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. Your parcel will be delivered to your home by USPS who have issued information about how you will receive your parcel, click here to find out more https://faq.usps.com/s/article/USPS-Coronavirus-Updates-for-Residential-Customers

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.

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?

When you order from our website we will confirm receipt of your order within the hour. You will be charged using the payment method chosen after your items have been selected from our warehouse and dispatched to your preferred delivery address. If a product is in stock it should be shipped to you within 7 - 9 working days (3-4 days for our Express Shipping service). If an item is out of stock we will contact you within 3 working days to advise you of the expected delivery date, however, if this date is not convenient we will be more than happy to discuss alternatives with you.

We will always endeavor to process your order as quickly as possible, but please allow us at least 7 - 9 working days (3-4 days for our Express Shipping service) to have your shoes delivered to your doorstep. This could be longer if you are outside the USA.

How to track an order

How can I track my order?

It is important that you supply an email address with your order as we will send an email confirmation once an item is shipped. If you have selected US Standard Shipping or Expedited Shipping you will be able to track your order using the tracking number and link to the carrier tracking service which will be included in the email we send you.

At the moment we do not have a parcel tracking service for deliveries outside of the USA.

Changing or cancelling an order

Can I cancel or amend my order?

You can cancel your order at any time upto the point when we begin to prepare your order for shipping. To cancel your order email your name, address and Zip code, your email address, your order ID (if known) and details of the style you would like to cancel to [email protected]

Alternatively, please contact our customer service department toll free on 1-866-378-7811 as soon as possible and we will endeavour to cancel your order. This may not always be possible as the item may have already been shipped. If this is the case then you will be able to send the item/s back for a refund.

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. Please contact a Customer Advisor on Freephone 1-866-378-7811 to discuss how best to proceed.