Hotter Shoes: Terms and Conditions



Here’s all the small print you need to give you confidence when making a purchase at 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 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:

  • 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 showing in stock 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.

    You must ensure that when you order any goods at 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 details provided through the 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 Shoes Limited 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 79 79 79 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 your username and password secure at all times as they will help you retrieve your details and make ordering quick and easy.

    Our Privacy Policy can be found at


    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 Shoes Limited 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 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, Hotter Shoes Limited, 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 your 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 £2.95 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 are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

    Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.

    If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.

    To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

    You can cancel by email to [email protected] or call 01695 79 79 79, or write to: Customer Services, Hotter Shoes Limited, 2 Peel Road, Skelmersdale, Lancashire, WN8 9PT.

    Or you can cancel by printing and completing the cancellation form shown below and returning to us via any of the above methods.

    If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

    We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.


    To: Hotter Shoes Limited, 2 Peel Road, Skelmersdale, WN8 9PT

    Email Address: [email protected]

    I (insert name) **********__ hereby give notice that I (insert name) ****__**_**___** cancel my contract of sale of the following goods:

    List items ordered:

    Order date:

    Name of consumer (insert name):

    Address of consumer (insert address):

    Signature of consumer (only if form is notified on paper):

    Email address of consumer:



    We make every effort to reproduce colours on 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 FAQs to view our returns procedures.

    TRADING NAMES', and 'Hotter' are trading names of Hotter Shoes Limited, Woolovers House, Victoria Gardens, Burgess Hill, England, RH15 9NB. Registered in England and Wales 14705827. VAT number 440 419 616.


    Payments on can be made using Visa & Mastercard Credit cards and Visa Debit or by PayPal Visa and Mastercard payments are processed on Hotter’s behalf by Adyen. Payments will be subject to payer authentication and full payment for the order total will be taken at the point of order. Hotter are compliant with Strong Customer Authentication legislation and your payment may be subject to additional authentication as required by your card issuer. You will be advised of the date of expected delivery at the point of order. Your payment details will be tokenized and stored securely by Adyen. Acceptance of these terms and conditions is confirmation that Hotter is permitted to retain the customer’s card details and process payments up to a maximum of the value of the related order. Tokenized card details are retained by Adyen, and are linked to a customer’s account on Retained card details can be applied against a future order on but Hotter cannot process additional payments without customer consent.

    If you place your order through our contact centre we will request authorisation for the full amount of your order, and will debit your payment card at the point we despatch items from your order. For your security payment authorisation only remains as pending for a short period of time (normally around 5 days). Should items not be available for immediate despatch we will request further authorisation for funds to pay for your goods prior to despatch.


    Post and package costs where applicable are charged per order where delivery is to 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 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.


    Unfortunately we are not able to offer gift cards at this moment in time. . If you have a gift card issued within the last 2 years, you may redeem this on orders placed through our contact centre on 01695 797979.


    Promotional & email sign up 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. When you sign up to our email program you will receive an introductory offer, this offer may only be redeemed once and the above exclusions apply.

    Free UK Delivery - To be eligible for Free Standard UK Delivery your basket must be over the value of £120, 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 Shoes Limited 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.

    30% Off Selected Outdoor, Active & Sandals

    This offer entitles the customer to a 30% discount off selected full price womens and mens outdoor, active & sandals. A minimum spend of £30 is required to qualify for this offer. Excluded from this offer are all other full price styles and any other outdoor, active & sandals already discounted. Offer valid until Midnight Monday 27th May 2024. 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. Employees of Hotter Shoes Limited and their families are excluded. The winners will be drawn at random from the valid entries received by us.
    2. Entry is strictly limited to one entry per person.
    3. 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.
    4. The winners of the prizes draw will receive the prize stated.
    5. There is no cash alternative to the stated prizes.
    6. These prizes must be won.
    7. The judge's decision is final. No correspondence will be entered into.
    8. The promoter is, Hotter Shoes Limited, 2 Peel Road, West Pimbo, Skelmersdale, Lancashire, WN8 9PT
    9. Hotter reserve the right to feature photographs, names and locations of prize winners in future promotions.
    10. By entering the Competition/Giveaway, you agree to be bound by these terms and conditions.
    11. By submitting your personal information you agree to receive emails from Hotter containing marketing activity and offers that we think may interest you.
    12. 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.
    13. Hotter accepts no responsibility for any costs associated with the prize and not specifically included in the prize.
    14. 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.


    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.