Terms and Conditions

Table of Contents


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.


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.


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 213 213 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


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.

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.



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.


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.


If you would like a refund, you can send your item(s) back to us via your local UK Post Office using the returns label enclosed in your parcel, or you can return your goods to a Hotter Store. Returns to store are free of charge, however to cover the cost of returns postage if you return item(s) via the Post Office there is a charge of £2.50 which will be deducted from your refund. If you simply need to exchange your item(s) for the same style and colour but in a different size or fit, this service is free of charge.

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

For further information on how to return your good and returns from the Channel Isles please click here. This is in addition to your statutory rights.


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 213 213 or by e-mailing us at [email protected]. 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


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.


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.


'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.


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.


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.

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.


Promotional Offers are only valid on orders valued at £30 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.

Black Friday - 30% Off


This offer entitles the customer to a 30% discount off full price and discounted styles.

A minimum spend of £30 is required to qualify for this offer.

Excluded from this offer are gift cards.

Offer valid until Midnight Sunday 29th November 2020.

This offer cannot be used in conjunction with any other offer and is subject to availability.

You must enter the promotion code at checkout in order to purchase the item at the offer price.

We reserve the right to amend or withdraw this offer without notice or liability.


  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.


  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 nomination to [email protected] between the 3rd April 2020 until the end of the lockdown period.
  4. The prize is one pair of Hotter shoes of the winner choice. There will be one winner chosen each day.
  5. The winners will be drawn at random from the valid entries at the end of each day.
  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 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. Delivery of the winner's shoes will be 4 weeks from the final order being confirmed and placed.
  12. Employees of Beaconsfield Footwear Limited and their families are excluded from entering.
  13. The judge's decision is final. No correspondence will be entered into.
  14. The promoter is Hotter Comfort Concept - Hotter Comfort Concept, Beaconsfield Footwear Ltd, 2 Peel Road, West Pimbo, Skelmersdale, Lancashire, WN8 9PT
  15. Hotter reserve the right to feature photographs, names and locations of prize winners in future promotions, social media and any promotional publications.


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.