, TR8, TR11 – TR16, TR20 – TR25, TW4, TW5, W1A – W1D, W1F – W1H, W1J, W1K, W1S – W1U, W1W, WA3, WC1A, WC1B, WC1E, WC1H, WC1N, WC1R, WC1V, WC1X, WC2A, WC2B, WC2E, WC2H, WC2N, WC2R, ZE1 – ZE3

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 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 or refund within 30 days of receipt. Please contact a Customer Advisor on 01695 213 213 to discuss how best to proceed.