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.

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

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.

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

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.

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.

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.

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.

You will receive an email to confirm that your parcel has been received at our warehouse and will be processed as soon as possible, but please allow us up to 21 days. Refunds will be made using your original payment method and will be visible on your card statement within 14 days.

Please note: P&P delivery charges are non-refundable. This does not affect your statutory rights.

Simply fill in the returns form included in your order and advise if you would like an exchange or replacement item to be sent out to you. Don’t forget to advise which style, size and colour you require.

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.

You will receive an email to confirm that your parcel has been received at our warehouse and will be processed as soon as possible, but please allow us up to 21 days. Refunds will be made using your original payment method and will be visible on your card statement within 14 days.

Please note: P&P delivery charges are non-refundable. This does not affect your statutory rights.

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.

Alternatively, you can send this information to our Mail Order Claims Department at Hotter Shoes, 2 Peel Road, Skelmersdale, England, WN8 9PT.

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.

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 0800 083 8490 to discuss the best way to proceed.

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.

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.