01704 807074
info@hotfrox.com
Hot Frox Southport

FAQs & Help

Delivery

DELIVERY

How does the HOTFROX delivery service work in the UK?

-  Your parcel will be delivered by DHL
-  All UK delivery options are fully tracked.
-  We will email you a link with your tracking information once your parcel has been shipped.
-  If you provide us with a valid mobile number DHL will also send you an SMS delivery notification
-  A signature may be required on receipt.
-  If you are not available to take delivery of your parcel, our delivery partner will leave a calling card advising if your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection.

Delivery options

-  UK Next day Delivery
-  Local Click and Collect

Next Working Day Delivery service

-  Our next working day delivery service costs £6.95.
-  Place an order before 2pm (Monday- Friday) to receive it on our Next Working Day Delivery option. 
-  Delivery is excluded on Public Holidays.
-  Next-Day Delivery is not available to a small number of postcodes: AB31-56, BF (All), HS (All), IM (All), IV (All), KA27-28, KW (All), PA20-80, PH15-50, TR21-25, ZE (All)

Local Click & Collect Service

-  Collection is available directly from the Hotfrox store.
-  If you provide us with a valid mobile number we will also send you an SMS collection notification.
=  Collection address: 119-121 Eastbank Street, Southport, Merseyside, PR81DQ

Just one more thing…*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions etc, may mean that these delivery services aren’t available or maybe extended/amended. However, we will always work hard to keep these temporary changes to a minimum. Hotfrox cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

What should I do if my order hasn't been delivered yet?

1. Check the estimated delivery date
-  Please remember that delivery dates are estimates.
-  Your order may arrive slightly before, on, or slightly after your estimated delivery date.

2. Track your order
-  To see the progress of your order please check your tracking.

3. I'm still waiting for my order
Waited until your estimated delivery date?
-  Please allow an extra few day for your order to be delivered (especially during busy times) – our carriers are always doing their best to get your order to you.
-  Make sure you keep an eye on your tracking link for the latest updates.
-  If your order does not arrive, please let us know and we will do our best to help you.
-  We are contactable by:
info@hotfrox.com
1.   Email:
2. Telephone, during business hours: 01704807074 – standard network rates apply. Please check with your telephone provider for your rates.

Online Returns & Refunds

ONLINE RETURNS & REFUNDS

Returning an unwanted online purchase?

As long as an item is still in its original condition, we accept returns, subject to the rules below. None of these rules affect your statutory rights.



If you request a refund within 14 days and return the item to us within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

Hotfrox will refund you within 14 days of receiving your returned goods.

After that?

We don't accept returns for unwanted items after the relevant returns period stated above.

Original Condition

Of course, it's fine to try an item on as you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we will have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. All returned items need to be sent back to us in their original condition and packaging, including with ALL tags attached to be considered for a refund.



Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, please ensure that you get proof of postage in case you need to contact us about your return.

 We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we will ask you to cover the delivery cost.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

Want to exchange an online purchase?

All returned items will be refunded once they have been received and inspected by our warehouse. Need a different size or colour of an item? Simply place a new order! You’ll not receive a paper returns label with your order – instead, you will be able to create your return on our website. Access to a printer will be required!

Returns have gone online!

Please CLICK HERE to print your returns form. Include the completed returns form in your parcel & send to:

HOTFROX
119-121 EASTBANK STREET
SOUTHPORT
MERSEYSIDE
PR8 1DQ


Sizing, Care Guide & Stock

SIZING, CARE GUIDE & STOCK

Where can I find your size guide?

We have size guides available on most of our product pages to help you find the best fit. Click the Size Guide button on each product page.
If the size guide is not available on the product page, it's because some brands' sizing differs slightly to ours. Please refer to our guidance on measuring and the sizing chart below.

Clothing – International single size conversion chart
conversion chart
How to measure…

1. Bust - Measure around the fullest part and across the shoulder blades; tip in a high street unpadded t-shirt style bra.
2. Waist - Measure around your natural waistline; tip: tilt to one side and your natural waistline is where the natural crease occurs.
3. Hips - Measure 20cm down from the natural waistline; tip: measure around your bottom too and go by the widest measurement of either your hips or your bottom.

Sizing!

Dresses are made to order not made to measure and as we are all wonderfully unique and have differing body shapes, we may not all fit neatly into a size chart. Our tip is to order the size that matters the most i.e. if you have a juicy toosh and smaller bust go for the hip/bottom measurement as you can get a tweak to make the waist/bust fit bespokely. It is not uncommon for couture garments to need a seamstress alteration that the dress fits bespokely. Hotfrox always recommends any alterations be made by a qualified seamstress.

How do I care for my new dress!

-  Please carefully follow the care guide instructions found on the label or sewn into the inside seam of your garment for the best outcomes and for lots of future, happy wears.

-  Avoid spraying perfume on sequin and gem encrusted areas of the dress. The alcohol content in the perfume may discolour your dresses gems over time.

-  Dresses with sequins can experience a little lossage at times. This is not unusual and does not necessarily constitute a manufacturing fault. However, if you have concerns regarding the extent of the lossage please do not hesitate to contact us. We want you to love your dress and to be delighted with your purchase and as such are here to help all we can!

-  Hang your dress as soon as you can to let any travel creases drop.
Store your dress away from direct sunlight and protect from other garments in your wardrobe that have sequins and gems to avoid pluckering and snagging.
Be careful that jewellery and accessories don’t snag your dress, look for smooth finishes on clutch bags.

Colourways

Occasionally the colourways of dresses can vary marginally i.e. similar to wallpaper batches. To add to this; the digital method for viewing may show variations on how colourways are perceived. i.e. colours appear different due each individual’s laptop, pc, tablet, mobile device contrast and brightness, etc

Will you be getting more stock?

Please do not hesitate to contact us if you see something you like but it appears to be sold out. We will do our best to contact our suppliers on your behalf and if we can get it for you, we will. We will stay in touch throughout this process to ensure you are kept in the loop regarding your enquiry. Please click here to contact us to make your enquiry. Please note, we can only respond to enquiries during our business hours.

Ordering, Payment & Gift Vouchers

ORDERING, PAYMENT & GIFT VOUCHERS

How do I place an order?

Placing an order couldn't be easier, simply follow these steps.

1. Click Add to bag to place the item you want to buy in your bag.
2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. If you are happy with the items in your bag, click Checkout.
3. You will then be taken to the Confirm and Pay page.


4. Review and confirm the items in your order.
5. Confirm your email, delivery address and delivery method.

6. Confirm your payment method and Place Order.

An email confirmation will be sent to your email address to let you know your order details. It is worth checking HOTFROX is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
VISA DEBIT, MASTERCARD and PAYPAL

To prevent fraud all credit and debit card holders are subject to validation and authorisation by the card issuer.

 Click on Payment methods to add your card details. When you come to pay for your order, you can select your payment methods to pay for your order. 

For return customers; we do not save your card details, you'll be asked to enter them each time you click Place Order.

To pay with PayPal, you will need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free.
Add the items to your bag and go to checkout as normal. The PayPal option will default as a payment method at checkout; select PayPal. PayPal is…

-   Safe: shop online without sharing your financial details.
-   Fast: no need to type in your card details, you can check out in a few clicks.
-   Easy: all you need is your email address and your PayPal password to pay online.

How do I purchase a gift voucher?

Currently gift vouchers can only be purchased and redeemed in store.

How to Contact Us

Email:
info@hotfrox.com

Telephone:
01704 807074

Address:
Hotfrox
119-121 Eastbank Street
Southport
Merseyside
PR8 1DQ

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