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Frequently Asked Questions

If you have a question specifically related to deliveries or returns, please visit the Delivery and Returns and Exchanges page

Can I cancel or change my order?

We are committed to getting your order to you as soon as possible. Therefore, after your order is placed, it immediately goes into the fulfilment process, and you are not able to cancel or adjust the order.

Can I change the shipping address once my order has been submitted?

In order to process your order and get it to you as quickly as possible, we are unable to change the shipping address once your order has reached us. Please contact us immediately should you have any further questions.

How do I know when my order ships and how can I track it?

Once your order has been dispatched from our warehouse, you will receive a confirmation e-mail to confirm that it's on its way. Unfortunately, you are currently unable to track your order once it has left our warehouse. We are looking to introduce a new tracking service soon to improve our service.

What types of payment method do you accept?

We currently accept the following credit cards: Visa, Visa Debit, Visa Electron, MasterCard and Maestro UK. You can also choose to pay via PayPal.

How do I use a discount / voucher code?

Discount codes must be entered on the Basket page before proceeding to checkout in order to add your discount.
To add a discount code, go to My Cart and click on 'Apply Discount Code' in the summary box to the right of your order. Enter the discount code and click Apply Discount. Discount codes are case sensitive and subject to terms and conditions.

What are your Terms & Conditions for using a discount code?

Discount codes must be applied to the order prior to checkout and are not available in conjunction with any other offer unless clearly stated. Discount codes cannot be used against sale items unless clearly stated. Where an expiry date is not stated, the expiry date is 31 days from date of issue. Discount codes distributed by Hi-Tec Europe Limited and its partners are eligible for UK & Ireland residents only and orders cannot be delivered outside of the UK and Ireland. If you have any problems using your discount code, please contact our Customer Services Team. We reserve the right to withdraw offers at any time without prior notice.

What are your Terms & Conditions for competitions and offers?

All Hi-Tec Europe Limited competitions, offers and discounts have our generic terms and conditions applied. You can read these on our Terms & Conditions page. The only exception is where specific terms & conditions are linked to on the competition page or in all promotional communications for offers or discounts. In addition to the generic Terms & Conditions, discount codes also adhere to the terms stated in the discounts section above on this page.

What is a 30 Day Comfort Guarantee?

You have the right to remain comfortable. At Hi-Tec, we truly believe that, and as we’re confident in our products, we’re confident enough to offer a 30-Day Comfort Guarantee!
Order your Hi-Tec shoes today and if you’re not completely satisfied with the fit and comfort, just return them to us within 30 days from the date of purchase and choose either an exchange or refund. If you decide to return your order under the 30-Day Comfort Guarantee, please contact us prior to returning the shoes.
The original order confirmation must be included with the return and the shoes must not be damaged or misused. The refund or footwear exchange will be up to the original price of the footwear as set out on the purchase receipt. Visit Collect+ website to create and print your returns label and ensure you enclose your original dispatch note or cover note quoting your order reference number and reason for return.
The 30-Day Comfort Guarantee has been introduced on a trial basis by Hi-Tec Europe Limited. We have the right to withdraw this offer at any time. Should we withdraw this offer, any customers who purchased boots prior to the offer being withdrawn will remain eligible for the guarantee for the first 30 days of their purchase. Please allow up to 28 days once you have returned your parcel for the refund to be credited or your exchange to be processed.

Who do I speak to about the Lechal pods in my Hi-Tec Navigator shoes?

Please note that the Lechal vibrating pods require 2 hours of charging prior to use. One charge lasts approximately 15 days. For any further queries on the Lechal device and app, please visit the Lechal Support FAQ page. Lechal also have a Live Chat option to answer customer enquiries specifically about the pods.

Who do I speak to about my Hi-Tec TREK Activity Tracker Wearable?

If you have purchased one of our TREK Activity Tracker Wearables, either from a retailer or directly from our website, please call the dedicated support team for this item on 01865 589507.

Suspected faulty goods?

If you suspect a manufacturing defect and purchased your goods from a website or retail store other than www.hi-tec.co.uk, please return the suspected faulty item to the retailer you made your purchase from.
If you purchased the item directly from our website, please see our Returns & Exchanges page.

Something not working or incorrect?

If you notice a mistake on the website or find that something is not working correctly, please let us know by email so that we can look into this as soon as possible. Please include as much detail as possible, such as which device (i.e. desktop, mobile) and browser (i.e. Chrome, Safari) you are using, along with screen shots of any error messages. This will help us to resolve the issue more quickly and efficiently. 

Need more help?

Still have questions? Contact our Customer Services Team. We aim to respond within 24 to 48 hours.