Returning Goods
What is the Returns Policy?
Every product we sell undergoes the strictest quality control procedure before it reaches you – and we're confident that you'll be delighted with the end result. Hotter's 100% Happy Guarantee is hassle free and allows you to send your item(s) straight back to us for a replacement or refund within. No quibble, your comfort is our promise. Simply return or exchange within 90 days of purchase.

This is in addition to the Consumer Contracts Regulations.
How long have I got to return goods?
We will exchange or replace goods purchased from our Mail Order catalogue if they are returned to us within 90 days of you receiving them, however, to ensure that any exchange is processed in line with your original purchase price, we would encourage you to return any unwanted goods at your earliest convenience.
How do I return goods?
Goods for exchange or refund should be returned using the pre-paid label enclosed with your parcel; drop your parcel into the U.S. Mail, at home, at work, at the Post Office or log into www.usps.com/pickup to arrange a FREE U.S Postal pick up. Where possible, please obtain a receipt and retain it until you receive either your exchange or refund. If you chose to return your goods by any other method than using our prepaid label, you will be responsible for any returns postage paid.

If you are returning goods from outside of the US, they should be returned to Hotter Shoes, 2 Peel Road, Skelmersdale, Lancashire, England, WN8 9PT. Shipping costs for items returned from outside of the US are the responsibility of the sender.
How should I package my goods that I'm returning?
Wherever possible all items should be placed in a single package. If you are reusing the original packaging or box, please cover all previous labels and markings with heavy black marker or adhesive labels. If you are not using the original packaging or box, please ensure that the package is suitable for international shipping. Please make sure that your package is securely sealed. The US Postal Service recommends that you tape the opening of your box and reinforce all seams with 2" wide clear or brown packaging tape and place cushioning all around the items, so they do not shift in the package. To ensure that we take the correct action upon receipt of your returned goods, please complete the returns section of the dispatch note and include this in your package.

If you are returning goods from outside of the US, they should be returned to Hotter Shoes, 2 Peel Road, Skelmersdale, Lancashire, England, WN8 9PT. Shipping costs for items returned from outside of the US are the responsibility of the sender.
How will I be refunded?
Refunds are processed through your original payment method. For example, if the original order was paid for by debit/credit card or by PayPal, the refund will be made to your card or PayPal account.
Do I have to pay to return my package?
Exchanges
If you require an exchange for an item to a US address shipping and processing is free. Please send your item(s) back via the US Postal Service following the instructions in your package.

Refunds
If you require a refund for your returned item you will be charged $7 for shipping. Please send your item back via the US Postal Service and the amount will be deducted from your refund. By choosing a replacement item instead of a refund you will not incur this charge.

The cost of returning goods from outside of the US are the responsibility of the sender for both exchanges and refunds.
What if my return goes missing in transit?
If you have the receipt that was issued by the US Postal Service at the time of returning the package, please send us a photocopy of your receipt along with a covering letter with the reference US MAIL ORDER CLAIMS, to USA Customer Services, Hotter Comfort Concept, 2 Peel Road, Skelmersdale, Lancashire WN8 9PT, UK. In the letter please include details of the style, colour and size of the item you have returned. If you have not got a receipt for your returned parcel please contact us toll free on 1 866 378 7811.
How long will it take before my return is processed?
Returns will be dealt will as promptly as possible; however, at busy times it can take up to 28 days to process your exchange or refund. Please retain your receipt for proof of shipping until you have received your exchange or refund.