FAQ

Here you will find most commonly asked questions.

Shop Haglöfs

  • 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 customerservice@haglofs.com. Attach a screenshot and a link to the page.

     

  • Where / which countries can I buy Haglöfs products?

    You can shop online at www.haglofs.com at our online stores for Denmark, Finland, Germany, Sweden, 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.

    If you need assistance, our Customer Service will be happy to assist! Please contact our customer service by emailing mailto:customerservice@haglofs.com or call +46 226 670 70. Our business hours are 7:30 a.m. to 4:30 p.m. CET Mondays through Thursdays, and 7:30 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.

  • Where can I find my size and fit?

    See our Size guide.

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 customerservice@haglofs.se.

  • 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 and the UK takes within 1-5 business days.

    If you are requesting a delivery to a remote location, delivery times may be longer. Shipping information is available here.

  • What does it cost?

    Shipping and costs information is available here.

  • How do I add to or change my order?

    To add more products, please place a new order.

    An order can only be changed before your order is dispatched from out warehouse. If the order is already dispatched, you will need to return the product and place a new order. For assistance, please contact our customer service by emailing customerservice@haglofs.com or call +46 226 670 70. Our business hours are 7:30 a.m. to 4:30 p.m. CET Mondays through Thursdays, and 7:30 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.

  • How do I cancel an order I have placed?

    Please contact Customer Service by emailing customerservice@haglofs.com or call +46 226 670 70 and we will help you with this on condition that your order has not already been delivered. If your order has been delivered, you must return it to us.

  • 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.

    You can also log in to My Account to view the status of your order or your order history. If you do not have an account or are a new customer, you can create your account.

    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 and UK).

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

    You can shop online at www.haglofs.com at our online stores for Denmark, Finland, Germany, Sweden, 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 customerservice@haglofs.com or call us at +46 226 670 70 and we will be happy to assist you. Our normal business hours are 7:30 a.m. to 4:30 p.m. CET Mondays through Thursdays and 7:30 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.

  • What delivery options are available?

    You have the option to have your order delivered to either a Service / Access Point or Home Delivery. More information on the page Shipping is available here.

  • Help! 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 customerservice@haglofs.com or call us at +46 226 670 70 and we will be happy to assist you. Our normal business hours are 7:30 a.m. to 4:30 p.m. CET Mondays through Thursdays and 7:30 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?
    We don’t deliver or handle returns at our stores currently.

Returns and Refunds

  • How can I return a product

    If you are not satisfied with your purchase, please follow the instructions on returns here.

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

    Products bought online from www.haglofs.com can be returned within 30 days for full price items and within 14 days for Sale items from the day that you picked up the order, provided it is in its original condition.

  • Do you offer free returns?

    Free returns are available in Sweden. For other countries, return postage charges apply and will be deducted from the refund amount. More information is Shipping information is available here.

  • Are delivery charges refundable?
    Delivery charges are not refundable.
  • 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.

  • 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.

  • 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 emailing customerservice@haglofs.com or call us at +46 226 670 30 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 customerservice@haglofs.com or call us at 0226 670 30 and give your order number and your contact information.

  • I want to make a complaint. What do I do and what guarantees do I have?

    First, a big apology from us!!

    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 www.haglofs.com, we recommend the following: Please contact our Customer Service at +46 226 670 30 or send an email to customerservice@haglofs.com 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 used?

    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. More information is available here.

Security

  • How safe is my information and credit card number?

    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. Please also refer to our Privacy Policy.

Account

  • How do I create an account?

    Creating an account is very easy, click on My Account at the top right of the page, click on Create Account Now and follow the steps. If you want to edit your account, delete or have some other request regarding your account go to Asics Privacy and data protection to learn more. 

  • What do I do if I forgot my password?

    If you forgot your password click on click on My Account at the top right of the page, click on "Forgot password?". Fill in your email and an email will be sent with further instructions.

Sustainability

  • 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.

  • 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.

  • 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.

Technical Issues & Other Questions

  • I encountered a technical problem / I cannot find my question not found here.

    Please contact us by emailing customerservice@haglofs.com or call us at +46 (0)226 670 30 and we will be happy to assist you. Our normal business hours are 7:30 a.m. to 4:30 p.m. CET Mondays through Thursdays and 7:30 a.m. to 3:00 p.m. CET on Fridays, except for public holidays.