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 Promise allows you to send your item(s) straight back to us for an exchange or refund. No quibble, your comfort is our promise. Simply return or exchange within 90 days of purchase. 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.

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, from or from our Hotter stores 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.

We're delighted to offer you a choice of UK returns services, please use whichever is most convenient:

  • Hermes courier collection - You can arrange collection from your home at, or by contacting your local courier by telephone if their details are shown on the outside of your parcel.
  • If you need a new returns label you can download the PDF here.
  • Hermes ParcelShop stores - you can find details of your nearest location here
  • Hotter stores - our staff will be delighted to help you out, just click here for Hotter store locations and opening hours. PLEASE NOTE you cannot currently return items purchased via PayPal to our Hotter stores.

How should I package my goods that I'm 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.

Can I return goods to Hotter that I've purchased from an independant stockist?
Shoes purchased from a retail outlet should be returned to the original place of purchase. If, however, this is not possible, please contact our Retail Support Department on 0800 028 3412 with details of when and where the shoes were purchased.

How will I be refunded?
Refunds are processed through your original payment method. For example, if the original order was paid for by cheque, then the refund will be returned to you by cheque, and if the original order was paid for by debit or credit card, the refund will be made to your card.

Do I have to pay to return my parcel?
If you require an exchange for an item with delivery to a UK address it's free of charge if you use one of our pre-paid services.

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

What if my return goes missing in transit?
In the unfortunate case of a returned item going missing we'd ideally need to see the proof of postage that was issued by the Hermes courier or the Hermes ParcelShop at the time of returning the parcel. Please send this, along with a covering letter, to the "Mail Order Claims Department".
In the letter please include details of the style, colour and size of the item you have returned.
If you DO NOT have the proof of postage:
Send a letter addressed to us marked for the attention of the "Mail Order Claims Department" including the following information:

  • Style, colour and size of the goods returned
  • Date that the goods were returned
  • Address of Hermes ParcelShop used to return the goods if applicable.

I would like to speak to someone about returning my order, who do I contact?
To speak to one of our advisors about returning shoes you have purchased please call 0800 083 8490.

How long will it take before my return is processed?
Your return will be processed as soon as possible, but please do allow us up to 14 days.