I agree with others comments about customer care. I returned a pair of shoes to store in and they said that they would ask for a replacement pair to be sent to me. So far so good as they came the following day. The staff in store were very helpful. However, sadly these shoes did not fit so I returned them on 14 Dec asking for a wider fit in a half size smaller. I did not receive a pair and have had no end of trouble getting through to the helpline so resorted to emailing customer services. Today I received a cheque less the amount for postage. Hotter thinks that this is a good way to treat customers. I for one won't order on line again if their system is broken like this. I have written to them expressing my concerns but doubt I will get a reply.