Frequently Asked Questions
Have a question for us? You should be able to find the answer here by clicking on the relevant category below. If not please contact us by phone 0845 519 6654 or email [email protected].
- Ordering and payment
How can I pay?
We accept Visa and Mastercard credit cards, and Visa, Electron, Solo and Maestro debit cards. We are unable to accept American Express, cheques or cash. You can pay online or by phone.
How safe is your site?
We use the latest technology to protect your information to the highest standards. The Secure Sockets Layer (SSL) software we use encrypts the information you input, making it practically impossible for unauthorised parties to read.
When you make a purchase, a padlock will appear in the bottom right corner of your screen. This shows a safe, secure connection has been made, and a window may pop up to let you know this has happened.
The encryption technique we use is the highest standard available for e-commerce and certified by Comodo, a respected certification body for internet firms.
What do the Verified by Visa and MasterCard SecureCode signs on the page mean?
These schemes are run by Visa and MasterCard to ensure no unauthorised person can use your card online. To join you need to complete a one off registration with your bank or card provider. There is also the option to register at our checkout. Then, every time you proceed through an online checkout, a pop out window will appear where you must enter your password before the transaction can be completed.
Do you sell gift vouchers?
No, but we plan to do so in the future so keep checking back for more information! You can also email customer services to be put on a notification list to be contacted directly when we begin selling them.
What if something is wrong with my order?
Please contact our friendly, London based Customer Service team on 0845 519 6654 or email [email protected]
How much is postage?
UK standard delivery is £3.95 (allow between 3 - 6 working days), while UK Next Day delivery (£6.95 for orders placed before 1 pm). Next Day service deliveries are Monday to Friday. Next Day delivery is not guaranteed to Northern Ireland, Isle of Man, Channel Islands, the Isles of Scilly and parts of Scotland, the Highlands and Isles. See our page for more details and for overseas delivery charges.
Can my order be delivered for the next Day?
UK Next Day delivery is £6.95 for orders placed before 1 pm. Next Day service deliveries are Monday to Friday and a signature will be required. Next Day delivery is not guaranteed to Northern Ireland, Isle of Man, Channel Islands, the Isles of Scilly and parts of Scotland, the Highlands and Isles.
How can I change my online order?
If you wish to cancel your order please contact us on 0845 519 6654. You have the right to cancel your order within 7 days under the UK Consumer Protection (Distance Selling) Regulations 2000. Once your order has been confirmed we are unable to amend it. If your order has already been processed by our warehouse, we will not be able to process a refund until we receive the parcel back.
How much is overseas delivery?
European Union delivery is £8.99 (please allow between 5-10 working days for delivery), while delivery to all other destinations: £16 (please allow between 10-15 working days for delivery). This is a minimum charge and is weight dependent. On some occasions, the postage will be reviewed. We will contact you if this applies to your order.
What if I am out when my parcel is delivered?
Is a signature required?
A signature is required for the Next Day delivery service.
How long do I have to return an item?
If, for any reason, you would like to return your HotSquash order, send it back to us in its original condition with proof of purchase within one month for a full refund or exchange.
For gifts, we are happy to extend this. Please return Christmas gifts by the end of January (gifts ordered from October). For Valentine gifts (ordered from January) please return by 15 March.
What is your Returns Address?
Hot Squash Ltd, 21 Hillside, New Barnet, Hertforshire EN5 1LT. It is printed on the returns form that came with your HotSquash item.
How do I return an item?
Please complete the form which was enclosed with your order and send it back to HotSquash at the above address. We would recommend that you ask your Post Office for a 'proof of purchase' certificate as this will cover you if the goods are lost in the post. Further details are contained on our Returns page.
Do I have to pay to return goods?
We don't cover the cost of postage on refunded items. Our fabrics cost around five times more than average and we don't pass this cost on to you. If we paid for postage on refunded items we would have to increase the price of our clothes.
How long does it take for refunds to be made?
Once we've received your returned items we will credit the card used to pay for the order and send you a confirmation email. Please allow up to 21 days for the refund to go through.
Can I return a present?
Yes, just make sure it is returned unworn, in its original packaging within 30 days of purchase. You can choose an exchange or a full refund. Refunds will be credited back to the card used to purchase the item. If you're not sure about whether or not your item qualifies, please get in touch.
What if an item's faulty?
Firstly please accept our apologies, customer satisfaction is very important to us and we'll do whatever we can to put things right. Contact Customer Services on 0845 519 6654 or email [email protected].
- Privacy and data protection
Why do you want my telephone number?
So we can contact you quickly if there's a problem with your order.
Why do you want my email address?
Again, so we can contact you if there's a problem and also let you know the progress of your order. We will also send you details of special offers, style tips and news such as the return of sold out items. If you'd rather we didn't send you newsletters, please either email us at [email protected], unsubscribe from the bottom of any newsletter or log into your account and unsubscribe there.
Yes. Cookies are small text files stored on your computer that allow our website to recognise you. They don't contain any personal information about you, they only store things like your user preferences to make shopping with us easier. You can disable them but you might lose a bit of functionality.
- Size and fit
Do you have a size guide?
Why do you not cater for all sizes?
Our current size range is 8-20 - with over half the range now also in size 22 (there are also a few styles in size 6). If we do not cater for you, please email us at [email protected] and tell us what you want. We can build this into our future designs and production.
- Fabrics, technology and sustainability
Why is HotSquash different?
We believe we are unique; no one else offers cotton-touch, on-trend clothes using the technologies we do.
What are HotSquash fabrics made from?
Most of them are what's called 'next generation' man-made fabrics, or a mix of man-made and natural fibres. This means they're soft, luxurious and breathable, and can do things like regulate your temperature, see our Science Bit section for more . There's also good evidence that they're better for the environment as most can be recycled, they're long lasting, low wash, non-iron and don't need tumble drying so they use less energy.
What is the hidden technology in your fabrics?
For Autumn/Winter most of our clothing uses ThinHeat ® technology, whereas our socks use IsolWool ®. For Spring/Summer we use CoolFresh ®. All our trousers are made using 3XDRY ®. These technical fabrics are able to do various things, including keeping you warm or cool, fresh all day and thrive on low maintenance. They are proven and safe technologies, subjected to stringent tests, including tests for allergies. Click here to find out more about them in our Science Bit section.
Are your clothes sustainable? And where are they made?
All our clothing thrive on low maintenance and easycare (wash on low, while no tumble drying is required as they are fast drying). Every garment we make goes through a long and rigorous quality process.
Most of our fabrics are bespoke and made specifically to meet our requirements. They are made in partnership with European Mills where salaries are above minimum wage. The factories we use are in the UK, helping to sustain UK manufacturing and keeping shipping miles to a minimum.
- General Information
What is the HotSquash address?
Hot Squash Ltd, Tribec House, 60 Edward Road, New Barnet, Hertfordshire, EN4 8AZ.
How can I receive the HotSquash Newsletter or Look Book?
Click here to join the HotSquash Community.
Do you have any retail outlets?
No, we are an online company. But never say never!
Do you accept trade enquiries?
Yes. Please contact us on 0845 519 6654 or email [email protected] for further details.
Can I get my items gift wrapped?
Sorry, we don't currently do this.
How did HotSquash start?
Click here to see how we started.