Ordering Information

Where can I find up to date ordering information?
If we need to advise customers of service updates they will be displayed on our Ordering Information page.
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How do I amend my order?
You can amend your order once it has been placed, so long as it has not left our warehouse, by using the contact us page. Click on the "amendment to existing order" email and fill out your details including name address and postcode, your email address, your order ID (if known) and details of the style you would like to change. Don't forget to enter details of the new product you would like to order plus any message you would like to send us. To make it easy for you click here to view the contact us page.
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How do I cancel my order?
You may request cancellation of your order at any time up to the point we prepare your order for dispatch - you can do this by telephone on 0800 083 8490 or by e-mailing us at cancellations@hotter.com. Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail. If you wish to return your products once they've been received, please follow the procedure set out on our 100% Happy Guarantee page and in our FAQs.

Under the Distance Selling Regulations you may cancel your contract with us if you wish, provided you advise us in writing or by e-mail to cancellations@hotter.com within seven working days after the day on which you receive your goods. If you have received your goods, please return these to us in perfect condition with their original packaging, using the Returns label enclosed with your invoice, a fee of £2.20 will be deducted from your monies owed to cover the cost of the returns postage to us.
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Can I have my order sent to an address other than my home address
Your order will be delivered to the address of your choice. Once you have logged onto your account you can add new addresses into your address book. Give your address a name, e.g. work, and then input the address details and click "Continue".
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Where do you deliver to?
We can deliver to any address either within the UK or abroad. Delivery charges for orders delivered outside the UK are £12.50 per item.
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Can I have one part of my order sent to my home address, and another part of my order sent to a different address?
Unfortunately we cannot accommodate this request. If two delivery addresses are required then the purchases need to be placed as two separate orders.
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Do you offer a gift wrap service?
We do not offer a gift wrapping service at present.
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Will I receive a confirmation email once I have placed my order online?
Yes. If you have provided the correct email address you should receive an email with confirmation of the items you have ordered within 1 hour.
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How much will I be charged for delivery?
For UK customers we offer standard UK delivery at £3.95.
For deliveries outside the UK the cost is £12.50 per item
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When will I be charged for my order?
Your card will be charged after your items have been selected from our warehouse and dispatched to your preferred delivery address.
If you’re paying by cheque it will be presented to the bank once the order has been placed.
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If the item I've ordered is out of stock will payment still be taken straight away?
A standard pre-authorisation check will be completed on your credit/debit card to ensure there are sufficient funds to fulfil your order. Your card will only be charged after your items have been selected from our warehouse and dispatched to your preferred delivery address.

If you're paying by credit or debit card over the telephone the cost for this item will not be charged until it is dispatched.

If you are paying by cheque it will be presented to the bank once the order has been placed. If the items are not in stock and you do not wish to wait for the goods then Hotter Comfort Concept will issue a refund to you.
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Can I keep track of where my order is up to?
We send an email to all customers who have supplied an email address to advise when an item is dispatched.

You can track your order once it has been placed by by using the contact us page. Click on the "tracking your order" email and fill out your details including name address and postcode, your email address, your order ID (if known) and add any message you would like to send. To make it easy for you click here to view the contact us page.
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Who will deliver my parcel?
We use a reliable courier service for most UK orders and Royal Mail for non standard deliveries. You can order in confidence as there’s no need to worry about postal delays.
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What happens if I'm out when my parcel is delivered?
If your delivery has been attempted by our courier the parcel may have been left in a secure location around your property, or they may have taken the parcel back to the depot. In either of these cases a card will be left advising you that they have attempted delivery and what to do next.
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Do you offer next day delivery?
Unfortunately we are currently unable to offer this service.
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Can I request specific time of day for delivery?
Unfortunately we are currently unable to offer this service.
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