Orders
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.
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 hello@thehoffbrand.com
If you receive a defective product contact our customer service team through the e-mail: hello@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).
You have 30 days from receipt of the order to check whether it is in perfect condition or correct (for visible production defects, whether packaging, accessories, or any error in the size or model).
If the product you have received is not the one you purchased, please contact our customer service team by e-mail: hello@thehoffbrand.com and they will tell you how to proceed.
At the moment it is not possible, for more information please contact us by e-mail help@thehoffbrand.com.
Shipping and delivery
In Peninsula 24-48 working hours (excluded Portugal). Balearic Islands in 72 working hours.
*Delivery times may be delayed during promotional periods due to high demand for orders.
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AREA
|
DELIVERY TIME
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SHIPPING COST
|
RETURN COST
|
DELIVERY COMPANY
|
RETURN COMPANY
|
| Spain - Peninsular | 3 - 5 business days | Free shipping | Free | SEUR | SEUR |
| Balearic Islands - Portugall | 5 -7 business days | Free shipping | Free | SEUR | SEUR |
| Europe 1 - France, Belgium, Italy, Luxembourg, Netherlands, Monaco | 3 - 5 business days | 5€ | Free | UPS | UPS |
| Germany | 3 - 5 business days | Free shipping | 15€ | UPS | UPS |
| Europe 2 - Poland, Austria, Denmark, Ireland, Czeck Republic, Sweden | 4 - 7 business days | Free shipping | 10€ | DPD GROUP | UPS |
| Europa 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece | 4 - 7 business days | 10€ | 15€ | UPS | UPS |
| Europa 4 - Cyprus, Malta, Croatia | 3 - 5 business days | 15€ | 20€ | DHL | DHL |
| Europa 5 - Liechtenstein, Switzerland, Norway, Andorra | 5 - 7 business days | 15€ | 30€ | DHL | DHL |
| Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. | 3 - 5 business days | 15€ | 30€ | DHL | DHL |
| USA - Canada | 3 - 5 business days | 20€ | 35€ | DHL | DHL |
| UK | 4 - 10 business days | 10€ | 10€ | 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. DDP to United Kingdom.
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 help@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.
Returns
1º You must indicate the email address used when you placed the order, order number and date here.
2º Once you have selected the model and size, you can indicate a pick-up address. You will recieve a mail with the return label to stick on the package. You can place the package in a pick-up. Find the nearest at ups.com
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 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund is processed.
*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.
In the case of returns of the Moleskine diary, it must retain the original plastic film.
Sneaker wipes 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 original labels and packaging.
We do not accept size or model exchanges. You will have to make a return and a new order through our website.
Free shipping and returns in Spain (for the rest of the countries see our shipping table).
|
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 - France, Belgium, Italy, Luxembourg, Netherlands, Monaco | 3 - 5 business days | 5€ | Free | UPS | UPS |
| Germany | 3 - 5 business days | Free shipping | 15€ | UPS | UPS |
| Europe 2 - Poland, Austria, Denmark, Ireland, Czeck Republic, Sweden | 4 - 7 business days | Free shipping | 10€ | DPD GROUP | UPS |
| Europa 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece | 4 - 7 business days | 10€ | 15€ | UPS | UPS |
| Europa 4 - Cyprus, Malta, Croatia | 3 - 5 business days | 15€ | 20€ | DHL | DHL |
| Europa 5 - Liechtenstein, Switzerland, Norway, Andorra | 5 - 7 business days | 15€ | 30€ | DHL | DHL |
| Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. | 3 - 5 business days | 15€ | 30€ | DHL | DHL |
| USA - Canada | 3 - 5 business days | 20€ | 35€ | DHL | DHL |
| UK | 4 - 10 business days | 10€ | 10€ | 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.
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.
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.
Contact and customer service
Through our contact form or by e-mail: hello@thehoffbrand.com
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.
My account and newsletter
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.
No, it is not necessary, you can buy as a visitor.
Log in to "My Account" and click on "Edit" where you want to modify your data.
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Product information
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. The most important thing is to make cleaning a regular habit, you have our recommendations here.
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.
Island is a casual dress shoe. We do not recommend getting them wet, sporty use, or difficult surfaces. It is made with delicate and high-quality fabrics, chosen for their aesthetic value and comfort.
Payments, promotions and gift card
You can pay by bank card (Visa, Visa Electron, Mastercard and AMEX) PayPal and KLARNA.
Yes, prices are published with VAT included.
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.
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.
You must enter the code in the "Promotional code" box that will appear in your purchase validation process.
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.