FAQ's

FREQUENTLY ASKED QUESTONS


You can get the answer for most of your questions here at the Frequently asked questions page.


How do I find the right shoe?

Finding the shoe/boot that fits your needs depends on several factors such as activity, last selection and sizing. Here are some expert tips that assist you in finding the right footwear for your needs:

The right shoe size
The boot for your activity
Our special lasts assortment 


Do you have a size chart?

Yes, we never want to send you anything that doesn't fit properly. Check out our size chart, displayed here as well as on the product page for measurements — you will find all the information to ensure our product fits perfectly and looks great.


How do I search for a product?

For your convenience we have designed many different options to filter or search among our products. At the top navigation, you can browse through the categories and then refine what product type you are looking for. You also have the option to filter into e.g. Activity and/or Color. If you know exactly what you need, you can use our search facility, type it in and you will find everything related to your search. When you have found what you were looking for, simply click "Add to cart", and return to shopping or follow the screen instructions to fill in payment and delivery details.


Can you give me more information on your products?

We try to publish as much useful information as possible about each of our products, to help you purchase the items that suit you best. The product page for every item includes sizing, a short and long description, a material description, images as well as a product movie and related movies which highlights, e.g. the material. If you have any further questions, please do not hesitate to contact the HANWAG Customer Service and we will do our best to answer your questions as quickly and completely as possible.


What are the benefits of the HANWAG account?

As a HANWAG member you can enjoy great benefits such as a faster check out process, an address book that saves all submitted addresses and an option to track your orders and review your order history. Also you can sign up for our Newsletter when creating an account and make sure you will be the first to know about. 


I have just placed an order. Can I cancel or change it?

Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch. You have an option to cancel but you need to be quick about it. Please call HANWAG Customer Service immediately, and they will do their best to fulfill your request. However, we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

For additional information about cancelling your order, check our Returns Policy. If your order already has been shipped, you will need to return the order to us.


How can I change my address?

If you already have an account, you can change your details by logging in My Account. Simply choose "Change Address".


I cannot sign into my account

When you want to shop with us or access your account, we ask you to sign in. If you cannot remember your password, just type your email address in to the "Forgotten Your Password" box on the sign in page, and we will send you a reminder which includes your password. You can change your password, main email address or any of your other details at any time just by signing in to My Account. If you still have problems signing in, or have any other queries, please contact HANWAG Customer Service.


I am having general problems accessing or purchasing from your website

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system. In order to enjoy an excellent online experience, we recommend updating your internet browser on a regular basis by using the latest versions for your respective browser.

If you are still having problems using our site, please feel free to get in touch with Customer Service and we will be happy to help. To help us look into your problem, please try to include as many of the following details as possible:

• Your Operating System (e.g. Windows XP, Mac OS 10.0),
• Internet Browser (Internet Explorer 7, Google Chrome, Firefox etc.),
• What URL you were trying to access (e.g. http://www.google.com),
• Which time the problem occurred, and
• Please copy and paste into the email any error message that appeared on your screen.


 I am having problems with my shopping cart

If items are disappearing from your shopping bag, this may be because you are using your internet browser's back” button, rather than selecting one of the Continue shopping in... links on the shopping cart page. If you are still having problems, try deleting the cookies on your PC. Usually, you need to select the tab Tools on your internet browser to clear the browsing data.


My payment has been declined

A payment decline can happen for a number of reasons. Please check your HANWAG account details to make sure that the card details such as the card type, validity date, name and your billing address are the same as the card is registered to. If the problem continues, please enter the details of another card. Please contact HANWAG Customer Service, if the problem persists. They will try to advise you further.


I have seen an item which it seems to be no longer in stock

Some of our most desirable products are running out of stock very quickly, so be quick before it’s gone. However, some of our products are running styles which will be frequently restocked. Keep an eye on the shop or visit our Store Finder to contact a retail store near you.


Can all HANWAG shoes be resoled?

Yes, up to this day all Hanwag boots can be resoled. Only expection are our Junior/Kids models: Due to their special construction Juniors’ models cannot be resoled. At HANWAG we make all our footwear using the cemented construction method, apart from our double-stitched boots. Cement-lasted footwear has the advantage that it can be resoled over and over again. Learn more about resoling your HANWAG boot here.


What should I do if I find a defect with my HANWAG boots or shoes? 

Take them back to the HANWAG dealer where you bought them. The HANWAG dealer will check the defect and decide if it is a justified complaint. In this case, they will be returned to HANWAG and repaired free of charge or you will receive a replacement pair.


Is it possible to return online purchases in HANWAG stores?

We are currently not able to provide returns in store for purchases made online. Please read our Returns Policy for more information or call our HANWAG Customer Service.


I am not receiving your newsletters?

If you are not receiving our regular newsletter, you could be missing out on exciting news. The most common reason for this is that your email software is marking emails from us as junk mail and sending them to your spam folder. To stop this from happening, please add newsletter@hanwag.com to your email address book, then our emails should come through just fine. If you checked this and are still not getting the newsletter, make sure you typed in the correct email address when you signed up with us. Sign into My Account or get in touch with HANWAG Customer Service, and we will do our best to sort it out for you.


I cannot view the videos

If you cannot view our videos, please make sure you have Abode Flash Player 9 or higher installed on your computer. If you do not have it, simply click here (http://get.adobe.com/flashplayer) and follow the instructions to install. Are you still having problems after installing version 9, please contact Customer Service.


I have seen something advertised, but cannot find it on the site?

Just type the name of the item into the search box or go to the specific category at the top of the homepage, and it will take you straight to the right product. If you cannot find it, or if you are not sure what you are looking for, please contact Customer Service with as many details as you can remember, and we will try to track it down for you.

 


For guaranteed delivery before Christmas, order within 2016-12-16T00:01:00 Last order date for Norway: December 12th; Estonia & Latvia: December 14th. All last order dates