Returns
How to return an order?
1º You must indicate the email address used when you made the order, indicate your order number and date of purchase.
2º Once you have selected the model and size and the reason for return, you will be able to indicate a collection address. A return label will be sent to you by email and you will have to stick it on the outside of the box. You can either drop off the package at a pick up point (the closest ones to your postcode will appear) or organise a pick up at your address.
3º How to prepare your return? Put the products inside their box and in turn inside the transport box in which we delivered them to you. They must be returned 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 the amount of the products (between 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund has been made.
*Purchases made in a HOFF Store can be returned to any HOFF Store. Returns cannot be made online or at the HOFF Corner of El Corte Inglés.
If you have any questions or need to get in touch with us, you can contact us via our email at [email protected].
If you have any questions or need to get in touch with us, you can contact us via our email at [email protected].
What are the conditions for a return?
You can make a return within 30 calendar days from the date of receipt of the product*. It must be returned in perfect condition, in its original box or packaging, keeping the label and with all the accessories. In the case of returns of the Moleskine diary, it must retain the original plastic film. Sneaker wipes and laces 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 their original labels and packaging. Pride sneakers cannot be returned.
*GIFT FOR GIFT PROMOTION: If you make a return and your order is less than 150€, the gift/accessory chosen with your order must be returned at the same time as the return. Otherwise, the amount will be deducted from the refund issued.
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 cost?
| AREA | RETURN COST | RETURN COMPANY |
| Spain - Peninsular | FREE RETURNS | SEUR |
| Balearic Islands - Portugall | FREE RETURNS | SEUR |
| Europe 1 - France, Belgium, Italy, Luxembourg, Netherlands, Monaco | FREE RETURNS | UPS |
| Germany | FREE RETURNS | DHL |
| Europe 2 - Poland, Austria, Denmark, Ireland, Czeck Republic, Sweden | FREE RETURNS | UPS |
| Europa 3 - Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece | FREE RETURNS | UPS |
| Europa 4 - Cyprus, Malta, Croatia | FREE RETURNS | DHL |
| Europa 5 - Liechtenstein, Switzerland, Norway, Andorra | FREE RETURNS | DHL |
| Europa 6 - Gibraltar, Albania, Greenland, Turkey Ukraine. | FREE RETURNS | DHL |
In no event will Our store be liable for any costs incurred by customs or for any customs hold. Shipments to destinations requiring customs clearance may require 1 (one) additional day.
The costs of customs duties, gauges or any other charges at destination shall be borne by the addressee. Furthermore, it is 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 of the inviolability of the product, the customer should not receive it, notifying Our store immediately via e-mail [email protected] . Exceptional situations may occur that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or force majeure circumstances. However, Our store undertakes to notify the customer in the event of any of the above events occurring.
The initial shipping costs will not be refunded. If, once the order has been dispatched and delivered within the specified period, the customer rejects the package, he/she shall be responsible for all costs incurred (transport, customs, taxes, duties, etc.). These costs will be deducted from the refund amount.
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 15-20 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?
Sorry, We regret to inform you that products purchased on our website are not eligible for returns or exchanges at physical stores.
The products purchased on this site can only be exchanged or returned through the "Return request form".