RETURNING GOODS

I have a parcel to return

How do I return goods to Hotter?

Hotter’s 100% Happy Promise allows you to send goods purchased from our mail order catalogue, from www.hotter.com or from a Hotter store, back to us for an exchange or refund within 90 days of receipt. No quibble, your comfort is our promise. We’re delighted to offer you a choice of UK return services, please use whichever is convenient.

Return Via Hermes
  1. Fill out the returns section on your delivery note.
  2. Package your parcel securely with the delivery note inside. Remove the original address label and replace it with the returns label which came inside your parcel.
  3. Drop your parcel off at a nearby myHermes location - OPEN 7 DAYS A WEEK. Click here to find your nearest my Hermes drop off point.
  4. If you prefer to have your parcel collected by our courier, click here or, if your local courier’s details are shown on the outside of your parcel, you can contact them direct.

Where is my local Hermes ParcelShop?

You can find details of your nearest Hermes Parcel Shop location here

Arrange for a courier to collect my return?

You can arrange collection from your home by clicking here or if your local courier’s details are shown on the outside of your parcel you can contact them direct.

I need a new returns label

If you need a new returns label you can download the PDF here

Return via a Hotter Store

Our staff will be delighted to help out, just click here for Hotter store locations and opening hours.

Please note: You can’t currently return items paid for using PayPal to our Hotter stores. Please return them to our Head Office using the methods shown above.

Return goods purchased from a non-Hotter retailer

Items purchased at a non-Hotter retail outlet should be returned to the original place of purchase. If this is not possible, please contact our Retail Support Department on Freephone 0800 028 3412 with details of when and where the shoes were purchased.

International Returns

  1. Fill out the returns section on your delivery note.
  2. Package your parcel securely with the delivery note inside. Remove the original address label and any other labels which may have been put on the package whilst in transit.
  3. Returns should be sent to Hotter Shoes, 2 Peel Road, Skelmersdale, England, WN8 9PT
  4. We don’t provide a prepaid service for international returns, so you may select your own carrier. Please make sure that you obtain proof of postage and keep this until you’ve received your refund or replacement item.
  5. The cost of returning goods from overseas is the responsibility of the sender, however, if you wish to exchange, the new item will be despatched to you with no additional postage charge.

Do I have to pay to return my parcel?

You will find a prepaid returns label inside your parcel. You can use this label to return your parcel, free of charge, via a Hermes ParcelShop or to arrange a collection by our courier.

Please note: If you don’t use one of our prepaid services then the cost of returning goods is the responsibility of the sender.

Exchanges

If you require an exchange for an item with delivery to a UK address it is free of charge if you use one of our prepaid services.

Refunds

If you require a refund for your returned item, you will be charged £2.50 to cover the return postage if you use one of our prepaid services. The amount will be deducted from your refund. By choosing to exchange for a replacement item instead of a refund you will not incur this charge. This does not affect your statutory rights.

International Returns

We don’t have a prepaid service for international returns, so you may select your own carrier. The cost of returning goods from overseas is the responsibility of the sender, however, if you wish to exchange, the new item will be despatched to you with no additional postage charge.

When will I receive my refund or exchange item?

Our 100% Happy Promise applies to all products purchased through our website. No quibble, your comfort is our promise. Simply return or exchange within 90 days of purchase.

You may exchange any item for an alternative and you will not be charged for any additional postage. If you return an item for a refund, a fee of £2.50 will be deducted from your refund to cover the cost of the returns postage to us.  We will not pay the cost of returning goods for orders despatched outside of the UK, this is the responsibility of the Customer.

During Sale periods we do ask you to return any goods for exchange within 14 days of receipt. This will insure that you receive your replacement goods at Sale prices.

Further information on how to return your goods can be found on our 100% Happy Promise page or in our FAQs.

This is in addition to your statutory rights.

Tracking a return back to Hotter

How can I track my return back to Hotter?

If you’ve placed your order online and under your registered account, you can log into your Hotter account and check the status of your order/return. Click here to log into the “My Account” section of the website.


For returned goods, select the relevant “view order”. When your parcel is received by our warehouse this will be updated to “returned”. It may take another 3 days before your exchange item is despatched or your refund processed.

If you sent your return via a Hermes ParcelShop, or if our courier collected your parcel, then you can track your parcel back to Hotter using the “My Hermes” website. You just need the tracking number which you’ll find on the receipt/proof of postage. Click here to go to Hermes tracking.

What happens if my return goes missing?

In the unfortunate event of a returned item going missing, we would need the details from the proof of postage/receipt given to you by the Hermes Courier or Hermes ParcelShop. You can email this to us at customerservices@hotter.com including the following information:

  1. Bar Code / Receipt Number
  2. Style, colour and size of the item returned
  3. Date that the goods were returned
  4. Address of the Hermes ParcelShop used to return the goods, if applicable.
  5. Alternatively, you can send this information to our Mail Order Claims Department at:
    Hotter Shoes,
    2 Peel Road,
    Skelmersdale,
    England, WN8 9PT.

Returns Policy

How long do I have to return goods?

Hotter’s 100% Happy Promise allows you to send goods purchased from our mail order catalogue, from www.hotter.com or from a Hotter store, back to us for an exchange or refund within 90 days of receipt. No quibble, your comfort is our promise.

Please note: During Sale periods, we do ask that you return any goods for exchange to us within 14 days of receipt.

Can I still return shoes after 90 days?

Occasionally some shoes may develop a fault – if this happens within a reasonable timescale from the date of purchase then please contact a Customer Advisor on Freephone 01695 213 213 to discuss the best way to proceed.

Return goods from non-Hotter retailer

Items purchased at a non-Hotter retail outlet should be returned to the original place of purchase. If this is not possible, please contact our Retail Support Department on Freephone 0800 028 3412 with details of when and where the shoes were purchased.Please allow up to 14 days for a refund to be processed.

How should I package the goods I am returning?

Wherever possible all items should be packaged into a single parcel. If you do not have the original packaging or box, please ensure that the parcel is securely packaged. To ensure that we take the correct action upon receipt of your returned goods please complete the returns section of the order form and include this with your parcel.