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Return & Refund Policy


Our Standard Returns Policy

  • You can return items within 28 days of the order date.

  • Items must be unworn, undamaged, and in resalable condition, with original packaging, dust bags, spare laces/heel tips and any tags attached.

  • For hygiene and quality reasons, we may refuse returns that show signs of wear (e.g. creased uppers, marked soles) or missing components.

  • Gift Cards (physical or eGift) are non-refundable.

  • At the moment, returns to stores are not available in the UK.

Paperless returns: We do not include a paper dispatch note.

How to Start a Return (Email-Only)

Please email info@hoticstore.co.uk within your returns window using the subject line “Return Request – Order #XXXXXX” and include:

  1. Order number, 2) Item(s) you’re returning, 3) Return reason, 4) Preferred drop-off option (if any).

Our team will reply with simple instructions and, where applicable, a prepaid QR code or printable label.
Important: If the items do not fit into one parcel, you must request an additional label per parcel. Using a single label for multiple parcels may result in loss in transit.

Packing Your Return

  • Place products in their original shoebox/bag, then into an outer shipping carton.

  • Do not tape or label directly on branded boxes.

  • Remove/cover any old shipping labels on the outer carton.

  • Keep your proof of drop-off/return receipt until your refund is completed.

Shipping & Timing

  • UK returns are free when you use the prepaid label/QR we provide.

  • Allow at least 5 business days for your parcel to reach our warehouse.

Refunds

  • Refunds are issued to the original payment method once the goods are received and inspected.

  • Please allow up to 10 business days for us to process your refund after receipt, plus up to 5 additional business days for your bank/card provider to display the funds.

  • Original shipping charges (if any) are refunded in line with your statutory rights.

Exchanges

We don’t offer direct exchanges. If you need a different size or colour, please place a new order and return your original item for a refund.

Faulty Items

On the rare occasion an item develops a fault, please email info@hoticstore.co.uk with photos and your order number. We’ll assess promptly in line with UK consumer law and our quality standards.

Cancelling Your Order (Consumer Contracts Regulations)

You have the right to cancel your entire order within 14 days of receiving it. To exercise this right, please send a clear written statement to info@hoticstore.co.uk with the subject “Cancellation – Order #XXXXXX”.

Once we receive your notice:

  • You have 14 days to send the goods back.

  • We will refund your order in full, including any standard delivery charges, within 14 days of receiving the goods back or receiving evidence of return (whichever is earlier).

  • Unless we state otherwise or the item is faulty/misdescribed, you’re responsible for the cost of returning the goods under statutory cancellation. (If you use our prepaid label, we may deduct any applicable return costs from your refund where the statutory rules allow. Our standard commercial “free returns” offer does not limit your statutory rights.)

We cannot accept responsibility for goods lost or damaged in transit. Please retain your proof of postage.

Need Help?

Email us at info@hoticstore.co.uk. We’re here to help with sizing, returns and cancellations.