Returning Goods

If you need a new returns label you can download the PDF here.
 
What is the Returns Policy?
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. Hotter's 100% Happy Guarantee allows you to send your item(s) straight back to us for an exchange or refund within 90 days of receiving your order. Shoes must be in perfect condition and with their original packaging. During Sale periods we do ask you to return any goods for exchange within 14 days of receipt. This will insure that you receive your replacement goods at Sale prices.

This is in addition to the distance selling regulations.
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How long have I got to return goods?
We will exchange or replace goods purchased from our Mail Order catalogue if they are returned to us within 90 days of you receiving them, however, to ensure that any exchange is processed in line with your original purchase price, we would encourage you to return any unwanted goods at your earliest convenience.
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How do I return goods?
Goods for exchange or refund should be returned via the Post Office using the returns label provided with your order. Please keep the receipt of postage until your refund or exchange has been received.
If you need a new returns label you can download the PDF here.
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How should I package my goods that I'm returning?
Wherever possible all items should be packaged into a single parcel. If you do not have the original packaging or box, please ensure that the parcel is securely packaged. To ensure that we take the correct action upon receipt of your returned goods please complete the returns section of the order form and include this with your parcel.
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Can I return goods to Hotter that I've purchased from a retail outlet?
Shoes purchased from a retail outlet should be returned to the original place of purchase. If, however, this is not possible, please contact our Retail Support Department on freephone 0800 028 3412 with details of when and where the shoes were purchased.
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How will I be refunded?
Refunds are processed through your original payment method. For example, if the original order was paid for by cheque, then the refund will be returned to you by cheque, and if the original order was paid for by debit or credit card, the refund will be made to your card.
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Do I have to pay to return my parcel?
Exchanges
If you require an exchange for an item to a UK address it's free of charge. Please send your item/s back via the Post Office using the label that's provided with your order.

Refunds
If you require a refund for your returned item you will be charged £2.20 to cover return postage. Please send your item back via the Post Office using the label provided with your order and the amount will be deducted from your refund. By choosing a replacement item instead of a refund you will not incur this charge. This does not affect your statutory rights.
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What if my return goes missing in transit?
If you have the certificate of postage that was issued by the Post Office at the time of returning the parcel, please send the certificate to us along with a covering letter addressed to the "Mail Order Claims Department".
In the letter please include details of the style, colour and size of the item you have returned.
If you DO NOT have the certificate of postage that was issued by the Post Office at the time of returning the parcel:
Send a letter addressed to us marked for the attention of the "Mail Order Claims Department" including the following information:
* style, colour and size of the goods returned
* date that the goods were returned
* Address of Post Office used to return the goods
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I would like to speak to someone about returning my order, who do I contact?
To speak to one of our advisors about returning shoes you have purchased please call freephone 0800 083 8490.
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How long will it take before my return is processed?
Your return will be processed as soon as possible, but please do allow us up to 21 days.
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