Returning Goods

Table of Contents

WHAT IS THE RETURNS POLICY?

Every style we create has been designed, crafted and tested to ensure it meets our exacting quality standards. However, if for any reason you are not completely satisfied with your purchase and would like a refund, you may return your item(s) to us within 60 days of receipt. Items must be unworn and returned in the original condition and packaging, along with a completed returns form.

HOW LONG HAVE I GOT TO RETURN GOODS?

You have 60 days from receipt, to return any unworn item(s) for a refund.

HOW DO I RETURN MY ITEMS?

  1. Complete the returns form section of your despatch note by entering the appropriate reason code against the product(s) you are returning.
  2. Place the returns form in your parcel and pack your returned item(s) in the original packaging. It is really important that you include this form so that we can trace the parcel back to you.
  3. You will find your pre-paid returns label in your parcel. Peel off the returns label and place on the outer carton of your parcel, ensuring all other labels have been removed.
  4. U.S. parcels only: • Drop your parcel into the U.S. Mail – at home, at work, at the Post Office, or visit www.usps.com/pickup to arrange a package pick up. • Where possible, please obtain a receipt and retain it until you receive your refund. • No postage is required to return your parcel. • For your reference please make a note of your returns tracking number which can be found on the front of your despatch note.

Please note: If you choose to return your item(s) by any method other than using our prepaid label, you will be responsible for any shipping costs.

If you are returning goods from outside of the U.S. please send to: Hotter, 2 Peel Road, Skelmersdale, WN8 9PT, United Kingdom. Returns shipping charges are the responsibility of the sender.

WHERE CAN I GET A REPLACEMENT RETURNS LABEL?

If you have misplaced your label you can create and print a new one by clicking here, or by emailing [email protected]

HOW SHOULD I PACKAGE MY GOODS THAT I'M RETURNING?

Wherever possible, all items should be placed in a single package. If you are reusing the original packaging or box, please cover all previous labels and markings with heavy black marker or adhesive labels. If you are not using the original packaging or box, please ensure that the package is suitable for international shipping. Please make sure that your package is securely sealed. The U.S. Postal Service recommends that you tape the opening of your box and reinforce all seams with 2" wide clear or brown packaging tape and place cushioning all around the items, so they do not shift in the package. To ensure that we take the correct action upon receipt of your returned goods, please complete the returns form and include this in your package.

HOW WILL I BE REFUNDED?

Refunds are processed through your original payment method. For example, if the original order was paid for by debit/credit card or by PayPal, the refund will be made to your card or PayPal account.

DO I HAVE TO PAY TO RETURN MY PACKAGE?

You will be charged $7 to cover the cost of return shipping – this will be deducted from your refund.

The cost of returning goods from outside of the US are the responsibility of the sender for both exchanges and refunds.

WHAT IF MY RETURN GOES MISSING IN TRANSIT?

If you have the receipt that was issued by the US Postal Service at the time of returning the package, please send us a photocopy of your receipt along with a covering letter with the reference US MAIL ORDER CLAIMS, to;

USA Customer Services, Hotter, 2 Peel Road, Skelmersdale, Lancashire, WN8 9PT, UK.

In the letter please include details of the style, colour and size of the item you have returned. If you haven't got a receipt for your returned parcel please contact us toll free on 1 866 378 7811.

HOW LONG WILL IT TAKE BEFORE MY RETURN IS PROCESSED?

Returns will be dealt will as promptly as possible; however, at busy times it can take up to 28 days to process your refund. Please retain your receipt for proof of shipping until you have received your refund.