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Need help? Call our Customer Service Team on +44 (0) 330 333 4290 or use LiveChat  

FAQs

Ordering

Do I need to order a size bigger than I take in a shoe?

No, we recommend that you purchase the same size as you take in a shoe as our boots do allow for wearing thicker socks. If you are in between sizes we recommend opting for the bigger size.

Please see our size guides and fit information located on the product page as each product is different. This will give you the best information on how the sizes run.

What happens once I place my order?

When you complete your payment, you will receive a confirmation e-mail to advise you that we are processing your order.

We will contact you by email in the event that we need further information from you, or if there is a problem with your order.

You will be charged when your order is shipped. Pre-orders will be charged upon ordering.

How do I change an order I've placed?

Due to the speed with which we dispatch orders, it may not always be possible to make changes. Please log in to your account to see whether your order is being processed.

Once your order has reached our warehouse it cannot be changed.

Will I be told if an item I order is out of stock?

If an item is out of stock, you will not be able to order it, but you will be able to see when the product is expected to be back in stock. If you register your email address we will notify you by email when the item is available to purchase.

If an item you’ve ordered is subsequently found to be out of stock, we will cancel and refund your order. You will also receive email notification of this.

Can you give me more information about boot height/calf size?

You can find more information regarding the fit and height of our boots by clicking on the size chart on each product page.

I can't find the boot I'm looking for on your website.

Some Hunter styles are limited edition and older styles are sometimes discontinued. Boots such as the Hunter Torlundy and Hunter Torridon, for example, are no longer being produced.

If you can't find exactly what you're looking for, please contact us and we'll be happy to advise you on an alternative.

How do I choose my size?

If you are ordering from our UK, EU or World sites the sizes displayed are UK sizes. On our US and Canada sites we use US sizing.

For further sizing information please refer to the size guide displayed on each product page.

Can I cancel my order after it has been submitted?

If the order has not yet been processed by us you can cancel the order from your account section of the website. Once you receive email confirmation about your order, you cannot cancel it.
If the item is not suitable you can send the order back as a return. Please see returns section of our FAQs for further instructions on how to return an item.

I am having trouble completing my order. What can I do?

You can call a customer service representative at +44 (0) 330 333 4290 to help you with any issues. You can also email us.

How can I order Hunter products?

You can order Hunter product through our website or you can visit our Stockists page to find a store near you that carries Hunter merchandise.

If you have any questions relating to a purchase, you can call our Edinburgh-Based Customer Service Team on +44 (0) 330 333 4290.

Payment

When is the payment taken for my order?

You will be charged when your order is shipped. Pre-orders will be charged upon ordering.

How do I pay for my goods?

Payment is taken at the checkout and you can pay using a credit or debit card. We accept all major credit and debit cards. You can also choose to pay through PayPal.

We try hard to make our processes problem-free but if you do experience any difficulties when making your payment, please contact Customer Service on +44 (0) 330 333 4290

Gift Cards

Do you sell Gift Cards?

You can purchase eGift Cards online here. Alternatively you can purchase Gift Cards in a presentation sleeve from our Regent Street store.

Where can I use my Gift Card?

You can use your Gift Card or eGift Card online or in our Regent Street store. They can not be used at any of our concessions.

How can I redeem my Gift Card?

You can redeem your Gift Card or eGift Card in several ways: online, in store or by phone. Online, you'll need to enter your unique code when requested during the payment process. In store, just present your card or voucher at the till.

Can I use a promotional code and gift voucher at the same time?

Yes. Although you cannot use a promotional code when purchasing a Gift Card in store or eGift Card online.

Can I use my Gift Card as part payment?

You can pay the difference with your credit or debit card, PayPal online or part pay with cash or card in the Regent Street Store.

How do I check my balance?

You can  check your Gift Card or eGift Card balance online, to check your balance please click here. Alternatively you can call our customer service line on +44 (0) 330 333 4290

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card or eGift Card will be credited first, with any remaining balance being credited to the other method of payment used at the time of purchase. If you don't have the card you originally purchased with please contact customer service.

My Gift Card has been lost/stolen

Please treat your Gift Card with care as you would cash. We won't accept liability for lost, stolen or damaged cards.

How long is my Gift Card valid for?

Gift Cards and eGift Cards will expire 24 months following the date of the last transaction (transaction being activation, purchase or refund) and any remaining balance will be forfeited.

Can I get the cash back from my Gift Card?

Neither Gift Cards or eGift Cards cannot be redeemed or exchanged for cash.

Delivery

When will my goods be delivered?

UK Deliveries

Standard delivery will be delivered in 1-3 days. All orders containing boots are shipped by DPD. All accessory-only orders are shipped by Royal Mail First Class and should arrive within the 1-3 working days.

Next Day delivery orders placed before 4pm will be dispatched the same day. Orders placed after 4pm will be dispatched on the next working day. Next Day delivery orders will be delivered via DPD on the next working day - this excludes weekends and public holidays.

Next Day delivery is not available for the Channel Islands, Isle of Man, Highlands and Islands and Northern Ireland, but a standard service (2-3 days) is available.

DPD will advise you via email or text when your goods will be delivered and provide a tracking number.

International Deliveries

International orders will be delivered within 2 - 6 working days - this excludes weekends and bank holidays. You can see more details here

For any queries regarding delivery, please contact. our Customer Service team.

You don't appear to deliver to my country. What should I do?

You can see the countries we ship to, and delivery prices here.

Please note we are unable to ship to Greece & Turkey.

If you can't find your country listed, please contact us.

Can I choose a delivery date and time?

Unfortunately we cannot offer fixed delivery times. If you have ordered boots from us, your order will be delivered by DPD between 09:00 and 18:00.

For deliveries in the UK, you will receive an email or text on the morning of your delivery advising you of the expected 1-hour timeslot.

It is also possible to upgrade to a pre-12pm service (£10.00) or a Saturday Service (£12.00), where available (specific UK postcodes only).

Can my order be delivered to a different address than my home address?

Yes, we can deliver to a different address if required. There is a Change Address option during the checkout process. Please ensure your billing details match those that your card is registered to.

What happens if I am out when my goods are delivered?

If you are out when your goods are delivered, the courier will leave a yellow card with instructions for re-arranging the delivery for a more convenient time.

Returns & Exchanges

What is your returns procedure?

We hope that you are pleased with your purchase, but if you do need to return an item to us, you can view our full returns procedure here.

Please allow up to 5 working days for your refund/exchange to be processed.

How long will it take to receive my refund?

Your refund will be processed as quickly as possible. Returns are generally processed in around 5 working days and we will email you to let you know. Refunds can take around 5-10 working days to appear in your account, depending on the card issuer.

Do I have to pay to return goods?

UK Returns

UK Customers can use our free Collect+ service, the details will be included with your order.
In the event that you have been sent an incorrect item, please contact us in the first instance. Our Customer Service team will be able to advise.

If the item is faulty, please contact our customer service team who will advise you on returning the goods. All items must be returned to us in a fully resalable condition.

International Returns

Please mark your parcel clearly as a return.

If you are returning an item to us for refund or exchange, the cost of sending the item back to us is your responsibility. For your own protection, we recommend that you send the parcel using a service that insures you for the value of the goods and you retain proof of postage.

In the event that you have been sent an incorrect item, please contact us in the first instance and our Customer Service team will be able to assist you.

If the item is faulty, please contact our customer service team who will advise you on returning the goods. All items must be returned to us in a fully resalable condition.

I am buying goods as a present, what happens if they need to be returned?

As long as the goods have not been worn outside and they are returned in the same condition that they were received in they can be exchanged. Please see our returns procedure for further details.

What do I do if I have received the wrong item?

In the event that you have been delivered faulty or incorrect items, please accept our apologies and contact our Customer Service team within seven days of receipt, quoting your order number.

Customer Service will advise you on how to complete the returns form included with your order and will make suitable arrangements for return delivery.

How are refunds credited?

Refunds can only be applied to the card or PayPal account originally used to purchase the order and the delivery address cannot be amended on an exchange.

Can I return the goods in person to your warehouse?

Unfortunately, for security reasons we are unable to accept any orders returned to our warehouse in person.

Security and Privacy

I'm being asked for a MasterCard SecureCode. What is it?

MasterCard Secure Code is an online security service that protects your card against unauthorised use when you shop online. When you shop at participating online stores, you will enter your MasterCard SecureCode password in the same way you would enter your PIN at an ATM. It means that only you can use your MasterCard online, giving you the same assurances you have when you use your card in a physical store.

What if I do not wish to use the MasterCard SecureCode service?

When making a purchase you may be asked to enrol if you have not previously done so. You will not be able to defer this enrolment, as there is no available choice to opt-out.

We use the MasterCard SecureCode service in order to protect you when you shop online – it takes only a few moments to register and will ensure your card is protected against unauthorised use.

Is it safe to order online through your website?

Yes. Your payment is taken through a secure server, which is fully encrypted. It is perfectly safe to enter your card details on our website.

Care Information

How do I care for my boots?

All the information you require to care for your boots is provided in our Care Information section.

Why do you use natural rubber for your footwear?

Hunter was established in 1856 as a rubber company, producing Wellington boots along with industrial items such as tyres and conveyor belts. Staying true to our heritage, we continue to use natural rubber today for our products, which is used for its waterproof qualities, comfort and aesthetic.

Why have white marks appeared on my Hunter boots?

Occasionally, you may notice a white powdery ’bloom’ on your Hunter rubber Wellington boots. This is because rubber is a natural product and in certain conditions, insoluble particles may rise to the surface.

This is a common process, characteristic of high quality, natural rubber and nothing to worry about. This process does not affect the performance or durability of your boots.

A pristine finish and shine is easily restored with regular use of Hunter Rubber Buffer or Boot Shine available from good Hunter retailers, as well as from our online store.

Please note that boot buffer is not suitable for metallic-finish boots. Please use a soft cloth to remove any white marks that may appear.

For more information on looking after your wellies, click here to view our Care Information page.