Terms and Conditions

Overview

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.

Cookies

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.

Feedback

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.

Security

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, you can either take your item(s) to any Hotter store, along with your proof of purchase and original payment card, or send your item(s) back to us via your local Hermes ParcelShop, including your completed returns form in your parcel. Returns to a Hotter store are free; returns via Hermes incur a charge of £2.50 to cover return postage which will be deducted from your refund.

We will not pay the cost of returning goods for orders despatched outside of the UK, this is the responsibility of the Customer.

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.

Payment

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.

Prices

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 Cards

Hotter Gift Cards are available for purchase online at www.hotter.com, in Hotter stores and via the Hotter Contact Centre. Gift Cards can be redeemed in the UK at Hotter stores, or over the phone through our Contact Centre.

They are not redeemable in any independent retail stores or Boundary Mill outlets.

Gift Cards cannot be redeemed online at this time.

A Gift Card may be exchanged for goods of a higher price than the value on the Gift Card on payment of the difference.

Gift Cards cannot be purchased as part of a promotion.

Gift Cards may only be purchased online as a separate transaction to any other product (i.e. shoes, accessories, shoe care, etc.)

The Hotter Gift Card is not a cheque guarantee, credit or charge card.

Hotter Gift Cards should be treated as cash. Hotter will not accept liability for lost, stolen or damaged cards.

Gift Cards are available to purchase in denominations of £25, £50, £65, £75, £100, £125, and £150. When you use a Hotter Gift Card, the amount of your purchase will be deducted from the balance on the card and will be updated after each transaction. Change will not be given however the balance may be redeemed against future purchases.

If any product purchased with a Hotter Gift Card is subsequently exchanged for a product of a lower price or a refund, or the order is cancelled, any money owing will be added to the remaining balance on the card or, if more appropriate, a new card will be issued.

When ordering a Gift Card online, the recipient's contact details will be shared with our Gift Card supplier and despatch facilities for delivery purposes only. Gift Cards are despatched directly from our suppliers to the name and address details provided by the purchaser. If the purchaser chooses to have the Gift Card despatched to an address other than their own, the purchaser should ensure that they inform the recipient to expect the Gift Card.

Hotter Gift Cards are valid for a period of 24 months from original purchase. If it is not used within 24 months the card will automatically expire and the balance on the card will be forfeited.

Hotter Gift Cards cannot be redeemed or exchanged for cash or another Gift Card and are non-refundable.

Hotter will cancel the value of the Gift Card if we fail to receive payment from the purchaser's bank or card company for the initial purchase of the card. Further action may be taken where the fraudulent use of a credit card is suspected.

Gift Cards will be subject to verification at time of presentation. Hotter reserves the right to refuse to accept a Gift Card in payment or part payment of any item where it reasonably suspects that the card or any amount on it may have been stolen, tampered with, duplicated or obtained in another illegal way.

All refunds / exchanges of goods purchased with a Hotter Gift Card will be made in accordance with Hotter's refund policy. This does not affect your statutory rights.

Hotter reserves the right to add to or amend these terms and conditions from time to time, where we consider it reasonable and necessary to do so for security, regulatory or other legal reasons. Reasonable notice will be given where possible. The current conditions will be available at www.hotter.com.

Purchasing the 60th Birthday Shoe

  1. These customisable shoes are available for a limited time only (available to purchase between Wednesday 2nd October until Sunday 17th November 2019).
  2. We cannot accept returns or offer refunds on this customised shoe, unless we have made an error in processing or manufacturing your order, or the item is defective.
  3. Delivery of the customised shoes will be 4 weeks from the final order being confirmed, the order being placed and payment made.
  4. This shoe is excluded from all promotions.
  5. Orders must be placed either, in one of our Hotter stores (please go to our store locator to find your nearest store); or over the phone with one of our customer service advisors, please call 01695 213 213.
  6. Orders cannot be placed in an outlet, garden centre, or Boundary Mill.

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, discounted products (including sale/clearance/last chance items) and Gift Cards 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.

Competition/Giveaway

  1. Competitions/giveaways 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, unless otherwise specified. The notification will include details on how the prize can be claimed. If the winner does not respond within 14 days of being notified by Hotter, then the winner's prize will be forfeited and Hotter shall be entitled to randomly select another winner.
  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.
  12. By entering the Competition/Giveaway, you agree to be bound by these terms and conditions.
  13. By submitting your personal information you agree to receive emails from Hotter containing marketing activity and offers that we think may interest you.
  14. By entering the Competition/Giveaway, you agree to the collection, retention, usage and distribution of your personal information in order to process and contact you about your prize.
  15. Hotter accepts no responsibility for any costs associated with the prize and not specifically included in the prize.
  16. We reserve the right to cancel, amend and/or substitute the prize at any time with or without prior notice due to reasons outside its control.

60th Birthday Shoe Giveaway

  1. Giveaway is open to UK residents, aged 18 years or over.
  2. No purchase is necessary.
  3. The Giveaway is entered by submitting a valid email address on the 60th Birthday Giveaway page on the Hotter.com website, or in a Hotter store via iPad or competition card, between the 28th August and 25th September 2019.
  4. The prize is one pair of limited edition Hotter 60th birthday shoes, in a style and size of the winner's choice, fully customised as outlined on the 60th Birthday Giveaway page.
  5. The winner will be drawn at random from the valid entries by 30th September 2019.
  6. The winners will be notified by email within 7 days after the competition has closed. The notification will include details on how the prize can be claimed.
  7. If we don't hear back from the winner within 2 weeks of informing them of their win, we reserve the right to select a new winner at random from all valid entries.
  8. The winners of the prizes draw will receive the prize stated.
  9. Entry is strictly limited to one entry per person.
  10. There is no cash alternative to the stated prizes.
  11. There are no returns or refunds available on the 60th Birthday shoe.
  12. Delivery of the winner's customised shoes will be 4 weeks from the final order being confirmed and placed.
  13. This shoe is excluded from all promotions.
  14. Employees of Beaconsfield Footwear Limited and their families are excluded from entering.
  15. The judge's decision is final. No correspondence will be entered into.
  16. The promoter is Hotter Comfort Concept - Hotter Comfort Concept, Beaconsfield Footwear Ltd, 2 Peel Road, West Pimbo, Skelmersdale, Lancashire, WN8 9PT
  17. Hotter reserve the right to feature photographs, names and locations of prize winners in future promotions, social media and any promotional publications.

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.