Contact Us

Feel free to contact us, we would love to help
When you're shopping online we understand how important it is that there's someone to answer all your questions.

We think we've got everything covered in our Frequently Asked Questions section, but even with our encyclopaedic knowledge of Hotter shoes we may have missed something out!
If you're a registered customer and placed your order on our website, you may wish to check your order status online click here to log in to your account
Contact us by phone
Call free on 0800 083 8490 to speak to a Hotter customer representative. Our friendly and knowledgeable staff are available to help you with your query from 8am to 8pm Monday to Friday (9am to 5pm Saturday and 10am to 3pm Sunday). Calls may be monitored and recorded for training purposes. If you need to contact us and are calling from a mobile telephone, you may wish to call us on 01695 712700. You'll be charged at your standard network rate.

We are experiencing a significant level of telephone calls at the moment due to the unprecedented demand for our comfort products during the sale. We are taking steps to increase our staffing levels and reduce the call waiting time. Please accept our sincere apologies for any inconvenience.
Contact us by email
To help you get to the right person as soon as possible, we've given you direct links to our main departments - so feel free to send us an email and we'll aim to get back to you in 72 hours. As you know sometimes we get incredibly busy, so please bear with us as your questions are very important to us and make sure you check our order information page for our latest service updates.

To make sure that we can deal with your enquiry as quickly as possible, please make sure you always include your name, postcode and house number on all your e-mail correspondence. Please include a phone number if you would like us to give you a call - this is particularly helpful if you would like an exchange or refund. We can call you back on weekdays from 8am to 8pm or from 9am to 5pm Saturday and 10am to 3pm on Sunday.

Occasionally your web browser settings may not enable you to e-mail us directly from the links below. If this happens, you may type the relevant e-mail address into your personal e-mail account and send us your e-mail from there instead. Please remember to include your name and full postal address.
Order tracking
Please be aware that we ask you to allow up to 5 working days for delivery. If you have been waiting longer than this then please email our order tracking department. If you're a registered customer and placed your order on our website, you may wish to check your order status online click here to log in to your account

Email: tracking@hotter.com
Amendments to Existing Orders
You can make an amendment to an existing order which has not yet been prepared for despatch. As we aim to despatch your order to you promptly, if you would like to make an amendment to a recently submitted order please contact us by telephone on freephone 0800 083 8490.

Email: amendments@hotter.com
Returns Enquiries
We realise that getting just the right shoe and fit is really important, and we want to assure you that you can order from Hotter with complete confidence. If for any reason you're not 100% happy we will be pleased to refund or exchange your purchase, please refer to our Happy Guarantee page for more details, and email us here so we can make you happy. Your return will be processed as soon as possible, but please do allow us up to 21 days. If you're a registered customer and placed your order on our website, you may wish to check your order status online click here to log in to your account

Email: returns@hotter.com
Help with the Website
Sometimes things can go wrong with a website, so rest assured we're here to help if there is a fault on our site or if you are having problems with the site. Email us here and we should have you up and running in no time.

Email: webhelp@hotter.com
Use of Offer and Discount Codes
We are used to dealing with lots of offers and discount codes, so if you need help to make sure that you are getting all your Hotter benefits please let us know.

Email: codes@hotter.com
Cancelling an Order
You can make an amendment to an existing order which has not yet been prepared for despatch. As we aim to despatch your order to you promptly, if you would like to cancel a recently submitted order please contact us by telephone on freephone 0800 083 8490.

Email: cancellations@hotter.com
Comments and feedback
We love to hear from you, so here's the email address you need for all your comments, feedback and suggestions. If you're happy then we're happy too, so make sure you let us know and we'll share the news at Hotter HQ; if you're not happy then give us a chance to put a smile back on your face... and a spring back in your step too!

Email: comments@hotter.com
Other Enquiries
Your enquiry may be of a different nature to those shown above, so for all other information requests please use this email address.

Email: generalinfo@hotter.com
Contact us by post
If you would rather get in contact by post - maybe you've got a great photo to send us or a story about your favourite footwear - then we'd be happy to hear from you by post too! We'll let you into a secret, we really love opening up those letters with special cards, photos and poems - you put a smile on our faces! Anyway, don't feel obliged to send us things, we're happy to accept your queries, comments and suggestions too, simply post them to:

Customer Services
Hotter Comfort Concept
2 Peel Road
West Pimbo
Skelmersdale
Lancashire
WN8 9PT

Hottershoes.com is a trading name of Beaconsfield Footwear Limited, 2 Peel Road, West Pimbo, Skelmersdale, WN8 9PT. Registered in England and Wales 641365. VAT number 918 434 905.