Q&A
Here you will find most commonly asked questions.
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 with our Email Contact form. Attach a screenshot and a link to the page.
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 Email Contact form.
See our Size Guides at our website
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When you register as a member with us at Haglöfs, an email is first sent asking you to confirm your subscription. After the subscription has been confirmed, the welcome discount code is automatically sent out within about five minutes.
If you cannot find the email in your inbox, we ask you to also check your spam folder. Should you still not have received the email or the discount code, you are welcome to contact us via our form here Email Contact form and we will assist you.
Orders and Delivery
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 Contact form.
Orders shipped within Sweden takes between 1-3 business days from the moment the shipping carrier has received the package.
Orders shipped to Denmark, Finland, the United Kingdom, Norway, Italy, Spain, Austria, the Netherlands, Belgium, or Germany take between two and five business days from the moment the shipping carrier has received the package.
If you are requesting a delivery to a remote location, delivery times may be longer.
You can find more information on the Shipping page.
Shipping and costs information is available here.
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 Contact form.
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 usin this Email Contact form.
When we ship your order from the Haglöfs warehouse, an email will be sent to the address you provided at checkout, informing you that your order is on its way.
Once your order has been shipped from the Haglöfs warehouse, you can also use the tracking number (item ID) you received in an email from Haglöfs to track your package with the carrier.
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 customerservice@haglofs.com 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.
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.
If you find an error on your order or of the product is faulty, please contact us immediately by using our Email Contact form and we will be happy to assist you.
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.
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Unfortunately, we cannot add discount codes or adjust the price afterwards on orders that have already been completed.
If your order has not yet been processed at our warehouse, we may in some cases help cancel it so that you can place a new order using the discount code.
Please contact us here Email Contact form and we will assist you.
Returns and Refunds
- If you are not satisfied with your purchase, please follow our return instructions here.
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.
Read more about returns here.
Delivery charges are not refundable.
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Please allow up to 14 business days from the time you send your return for the refund to be issued to your chosen payment method. Returns are processed within 2 to 5 business days after arriving at our warehouse. You will receive a confirmation email once your return has been processed and refunded. If any issues occur, please contact your card issuer, bank, Klarna, or PayPal.
We do not accept exchanges, including sizes and colours for products bought online from haglofs.com. We will refund the order providing they meet the criteria. Please place a new order for a different size or colour.
Your return will be processed as soon as we have received it and in the order in which it was received. 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 Email Contact form.
Please contact our Customer Service with Email Contact form and give your order number and your contact information.
First of all, we sincerely want to apologize!
Products purchased in a store or from a retailer: Store Locator
We kindly refer you to contact the store or retailer where you purchased the product.
Products purchased online from Haglöfs:
If you purchased your products from haglofs.com, please contact us via the contact form: Email Contact form. Provide your order number and explain what happened or what issue you are experiencing with the product. To support the complaint handling process, we recommend attaching a photo of the issue if possible. Our claims department will get back to you as soon as possible via email.
Payment
- MasterCard / MasterCard branded Dankort
- VISA / VISA branded Dankort
- PayPal
- Klarna
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:
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 customerservice@haglofs.com.
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
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
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Contact our customer service via our Email Contact form.
Warranty
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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
- 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.
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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.
- 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.
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.
Within the statutory claim period, Haglöfs covers all costs, including shipping, for sending the product to the repair center. Outside the statutory claim period, the customer covers the shipping to us, and we take care of the rest.
Haglöfs is not responsible for items that are lost or damaged during shipping and cannot compensate for missing parcels unless there is proof of delivery. We recommend choosing a shipping service that offers tracking.
- 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
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.
- 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.
- Send an email to Haglöfs customer service including the following information:
- Your name, phone, address
- Style name and ID, colour, size
- Description of the repair requested
- Pictures of the issue
- Picture of the laundry label, we need the seven-digit production code printed on the label
- Proof of purchase
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Unauthorized modifications or alterations, including any repair done outside of Haglöfs customer service, are not covered by our warranty.
- 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.
• 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 .