I purchased several pairs at the same time. The soles on one pair disintegrated after being stored- it is apparently a well known fact that this happens. I contacted Hotter and after several e-mails they arranged for a prepaid carriage label and I returned them for examination. I also forwarded photographic evidence. After a month I again complained and was offered an alternative pair of shoes. I judge a company by the quality of their customer relations department. The response was slow but resulted in a satisfied customer who will continue to enjoy the comfort of their UK manufactured shoes. So well done to all the staff who provided a happy ending !