Ordering Your
Hotter Shoes

We're here to help every step of the way

The fun part of searching www.hotter.com is selecting your favourite pairs of shoes, once you've solved that dilemma we've made sure it's simple and secure to complete your order. Your shoes will soon be winging their way to your door and you'll be walking on air in no time!

When you order from our website we will confirm receipt of your order within the hour. You will be charged using the payment method chosen after your items have been selected from our warehouse and despatched to your preferred delivery address.

How long before my shoes arrive

Country Working Days
Austria, Belgium, France, Germany, Republic of Ireland, Luxembourg, the Netherlands, Spain, UK 5 - 7
Italy, Portugal 7 - 9
Rest of World 10

Can I return my shoes if they are not right for me?

We want you to love our shoes as much as we do, but in the unfortunate case that you want to return them to us we do offer a return service for Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, Portugal, Spain, Sweden, and the UK for all orders placed on our EU website.

There is a returns fee of €5 (Republic of Ireland and UK), €6.50 (Germany) or €10 (ffor all other countries where we offer a carrier return service) to cover our costs. Unfortunately, we are unable to offer a carrier return service for the Rest of World, however goods may still be returned to us for refund.

For full details please refer to our 100% Happy Promise .

Shop in confidence with our 100% Happy Promise

We want to make sure that you enjoy shopping with Hotter in total confidence which is why every purchase is backed by our 100% Happy Promise .

Credit Card Security

Our shopping system is fully protected from fraud. All credit card numbers are protected using 128-bit encryption software. They are only decrypted for us to process your payment and never held in clear text on any website. Your financial details will never be divulged or shared with any other business so you can order with absolute confidence.

We also offer our customers the option of paying by PayPal if they choose to purchase online.

How much will I be charged for my delivery?

We aim to make our postage and packing service as competitive as possible and have a scale of postal charges which are dependent on your world-wide location.

Click here for full details of post and packaging charges

Will I pay VAT (Value Added Tax)

Yes, All the prices quoted on our website include the standard UK rate of VAT at 20%. If we are delivering outside the EU we will adjust the value of your order prior to dispatch to ensure the VAT free price is charged when your order is dispatched from our warehouse. You may also be liable to import duties from customs. We have no control over these charges and unfortunately we cannot predict what they will be. You should contact your local customs office for further information.

Get in contact

We're delighted to hear from you when everything is going right, but we know that sometimes things can go wrong, so we want to make sure you get the right information, the right shoes and a first class service. If you have any queries here are all our contact details.

Our friendly and knowledgeable staff are available to help you at the times below (all times are GMT):

Monday To Friday 8am - 10pm
Saturday 9am - 10pm
Sunday 10am - 10pm
Bank Holidays* 9am - 5pm

*excl. Christmas Day, Boxing Day, New Year's Day

Write to:

Customer Services,
Hotter Comfort Concept,
2 Peel Road, West Pimbo,
Skelmersdale, Lancashire,
United Kingdom. WN8 9PT

How can I track my order?

All UK orders are despatched on a tracked service with our courier Hermes. To monitor the progress of your order placed online, simply log in to your Hotter account and go to the 'Recent Order History' page. Select the order number you wish to look at and once your order has been despatched, your status will be changed to shipped. Select 'Click here or tracking information' and you will be taken to the Hermes website for full order tracking information.

International Orders


All international orders are delivered within a 14 day delivery window and this is currently on an untracked service. If you have any concerns about your international order please contact a Customer Advisor on www.hotter.com/eu/en/info/Contact-Us

How do I use my special promotional code?

If you have received a special promotional code enter it in your basket at checkout and the appropriate promotion or discount will be applied to your order. Promotional codes do not apply to Sale or reduced priced items, or to shoe care products, and in some cases to orders under a specified value. You can only use one promotional code or voucher per transaction.