You can find the answer for most of your questions here on the frequently asked questions page.
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. Feature and/or Colour.
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 continue shopping or follow the screen instructions to fill in payment and delivery details.
DO I NEED AN ACCOUNT WITH YOU?
No you do not need an account to shop with Hanwag.
However, creating an account will allow you to order without having to fill in your details every time you shop with us. You will also be able to view your order history and track your current orders.
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. You will find all the information to ensure our product fits perfectly and looks great.
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 and images. If you have any further questions, please do not hesitate to contact customer service and we will do our best to answer your questions as quickly and completely as possible.
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 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 has already 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 into My Account. Simply choose "Personal Information" and click on the pen to edit your address.
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.
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 Customer Service, and we will do our best to sort it out for you.
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),
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 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. If you still have problems after installing version 9, please contact Customer Service.
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 computer. Usually, you need to select the tab “Tools” on your internet browser to clear the browsing data.
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 Customer Service.
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 they are registered to.
If the problem continues, please enter the details of another card.
Please contact Customer Service, if the problem persists. They will try to advise you further.
I HAVE SEEN AN ITEM WHICH APPEAR TO NO LONGER BE IN STOCK
Some of our most desirable items run out of stock very quickly, so don't wait to make a purchase. However, some of our products are running styles which will be frequently restocked.
