01695 213 213Free Click & Collect

Returning Goods

Table of Contents

I HAVE A PARCEL TO RETURN

How do I return goods to Hotter?

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 your refund, it's that simple.

Easy Exchanges: If the shoes you have purchased don’t fit perfectly, simply return them to us and we will happily exchange for an alternative size or width fitting of the same item completely free of charge. If you would prefer a different colour or an alternative style, you will need to return the item(s) to us for a refund and place a new order.

Return via your local Post Office

  1. Register your returned items at https://www.royalmail.com/track-my-return/create/3747
  2. Fill out the returns section on your delivery note.
  3. Package your parcel securely with the delivery note inside. Remove the original address label and replace it with the returns label which came inside your parcel or the new label you have printed when registering your return. There is a maximum parcel size of 61cm length x 46cm width x 46cm depth.
  4. Drop your parcel off at your nearest Post Office, Find Yours
  5. Lost your label - don't worry. You can print another label at home, or obtain a QR code and full instructions at https://www.royalmail.com/track-my-return/create/3747 in order to return your goods.

Where is my local Post Office?

You can find details of your nearest Post Office here

I need a new returns label

If you need a new Royal Mail returns label you can download here

Return via a Hotter Store

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.

International Returns

  1. Fill out the returns section on your delivery note.
  2. Package your parcel securely with the delivery note inside. Remove the original address label and any other labels which may have been put on the package whilst in transit.
  3. Returns should be sent to Hotter Shoes, 2 Peel Road, Skelmersdale, England, WN8 9PT
  4. We don't provide a prepaid service for international returns, so you may select your own carrier. Please make sure that you obtain proof of postage and keep this until you've received your refund or replacement item.
  5. 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.

Do I have to pay to return my parcel?

You will find a prepaid returns label inside your parcel. You can use this label to return your parcel, via your local Post Office. Don't forget to register your return here. A returns fee of £2.50 will be deducted from your refund to cover returns postage. Your statutory rights are not affected.

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.

When will I receive my refund or exchange item?

Please allow up to 14 days for us to process your refund or exchange. Refunds are returned via your original payment method wherever possible, so please check your payment card or PayPal statement.

How can I track my return back to Hotter?

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 if your return has been processed. 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 your local Post Office, then you can track your parcel back to Hotter using the Royal Mail website. You just need the tracking number which you'll find on the receipt/proof of postage. Click here to go to Royal Mail tracking.

What happens if my return goes missing?

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 your local Post Office. You can email this to us at [email protected] including the following information:

  1. Bar Code / Receipt Number
  2. Style, colour and size of the item returned
  3. Date that the goods were returned
  4. Address of the Post Office used to return the goods, if applicable.
  5. Alternatively, you can send this information to our Mail Order Claims Department at:

    Hotter Shoes, 2 Peel Road, Skelmersdale, UK, WN8 9PT.

Please note that is essential to keep your returns receipt so that in the event of any loss we can still provide a refund or exchange for your item(s).

RETURNS POLICY

How long do I have to return goods?

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 your refund, it's that simple.

Can I still return shoes after 30 Days?

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.

Can I return shoes purchased from an Independent Hotter Stockist?

Sorry, but we are unable to accept returns purchased through Independent Stockists. These should be returned to the original place of purchase.