Frequently asked questions

EXCHANGES & RETURNS

How can I return an order?

Consult https://www.thehoffbrand.com/en/content/15-exchanges-and-returns-policy

It is possible to make a size or model exchange?

No, it’s not possible. If you want to make an exchange you have to make a return an make a new purchase.

SHIPPING AND DELIVERY

How long will it take for my purchase to arrive?
EUROPE - Deliveries usually take between 4 and 5 business days after the purchase has been made.

OTHER COUNTRIES -  Deliveries usually take between 7 and 8 business days after the purchase has been made.

How do I know when to expect my order?

We will send an e-mail to the address provided to inform you about the tracking number

How much is the postage and packaging?

Postage and packaging costs will vary depending on the total of your purchase and the delivery address. 

Spain

4,95€

2/3 days

Portugal

7€

2/3 days

France, Italy, Gibraltar, Lichtenstein, Norway, Switzerland, Belgium, Germany, Luxembourg, Monaco, United Kingdom, Netherlands

15€

4/5 days

Austria, Denmark, Faroe Islands, Finland, Greece, Greenland, Ireland, Sweden, Vatican, Bulgaria, Hungary, Poland, Romania, Slovakia, Slovenia

20€

4/5 days

Cyprus, Czech Republic, Estonia, Latvia, Lithuania, Malta

25€

4/5 days

Albania, Croatia, Turkey, Ukraine, USA, Canada

30€

7/8 days

Other countries

40€

7/8 days

 

ORDERS

I have not received the confirmation e-mail, what can I do?

If you haven't received the confirmation email despite waiting reasonably long (i.e. within 1 hour), please:
check your "Spam" folder. Some email programs, spam filters and ISPs classify part of incoming email as suspected spam and put it in a separate folder.
Send an e-mail to service@thehoffbrand.com

 

I have received a faulty article, what must I do?

Please contact with our customer service by e-mail: service@thehoffbrand.com

I have received a wrong article, what must I do?

Please contact with our customer service by e-mail: service@thehoffbrand.com

Can I cancel the order?

You can cancel the order if the articles are still in our offices

PAYMENT, PROMOTIONS AND VOUCHERS

How can I pay for my purchases?
To pay for your purchases, you may use a credit card (VISA, MasterCard, American Express) or debit card (Maestro), as well as PayPal.

Do prices include vat?
All our prices include VAT.
My payment was not successful. what should I do?
Send an email to our Customer Service department at service@thehoffbrand.com and we’ll look into what went wrong to solve any issues as soon as possible.

I have a discount code. when can I use it?
Discount codes should be used at check out. Upon entering your code, the discount will be automatically applied to your purchases. Remember that some discount codes may not be used in conjunction, and may cancel out other discounts you were entitled to prior to entering the code. 

Is it safety make orders online?
We have implemented several security measures to protect transactions at our website.

The confidentiality of any data you supply is of prime importance to us. We have installed the tools necessary to guarantee data protection.
SSL is a set of protocols that provide communications security over the Internet, in particular banking transactions and/or information exchange. SSL serves several purposes: Server authentication; Client authentication, Protection of the confidentiality of data exchange; Integrity of data exchange. Thanks to our SSL certificate all the data you exchange with us is encrypted and secure

PRODUCT
How should I clean my HOFF?
the suggested cleaning method for new balance athletic shoes is to use a light bristle brush (an old toothbrush works well) and a light detergent (either dishwashing or laundry). scrub the shoes with the brush and use a damp cloth to wipe clean. allow the shoes to thoroughly air dry for 24 hours. to get rid of and prevent shoe odor, use a shoe deodorizer spray.  
putting shoes through a washing machine cycle is not recommended, because some shoe materials should not be exposed to heat and should not be submerged in water.

How do I find my shoe size?

Compare your size directly with our shoe size chart and measure your foot length correctly.

EUR

36

37

38

39

40

41

USA

6

6.5

7.5

8

9

10

U.K

3.5

4

5

6

6.5

7

LENGTH (mm)

233.3

240

246.6

253.3

260

266.6

Place your foot on a flat surface with your heel against a straight edge. Place a ruler beside your foot touching the straight edge your heel is also touching, then take the length in millimetres from the tip of your longest toe to your heel.

 

MY ACCOUNT AND NEWSLETTER

Is it necessary to create an account to shop online?
No, it’s not necessary, you can buy as visitor

How can I change my account data?
Log in at “My account” and make click at “Edit”

What happen if I forget my password?
You have to request a new password making click at Have you forgotten your password?

How can I cancel my HOFF account?
Send an e-mail to our customer service at service@thehoffbrand.com

CONTACT AND CUSTOMER SERVICE

 

How can I contact with you?
By the e-mail address service@thehoffbrand.com. They will try to response as soon as possible.


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