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Frequently asked questions

Orders

How do I place an order?

  1. Follow the instructions on the screen to complete the purchase.

  2. You can correct any errors or change the contents of your cart at any time before finalizing the order.

  3. To confirm, click “Pay” at the end of the process.

  4. After placing your order, you'll see a "Thank you for your order" page and receive a confirmation email with order details.

Didn't receive a confirmation email?

I received a defective item, what should I do?

  • Email us at hello@thehoffbrand.com with your order number and photos of the defect. We’ll assist you with a replacement or refund.

I received the wrong item, what should I do?

Can I cancel or modify my order?

  • Orders are processed automatically, so changes or cancellations are not guaranteed. Contact us immediately at help@thehoffbrand.com if you need to modify your order.

Shipping & Delivery

When will I receive my order?

  • Orders typically arrive in 3-12 business days depending on your location.

  • Shipping is free on orders over €45. For orders under €45, shipping starts at €3.

How to track my order?

  • You'll receive email updates, including a tracking number once your order is shipped.

Shipping Costs

LocationShipping TimeCost

Spain (Mainland)3-5 daysFree

Europe (France, Italy, Belgium, etc.)5-7 daysFree

UK4-10 daysFree

Canada5-9 days€19.95

Customs Fees

  • Customs duties and taxes are the responsibility of the customer.

Returns

How to return an order?

  1. Log in with your purchase details and select the product you wish to return.

  2. A return label will be sent to you via email.

  3. Use the label to send the product back in its original packaging.

Return Conditions:

  • Returns accepted within 30 days of receiving your order.

  • Items must be unused, with tags, and in original packaging.

Return Costs

LocationReturn Cost

Spain (Mainland)€3

Europe (France, Italy, Belgium, etc.)€5

UK€10

Canada€30

How to get a refund?

  • Refunds are processed once we receive the returned items (can take 7-10 business days).

Customer Service

How can I contact you?

Customer Service Hours:

  • Monday–Thursday: 9:00 AM–5:30 PM

  • Friday: 9:00 AM–2:00 PM

  • July and August: Monday–Friday, 8:00 AM–3:00 PM

Account & Newsletter

Why should I sign up?

  • Save your order info and easily check out without re-entering details.

Do I need an account to shop?

  • No, you can shop as a guest.

How to unsubscribe from the newsletter?

  • Click unsubscribe in any of our newsletters.

Product Info

How do I use my HOFF footwear?

  • HOFF shoes are casual and stylish. Avoid getting them wet or using them on rough terrain. Clean regularly for long-lasting quality.

Materials

  • Our shoes use high-quality materials like suede and certified leather, designed for comfort and style.

Payments & Promotions

What payment methods do you accept?

  • Visa, Mastercard, AMEX, and KLARNA.

How do I use a discount code?

  • Enter the code at checkout under “Promotional code.”

Is it safe to order online?

  • Yes, we use SSL encryption to protect your payment and personal details.

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