Orders
The customer must follow the instructions that appear on the screen to execute the purchase process. The customer can always correct any errors in the data entered, change the contents of the shopping cart by adding or removing one or more products from the cart or cancel the entire order during the checkout process before placing the order. By placing an order, the customer acknowledges and declares to have read all the instructions given during the checkout process and fully accepts these Terms and Conditions. The customer places an order for products through the Website by clicking on the "Pay" button at the end of the order process.
Once the order has been submitted, a "Thank you for submitting your order to HOFF" page will appear and shortly thereafter the customer 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 e-mail contains a summary of the Terms and Conditions, information on the essential characteristics of the purchased products, a detailed indication of the price and method of payment, information on shipping costs, information on the conditions and methods for exercising the right of withdrawal, the address for sending complaints and information on support services and on existing commercial guarantees.
Should customers have any questions or concerns when placing an order, or if they wish to inquire about a previous order, they can contact us through the contact form, or by e-mail at the following address help@thehoffbrand.com.
HOFF may disregard and not process an order if there are insufficient guarantees of creditworthiness, if orders are incomplete or incorrect, or if products are no longer available. In such cases, we will inform by e-mail that the contract has not been executed and that HOFF has not executed the purchase order, specifying the reasons. All product orders are subject to the availability of the products and, in this regard, if there are difficulties in terms of supply, or if there are no items left in stock, we reserve the right to provide information about substitute products of equal or superior quality and value which the customer may order. If you do not wish to order such substitute products, we will refund any amount you may have paid.
At the end of your order you will receive a confirmation e-mail automatically generated from our online store, if you have not received it please contact us by e-mail help@thehoffbrand.com.
If you receive a defective product, please contact our customer service team via email: help@thehoffbrand.com. You will need to indicate your order number and attach a few pictures of the shoes from all angles as well as the part you consider defective. Please provide us with as much information as possible such as your order number, which product is defective and the description of the defect, as well as whether you prefer a refund or a replacement.
You have 30 days, counting from the receipt of the order, to check if it is in perfect condition or correct (for visible defects in production, both packaging, accessories, or any error in the size or model).
You have 30 days, counting from the receipt of 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 bought, please contact our customer service team via email: help@thehoffbrand.com and they will tell you how to proceed.
You can cancel or make changes to your order as long as it has not left our offices. Contact us by email at help@thehoffbrand.com during office hours to check if the change is possible.
Shipping and delivery
Free shipping on USA.
| STATE | DELIVERY TIME | SHIPPING COST | RETURN COST | COMPANY SHIPPING & RETURNS |
|---|---|---|---|---|
| Alabama | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Alaska | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Arizona | Shipping in 3-4 working days | Free shipping | Free | UPS |
| Arkansas | Shipping in 5-6 working days | Free shipping | Free | UPS |
| California | Shipping in 2-3 working days | Free shipping | Free | UPS |
| Colorado | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Connecticut | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Delaware | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Florida | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Georgia | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Hawaii | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Idaho | Shipping in 3-4 working days | Free shipping | Free | UPS |
| Illinois | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Indiana | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Iowa | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Kansas | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Kentucky | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Louisiana | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Maine | Shipping in 6-7 working days | Free shipping | Free | UPS |
| Maryland | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Massachusetts | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Michigan | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Minnesota | Shipping in 3-4 working days | Free shipping | Free | UPS |
| Mississippi | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Missouri | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Montana | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Nebraska | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Nevada | Shipping in 2-3 working days | Free shipping | Free | UPS |
| New Hampshire | Shipping in 6-7 working days | Free shipping | Free | UPS |
| New Jersey | Shipping in 5-6 working days | Free shipping | Free | UPS |
| New Mexico | Shipping in 4-5 working days | Free shipping | Free | UPS |
| New York | Shipping in 5-6 working days | Free shipping | Free | UPS |
| North Carolina | Shipping in 5-6 working days | Free shipping | Free | UPS |
| North Dakota | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Ohio | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Oklahoma | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Oregon | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Pennsylvania | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Rhode Island | Shipping in 5-6 working days | Free shipping | Free | UPS |
| South Carolina | Shipping in 5-6 working days | Free shipping | Free | UPS |
| South Dakota | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Tennessee | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Texas | Shipping in 4-5 working days | Free shipping | Free | UPS |
| Utah | Shipping in 3-4 working days | Free shipping | Free | UPS |
| Vermont | Shipping in 6-7 working days | Free shipping | Free | UPS |
| Virginia | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Washington | Shipping in 4-5 working days | Free shipping | Free | UPS |
| West Virginia | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Wisconsin | Shipping in 5-6 working days | Free shipping | Free | UPS |
| Wyoming | Shipping in 4-5 working days | Free shipping | Free | UPS |
It shall be the customer's responsibility to make sure at the time of delivery that the shipment is in good condition. Thus, if the box is open or if the appearance of the packaging raises doubts or suspicions about violations to the inviolability of the product, the customer should not receive it, notifying HOFF immediately via email help@thehoffbrand.com. Exceptional situations may occur that prevent these delivery deadlines from being met, such as promotional periods, unforeseen events with the courier service, system updates or force majeure circumstances. However, HOFF undertakes to notify the customer in the event of any of the above events.
Once you place your order you will receive information periodically in your email about the steps completed, you will also receive an email alert when your order leaves our warehouse with the tracking number of the shipping company and a link, which will help you to check the progress of the shipment.
Returns
To make a return you must indicate the email address used when you placed the order, order number and date, here.
1ºYou must indicate the email address used when you placed the order and select the order you want to return.
2ºOnce you have selected the model and size, you can indicate a pick-up address. Within 24h a courier will pick up your order.
3ºHow 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.
You can return our shoes within a maximum period of 30 calendar days from the date of receipt of the product. The shoes must be returned in perfect condition, in their original box, and with all the accessories.
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 free returns in the USA. For all other countries please visit our European website.
| STATE | DELIVERY TIME | SHIPPING COST | RETURN COST | COMPANY SHIPPING | COMPANY RETURN |
|---|---|---|---|---|---|
| Alabama | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Alaska | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Arizona | Shipping in 3-4 working days | Free shipping | Free | UPS | UPS |
| Arkansas | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| California | Shipping in 2-3 working days | Free shipping | Free | UPS | UPS |
| Colorado | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Connecticut | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Delaware | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Florida | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Georgia | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Hawaii | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Idaho | Shipping in 3-4 working days | Free shipping | Free | UPS | UPS |
| Illinois | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Indiana | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Iowa | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Kansas | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Kentucky | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Louisiana | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Maine | Shipping in 6-7 working days | Free shipping | Free | UPS | UPS |
| Maryland | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Massachusetts | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Michigan | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Minnesota | Shipping in 3-4 working days | Free shipping | Free | UPS | UPS |
| Mississippi | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Missouri | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Montana | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Nebraska | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Nevada | Shipping in 2-3 working days | Free shipping | Free | UPS | UPS |
| New Hampshire | Shipping in 6-7 working days | Free shipping | Free | UPS | UPS |
| New Jersey | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| New Mexico | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| New York | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| North Carolina | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| North Dakota | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Ohio | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Oklahoma | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Oregon | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Pennsylvania | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Rhode Island | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| South Carolina | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| South Dakota | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Tennessee | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Texas | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| Utah | Shipping in 3-4 working days | Free shipping | Free | UPS | UPS |
| Vermont | Shipping in 6-7 working days | Free shipping | Free | UPS | UPS |
| Virginia | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Washington | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
| West Virginia | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Wisconsin | Shipping in 5-6 working days | Free shipping | Free | UPS | UPS |
| Wyoming | Shipping in 4-5 working days | Free shipping | Free | UPS | UPS |
En ningún caso HOFF se hará responsable de los costes ocasionados por aduanas ni de la posible retención en las mismas. Los envíos con destinos que requieran de trámite aduanero podrán necesitar de 1 (un) día adicional.
Los gastos de cabildos, aforos o cualquier otro gravamen en destino serán por cuenta del destinatario. Además será responsabilidad del cliente cerciorarse al momento de la entrega, de que el envío se encuentra en buen estado. De esta forma, si la caja se encuentra abierta o si por la apariencia del empaquetado surgen dudas o sospechas acerca de infracciones a la inviolabilidad del producto, el cliente no debe recibirlo, notificando de inmediato a HOFF a través del e-mail hola@thehoffbrand.com Pueden darse situaciones excepcionales que impidan que se cumplan estos plazos de entrega, como periodos promocionales, imprevistos con el servicio de mensajería, actualizaciones del sistema o circunstancias de fuerza mayor. No obstante, HOFF se compromete a avisar al cliente en el caso de que se sucediera algún hecho expuesto anteriormente.
Si en el momento de la entrega, hay ausencia en la dirección indicada y el paquete no puede ser entregado, nuestro servicio de mensajería se pondrá en contacto con el cliente con el fin de buscar una solución alternativa de entrega. Si aún habiendo planteado soluciones de entrega alternativas, el paquete continúa sin poder ser entregado en reiteradas ocasiones, éste será devuelto a nuestras instalaciones y, una vez recibido, se procederá a realizar el reembolso del producto o productos adquiridos.
Los gastos de envío iniciales no serán devueltos. Si una vez enviado el pedido y sacado en reparto en el plazo indicado, el cliente rechazara el paquete, este deberá asumir y se hará responsable de todos los costes ocasionados (transporte, aduanas, impuestos, aranceles etc) Estos gastos serán descontados del importe del reembolso.
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.
Contact and customer service
Through our contact form or by email: help@thehoffbrand.com or through the following telephone number +34 966 655 980
HOFF Customer Service is at your disposal from Monday to Thursday from 09:00 (GTM +1) to 13:00 (GTM +1) and from 14:00 (GTM +1) to 17:30 (GTM +1) and Friday from 09:00 (GTM +1) to 14:00 (GTM +1) or you can contact us by e-mail at help@thehoffbrand.com. During the months of July and August HOFF Customer Service is at your disposal from Monday to Friday from 08:00 (GTM +1) to 15:00 (GTM +1).
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Product recommendations
HOFF is a casual dress shoe. 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 avoid spoiling or fading. The most important thing is to make cleaning a frequent habit, you have our recommendations here.
Our sneakers have been subjected to temperatures up to 212°F in the INESCOP laboratories without suffering any deterioration. This is why 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 guarantees 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, sports use or difficult surfaces. It is made with delicate, high quality fabrics, chosen for their aesthetic value and comfort.
Payments, promotions and gift vouchers
You can pay by bank card (Visa, Visa Electron, Mastercard and AMEX), PayPal, Apple Pay, Google Pay and Meta Pay.
Yes, prices are published including VAT.
You can buy normally although the payment will be made in dollars. The commissions for currency exchange depend on the bank, please consult the conditions with your bank.
Your card may have been declined for one of the following reasons:
The card may be expired. Check the validity of your card.
You may have entered some information incorrectly. Check that you have correctly filled in all the required fields.
You may have exceeded your credit limit. Contact your bank to verify that you have not exceeded your 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 secure. We guarantee a high level of data protection in our online store. We use industry standard Secure Sockets Layer (SSL) technology to enable encryption of potentially sensitive information such as your name, address and other critically sensitive information such as your credit card details.