Ordering Your
Hotter Shoes

We're here to help every step of the way

The fun part of searching www.hotter.com is selecting your favorite pairs of shoes, once you've solved that dilemma we've made sure it's simple and secure to complete your order. Your shoes will soon be winging their way to your door and you'll be walking on air in no time!

How long before my shoes arrive

When you order from our website we will confirm receipt of your order within the hour. You will be charged using the payment method chosen after your items have been selected from our warehouse and dispatched to your preferred delivery address. If a product is in stock it should be shipped to you within 10 days (3-4 days for our Express Shipping service). If an item is out of stock we will contact you within 3 working days to advise you of the expected delivery date, however, if this date is not convenient we will be more than happy to discuss alternatives with you.

We will always endeavour to process your order as quickly as possible, but please allow us at least 10 days (4 days for Express Shipping) to have your shoes delivered to your doorstep. This could be longer if you are outside the USA.

How much will I be charged for my delivery?

We aim to make our shipping service as competitive as possible and have a scale of shipping charges which are dependent on your world-wide location.

  • For standard shipping to US addresses the charge is $10 per order. Standard shipping outside the US will be charged at $20 per item.
  • Shipping to a US address is free of charge on orders over the value of $150
  • We can additionally offer Express Shipping (DHL) to US addresses at a cost of $20 per order.
  • Please note that all shipping charges are non-refundable

Shipping to P.O.Box addresses

  • Unfortunately we are unable to ship to P.O. Box addresses by DHL. You will need to choose US Standard Shipping if you wish to have your parcel delivered to a P.O. Box.

Express Shipping is not offered if your goods are on pre-order.


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. For full details please refer to our No Hassle Returns page.

Can I return my shoes if they are not right for me?

We want you to love our shoes as much as we do, but in the unfortunate case that you want to return them to us we do offer a return service for all US orders. If you wish us to exchange your goods the return shipping is free, however, if you are returning them for a refund we will charge you $7 to cover our costs. Unfortunately we currently do not offer a returns service for orders shipped outside the USA. For full details please refer to our No Hassle Returns.

Credit Card Security

Our shopping system is fully protected from fraud. All credit card numbers are protected using 128-bit encryption software. They are only decrypted for us to process your payment and never held in clear text on any website. Your financial details will never be divulged or shared with any other business so you can order with absolute confidence.

We also offer our customers the option of paying by PayPal if they choose to purchase online

How do I use my special promotional code?

If you have received a special promotional code enter it in your basket at checkout and the appropriate promotion or discount will be applied to your order. Promotional codes do not apply to factory clearance, sale or last chance items, or to shoe care products. You can only use one promotional code or voucher per transaction.

Gift vouchers are no longer available to purchase from Hotter however you can use existing gift vouchers as payment for products in promotions such as the 'three for two' offer.

Get in contact

We're delighted to speak with you when everything is going right, but we know that sometime things can go wrong, so we want to make sure you get the right information, the right shoes and a first class service. If you have any queries here are all our contact details.

Our friendly and knowledgeable staff are available to help you at the times below:

Monday To Sunday 8am - 11pm ET

Write to:

Customer Services,
2 Peel Road, West Pimbo,
Skelmersdale, Lancashire,
United Kingdom. WN8 9PT

How can I track my order?

Unfortunately, at this time we cannot track orders that are being dispatched by Standard Dispatch to the United States. Currently we ask all US customers to allow 10 days for orders to be delivered. If your order has not been delivered after that time frame please contact a member of the Customer Service team on 1-866-378-7811.

We offer a tracked courier service via DHL. Delivery by this method is 3-4 days and customers ordering online will be able to track their order history, once logged into the website, by selecting 'My Account'.

International Orders

All international orders are delivered within a 14 day delivery window and this is currently on an untracked service. If you have any concerns about your international order please contact a Customer Advisor on www.hotter.com/us/en/info/Contact-Us