Customer service & FAQ
When should I wash/waterproof my garment?
It is important to keep the garment clean to ensure functionality is preserved and to avoid it being clogged with dirt. You don’t need to worry about damaging the membrane by cleaning it. To extend the lifetime of the garment, it is also important to re-waterproof it, in whole or in part, when the outer fabric begins to absorb moisture in light rain. If the outer fabric gets wet, this prevents the garment from breathing and the wet, cold fabric clings to your body - which may be perceived as the garment leaking. Note that only clean garments should be re-waterproofed.
Where do I go to repair an item not covered by warranty?
Garments with a membrane should always be repaired by an authorized GORE-TEX repair facility, to ensure correct repair with taped seams, thereby preserving the waterproof or windproof integrity of the garment. Other clothing and sleeping bags can be repaired by your local seamstress. If your shoes or boots have a GORE-TEX sock and need to be repaired, this should be done by an authorized GORE-TEX shoe-repairer/facility. If your shoes don't contain GORE-TEX, your local shoe-repairer can help you with repairs. Backpacks can be repaired by your local shoe-repairer.
Does Haglöfs use plasticizers (softeners) in their products?
No, we have never used any plasticizers.
Does Haglöfs have anti-bacterial agents in their products?
No, we are not using any anti-bacterial agents in our next to skin products anymore. We have replaced it with LAVA, which is a non-toxic anti-odor treatment which is not anti-bacterial. It does not kill the germs, it just hides the smell.
Does Haglöfs have any flame retardants in their products?
No, we have never used them.
Does Haglöfs use fluorinated substances/PFCs in their products?
Yes, however we are replacing PFC DWRs as far as possible. We have made this change on a great deal of our clothing, including Flexable and Climatic styles where the need for a high performance DWR is not so great. Shell garments still use PFC because PFC-free DWR does not perform well enough. In those cases we use the C6 technology that is the least environmentally damaging. 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.
Does Haglöfs use Chromium in their footwear?
Yes, but we do not use Chromium6 in the tanning process of the leather in shoes. Instead we use Chromium3 which is a less harmful process to the environment. Unfortunately there is currently no real alternative if you want functional outdoor shoes/boots made of leather. Vegetable tanned leather does not have sufficient durability.
Does Haglöfs have any eco clothes?
Yes, lots! We are striving to make all our products eco products. Firstly, we have a lot of clothes made from recycled materials. We also have lots of bluesign products. This means that at least 90% of the material in the product is bluesign certified, and that means that the garment is manufactured according to the strictest chemical requirements of the textile industy today. Bluesign qualification and details about recycled materials are described on the hangtags and on the website for each style.
What about fur, wool and down?
We do not use any fur in our products. The merino wool that we are using is definitely mulesing free. And the down in our jackets and sleeping bags is always plucked from dead birds, as it is a bi-product from the food industry.
Online store - Orders
How do I change or add items to my order?
You cannot change your order yourself once it is made. Since the order is paid by credit or debit card we cannot add items to your order, you must make a new order for the items you would like to add.
How do I know if my order has been received?
An order-reception email is sent to the email address you have entered when ordering. If you do not receive this email, then the order has not been received or an incorrect email address was entered. If you are unsure, please contact our customer service by email to firstname.lastname@example.org or call +46 (0)226 670 30.
How much do I need to order for to get free delivery?
The free delivery threshold is SEK 1000. For orders under SEK 1000 we charge SEK 100 for delivery.
How do I cancel an order?
Contact our customer service by email to email@example.com) or call +46(0)22667030. If your order is already delivered we ask that you pick up the package and return it using the return slip and return shipping label.
How can I see the status of my order?
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.
Online store - Payment
What payment methods does Haglöfs accept?
We only accept payment through Visa and Mastercard.
Online store - Returns
How do I return my product?
You have 30 days to return full price items and 14 days to return SALE items from the time you picked up the order. With your delivery you receive a Returns & Exchange Form and a return shipping label. 1. Make sure the item(s) is unused, unwashed, unaltered, has all tags still attached and is in its original packaging. 2. Fill out the Returns and Exchange Form and pack it along with the item(s) in a package. 3. Stick the return shipping label on the package and drop it off at your nearest postal service. We only accept returns purchased from the Haglöfs online store. If you would like to return a product purchased from a retailer, please return it to the retailer. For returns from the online store, we will handle your return and process a refund as soon as possible. You will receive a confirmation email once we have received your return. When we have accepted the return, a refund is made within 14 days. If you for some reason did not receive a Returns & Exchange Form or have lost it, contact our customer service by email to email@example.com or call +46(0)22667030.
Can I exchange my product(s)?
If you would like to change the size or color of your product this is free and very simple, just use the Returns & Exchange Form and fill in the size or color you would like to change to, pack it with the product and return it using the return shipping label within 30 days for non-discounted products and within 14 days for products purchased on SALE (discounted products) from the time you picked up the package, and we will deliver. If you would like to exchange your product for another one, it is easiest to return the product using the Returns & Exchange Form and to make a new order.
How can I get assistance for product and warranty issues
If you have the possibility to send us a photo of the product defect, this helps us process your warranty issue. Send the picture in an email to firstname.lastname@example.org and describe the issue and how you have used the product. Our warranty and claims department will then contact you for further inquiries. Please make sure the products you want to claim are clean.
I have returned an item and want to know the status, what do I do?
Your return is handled as soon as possible. You will receive an email confirming that we have received and accepted or not accepted your return. You can also see the status of your return by logging in to "My account".
Online store - Delivery
How do I know if my order has been shipped from Haglöfs?
When we ship your order we will notify you by email. The email contains a tracking number with which you can track your order on the postal service’s Website (www.posten.se). When the order has arrived at your postal pick up point you will receive a text message to the cell phone number you provided.
When can I pick up my order?
When your order has arrived at your postal pick up point, a text message is sent to the cell phone number you provided. If you did not provide a cell phone number, the postal service will mail a notice to the shipping address you provided.
When will my order arrive?
Once your order has been placed it usually takes 1-4 business days until your package arrives at your postal pick up point.
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.
Who can I contact about questions related to the online store?
If you have any questions please send an email to email@example.com and we will get back to you within 24 hours.