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Contact HOFF

At HOFF, a remarkable journey has unfolded over the past seven years, experiencing rapid growth in the world of sneakers. The core belief is to ignite the creative spark within every individual. With a passion for discovering untapped talent, fostering self-expression, and celebrating the essence of artistry, HOFF has become more than just a fashion brand – it serves as a canvas for creative souls to express themselves.


How to place an order?

To place an order with HOFF:

  1. Follow the on-screen instructions to complete the purchase process.
  2. Correct any errors in the entered data, modify the shopping cart contents, or cancel the entire order during the process before clicking “Pay.”
  3. After placing the order, a confirmation page will appear, and an email confirming receipt of the order will be sent.

The confirmation email includes a summary of the terms and conditions, product details, payment method, shipping costs, and support services. For any questions or concerns, use the contact form or email hello@thehoffbrand.com.

Contact HOFF

What if no confirmation email is received?

If no confirmation email is received, please contact HOFF at hello@thehoffbrand.com.

What if a defective item is received?

Contact HOFF customer service at hello@thehoffbrand.com with the order number and photographs of the defective item. There is a 30-day period from receipt to report any defects.

What if the wrong item is received?

There is a 30-day period from receipt to check and report any incorrect items. Contact HOFF at hello@thehoffbrand.com to resolve the issue.

Can an order be cancelled or modified?

Orders are processed quickly, so changes or cancellations are often not possible. Contact HOFF immediately at help@thehoffbrand.com, and every effort will be made to assist.

Shipping and Delivery

When will an order be received and what are the shipping costs?

Delivery times and costs vary by region:

AreaDelivery TimeShipping CostReturn CostDelivery CompanyReturn Company
Spain – Peninsular3 – 5 business daysFree shipping3€SEURSEUR
Balearic Islands – Portugal5 – 7 business daysFree shipping3€SEURSEUR
Europe 1 – France, Belgium, Italy, Luxembourg, Netherlands, Monaco3 – 5 business daysFree shipping5€UPSUPS
Germany3 – 5 business daysFree shipping15€UPS/DHLUPS/DHL
Europe 2 – Poland, Austria, Denmark, Ireland, Czech Republic, Sweden4 – 7 business daysFree shipping10€DPD GROUPUPS
Europe 3 – Hungary, Bulgaria, Estonia, Finland, Latvia, Lithuania, Romania, Slovakia, Slovenia, Greece4 – 7 business daysFree shipping15€UPSUPS
Europe 4 – Cyprus, Malta, Croatia3 – 5 business daysFree shipping20€DHLDHL
Europe 5 – Liechtenstein, Switzerland, Norway, Andorra5 – 7 business daysFree shipping30€DHLDHL
Europe 6 – Gibraltar, Albania, Greenland3 – 5 business daysFree shipping30€DHLDHL
UK4 – 10 business daysFree shipping10€UPSUPS
Canada3 – 5 business days19.95€30€DHLDHL

Customs duties and charges at the destination are the customer’s responsibility.

How to track an order?

Regular email updates will be sent, along with a tracking number once the order leaves the warehouse. For HOFF Parcel Tracking, track the parcel here.


How to return an order?

  1. Indicate the email address, order number, and date here.
  2. Provide a pick-up address and a return label will be sent.
  3. Prepare the return by placing the shoes in their original box and transport box.
  4. Once the return is received, the refund will be processed within 15-20 days.

What are the conditions for a return?

Returns must be made within 30 calendar days of receipt and must include the original packaging, labels, and accessories.

Are size or model exchanges available?

Exchanges for size or model are not accepted. Please return the item and place a new order.

Who is responsible for the return shipping cost?

The customer is responsible for return shipping costs, which vary by region.

Contact and Customer Service

How to contact HOFF?

Contact HOFF through the contact form or email hello@thehoffbrand.com.

When is customer service available?

HOFF Customer Service is available:

  • Monday to Thursday: 9:00 a.m. to 1:00 p.m. and 2:00 p.m. to 5:30 p.m.
  • Friday: 9:00 a.m. to 2:00 p.m.

During July and August:

  • Monday to Friday: 8:00 a.m. to 3:00 p.m.

Payments, Promotions, and Gift Cards

What are the payment options?

Payment options include Visa, Visa Electron, Mastercard, AMEX, PayPal, and KLARNA.

Is VAT included in the price?

Yes, all prices include VAT.

What happens if payment is made in a currency other than the Euro?

Payments will be processed in Euros, and currency exchange fees depend on the bank.

Why has the payment been declined?

Possible reasons include expired card, incorrect information, or exceeded credit limit. Contact the bank for more details.

How to use a discount code?

Enter the code in the “Promotional code” box during the purchase validation process.

Is it safe to order online?

Yes, the online store uses SSL technology to ensure high data protection. For more information on scam messages, please find INFO HERE.

For more details, visit HOFF Customer Services or track the parcel here.


Contact HOFF for missing parcels and track your parcel HERE.

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