I bought a pair of Mystery boots on 25/09/2015 for £95 hoping the price would confirm their comfort and warmth. They were the coldest boots I have ever had and, to add insult to injury, the zips started to unravel and phoned Hotter to check about returns and at no time was advised that I could take them back to the sort to be refunded. I was sent a postage paid label which was good and posted them on the Monday. It took almost 2 weeks for them to confirm receipt (which I will admit may have been Royal Mail). There was another phone call in which I was told I could have credit for them but because it had been back in September that I had bought them (but had not worn them much bearing in mind that it wasn't cold then and they weren't the warmest of boots anyway) I would only be allowed to have vouchers to the same amount. Miffed but was well aware that Customer Service were going to stick their heels in when I requested a cheque and was refused, so accepted rather than have the boots back or a replacement pair. It took another week to get the vouchers to me. I have been in to the Hotter branch instore at Gloucester Garden Centre (where I bought them from) and the two ladies in there could not have been more pleasant and helpful. Sadly I was told that, I had I returned them there, I would have had a refund onto my card but the time was past. I have bought 2 pairs of sandals in the 2 for £95 range and am keeping my fingers crossed. It is the last time that I will buy a pair of Hotter shoes, so yet another customer lost. Do they not read any feedback for see what customers are saying ??