FAQ

Haglöfs Restored

What is Haglöfs Restored?
Where can I buy Haglöfs Restored products?
How does Haglöfs Restored reduce our environmental impact?
How are products restored?
What condition can I expect the product to be in?
Will I notice any repairs?
Is the product clean?
Where have the products come from?
What happens to product which cannot be restored?
I have old Haglöfs products which I no longer use, can I send it to you?
Why aren’t your prices lower?

My Order

How do I know the status of my order?
What if the item is no longer available?
How do I return a product?
How do I know the status of my return?
How long does it take to process a return?
Cost of shipping for return?
Can I get a replacement or exchange?
How do I cancel an order?
Can I change my order or delivery address after I have placed the order?

Delivery & shipping information

Where do you deliver to?
Can I have my order delivered to an address other than the billing address?
How do I track my delivery?
How long do deliveries take?
What is the cost of shipping?

Payments

Which payment methods do you accept?
Are my credit card details secure?
When will my card be charged?

Account

How do I create an account?
What do I do if I forgot my password?
Can I use my Haglöfs account with Haglöfs Restored?
How do I delete my account?

Customer Service

How do I get in touch?
What do I do if I have received a faulty or wrong order?
Are Haglöfs Restored products covered by a warranty?
How long does it take to process a warranty claim?

Product Care

How do I wash a down jacket?
My jacket is no longer waterproof what do I do?

Privacy

How is my personal information handled?
Do you use cookies?

 

Haglöfs Restored

What is Haglöfs Restored?

Haglöfs Restored is a collection of second hand gear for first hand adventures. Whether previously worn, returned, damaged or defective, it's inspected, washed and restored so that it can continue its journey with a new owner. 

It’s just as functional and good-looking as our regular collection, but with the added benefit of reducing waste, carbon emissions and water use - while keeping still-premium materials out of landfill for longer. We're making the most of what we already have. So, when you buy a Haglöfs Restored item, you’re not only getting high-quality performance gear but you’re also contributing to a less wasteful world. What’s more adventurous than that?

 

Where can I buy Haglöfs Restored products?

Haglöfs Restored products can be bought through www.haglofsrestored.com  from Sweden, Finland, Denmark, Germany, and the Netherlands.

If you would like to see Haglöfs Restored expanded to your country let us know via the Contact Us page

If you can’t find what you are looking for then you can try www.haglofs.com for our full product range.

 

How does Haglöfs Restored reduce our environmental impact?

Lots of resources including energy, water, and raw materials - go into making our gear.  Every time we can extend the life of the product through good product care, repair or restoring it we know we have made better use of the resources that went into it in the first place.  And even more importantly we avoid another product being produced with a whole lot of new resources.  

Haglöfs Restored is just one step towards moving away from a linear take-make-waste model to a more circular one. 

 

How are products restored?

Once the products arrive at the warehouse, they are individually inspected by hand to determine if there are any problems like holes, broken components, or stains.  If they have the potential to be restored, then they start to move through the process.  First, they are thoroughly cleaned, and any waterproof items are given a reproofing treatment.  Once clean, any repairs that are needed are carried out by the professional repair team.  This could be as simple as attaching a button or as complex as replacing a zipper but always respecting the original design and quality standards. Finally, a full quality check is completed to certify that everything works and the Haglöfs Restored logo attached confirming the product meets our quality standards.

 

What condition can I expect the product to be in?

All products are clean and fully functional but may show varying signs of wear and repair.   On each product page you will find them categorized as follows:  

  • Excellent - Products are as good as new. If repairs have been made, they are not visible and no signs of wear.  
  • Very Good - If you have a sharp eye, you may be able to spot a repair, so it does not meet like-new standards. May be minor evidence of wear.
  • Good – You’ll know these products have been on an adventure! They may feature visible repairs or show signs of wear. They are still functional and ready for another round.

 

Will I notice any repairs?

While every effort is made to make repairs in line with the original design intent there are times where for example a perfect color match cannot be made, or some additional stitching is required.  It is possible also that small marks have remained through the washing and spot removal process. These are purely aesthetic differences, and the product will still be fully functional. In these cases, the product will be marked as Very Good rather than Excellent.  Products marked as Good will have more obvious repairs and/or show signs of wear and tear.  They are however still functional and ready for a new adventure

All products will bear the Haglöfs Restored logo to indicate that they have passed through the restored process, and they meet our quality standards.

 

Is the product clean?

Yes, as clean as new! We take cleaning seriously and every item passes through a professional cleaning process.  There may be occasions where minor markings or stains cannot be removed, if this is the case the product will be marked as Very Good rather than Excellent.

 

Where have the products come from?

We receive products from several sources including:

  • directly from consumers who no longer have a use for the product
  • from our warranty process where a consumer has returned a damaged or faulty product
  • from our returns process where a product may have picked up some damage during the journey and it can’t be put directly back into circulation
  • production faults

No matter where they started, all products sold as Haglöfs Restored go through the same rigorous cleaning, repair, reproofing and certification process to ensure you get a high-quality product that meets our standards.

 

What happens to product which cannot be restored?

Haglöfs Restored aims to take discarded clothing and turn it into restored clothing, materials for upcycling or feedstock for recycling. The goal is to eventually ensure a zero-waste system that recovers the full value out of what has already been created.

If products are too damaged to be restored then they are collected and every effort is made to upcycle, or recycle the items, for example trims can be removed to be used in repairs of other products or fabric sections can be saved to make new products.

 

I have old Haglöfs products which I no longer use, can I send it to you?

If you have old clothes we are happy to take them and help ensure they are put to the best possible use. You can drop off old Haglöfs clothing at any of our brand or outlet stores in Sweden, Finland, or France. Find your nearest store. Alternatively, if you are in the EU, you can post the product to one of our local customer service offices.  Get in touch with us to find the nearest one. 

Note this currently only applies to clothing while we investigate suitable recycling options for other product categories.

For hygiene purposes any product returned to Haglöfs must be clean - our staff may refuse to accept dirty items.

 

Why aren’t your prices lower?

Haglöfs Restored isn’t about the offering the cheapest deal in town.  Haglöfs Restored is part of a process that is looking to change how we shop from a linear take-make-waste system to a more circular, less wasteful model. That means that Haglöfs Restored products are about doing something good for the planet while also creating value and that takes quite some effort. We invest in the collection, cleaning, repair, and quality of the product, so that you get a high-quality product without having to use new resources from the planet to create it. 

 

My order

How do I know the status of my order?

When we receive your order, you will be sent an Order Confirmation email to the email address you provided when placing the order.  As soon as your order has been fulfilled then then you will receive a follow up Shipping Confirmation email with the delivery tracking number(s).

If you have not received these emails first check your ‘junk mail’ folder.  If you are still in doubt, get in touch with customer service at the Contact Us page.

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 an account here.

 

What if the item is no longer available?

All orders are subject to availability and most items on the site are unique in style, colour and size. If it turns out that an item is not available after you place your order, we will contact you and refund you the appropriate amount for the incomplete or cancelled order.

 

How do I return a product?

If you are not satisfied with your product, you can return it within 30 days of purchase. Please access the online returns center  to start the process and follow the instructions provided.  You will need your order number and the email address used to place the order.

 All returns must be unworn and in their original condition.

 

How do I know the status of my return?

You will receive an email as soon as we have received your returned product at our warehouse. Once received we will arrange the refund after the necessary checks. You will receive another e-mail as soon as we have refunded the value of your goods. You will be refunded to the payment method you used for the original order.

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

 

How long does it take to process a return?

The timing varies depending on how long it takes the product to arrive at our warehouse. See below for estimated delivery times by country.

 

Return Delivery times

Sweden, Finland, Denmark

3-8 days

Germany

3-6 days

Netherlands

1-3 days

 

We will process your request as soon as we receive the products at the warehouse.  Once your return has been accepted, it may take up to 14 days before you receive the money in your account.

Can I get a replacement or exchange?

Haglöfs Restored is a continually changing collection of individual items which means we cannot process replacements or exchanges.  If you would like to replace a returned item, then feel free to place a new order.

 

How do I cancel an order?

The goal is to ship your order as quickly as possible. Once you hit submit, most orders cannot be changed. However, our customer service team may be able to help. Contact them as soon as possible via the Contact Us page.

Of course, if the order has already been processed you are still able to return the ordered item once you receive it.

 

Can I change my order or delivery address after I have placed the order?

Once the order has been confirmed no further changes can be made. If you want to add items to the order, then simply create a new order.  Once you have received the products you are still able to return them within 30 days.

 

Delivery and shipping information

Where do you deliver to?

We currently ship to Sweden, Finland, Denmark, Germany and the Netherlands.  If you would like to see Haglöfs Restored expanded to your country let us know via the Contact Us page. 

Can I have my order delivered to an address other than the billing address?

Yes, as long as your delivery address is located in one of our active countries then you can have your order delivered to an address that differs from the billing address. During the ordering process, you will have the chance to enter a different delivery address after entering your billing address.

How do I track my delivery?

Once the order is ready for shipment you will receive an email to the address you provided when placing the order.  In this email you will find a link which can be used to track the delivery of your order.  Note that it can take up to 24 hours for the tracking information to be updated in the parcel carrier’s system.

How long do deliveries take?

We aim to process each order within two working days. Deliveries take place from Monday to Friday during normal office hours, with no deliveries on weekends and holidays. Once the product leaves our warehouse the expected delivery time varies by country as shown below.

 

Delivery times

Sweden, Finland, Denmark

3-5 days

Germany

2-3 days

Netherlands

2-5 days

 

What is the cost of shipping?

Standard delivery 4.50 EUR . Shipping is free for orders >EUR100.  Returns are free. 

 

Payments

Which payment methods do you accept?

You can pay for your orders with We accept American Express, MasterCard, Visa.  Your delivery address determines the currency you will be charged in.

Are my credit card details secure?

Haglöfs Restored uses Shopify Payments, 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 complies 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 Notice

When will my card be charged?

Your card will be charged when you receive your order confirmation email where you will also find a link to your electronic invoice.

 

Account

How do I create an account?

During the order process you will be provided with the option to set up an account.  Alternatively, an account can be created by clicking on My Account at the top right of the home page, click on Create An Account and follow the steps.

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 address and you will be sent further instructions.

 

Can I use my Haglöfs account with Haglöfs Restored?

Unfortunately, not. The websites are operated independently of each other.

 

How do I delete my account?

If you would like to delete your account, please get in touch with our customer service team via the Contact Us page. 

 

Customer service

How do I get in touch?

For questions about your order or other queries related to Haglöfs Restored please contact us by emailing our dedicated Haglöfs Restored Customer Service team via the Contact Us page and we will be happy to assist you. Our normal business hours are 7 days a week from 7am till 7pm CET (excluding public holidays).

For general enquires not related to Haglöfs Restored please contact customerservice@haglofs.se

 

What do I do if I have received a faulty or wrong order?

Please reach out to our customer service team for assistance.

 

Are Haglöfs Restored products covered by a warranty?

Yes, Haglöfs Restored products are warranted to the original owner of the restored product for defects up to one year after the product was purchased. The warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of colours and materials over extended time and use. If a product fails and falls under the warranty, we will repair the product without charge or refund your purchase at our discretion.

Please contact our customer service team via the Contact Us page for warranty claims. 

Note that you may need to send the product for inspection before any decision can be made. For hygiene purposes any product returned to Haglöfs must be clean - our staff may refuse to accept dirty items.

How long does it take to process a warranty claim?

Once we have received the product in our warehouse, we will inspect it and confirm your options (repair, refund or replacement) by email within 5 working days.

 

Product Care

How do I wash a down jacket?

For details of how to take care of different types of products please visit our Care Instructions page.

My jacket is no longer waterproof what do I do?

To get the best out of waterproof jackets they need to be kept clean and reproofed on a regular basis.  For details of how to take care of different types of products please visit our Care Instructions.

 

Privacy

How is my personal information handled?

When you place an order on the Haglöfs Restored website, you will be providing us with your personal information. Our collection and use of your personal information will be carried out in line with our Privacy Notice .

 

Do you use cookies?

Cookies are used on the website and managed in line with our Cookies Policy.  You can adjust your cookies setting at any time in the Manage Cookie area