RETURN MANAGEMENT
1º You must indicate the email address used when you made the order, indicate your order number and date of purchase.
2º Once you have selected the model and size and the reason for return, you will be able to indicate a collection address. A return label will be sent to you by email and you will have to stick it on the outside of the box. You can either drop off the package at a pick up point (the closest ones to your postcode will appear) or organise a pick up at your address.
3º How to prepare your return? Put the products inside their box and in turn inside the transport box in which we delivered them to you. They must be returned in perfect condition. Close the transport box, you can use a seal. If you do not have the transport box, you can return them in any other box as long as it is well closed.
4º Once we have them in our warehouse, we will proceed to refund the amount of the products (between 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund has been made.
*Purchases made at a HOFF Store may be returned to any HOFF Store. Returns cannot be made online or at the El Corte Inglés HOFF Corner.
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. *Return extended until 10/01/2024 for orders placed on or after 18/11/2023. In the case of returns of the Moleskine diary, it must retain the original plastic film. Sneaker 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 their original labels and packaging. Socks must be returned intact, unworn, with all their original labels and packaging. Pride sneakers cannot be returned.
| AREA | RETURN COST | RETURN COMPANY |
| Spain - Peninsular | 3€ | SEUR |
| Balearic Islands - Portugall | 3€ | SEUR |
| Europe 1 - France, Belgium, Italy, Luxembourg, Netherlands, Monaco | 5€ | UPS |
| Germany | 15€ | UPS |
| Europe 2 - Poland, Austria, Denmark, Ireland, Czeck Republic, Sweden | 10€ | UPS |
| Europa 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece | 15€ | UPS |
| Europa 4 - Cyprus, Malta, Croatia | 20€ | DHL |
| Europa 5 - Liechtenstein, Switzerland, Norway, Andorra | 30€ | DHL |
| Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. | 30€ | DHL |
| Canada | 35€ | DHL |
| UK | 10€ | UPS |
*In countries with return costs, we will deduct this cost from the refund. HOFF will arrange the collection with the corresponding transport company. In any case, HOFF is to be responsible for the costs caused by customs or the possible retention in the same. Shipments with destinations requiring customs clearance may require 1 (one) additional day. The costs of customs clearance, gauges or any other charges at destination shall be paid by the recipient.
Returns
We do not accept size or model exchanges. You will have to make a return and a new order through our website.
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.
Once the shoes have been picked up and received in our warehouse, we will make the refund. (between 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund is processed.
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.
*France, United Kingdom and Portugal: Purchases made on www.thehoffbrand.com cannot be returned to HOFF STORE PARIS. Returns will only be accepted via this form.
More information on return conditions.
Contact and customer service
Via our contact form or by e-mail: hello@thehoffbrand.com .
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.