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

We will always endeavour to process your order as quickly as possible, but please allow up to 5 working days for delivery within the UK of in stock items, and up to *10 days *for international deliveries.

Click and Collect

If you choose Click and Collect from over 77 stores nationwide, we will send you an email as soon as your order is ready for collection, normally within 7 days from placing your order. However, many parcels arrive and are ready for collection sooner. Please bring proof of identity with you when collecting your order.

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 .

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 all UK orders. If you wish us to exchange your goods the return shipping is free, however, if you are returning them for a refund using our pre- paid service we will charge you £2.50 to cover our costs. Unfortunately we currently do not offer a returns service for orders shipped outside the UK. For full details please refer to 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.

  • For deliveries within the UK post and packing is £4.95 per order.
  • For the rest of the world postage and packing is £12.50 per item
  • Click and collect from our Hotter stores is free of charge

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 despatch to ensure the VAT free price is charged when your order is despatched 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

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. You can only use one promotional code or voucher per transaction.

Gift vouchers are no longer available to purchase Hotter however you can use existing gift vouchers as payment for products in promotions such as the 'three for two' offer.

Get in contact

We're delighted to speak with you when everything is going right, but we know that sometime 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:

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/gb/en/info/Contact-Us