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Q&A

Here you will find most commonly asked questions.

  • Counterfeits  

    We want to warn the public of fake websites and ads that appear to be Haglöfs'. There are actors on the internet who falsely claim to be Haglöfs with associated ads and sites. These ads are displayed among social media platforms such as Instagram and Facebook and link to websites and accounts similar to ours in the imagery, products and content.  

    We have zero tolerance against counterfeiting and fraud, and we are working to eliminate the problem as soon as possible.  

    In the meantime, pay attention, if you encounter a website or ad that you suspect to be fraudulent, please report this to [email protected]. Attach a screenshot and a link to the page.  

  • Where/which countries can I buy Haglöfs products?  

    You can shop online at Haglöfs at our online stores for Sweden, Denmark, Finland, Germany, Austria, Belgium, Netherlands, Italy, Spain, Norway and the UK.  

    If you are shopping from another international location, use our Store Locator to find a Haglöfs Store or retailer closest to you. You will find the store locator up in the right corner when you choose your country at our website  

    If you need assistance, our Customer Service will be happy to assist! Please contact our customer service by emailing mailto:[email protected] or call +46 226 670 70. Our business hours are 8.00 a.m. to 4:00 p.m. CET Mondays through Thursdays, and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays. 

  • Where can I find my size?

    See our size guide down below at our website  

      

Orders and Delivery  

  • How do I know that 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 your “junk mail” folder. If you are still in doubt, please contact our Customer Service at [email protected]  

  • How long does it take before I receive delivery of my order?  

    Orders shipped within Sweden takes between 1-3 business days.Orders shipped to Denmark, Finland, Germany, Austria, Belgium, Netherlands, Italy, Spain, Norway and the UK takes 2-5 business days.If you are requesting a delivery to a remote location, delivery times may be longer.      

  • What does it cost?

     Shipping and costs information is available in here.

  • How do I add to or change my order?  

    To add more products, please place a new order.  

    You are not able to change your order after it is dispatched from our warehouse, you will need to return the product and place a new order. For assistance, please contact our customer service by emailing [email protected] or call 0808-2349190 Our business hours are 8:00 a.m. to 4:00 p.m. CET Mondays through Thursdays, and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.  

  • How do I cancel an order I have placed?  

    If your order has been delivered you are not able to cancel your order, you must return it to us. Please contact Customer Service by emailing [email protected] or call +46 (0) 226 670 00 and we will help you with this on condition that your order has not already been delivered.   

  • How do I know if my order has been shipped from Haglöfs, how can I track my order?  

    When we dispatch your order from Haglöfs’ warehouse, an email is sent to the address you provided when placing the order notifying you that your order is on the way.  

    Once your order is dispatched from Haglöfs’ warehouse, you can also use the tracking number (Item ID) that you received in an email from Haglöfs to track the progress of your parcel through PostNord.se (Sweden only) or UPS My Choice (Denmark, Finland, Germany, Austria, Belgium, Netherlands, Italy, Spain, Norway and the UK).  

     

  • Why can't I make an order or checkout?  

    You can shop online at Haglofs.com at our online stores for Sweden, Denmark, Finland, Germany, Austria, Belgium, Netherlands, Italy, Spain, Norway and the UK.  

    When shopping from these countries please check if you have valid and complete local contact information including billing and delivery addresses for the country you wish to shop in. If the system still does not accept your order. Please contact your credit card issuer, bank, Klarna or Paypal.  

    If you are unsure or if there are technical problems, please contact us immediately by emailing [email protected] or call us at +46 226 670 00 and we will be happy to assist you. Our normal business hours are 8:00 a.m. to 4:00 p.m. CET Mondays through Thursdays and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.  

  • Vilka leveransalternativ finns?

    You have the option to have your order delivered to either a Service / Access Point or Home Delivery. You can find more information on the page Shipping.  

  • I received a wrong / faulty product / an item is missing

     If you find an error on your order or of the product is faulty, please contact us immediately by emailing [email protected] or call us at 0808-2349190 and we will be happy to assist you. Our normal business hours are 8:00 a.m. to 4:00 p.m. CET Mondays through Thursdays and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.   

  • Can you deliver my order to a store? Can I return to a store?  

    You can't collect or return your web order at our Brand Stores for the moment. But you can exchange your Haglöfs product to another size or colour, if our Brand stores has item in stock.  

     

 Returns and Refunds  

  • How can I return a product?  

    If you are not satisfied with your purchase, please follow the instructions down below   

    Products bought online from Haglofs.com can be returned within 30 days for full price items and within 30 days for Sale items from the day that you picked up the order, provided it is in its original condition. Please make sure that:  

    • All tags/labels should be still attached to the product 
    • The material should be unworn, unwashed, and unaltered 
    • The product should be in its original packaging  

    Please make sure you include the Returns Form that you received with your Haglöfs package and fill in the reason you are returning your product. We reserve the right to change our returns policy at any time.  

    How to return:  

    1. Use the Returns Form that you received with your Haglöfs package. 
    2. Pack the product or products carefully in a package along with the Returns Form. You can use the same package the product(s) arrived in or a different one and attach the prepaid return shipping label on the package. 
    3. Drop off your package 
    4. Once we have received the item (this can take up to 14 days) and verified it, we will process the refund within 3-5 working days. We will refund you in the payment method you used when you bought the product, and the amount will include the cost of the product and any VAT. Where return postage charges apply, it will be deducted accordingly. You will receive an email confirmation once we have received your return. 

    If you for some reason did not receive a Returns Form or have lost it, please contact our customer service by emailing [email protected] or call +46 226 670 70 (When you call, please have your order number ready. This is found in your order emails). Our business hours are 8:00 a.m. to 4:00 p.m. CET Mondays through Thursdays, and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.  

  • How many days do I have to return an item I have purchased online?  

    Products bought online from Haglofs.com can be returned within 30 days for full price items and within 30 days for Sale items from the day that you picked up the order, provided it is in its original condition.  

  • Are delivery charges refundable?  

    Delivery charges are not refundable.  

  • How long does it take to receive a refund to my account after I have sent in my return?  

    Please estimate about 14 working days from the time you have sent the items to us until you receive the money back to your card/bank account. If there are problem. Please contact your credit card issuer, bank, Klarna or Paypal.  

  • Can I exchange a product bought online from Haglöfs?  

    We do not accept exchanges, including sizes and colours for products bought online from www.haglofs.com. We will refund the order providing they meet the criteria above. Please place a new order for a different size or colour.  

    You can exchange your Haglöfs product if you live close to one of our Brand Stores. You can exchange your product to another size or colour, if our Brand stores has item in stock 

  • I have returned a product and would like to know 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 emailing [email protected] or call us at 0808-2349190 and give your order number and your contact information.  

  • I have lost my returns form / label. What do I do?  

    Please contact our Customer Service emailing Haglofs.com or call us at 0808-2349190 and give your order number and your contact information.  

  • I want to make a complaint. What do I do?  

    Products purchased from a store or retailer:  
    Complaints regarding a product purchased in a store must also be submitted to the same store.  
      
    Products purchase bought online from Haglöfs:  
    If you have purchased the product(s) from Haglofs.com, we recommend the following: Please contact our Customer Service at 0808-2349190 or send an email to [email protected] 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.  

Payment  

  • What payment methods and currencies can I use?  

    You will find several popular payment options available including credit card, Paypal and Klarna Invoice for your online orders. You can pay by the local currency for online purchases. Your delivery address determines the currency you will be charged in.  

    Haglöfs Online Store uses Adyen, a third-party secure payment exchange to process purchase transactions. To ensure security and to safeguard our customers, all payments are subjected to validation and authorization checks by the payment providers. Haglöfs reserves the right to delay any order if further security validations are needed.  

    Haglöfs does not store your credit card information and comply with the Payment Card Industry Data Security Standard (PCI DSS). We do not share, rent or sell your personal information without your consent. Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check-out process.  

    Payment options available include:  

    • MasterCard / MasterCard branded Dankort  
    • VISA / VISA branded Dankort  
    • PayPal  
    • Klarna

    Paypal  
    Please contact PayPal if you have any questions about how to use PayPal, charges and refunds or if you have general account questions.  

    Klarna Invoice  
    If you have any questions about your payment status or invoice, please use the links to contact Klarna using the links below.  

    If you need assistance with your Haglöfs’ order/return or have questions in general about products and policies, please contact [email protected].  

    Further information and Klarnas user terms you can find here. General information on Klarna you can find. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in  Klarnas privacy statement.

Security

  • Payment security

    Haglöfs does not store your credit card information and comply with the Payment Card Industry Data Security Standard (PCI DSS). We do not share, rent or sell your personal information without your consent. Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check-out process.  

 Technical Issues & other questions  

  •  I encountered a technical problem    

    Please contact us by emailing [email protected] or call us at 0808-2349190 and we will be happy to assist you. Our normal business hours are 8:00 a.m. to 4:00 p.m. CET Mondays through Thursdays and 8:00 a.m. to 3:00 p.m. CET on Fridays, except for public holidays

FAQ Warranty

  • My Haglöfs product is faulty; what do I do?

    Sorry to hear that you are having problems with your product. With your proof of purchase at hand you have the following options: 1) If the item was recently purchased, we recommend getting in touch with the original retailer as they will have a hassle-free returns procedure set up. 2) Come into a Haglöfs store where our staff can talk you through the options. 3) If you bought your product directly from Haglöfs or would like to request a repair, get in touch with our customer service team

  • What happens to my product if you cannot repair it?

    If the damage falls under our warranty and we are unable to repair the damage to a suitable standard, we will replace it with a new product. In this case we will not send you the damaged product back. If you would prefer to receive your product back rather than receive a replacement, please let our customer service team know.

  • When I use my waterproof product, the fabric is wetting out. Is this covered by the warranty?

    It is the responsibility of the consumer to ensure the Durable Water Repellent (DWR) is maintained and reapplied as needed to ensure its ongoing effectiveness. See the detailed case instructions on our website for guidance on how to care for waterproof products. Water which is no longer beading up on an old or heavily worn garment, even after application of a new DWR treatment, is an indication that the garment has reached the end of its useful life. 

  • How do I find spare parts for my products?

    If you’ve broken a buckle or snapped a shoelace, drop by one of our stores or contact our customer service team and they will do their best to help you out. Bear in mind they might not be able to get you an exact match.

  • What happens once my product has been received?

    Customer service team will examine your product to confirm if the fault is covered by our warranty and whether it can be repaired.

    • They will be in touch with their decision along with details of the next steps.

    • If the fault is not covered by our warranty, they will provide you with options to pay for a repair or have your product returned.

  • How are shipping costs handled?

    We offer free repairs on your products if they fall under our warranty, all we ask is that you ship the product to us for evaluation, we will then take care of the cost of repair and the return shipping.

    Under Haglöfs Warranty customers are responsible for all costs relating to the shipment of product to the repair centre. Haglöfs is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during shipment if proof of delivery is unavailable. It is recommended to select a tracked delivery service

  • What is not covered by the warranty?

    The warranty covers genuine manufacturing faults or defects only and does not cover: 
    Normal wear and tear, cuts, burns or damage caused by misuse, accident or negligence 
    Failure to follow care instructions including washing and reproofing guidance
    Natural fading of colours or break down of adhesives over time
    Repairs or modifications carried out outside of Haglöfs customer service
    Counterfeit products or products purchased from unauthorised dealers on third party auction sites or marketplaces. We encourage you to shop through www.haglofs.com to ensure you purchase authentic product covered by the warranty

  • Where do I find the style name and ID number?

    You will find the style name on the care label on the inside of the product. The 6-digit number under the name of the product is the style ID number.

    On footwear this information can be found inside the tongue of the shoe.

  • Will I notice the repair?

    Our repair teams are highly experienced in handling outdoor products and will make every endeavour to ensure the repair is of the highest quality, however it is not always possible to make repairs completely invisible. In some cases, you may see for example the stitching and it is not always possible to exactly colour match new parts or patches of fabrics.

  • If I would like my product repaired what do I do?

    Send an email to Haglöfs customer service including the following information:
    1. Your name, phone, address
    2. Style name and ID, colour, size
    3. Description of the repair requested
    4. Pictures of the issue
    5. Picture of the laundry label, we need the seven-digit production code printed on the label
    6. Proof of purchase
    Follow the instructions sent to you by the customer service team. Do not send any product to us before the delivery details have been confirmed.

  • What happens if my product is approved as covered by the warranty?

    At the sole discretion of the customer service team Haglöfs will either repair the product at no charge to you, replace the product with the same style, or replace the product with a comparable product if it has been discontinued or is otherwise unavailable.

  • I know the damage to my product is not covered by the Haglöfs warranty; can I still get it repaired?

    We understand that accidents happen, and product gets worn out. You can get in touch with your local Haglöfs store or our customer service team who can provide you with a recommendation of a qualified repair service provider.

  • How long will it take if I send my product to Haglöfs for repair?

    Once the product is received by Haglöfs, product assessment and repair typically take 2-3 weeks once the product has been received but may take longer in peak times. We recommend you plan ahead, especially during winter, our busiest season.

  • I have sent my product to Haglöfs for a repair; how do I know its status?

    Before sending your product to Haglöfs you will receive a reference number, keep note of this and it can be used in case you have any queries about the status of your product.

  • Does Haglöfs have a product warranty?

    Yes! We are proud of the quality of our products so we guarantee to the original owner that should your product, in the course of normal use, fail due to a manufacturing defect then we will repair or replace it for you.

  • My product has sentimental value; can I get it back?

    We totally understand that you can get attached to a product that has been with you through many adventures. If you don’t want your product to be replaced if a repair cannot be made, please make the customer service team aware of this before you send your product to us.

  • Can I get a refund?

    The Haglöfs warranty offers repairs and replacements only. If you are looking for a refund, and the claims still falls within the consumer protection regulations of the country where you purchased your product, you should get in touch with the retailer where you originally purchased the product.

  • I have previously made alternations to my product, does this impact the warranty?

    Unauthorized modifications or alterations, including any repair done outside of Haglöfs customer service, are not covered by our warranty.

  • My GORE-TEX product came with a guarantee to keep me dry, what does this mean?

    With your purchase of a new GORE-TEX product advertised with the "GUARANTEED TO KEEP YOU DRY" promise on the hangtag, you are eligible to a limited guarantee offered by W. L. Gore & Associates. 
    The guarantee covers waterproof, windproof and breathability performance over the useful life of the product. If you find your product is not performing in these areas, you have the option to get in touch with GORE-TEX customer service team directly who are best positioned to evaluate these types of faults on GORE-TEX products.

  • What is the typical lifetime of a product?

    • The typical lifetime is the time that can be typically expected for a product to retain its performance relative to the type of product and the amount of use. For example, a pair of trail running shoes are not expected to last as long as a mountaineering jacket, or a ski jacket used by a ski guide every day is not expected to last as long as a jacket used by a causal skier once a year. It does in other words not mean for your lifetime or an indefinite period of time.

    • Our Customer Service team will determine on a case by case basis the typical lifetime of the product taking into account a number of factors include type, age and frequency of use.

    • It is expected that care instructions are carefully followed for the different products types to get the most out of the product. If your product appears worn out, then it could be time to replace your product .