OFF DAYS | SALES UP TO 40%

FAQ

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

CARRIER

Spain – Peninsula 

24 - 48 working hours

Free Shipping

SEUR

Spain – Baleares - Portugal 

2 - 3 working days

Free Shipping

SEUR

Europe 1 - Germany, France, Austria, Belgium, Italy, Luxembourg, Netherlands, United Kingdom, Denmark, Slovakia, Slovenia, Poland, Czech Republic

3 - 5 working days Free Shipping SEUR

Europe 2 - Bulgaria, Croatia, Estonia, Finland, Hungary, Ireland, Latvia, Lithuania, Romania, Sweden

5 - 7 working days 9,95€

SEUR

Europe 3 - Cyprus, Greece, Malta

5 - 7 working days

19,95€

SEUR

Europe 4 - Monaco, Andorra

3 - 5 working days

9,95€ DHL

Europe 5 - Gibraltar, Liechtenstein, Switzerland, Norway, Albania, Greenland, Turkey, Ukraine

3 - 5 working days

9,95€

DHL

North América - USA, Canada

2 -3 working days

9,95€

DHL

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.

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).

I received an incorrect item, what should I do?

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.

PAYMENTS, PROMOTIONS AND GIFT CARD

What are the payment options?

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

Is VAT included in the price?

Yes, prices are published with VAT included.

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.

PRODUCT INFORMATION

How do I use my HOFF?

They are urban, casual shoes for everyday use. Are not appropriate to do sports, use them in the mountains or countryside, or for rainy days since the Sole is not adapted for this type of places / activities. They can't get in the washer as it spoils the materials.

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.

CONTACT AND CUSTOMER SERVICE

How can I contact you?

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

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.

LEGAL BASES GIVE AWAY 100K

We're already 100,000 HOFF on Instagram!

Something so special deserves a great celebration. Therefore, we have organized a raffle of 10 shoes (2 pairs every day).

Who can participate?

All those who wish to participate through their profile on Instagram, who reside in Europe can participate.

How can you compete?

To participate in the contest you have to:

- Follow HOFF's profile on Instagram (@thehoffbrand).

- Take a screenshot of the draw story and share it in your stories mentioning the HOFF account on Instagram.

- Have the profile open until the winners of the contest are communicated.

Participating profiles that do not meet the above requirements will not enter the raffle.

Duration of the contest

You can participate in the contest from February 18 to February 23 at 1:00 p.m. (GMT + 1).

Any participation before or after the indicated date will not be considered in the draw.

Election of the winners.

The winners will be chosen among the people who meet all the requirements. We will announce two names a day until February 23 through Stories and on this page.

We will contact the winners of the raffle through their Instagram profiles so they can provide us with their full shipping address. If we do not receive a response within 48 hours, the draw for the election of a new winner would be carried out again.





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