TABLE OF CONTENTS

RETURN VIA YOUR LOCAL POST OFFICE

I HAVE A PARCEL TO RETURN

• All items purchased from 1st November 2023 to 24th December 2023 have until 27th January to return. Purchases from 25th December 2023 onwards fall under our standard 30 day returns policy. All returned items must be returned unworn and in their original packaging along with proof of purchase.

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.

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. To find our nearest store use https://stores.hotter.com/shoe-shops/

INTERNATIONAL RETURNS (INCLUDES CHANNEL ISLANDS)

We do not provide a pre-paid or free returns service. The cost of returning any goods from outside of the UK is the responsibility of the sender

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. . A returns fee of £2.95 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, there is no returns fee, if you use our prepaid service.

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. - During sale periods this may take longer. 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?

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 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.