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Returns

What are the conditions for a return?

You can return our shoes within a maximum period of 30 calendar days from the date of receipt of the product.

Deadline extended until january 10th.

The shoes must be returned in perfect condition, in their original box, and with all the accessories.

In the case of Moleskine diary returns, the original plastic film must be kept.

The sneakers wipes must be returned in their original packaging and with the box closure.

The sunglasses in collaboration with Kaleos must be returned in perfect condition, in their original packaging, and with all accessories.

Socks must be returned intact, unworn, with all original labels and packaging.

GIFT CARD and personalized sneakers will not be accepted for return.

How to return an order?

You can request a return here.

1º You must indicate the email address used when you placed the order and select the order you want to return.

2º Once you have selected the model and size, you can indicate a pick-up address. Within 24h a courier will pick up your order.

3º How to prepare your return? Put the shoes inside their box and in the transport box with which we delivered them to you. You must return them 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 them. (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.

Are size or model exchanges available?

We do not accept size or model exchanges. You will have to make a return and a new order through our website.

Who is responsible for the return shipping costs?

Free shipping and returns in Spain, Portugal, and Europe zone 1 (for the rest of the countries see our shipping table). One collection per order will be managed free of charge.

 

AREA
DELIVERY TIME
SHIPPING COST
SHIPPING COST
DELIVERY COMPANY
RETURN COMPANY
Spain - Península 24 - 48h business days Free shipping Free SEUR SEUR
Balearic Island and Portugal 2 -3 business days Free shipping Free SEUR SEUR
Europe 1 - Germany, France, Belgium, Italy, Luxembourg, Netherlands, Monaco 3 - 5 business days Free shipping Free UPS UPS
Europe 2 - Poland, Austria, Denmark, Ireland, Czeck Republic, Sweden 4 - 7 business days Free shipping 9,95€ DPD GROUP UPS
Europa 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece 4 - 7 business days 9,95€ 14,95€ UPS UPS
Europa 4 - Cyprus, Malta, Croatia 3 - 5 Shipping days 14,95€ 19,95€ DHL DHL
Europa 5 - Liechtenstein, Switzerland, Norway, Andorra 5 - 7 business days 14,95€ 29,95€ DHL DHL
Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. 3 - 5 Shipping days 14,95€ 29,95€ DHL DHL
EEUU - Canada 2 - 3 business days Free 19,95€ DHL DHL
UK 4 - 10 business days 9,95€ Free UPS 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.

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?

Any item purchased in our physical store located at Calle Velázquez 39, 28001 (Madrid) 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 store is necessary for any verification, change, or refund. You must return in perfect condition. If you are not happy, we will refund your money. We will only accept size or model changes on items purchased in our physical store.

If you place an order on our website, you can make an exchange or return to our physical store located in Calle Velázquez 39, 28001 (Madrid). You will have 30 days from the day you received your shoes. We'll make the refund using the same payment method you used to place the order.

More information in the conditions of returns.




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