Terms and Conditions


Here’s all the small print you need to give you confidence when making a purchase at hotter.com. We think we’ve got everything covered in our terms and conditions, but if you’ve got any additional questions and queries you can always have a look at our Frequently Asked Questions section or get in contact with us via our Contact Us page.

The terms and conditions below apply to the use of the hotter.com website, and by placing an order with us you are agreeing to accept them.

Remember that sometimes we may make changes to our service and systems, if this happens we’ll update these terms and conditions so make sure you check them regularly.

Our contract with you

When you submit an order using our website we will follow the procedures detailed below:

  • A standard pre-authorisation check will be completed if you select to pay by on your credit/debit card when you submit your order to ensure there are sufficient funds to fulfil your order. You will then be charged after your items have been selected from our warehouse and despatched to your preferred delivery address or your chosen Hotter store.
  • You will receive a confirmation e-mail as an acknowledgement of your order within one hour.  This e-mail does not constitute acceptance of your order by us. 
  • Acceptance of your order and the formation of the contract between you and us will take place when we despatch the goods to you. 
  • In periods of high demand certain items marked ‘Available to Order’ may not be available for immediate despatch. If your item is not available for immediate despatch, we will contact you by email to advise you of the expected despatch date.
  • All orders are subject to acceptance and product availability. Some product, sizes or colours may only be available whilst stocks last.
  • In the unlikely event that we are unable to fulfil your order, we will attempt to contact you to discuss alternative options within three working days.
  • In times of high demand timings may change, please refer to 'Ordering info' page for the latest details.

You must ensure that when you order any goods at hotter.com they are for your personal and domestic use only and are not for resale.

You must agree that all information provided when you complete your order is true and accurate and that all credit/debit card/PayPal details provided through the hotter.com website are in your own name.  Fraudulent use will mean that we pass your details to the relevant crime and prevention authorities for investigation.

Privacy Policy

Hotter Comfort Concept values your privacy and the information set out below explains what data we collect, why we collect it and how we use your details.

Please remember that you can access our website home page and browse our site without disclosing any personal data.  If you would like to purchase but not disclose any personal data over our website please contact our UK call centre on 01695 213213 where our friendly advisors will be glad to place your order over the phone.

When you place your order on our website you have the option to register by providing your name and full address details (and delivery address if different to your billing address), contact telephone number and e-mail address.  This information will be securely stored - it is only accessible to you via your username and password.  You should keep you username and password secure at all times as they will help you retrieve your details and make ordering quick and easy.

The purpose of Criteo Email is to find visitors of Criteo advertising clients' properties (websites, apps and newsletters) and send them personalized emails. Criteo uses cookies to single out users and then personalize ads based on their browsing experience. To learn more or opt out of Criteo Email click here

How do we use the information you give us?

We use the information you provide us:

  • To administer your account and we may disclose your details to our third party service providers for the purposes of processing your order.
  • To let you know via email, post or phone about new Hotter Comfort Concept products or services which may be of interest to you.
  • We may pass information to other carefully selected third parties who may use it to tell you about other goods and services which they think you may be interested in. We never disclose your payment details to these third parties.
  • We may pass on non-personal aggregated information about sales and website usage to reputable organisations for research or analysis purposes.

Customer consent

By using hotter.com you consent to the information you provide being used for any of the above purposes, except where you have decided to opt out of being contacted by third parties or receiving our newsletter during the registration process. To change your preferences please write to us at Customer Services, Beaconsfield Footwear Ltd, 2 Peel Road, West Pimbo, Skelmersdale, Lancashire WN8 9PT.


In common with other websites we use “cookies”. These are small files that our website puts on your hard drive so that it can remember information about you at a later date.  Our online ordering system uses a cookie to record a unique reference on your computer so that we can keep track of your order and retain the contents in your shopping basket

We use cookies, for example, to:

  • Ensure that items placed in your shopping bag and orders are processed correctly
  • To identify you as you travel around our site
  • To provide site usage information, which together with purchase information, will further help us improve and develop the products and services offer.

No recognisable personal information is stored in the cookie that can link it back to an individual.  You can use your own internet browser to control the use of cookies on you computer and can enable or disable them at any time.


If you have any comments, queries or complaints in relation to our privacy policy you can find all our contact details on our Contact Us page.


We take your online security seriously and protect the information you provide us by:

  • Placing your order through an advanced secure server which encrypts all the information you input before it is sent to us.
  • Encrypting credit card numbers both before an order is processed and when stored on the database.
  • Complying with the standards, procedures and requirements laid down by the UK Data Protection Acts 1984 and 1998 to ensure that your personal information is kept secure and processed fairly and lawfully.

To check the security of our website, simply look in the lower bar of your browser when you fill in your payments details. You will see an unbroken key or closed lock, showing that the encryption is active and your information is secure.  For security reasons, we recommend that you do not send credit card numbers by standard email but use the secure facility which we provide.

General Terms and conditions

Order with complete confidence

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.

Easy Exchanges

If you'd like to exchange for an alternative then of course you can. Return your order using our FREE return postage system, simply note which item, size and colour of style to would like in exchange.

No Hassle Returns

If you can't decide on an alternative and would like a refund; simply send your item(s) back via the return invoice inside your order. Once we've received your returned items, we'll refund your money minus £2.50 to cover return postage.

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 No Hassle Returns page or in our FAQs. This is in addition to your statutory rights.

Cancelling your order

You may request cancellation of your order at any time up to the point we prepare your order for despatch - you can do this by telephone on 01695 213213 or by e-mailing us at cancellations@hotter.com. Please ensure you provide us with your name, address including postcode, the product ordered and your Order ID from your confirmation e-mail. If you wish to return your products once they've been received, please follow the procedure set out on our No Hassle Returns page and in our FAQs

Hotter shoe size advisor

Use our online shoe size advisor as an aid to finding your perfect Hotter fit. All sizes provided are approximate, designed to give you an indication of the fitting and size. If you have any queries regarding the result, please contact a Customer Advisor to discuss which size you should choose.

Colour reproduction

We make every effort to reproduce colours on hotter.com as accurately as possible, however, colour displays can be different depending on your computer settings, so exact colour matches are not possible. This means that colours of the products you order may differ from what you see on screen.  If you are not satisfied with the colour of the product you have ordered please refer to our our FAQs to view our returns procedures.

Trading Names

'hotter.com', 'Hotter' and 'Hotter Comfort Concept' are trading names of Beaconsfield Footwear Limited, 2 Peel Road, West Pimbo, Skelmersdale, WN8 9PT. Registered in England and Wales 641365. VAT number 918 434 905.

hotter.com is a member of the Mailing Preference Service, who you can contact to have your name and address removed or added to members’ mailing lists. Details are available from MPS, Freepost 22, London W1E 7EZ.


We accept the following credit/debit cards: Visa, Mastercard and Visa Debit card, and PayPal for online orders. All payment methods subject to validation checks and authorisation by the payment provider.  If the issuer of your payment card/account refuses to authorise payment to us we will not be liable for any delay or non delivery.

Postage and packing costs

Post and package costs where applicable are charged per order where delivery is to the UK and per item for orders placed for delivery outside the UK. Post and package charges are non refundable. Please see our FAQs for further details. 

Please note: Unfortunately, due to restrictions around transporting potentially hazardous materials by air carrier, we are unable to deliver aerosol or pump spray shoe care products outside of mainland Britain – this includes the Isle of Man, Isle of Wight and the Channel Islands.


All prices listed on hotter.com are correct at the time the information is placed, however, we reserve the right to change the price of products at any time.  All prices include VAT at the current UK rate.  Orders delivered to addresses outside the UK may incur import duties and taxes at their destination.  Payment for these is the responsibility of the addressee.  We recommend you contact your local customs office for further information.

Gift Vouchers

From August 2016, we no longer sell Hotter gift vouchers. Any gift vouchers purchased before this time can be redeemed in store or through the Mail Order service for up to two years from the issue date on the voucher.

Promotional offers

Promotional Offers are only valid on orders valued at £25 and over and are conditional upon purchasing a full priced item(s) unless otherwise stated. Shoe care products and discounted products (including sale/clearance/last chance items) are excluded from promotional offers.Offer codes must be quoted at the time of placing the order and cannot be applied retrospectively or used in conjunction with any other offer unless this has been specified separately. Only one offer per transaction can be used.

Free UK Delivery - To be eligible for Free Standard UK Delivery your basket must be over the value of £100, this is after any promotional codes, discounts or multi-buy offers have been applied.

Free returns promotions - Free returns applies within the UK only, and to items returned via our pre-paid services.

We reserve the right to cancel and/or amend promotional offers at any time. Offers cannot be exchanged for cash or used as a method of paying any outstanding customer debt. Offers are not redeemable at any independent shoe retailers who stock Hotter shoes. Additional terms and conditions may be applied to promotions, details of which will be included in the offer correspondence.

When returning goods or amending an order on which you have received a promotional offer, please be aware that if your return or amendment means your revised order will fall below the original offer threshold we will adjust your refund or payment due accordingly to reflect the value of your revised order.

Free gifts are conditional upon purchasing and keeping a full priced item.

Discount and voucher codes published by 3rd party websites are issued with standard terms and conditions and additional Hotter Comfort Concept terms and conditions apply. The discount or voucher code can only be used on full priced items which excludes reduced priced items. Discount and voucher codes are not to be used in conjunction with any other offer. Promotional offers may be withdrawn at any time.


  1. Competitions are open to UK residents, aged 18 years or over.
  2. No purchase is necessary.
  3. Employees of Beaconsfield Footwear Limited and their families are excluded. The winners will be drawn at random from the valid entries received by us.
  4. Entry is strictly limited to one entry per person.
  5. The winners will be notified by email within 28 days after the competition has closed. The notification will include details on how the prize can be claimed.
  6. The winners of the prizes draw will receive the prize stated.
  7. There is no cash alternative to the stated prizes.
  8. These prizes must be won.
  9. The judge's decision is final. No correspondence will be entered into.
  10. The promoter is Hotter Comfort Concept - Hotter Comfort Concept, Beaconsfield Footwear Ltd, 2 Peel Road, West Pimbo, Skelmersdale, Lancashire, WN8 9PT
  11. Hotter reserve the right to feature photographs, names and locations of prize winners in future promotions.

Waterproof Guarantee

Footwear using GORE-TEX® membranes is 100% durably waterproof, breathable and designed to keep your feet dry and comfortable at all times.  The pores in the membrane are small enough to stop any water getting into your shoes, but are large enough to let moisture escape. This technology provides the ideal climate comfort in the shoe during all kinds of outdoor activities, even in adverse weather conditions.

All components (leather, textile) and the shoe construction itself are precisely coordinated together and subjected to regular quality inspections.

GORE-TEX®, GORE-TEX®  GUARANTEED TO KEEP YOU DRY®, and designs are trademarks of W.L. Gore and Associates.