Returns & exchanges by THE HOFF BRAND

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Select the country from which you will make your return

Returns

How to return an order?

You must provide the email used at the time of purchase and your order number. You can make your return HERE.
Once you select the model, size, and reason for the return, you can indicate a pick-up address. A return label will be sent to you by email, which you should attach to the outside of the box. You can drop off the package at a pick-up point (the nearest locations will be displayed based on your postal code) or arrange for a pick-up at your address.
How to prepare your return? Place the products inside their original box, and then inside the shipping box in which they were delivered to you. You must return them in perfect condition. Seal the shipping box; you can use tape. If you no longer have the shipping box, you can return them in any other box as long as it is securely closed.
Once we receive the items in our warehouse, we will proceed with the refund of the product amounts (it may take 15-20 days for the refund to reflect in your account, depending on the bank). You will receive an email when the refund has been processed.

*Purchases made at a HOFF Store can be returned at any HOFF Store. Online returns are not available, nor at HOFF Corners in El Corte Inglés.

*France: Purchases made on www.thehoffbrand.com cannot be returned at the HOFF STORE PARIS. Returns will only be accepted through this form.

What are the conditions for a return?

You can make a return within 30 calendar days from the date of receipt of the product*. It must be returned in perfect condition, in its original box or packaging, keeping the label and with all the accessories.

Sneakers wipes and laces must be returned in their original packaging and with the closure of the box.

Bags and backpacks must be returned intact, unused, with all tags and original packaging.
Socks must be returned intact, unworn, with all their original labels and packaging.

For the return of items from La Galería, it is required that they are in their original condition and with the packaging intact. We reserve the right to proceed with the refund in case they arrive in deteriorated condition.

What is the cost of the return?

ZONE	RETURN COST
Spain - Mainland	3€
Baleares and Portugal	3€
Europe 1 - France, Belgium, Italy, Luxembourg, Netherlands, Monaco	5€
Germany	15€
Europe 2 - Poland, Austria, Denmark, Ireland, Czech Republic, Sweden	10€
Europe 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece	15€
Europe 4 - Cyprus, Malta, Croatia	20€
Europe 5 - Liechtenstein, Switzerland, Norway, Andorra	30€
Europe 6 - Gibraltar, Albania, Greenland, Turkey, Ukraine	30€
United Kingdom	10€
Canada	30€

Under no circumstances will HOFF be held responsible for customs costs or any possible retention by customs. Shipments to destinations requiring customs procedures may need an additional day.

Fees for customs, storage, or any other charges at the destination will be the responsibility of the recipient. Additionally, it is the customer’s responsibility to ensure that the shipment is in good condition upon delivery. If the box is open or there are doubts or suspicions of product tampering, the customer should not accept it and must immediately notify HOFF via email at hola@thehoffbrand.com. Exceptional situations may arise that prevent compliance with these delivery times, such as promotional periods, unforeseen courier issues, system updates, or force majeure. However, HOFF commits to notifying the customer in case any of the aforementioned events occur.

If at the time of delivery there is an absence at the indicated address and the package cannot be delivered, our courier service will contact the customer to find an alternative delivery solution. If, despite proposing alternative delivery solutions, the package continues to be undelivered after repeated attempts, it will be returned to our facilities and, once received, the refund for the product(s) will be processed.

Initial shipping costs will not be refunded. If, after shipping and the scheduled delivery, the customer refuses the package, they will be responsible for all incurred costs (shipping, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.

Are size or model changes possible?

Size or model changes are made through the returns portal.

How to prepare your return?

You must return the shoes in perfect condition, inside their box and inside the transport box with which we delivered them to you. You must return the sneakers in the same condition they were sent to you, with all the accessories, and the box must not be written on or painted. You can close the transport box with the "HOFF sticker" that we provide you with on delivery. If you do not have the sticker, you can seal it with a seal. If you do not keep the shipping box with which we sent you the shoes, you can return them without any problem in any other box, as long as it is well closed.

How to get a refund?

Once the shoes have been picked up and received in our warehouse, we will make the refund. (between 7-10 days to see it reflected in your account, depending on the bank). You will receive an email when the refund is processed.

Can I return to a physical store?

All items purchased in our physical shops will have 30 days to request a return or exchange. You must keep the electronic receipt or physical receipt of the purchase. Its presentation in the shop is necessary for any verification, exchange or return. The item must be returned in perfect condition. If you are not satisfied we will refund your money. We will only accept size or model exchanges on items purchased in our physical shop.

Purchases made in outlet shops can only be exchanged or returned in outlet shops.

*Purchases made in a HOFF Store Spain can be returned to any HOFF Store Spain. Returns cannot be made online, HOFF Corner at El Corte Inglés, Outlet shops or HOFF Store International.

* Purchases made at HOFF Store Outlet can only be exchanged or returned at HOFF Store Outlet.

More information on return conditions.

Contact and customer service

How can I contact you?

Via our contact form or by e-mail: hello@thehoffbrand.com

When is customer service available?

HOFF Customer Service is at your disposal from Monday to Thursday from 09:00 to 13:00 and from 14:00 to 17:30 and Friday from 09:00 to 14:00 or you can contact us by e-mail at hello@thehoffbrand.com. During the months of July and August the HOFF Customer Service is at your disposal from Monday to Friday from 08:00 to 15:00.

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