I do not have any problems with the quality of the shoes, they are comfortable and soft. At full price they are quite expensive, so I only buy when offers are advertised, and to be honest there always seems to be some kind of offer or incentive available if you buy more than one pair of shoes. I am happy with the delivery service by Hermes which is prompt from ordering. My concern is when you request an exchange, it appears to take in excess of a week for the items via Hermes to show as a return at Hotter ( my experience). Customer services told me that there was low stock on the shoes I wanted to exchange to, and that it could take up to 21 days for an exchange to be processed and for the shoes to reach me!!! This sounds very excessive especially when I can receive a new brand new order within 3 days. Customer services suggested I re buy another pair of shoes for a speedier delivery, then apply for a refund on my original order ( takes up to 10 days !) There has to be another quicker method for exchanging items. The shoes I wanted to exchange were Livvy, and if I waited the 21 days plus the week it took for the first ones to be returned, it would be autumn. In the end I cancelled my order. This is a disappointing part of the Hotter system and one which concerns me for future orders.