BEYOND SKYLINE HAS LANDED

FAQ

MY ACCOUNT AND NEWSLETTER

What are the advantages of signing up for HOFF?

The main advantage of being registered is that all information regarding your orders is saved and allows you to access with a username and password without having to fill in the form data on each purchase.

Do I have to create an account to buy online?

No, it is not necessary, you can buy as a visitor.

How can I change my HOFF account information?

Log in to "My Account" and click on "Edit" where you want to modify your data.

What happens if I forget my password?

You simply have to request a new password by clicking on "Forgot your password?".

How can I cancel my HOFF account?

Get in touch with our customer service.

ORDERS

How do I place an order?

The client must follow the instructions on the screen to execute the purchasing process. The customer can always correct any error in the data entered, change the contents of the shopping cart by including or withdrawal of one or more products from the basket or cancel the entire order during the process Purchase before placing the order. When placing an order, the customer recognizes and declares to have read all the instructions given during the verification process and fully accept these Terms and Conditions. The client formalizes a ordering products through the Website by clicking on the “Pay” button at the end of the order process.

Once the order has been sent, a “Thank you for placing your order in” page will appear HOFF ”and soon the client will receive an email confirming receipt Of the order. In accordance with the provisions of article 63 of the Consumer Law and Article 28 of the LSSI, the order confirmation email contains a Summary of the Terms and Conditions, information on the essential characteristics of the products purchased, a detailed indication of the price and method of payment, information on shipping costs, information on conditions and methods for exercise the right of withdrawal, the address for sending complaints and information on support services and on existing commercial guarantees.

In the event that customers have any questions or concerns when placing an order or if If you have any questions about a previous order, you can contact us through the contact form, or by email in the following address hello@thehoffbrand.com

HOFF may not take into account and not process an order if there are not enough guarantees solvency, if the orders are incomplete or incorrect, or if the products are no longer They're available. In these cases, we will inform you by email that the contract has not been executed and HOFF has not executed the purchase order, specifying the reasons. All product orders are subject to the their availability and, in this sense, if there are difficulties regarding its supply, or if there are no items left in stock, we reserve the right to facilitate information about substitutes of quality and value equal to or greater than the Customer can order. If you do not wish to order those substitute products, We will refund any amount the customer may have paid.

I have not received any confirmation email,

what should I do?

At the end of your order you will receive an automatically generated confirmation email from our online store, if you have not received it, contact us through from the e-mail help@thehoffbrand.com

I received a defective item, what should I do?

If you receive a defective product contact our customer service team through the e-mail: help@thehoffbrand.com. You must indicate your order number and attach some photographs of the shoes from all angles as well as the part that you consider defective. Please provide us with as much information as you can as your order number, what is the defective product and the description of the defect, as well as if you prefer a refund or replacement thereof (at no additional cost to you). You have 30 days, counting from the moment you receive the order, to check if it is in perfect condition or correct (for visible production defects, both packaging, accessories, or any error in the size or model)

I received an incorrect item, what should I do?

You have 30 days, counting from the moment you receive the order, to check if it is in perfect condition or correct (for visible production defects, both packaging, accessories, or any error in the size or model). If the product you have received is not the one you purchased, contact our Customer service team via e-mail: help@thehoffbrand.com and they will They will indicate how to proceed.

Can I cancel my order?

You can cancel or make changes to your order as long as it has not left from our offices. Contact us through the email help@thehoffbrand.com during business hours. office to check if change is possible.

SHIPPING AND DELIVERY

When will I receive my order? What is the shipping cost?

In Peninsula 24-48 working hours (excluded Portugal). Balearic Islands in 72 working hours. Orders are prepared and delivered to the same day courier for purchases made before 4:00 p.m. from Monday to Thursday, Friday until 1 p.m. The Purchases made after those hours are prepared the next business day. Orders placed during the months of July and August must be made before 2:00 pm to be sent in the day.

AREA
DELIVERY TIME
SHIPPING COST
RETURN COST
DELIVERY COMPANY
RETURN COMPANY
Spain - Peninsular 1 - 2 business days Free shipping Free SEUR SEUR
Balearic Islands - Portugall 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 business days 14,95€ 19,95€ DHL DHL
Europa 5 - Liechtenstein, Switzerland, Norway, Andorra 5 - 7 business days 14,95€ 29,95€ UPS UPS
Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. 3 - 5 business 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

Our prices do not include Import Duty applicable in your country. You will pay Import Duty to the Courier. In the case of unsuccessful delivery because the person is absent, the shipping company will leave a notification and will try to contact the delivery person by phone. After two more attempts, the customer will need to contact the shipping Company in order to arrange the delivery.



How do I know where my order is?

Once you place the order you will receive information periodically in your e-mail About the steps completed, you will also receive an e-mail alert when you order leave our warehouses with the company tracking number of transport and a link, which will help you check the progress of the shipment. What is the shipping cost?
In no case will HOFF be responsible for the costs incurred by customs or for the possible retention in them. Shipments to destinations that require customs processing may require 1 (one) additional day The expenses of councils, gates or any other tax at destination will be on behalf of the recipient. It will also be the responsibility of the client to make sure at the time of delivery, that the Shipping is in good condition. In this way, if the box is open or if Due to the appearance of the packaging, doubts or suspicions arise about violations of the product inviolability, the customer must not receive it, notifying HOFF immediately via email hello@thehoffbrand.com Exceptional situations may occur that prevent these deadlines from being met. delivery, such as promotional periods, unforeseen with the courier service, system updates or force majeure circumstances. However, HOFF is undertakes to notify the client in the event that an exposed event occurs previously. If at the time of delivery, there is absence at the address indicated and the package does not can be delivered, our courier will contact the customer in order to find an alternative delivery solution. If even having raised alternative delivery solutions, the package continues without being delivered to Repeatedly, this will be returned to our facilities and, once received, will be will proceed to reimburse the product or products purchased. The expenses of Initial shipping will not be returned. If once the order has been sent and delivered in delivery within the indicated period, the customer will reject the package, it must assume and be responsible for all costs caused (transportation, customs, taxes, tariffs etc.) These expenses will be discounted from the amount of the refund.

CONTACT AND CUSTOMER SERVICE

How can I contact you?

Through our contact form or by e-mail: hello@thehoffbrand.com or by calling the following telephone number +34 966 655 980

When is customer service available?

HOFF Customer Service is available from Monday to Thursday from 9:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:30 p.m. and Friday from 9:00 a.m. to 2:00 p.m. hours 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 disposition from Monday to Friday from 08:00 to 15:00.

PRODUCT INFORMATION

How do I use my HOFF?

HOFF is casual footwear. It is not intended for sports use, difficult or slippery surfaces. We use delicate and high quality fabrics, such as suede, chosen for their aesthetic value and comfort. It is therefore recommended not to get them wet to prevent them from spoiling or fading.  Our sneakers have been subjected to temperatures of up to 100º in the INESCOP laboratories without suffering any deterioration. Therefore, we can assure that HOFF footwear is prepared to walk on outdoor surfaces without suffering any damage due to temperature. We work with suppliers certified by the Leather Working Group. This organization ensures that the leather has been tanned with more sustainable practices such as the use of renewable energy and technologies that reduce water consumption.

LEGAL BASES

#CREATE YOUR HOFF

LEGAL BASES OF THE INSTAGRAM SWEEPSTAKES

1.- COMPANY ORGANIZING THE PROMOTION The company The HOFF Brand, S.L. with address at Calle Juan de Herrera, 39 CP 03203, Elche (Alicante) organizes the contest (from now on, "the Promotion") with international scope international scope, to be carried out through the Internet, exclusively for users residing in Europe, the USA and in Europe, the USA, and Canada by what is outlined in the participation requirements section.

Participation requirements. The purpose of this contest is to reward the loyalty of the brand's followers and to promote the three of the brand and promote the three new sneaker models of the Art. Art collection.

2.-STARTING DATE AND ENDING DATE The Promotion will start on September 14, 2021, at 16.00h and end on September 17 at 17.00h.

3.- PARTICIPATION REQUIREMENTS AND MECHANICS OF THE PROMOTION The participation requirements will be as follows: ● Those persons residing in Europe, the USA, and Canada, and over 18 years of age, may participate. ● Only those Participants who are holders of an Instagram account will be eligible to participate. ● Participants must share the Art sneaker template provided by the brand and painted on their Instagram account, via stories or posts, mentioning the brand's profile (@thehoffbrand) and with the hashtag #CreateYourHoff. ● Entrants may only participate with a single Instagram profile. If a Participant is found to be participating with multiple Instagram profiles, they will be disqualified. ● Even if Participants write numerous comments on the same post, they will only join with a single entry in the random drawing. ● The application will not accumulate mentions and hashtags of the same participant in additional comments on the post or in separate stories.

4.- CONDITIONS OF THE PROMOTION AND PRIZES The brand´s designer will select the 5 best designs. The winners will be announced on September 20 through the brand´s social profiles. The prize will consist of a pair of Art sneakers (exclusive women´s model) from size 36 to 41 for every five winners. The prize cannot be exchanged for cash or any other compensation, nor can it be subject to change or alteration. The holding of the contest, as well as the awarding of the prize are subject to the tax regulations in force.

5.- DISQUALIFICATIONS AND PENALTIES If it becomes evident that any of the Participants do not comply with the requirements outlined in the Rules, or the data provided to participate are not valid, their participation will be considered null and void. They will be automatically excluded from the Promotion and will lose all rights to the prizes awarded by this Promotion.

6.- PUBLICATION OF COMMENTS OR OPINIONS Comments or opinions whose content is considered inappropriate, offensive, abusive, or discriminatory or that could violate the rights of third parties will not be allowed. Comments against an individual that contravene the principles of the right to honor, personal and family privacy, and self-image will not be permitted. We shall not be held responsible for any damage caused by the comments made by the Participants in the Promotion, which at any time could hurt the sensitivity of other Participants. The participation in this Promotion and the publication of the comments made by the Participants may not violate under any circumstances the Instagram Community Rules or the Instagram Terms of Use.

7.-EXONERATION OF RESPONSIBILITY By way of example, but not limitation, we are not responsible for possible losses, theft, delays, or any other circumstance attributable to third parties that may affect the development of this Promotion, nor are we responsible for the use made by the Participant concerning the prize obtained from this Promotion. We do not assume responsibility in cases of force majeure or fortuitous event that could prevent the Promotion from being carried out or the total or partial enjoyment of the prize.

8.- PROTECTION OF PERSONAL DATA By the provisions of the Organic Law on Data Protection, each Participant with the acceptance of these Legal Bases consents their data are incorporated into a file, owned by it, to manage the draw, disseminate and publicize their results and process the delivery of the prize. Please note that you can exercise your rights of access, rectification, deletion, opposition, limitation of treatment, portability, forgetfulness and not be subject to automated individual decisions by sending an e-mail to hello@thehoffbrand.com a copy of an identification document.

9.- CHANGES AND ACCEPTANCE We reserve the right to modify or extend these Promotional Terms and Conditions to the extent that it does not prejudice or undermine the rights of the Participants in the Promotion. The mere fact of participating in the sweepstakes implies that the Participant fully accepts the conditions of these Terms and Conditions. Likewise, participation in sweepstakes of this nature means acceptance of the rules of the Instagram social network through which the sweepstakes takes place.

10.- LEGISLACIÓN APLICABLE Y JURISDICCIÓN Estas bases legales se regirán de conformidad con la ley española. Serán competentes para resolver cualquier reclamación o controversia que pudiera plantearse en relación con la validez, interpretación o cumplimiento de estas bases los Juzgados y Tribunales de la ciudad de residencia de los Participantes.

10.- APPLICABLE LAW AND JURISDICTION These legal bases shall be governed following Spanish law. The Courts and Tribunals of the city of residence of the Participants will be competent to resolve any claim or controversy that may arise concerning the validity, interpretation, or fulfillment of these rules.

HALL OF FAME Giveaway!

Something so special deserves a great celebration. That's why we've organized a big giveaway to celebrate the launch of our Hall of Fame Club.

Who can participate?

Anyone can participate through their Instagram profile.

How can they participate?

In order to participate in the contest you have to:

- Follow HOFF's profile on Instagram (@thehoffbrand) and Lucia Barcena's profile (@luciabarcena).

- Mention a friend in comments of the post.

- Take a screenshot of the giveaway post and share it in your stories by mentioning the Instagram HOFF account. If you have a private profile, send it to us by email.

Participating profiles that do not meet the above requirements will not be entered into the draw.

Duration of the contest From November 1 to November 8, 2020 at 23.59h (GMT+1). Any participation before or after this date will not be included in the draw. Election of the winners. We will contact the winners of the draw through their Instagram profiles so they can provide us with their complete shipping address. If we do not receive a response within 48 hours, the prize will be passed on to the alternate winner.

More info in:

https://cutt.ly/JgYwdX9

PAYMENTS, PROMOTIONS AND GIFT CARD

What are the payment options?

You can pay by bank card (Visa, Visa Electron, Mastercard and AMEX) PayPal and SeQura.

Is VAT included in the price?

Yes, prices are published with VAT included.

What happens if I pay in a currency other than the Euro?

You can buy normally but the payment will be made in Euros. The commissions for the exchange of currencies depend on the bank, please see the conditions with your bank.

Why has my payment been declined?

Your card may have been declined for one of the following reasons:

The card could be expired. Check the validity of your card.

You may have entered some incorrect information. Check that you have correctly filled in all the necessary fields.

You may have exceeded your credit limit. Contact your bank to verify that you have not exceeded the authorized purchase limit

I have a discount code, how do I use it?

You must enter the code in the "Promotional code" box that will appear in your purchase validation process.

Is it safe to order online?

Yes, it is completely safe. We guarantee high data protection in our online store. We use the industry standard secure connection layer (SSL) technology to allow the encoding of potentially sensitive information, such as your name, address and other critically sensitive information such as your credit card data.

Mother's Day promo

Along with the Mother's Day orders, the customer will have the option to add a tote bag as a gift in the shopping cart page. Only one tote bag will be valid per order and while stocks last.

Summer sales

The sales period will be from June 17 to August 31. Not combinable with other promotions or discounts.



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