Take your item(s) and original payment card to the Hotter store with your till receipt or this delivery note to obtain your exchange or refund. If you originally purchased your item(s) by Gift Card we will refund you with a Gift Card to the relevant value. Use our store locator to find your nearest store.
Please note: If you placed your order online using PayPal, you can still return your goods to a Hotter store. They will accept your returned item(s) and arrange for our Head Office team to process your refund to your PayPal account. It can take up to 5 days for refunds to show on your account statement.
If you need to return any item(s) purchased from our mail order catalogue, from www.hotter.com or from a Hotter store, please send it back unworn and in the original condition with proof of purchase within 30 days of receipt, and we'll process an exchange or refund, it's that simple.
We're delighted to offer you a choice of UK return services, please use whichever is convenient.
Please remember to use the returns label which came inside your parcel. Lost your label - don't worry. Many ParcelShops can print a label in store. Follow the link and just click on "Print Labels at ParcelShop" to get those that have the printing service.
You can find details of your nearest Hermes ParcelShop location here
If you need a new returns label you can download the PDF here
You will find a prepaid returns label inside your parcel. You can use this label to return your parcel, via a Hermes ParcelShop.
Please note: If you don't use our prepaid service 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 our prepaid service.
Refunds If you require a refund for your returned item, you will be charged £2.50 to cover the return postage if you use our prepaid service. 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.
If you need to return any item(s), please send it back unworn and in the original condition with proof of purchase within 30 days of receipt, and we'll process an exchange or refund, it's that simple.
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.
Refunds and exchanges are processed within 14 days of receipt.
This is in addition to your statutory rights.
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, 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.
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 ParcelShop. You can email this to us at [email protected] including the following information:
Alternatively, you can send this information to our Mail Order Claims Department at:
Hotter Shoes, 2 Peel Road, Skelmersdale, UK, WN8 9PT.
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. However, if you need to return any item(s), please send it back unworn and in the original condition with proof of purchase within 30 days of receipt, and we'll process an exchange or refund, it's that simple.
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.
Items purchased at a non-Hotter retail outlet should be returned to the original place of purchase. If this is not possible, please contact a Customer Advisor on 01695 213 213 with details of when and where the shoes were purchased.
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.