Frequently Asked Questions – hoff-us.com
Orders & Shipping
How do I place an order?
- Browse products and add items to your cart
- Proceed to checkout
- Select shipping method
- Complete payment
- Receive order confirmation via email
What shipping methods are available?
- Standard Shipping: 3-5 business days ($5.99)
- Express Shipping: 2 business days ($14.99)
- Free shipping on orders over $75
Do you ship internationally?
Yes, we ship to select countries. International orders may be subject to:
- Customs fees
- Import taxes
- Extended delivery times
Returns & Exchanges
What is your return policy?
- 30-day return window
- Items must be unworn with tags attached
- Original packaging required
- Refunds issued to original payment method
How do I initiate a return?
- Log in to your account
- Navigate to “Order History”
- Select “Request Return”
- Follow the prompts
Are exchanges available?
We currently offer refund-only returns. For exchanges:
- Return original item
- Place new order for desired item
Payments
What payment methods do you accept?
- Credit/Debit Cards (Visa, Mastercard, Amex)
- PayPal
- Apple Pay/Google Pay
Is my payment information secure?
Yes, all transactions are encrypted using SSL technology. We never store full credit card details.
Product Information
How do I choose the right size?
Each product page includes:
- Detailed size chart
- Fit recommendations
- Customer reviews with sizing feedback
How should I care for my items?
Care instructions are:
- Listed on product pages
- Included on garment tags
- Available in your account dashboard
Account Management
How do I reset my password?
- Click “Forgot Password” on login page
- Enter your email address
- Follow the link in your email
- Create new password
How do I update my account information?
- Log in to your account
- Navigate to “Account Settings”
- Make necessary changes
- Save updates
Troubleshooting
What if my order hasn’t arrived?
- Check your order confirmation email
- Track your package using the provided link
- Contact us if delivery estimate has passed
What if I receive the wrong item?
- Contact us within 48 hours of delivery
- Provide photos of the incorrect item
- We’ll arrange for return and replacement