Customer service & FAQ
Wann sollte ich meine Kleidung waschen/imprägnieren?
Es ist wichtig, dass Sie Ihre Kleidung sauber halten, um die Funktionalität zu gewährleisten und eine Verstopfung der Oberfläche mit Schmutz zu vermeiden. Sie brauchen nicht zu befürchten, dass die Membran durch die Säuberung beschädigt wird. Zur Verlängerung der Lebensdauer Ihrer Kleidung ist es wichtig, diese ganz oder teilweise erneut zu imprägnieren, sobald die äußere Stoffschicht bei leichtem Regen Feuchtigkeit aufzunehmen beginnt. Wenn der Außenstoff nass wird, ist das Kleidungsstück nicht mehr atmungsaktiv. Der nasse und kalte Stoff klebt dazu an Ihrem Körper und es fühlt sich an, als ob das Kleidungsstück undicht ist. Bitte beachten Sie, dass nur saubere Kleidung erneut imprägniert werden sollte.
Wo kann ich einen Artikel reparieren lassen, dessen Garantie abgelaufen ist?
Die Reparatur von Kleidung mit Schutzmembran sollte immer von einer zugelassenen GORE-TEX-Reparaturwerkstatt ausgeführt werden, um eine korrekte Reparatur mit versiegelten Nähten zu garantieren und gleichzeitig die Wasserdichtigkeit und Winddichtigkeit der Kleidung zu erhalten. Andere Kleidung und Schlafsäcke können von Ihrem Schneider vor Ort repariert werden. Verfügen Ihre Schuhe oder Stiefel über eine GORE-TEX-Schicht und müssen diese repariert werden, sollte auch diese Reparatur von einer zugelassenen GORE-TEX-Schuhmacher-/Reparaturwerkstatt durchgeführt werden. Sind Ihre Schuhe nicht mit dem GORE-TEX-Kennzeichnen versehen, kann ein regulärer Schuhmacher vor Ort die Reparatur vornehmen. Rucksäcke können von Ihrem Schuhmacher vor Ort repariert werden.
Does Haglöfs use phthalates (softeners) in their products?
No. Phthalates are often found in PVC to make the material softer. These phthalates are not allowed for use in our production processes.
Does Haglöfs have anti-bacterial agents in their products?
No, we decided in 2012 not to add any antibacterial treatments in our apparel. There might still be old products in shops with this treatment. To prolong times between washes, we have chosen to treat selected styles with LAVA™, which is a non-toxic, bluesign® approved anti-odor treatment which is not anti-bacterial. It does not kill the germs, it just prevents the ‘old sweat’ smell.
Does Haglöfs have any flame retardants in their products?
No, we have never used them.
Does Haglöfs have fluorinated substances / PFCs in their products?
We have gradually since 2007 changed the content of the majority of our DWR treatments to be completely fluorocarbon free in most of our clothing, including all our own waterproof/windproof/breathable PROOF™-shell layers, all FlexAble softshells & all Climatic styles as well as all insulation pieces. Some products, where high performance may be the difference between success and fatal error, however still use a C6-DWR technology (with lower environmental impact) to meet the high performance demand of our customers. The levels of C6 PFCs found in our shell garments are far below legal limits. We are also involved in several research projects to find a highly functional alternative to PFC, where we are making great progress (read more at http://www.supfes.eu/) We have the firm ambition that in 2020 we have phased out all use of fluorocarbon based DWR and we are taking big steps each season to reach that goal.
Does Haglöfs use Chromium in their footwear?
Yes, but we do not use Chromium6 in the tanning process of leather in shoes, but Chromium3 which is a less harmful process to the environment. Unfortunately there is currently no viable alternative, if you want functional outdoor leather shoes/boots. Vegetable-tanned leather does not have sufficient durability. We choose to use more environmentally friendly leather by using leather from Leather Working Group (Gold/Silver rated) tanneries and suppliers with traceability possibilities in the supply chain.
Does Haglöfs have any ‘eco friendly’ products?
Yes, lots! We are striving to make all our products have as low environmental impact as possible. Choosing long-lasting, slow-fashion functional wear is the first and very best choice to make! Besides this, we have a lot of clothes made from recycled materials and any cotton use in our clothes is ecological cotton! We also have lots of bluesign® products. This means that at least 90% of the material in the product is bluesign®certified, meaning that the material and components are manufactured according to the strictest chemical requirements as well as the best resource efficiency (best available technology - BAT) of the textile industry today. Keep an eye out for our ‘Take Care’ products if you wish to find the products where we’ve pushed our sustainability efforts a bit extra.
What about fur, wool and down?
No animal material used in Haglöfs products shall originate from animals that have been subjected to cruel or harsh treatment. All animal materials shall be a by-product from animals raised for human consumption. We do not accept any use of fur. We do not allow mulesing practise on merino sheep. We only use Responsible Down Standard (RDS) Down which is traceable in the supply chain to the breeding farm and where the down/feather comes from animals that have not been live-plucked/live-harvested or force-fed. We do not allow any material from cage-bred or endangered species.
Is it possible for Haglöfs products to contain more than 0.1% of any of the substances on the REACH Candidate list?
That’s because we have control over our Restricted Substances List that all our material producers must follow. We also use a majority of bluesign® approved materials in our products, which is a guarantee that these substances (or other hazardous substances!) are not present in our materials.
Online store - Payment
What payment methods does Haglöfs accept?
We only accept payment through Visa and Mastercard.
Online store - Orders
How do I add to or change my order?
You cannot do this yourself. Since the order is paid for by card, we cannot add anything to your order. Instead, you must place a new order for the parts you wish to add.
How do I cancel an order I have placed?
Please contact Customer Service by email or telephone and we will help you with this provided that your order has not already been delivered. If your order has been delivered, you must pick up the package and return it to us.
How do I know if my order has been received?
An order confirmation will be sent to the email address you provided when placing the order. If you did not receive an email, the order has not been processed or an incorrect email address has been given. Please also check to make sure that the order confirmation did not end up in “junk mail”. If you are still in doubt, please contact our Customer Service at email@example.com.
How much do I have to purchase to be entitled to free shipping within Sweden?
The limit for free shipping is SEK 1,000. If you purchase products for more than that amount the shipping is free.
How can I track the status of an order that has already been placed?
You can see the status of your order by logging in to your account or contacting customer service by email to firstname.lastname@example.org or call +46 (0) 226 670 30.
I cannot place an order. What am I doing wrong?
If you are having problems paying by card or you are not approved by our payment service provider DIBS, please contact their Customer Service: DIBS +46 8-527 525 00. In case of technical problems, please contact our Customer Service at email@example.com or by phone at +46 (0) 226 670 30
Online store - Delivery
How do I know if my order has been shipped from Haglöfs?
When we send your order, an email is automatically sent to you notifying you that your order is on the way. You will also receive a link via Postnord so you can track your order.
How long will it take for my order to be delivered?
We have a delivery time of 1-2 days if you place your order on a weekday. If you place your order on a Friday afternoon and during the weekend or on a holiday, it will be shipped the following weekday.
How do I receive my package?
Your package will be sent to your postal pick up point.
How do I know when I can pick up my order from my post office?
You will receive a text message when your order is available for pick up.
To which countries do you ship packages?
Delivery is only available within Sweden.
What is the cost for delivery?
The free delivery threshold is SEK 1000. For orders under SEK 1000 we charge SEK 100 for delivery.
Online store - Returns
Do you offer free returns?
Yes, we offer free returns. Use the return documents you received with your package.
How long do I have to return an item I have purchased online?
You must return items to Haglöfs within 30 days of picking up your order or within 14 days if the item is discounted.
When can you return a product?
You can return a non-discounted product purchased though haglofs.com within 30 days of picking up your order from your post office, and within 14 days for discounted products. The return is completely free of charge provided that the product is still in its original condition. Therefore, you need to ensure that: • All hang tags remain intact • The material is unused, unwashed and unaltered • The product is in its original package. If for any reason you have misplaced or not received a return form, please contact our Customer Service at firstname.lastname@example.org or call +46 (0) 22667030 (please provide your order number which is found in your order confirmation or on your account on Haglöf’s website). Our business hours are 07:30 a.m. - 04:30 p.m. CET, Mondays - Thursdays, and 07:30 a.m.- 03:00 p.m. CET on Fridays.
Have you received my return?
There is usually an administrative period of maximum two days for returns but it could take up to one week during sales promotions. We will send you an email when we have received your returned items.
If I wish to receive a refund, what do I do?
You received a return shipping label and a return form with your package. Make sure that all the returned items are in new condition, in their original packaging and still have all the tags/labels. Please complete the return form, place it and the product(s) in a package, attach the return shipping label and deliver it to the nearest post office. We only accept returns which have been purchased from Haglöfs’ website. Once we have processed your return, we will send a refund. You will receive a confirmation by email once we have received your return. A refund of the received products will be made within 3-5 business days and approved return occurs within 14 days. In the unlikely event that you have misplaced the return shipping label, please email us at email@example.com, and we will send you a new one.
How long does it take to receive a refund to my account after I have sent in my return?
Please estimate two weeks from the time you have sent the items to us until you receive the money back to your card/bank account. In case of any problems, please contact our payment service provider DIBS at their customer service +46 8-527 525 00.
I want to make a complaint. What do I do and what guarantees do I have?
Complaints regarding a product purchased in a store must also be submitted to the same store. If you have purchased the product(s) from the website, we recommend the following: Please contact our Customer Service at +46 (0) 226-67030 or send an email to firstname.lastname@example.org and give your order number and your contact information. Explain what has happened/what you feel is wrong with the product. To help our complaints department, we recommend that you send a photo indicating the fault if possible. Our complaints department will contact you as soon as possible by email or phone.
I have returned a product and would like to know its status. What do I do?
Your return will be processed as soon as we have received it and in the order in which it was received. You can also track your return order at My account. You will receive a refund for the items you have returned based on the payment method you used. If you have any questions regarding your refund, please contact our Customer Service at +46 (0) 226-67030 or send an email to email@example.com and give your order number and your contact information.
I wish to exchange my product. What do I do?
You receive(d) an exchange and return label with your package. Make sure all the returned items are in new condition, in their original packaging and have all tags/labels. This is a requirement for exchanges and returns. Please complete the return label, place it and the product(s) in a package, attach the return shipping label and take it to the nearest post office. We only accept exchanges which have been purchased through Haglöfs’ website. As soon as we have received your package, we will ship your new items. In the unlikely event that you have misplaced your exchange and return label, email us at firstname.lastname@example.org and we will send you a new one.
Did you receive the wrong item?
If we have made a mistake with your order, please contact our Customer Service immediately by emailing email@example.com or call +46 (0) 2 2667 030 (please state your order number which you can find in your order confirmation email or by logging on to your account on Haglöfs’ website). Our normal business hours are 07:30 a.m.- 04:30 p.m. CET, Monday-Thursday, and 07:30 a.m.- 03:00 p.m. CET Fridays.
Online store - Account / Miscellaneous
How do I create an account?
Creating an account is very easy, click on “Create account/Login” at the top right of the page, click on create account and follow the steps.
What do I do if I forgot my password?
If you forgot your password click on "Create account/Login" at the top right of the page and click on "Forgot password?". Fill in your email and an email will be sent with further instructions.
Where do I turn if I have any questions?
Please send us an email at firstname.lastname@example.org or call +46 (0) 22667030 and we will contact you within 24 hours on weekdays.