FAQs

 ORDER & DELIVERY 

How is a refund issued if I paid with a Gift Card?

If you would like to make a return/exchange for an order that was paid for either wholly or in part with a Gift Card, you can follow the return instructions outlined in the following link: RETURNS
When returning items that were paid for with a Gift Card, the Gift Card will be credited first, up to the original Gift Card balance. Any refund amount beyond the initial value of the Gift Card will be refunded to the credit or debit card on file for the order being returned.
If you have further questions about returning items paid for with a Gift Card, please Submit a Request below to contact Customer Service.

How to check the balance of your Gift Card

Enter your card number and pin number on the “Check your Card Balance” link found on our Gift Card page.
If you have further questions about your Gift Card balance, please Submit a Request below to contact Customer Service.

How to redeem a Hanwag Gift Card

Gift cards can be applied during the billing step at checkout—simply click “Add New Gift Card” at the bottom and then enter your card number and PIN. To verify that your gift card has been applied, be sure to check the order summary before clicking “Place Order” at checkout.
**Click here to check your gift card balance.**
If you have further questions about the balance on your Gift Card, please Submit a Request below to contact Customer Service.

Do you sell gift cards online?

We do! Digital gift cards can be purchased on our Gift Card page and are sent via email. We will email the recipient a gift card code shortly after your online purchase. You can also choose to schedule the email so that it is delivered on a specific date.
Gift cards can only be redeemed online at Hanwag.com
Hanwag does not offer physical gift cards for purchase online. We are focusing our efforts on providing an excellent digital gift card experience while maintaining our brand's focus on sustainability.
If you have further questions about Gift Cards, please Submit a Request below to contact Customer Service.

Do Gift Cards expire?

Yes! Each Gift Card has an expiration date of 5 years from date of purchase. Unused, remaining value will not be refunded when the card expires.
To ensure an easy shopping experience, be sure to keep all relevant gift card information (card number, PIN, original order number if applicable).
If you have further questions about your Gift Card, please Submit a Request below to contact Customer Service.

Will my EU Gift Card work on the US site?

No, it will not. Each country/currency has its own specific gift card system. Gift Cards can only be redeemed on the site that matches the currency on the card, so you cannot use an EU gift card on the UK site or US site and vice versa. The same rules apply to all our other European sites as well.
If you have further questions about Gift Card redemption, please Submit a Request below to contact Customer Service.

Can I include a custom gift message with my purchase?

Custom gift messages are only available when purchasing a Gift Card. On the product page, please use the "Add an optional gift message" field to send a note to the Gift Card recipient (character limit of 150).
Unfortunately, we are not able to include gift messages with any other items at this time.
If you have further questions about custom gift messages, please Submit a Request below to contact Customer Service.

Can I schedule delivery of a Gift Card for a specific date?

Yes! When purchasing a Gift Card, you can utilize the "send date" field at the bottom of the product page to schedule a specific delivery date for your Gift Card. If no date is entered in this field, your gift card will be sent immediately.
If you have further questions about your Gift Card, please Submit a Request below to contact Customer Service.
Gift Card limits

There are some limits to our Gift Cards:
  • the minimum dollar amount per gift card is €10
  • the maximum dollar amount per gift card is €1000
  • the maximum number of gift cards that can be purchased in a single transaction is 10
  • can only be redeemed online on the Hanwag site that matches the currency on the card. 
  • online Gift Cards cannot be redeemed in any retail stores
  • we will not replace gift cards which are lost or stolen, please treat gift card value as cash
If you have further questions about Gift Card limits or restrictions, please Submit a Request below to contact Customer Service.

When can I expect to receive my digital Gift Card?

Gift Cards are typically emailed within 10-20 minutes from purchase (unless scheduled for a future date). Each Gift Card recipient will receive a single email with the card number, PIN, and gift message if added.
Both numbers are required to redeem a Gift Card. Be sure to check spam/junk folders if the Gift Card email is not received.
If you have further questions about a Gift Card purchase, please Submit a Request below to contact Customer Service.

RETURN & EXCHANGE

When will I receive my exchange?

From the date that we receive your return we have a processing time for up to 14 days. Within these 14 days your exchange will be shipped. You will receive a confirmation by email as soon as it has been shipped.
If the item(s) is out of stock a refund will be issued instead.
 
Please contact our Customer Service if you have any further questions.

When will I receive my refund?

We will process your return within 14 days from our receival of the returned parcel. Once it has been processed you will receive a confirmation by email.
We will carry out the refund using the same payment method you chose for your initial purchase. Example: If you paid by credit card, we will refund the balance to your credit card.

How do I return my order?

HOW TO RETURN
To facilitate your return, click on the link in your shipping confirmation or follow the steps below:
1. Click here and enter your order number and the email registered on the order.
2. Choose the item(s) you would like to return. 
3. Choose the reason for your return.
  •  If you would like to make a warranty claim, click on “Make a warranty claim”. A request is sent to our Customer Service, they will reach out with further instructions.
  •  If you want to make an exchange, please choose the new size/colour in the list of options.
Please note that your exchange is not shipped until your return arrives at our warehouse. We reserve the right to refund if the exchange cannot be fulfilled at that time.
4. The available return service for you will be displayed, please click on that option. 
5. Print your generated label.
  • Pack the item(s) securely in a box. You can use the box the item(s) arrived in or another if you prefer.
  • Attach the label on the outside of your parcel. Make sure to remove or completely cover the old label.
6. Leave the package at the delivery courier drop off point.
 
  • Make sure to always keep the receipt you receive, in case of any lost parcels this is needed as proof.
If you have any questions regarding returns, please contact out Customer Service.

PAYMENT & SECURITY

How do I pay for my order in the UK?

At the moment you can pay with the below payment methods:
  • MasterCard
  • Maestro
  • VISA credit/debit card
  • VISA Electron 
  • Apple Pay
PAYMENT WITH CREDIT CARD

All payments are subject to validation and authorization by both the card issuer/credit company and us to maintain security and to prevent fraud. Payment security has a very high priority. Therefore all information is sent through encrypted servers (SSL/HTTPS). This system prevents your credit/debit card from being fraudulently used by others. Fenix never saves any information regarding your credit card.
WHEN WILL I BE CHARGED?

If you pay with credit/debit card, your card will be authorized when you place your order, and you will receive an email confirming that your order has been successful. We will not charge your card until we process your order and ship it from our warehouse.
If your card is not authorized, no charge will appear, and you will be notified immediately on the screen that the payment was unsuccessful. You will be asked to provide another method of payment.

PRODUCT INFORMATION

Fraud / Fake online shops / counterfeit products

We have a zero-tolerance approach to brand fraud, and so we feel it’s important to warn you about scam online shops, or malicious websites, and to advise you to be vigilant. If in doubt, always contact us. Unfortunately, there are some fake online shops that have copied the look of the Hanwag website, using the same logos, images and font style. So at first glance, it can be hard to distinguish them as a scam site.
How can I tell if it’s a fake online shop?
Feel unsure about whether this online shop that’s selling Hanwag footwear is an officially recognised retailer? Does it not look like the real deal somehow? Are the products almost worryingly cheap? Does the text contain several spelling mistakes? Does it not have a proper legal notice?
In such cases, please contact our Customer Service team, to make absolutely sure that it’s a real site, or to report a fake online store. To do this, click on the ‘Submit a request’ button and include a link to the website in question or a screen shot of the page.
We will then respond to your request as fast as possible and determine whether an act of fraud has occurred and will then take action against the scam shop, with all the means at our disposal, and have it closed down. Unfortunately, we cannot influence how long this process takes.  

I have seen something advertised, but I 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.

WARRANTY & REPAIR

Repair / Resoling

Most of our boots are possible to resole. You can read more about resoling HERE.
Please note, if you have NOT purchased your item via the Hanwag online shop, please get in contact with your respective retailer. These questions will be handled by your retailer. 
Contact our Customer Service if you have further questions.

OTHER QUESTIONS

Does Hanwag have a factory outlet shop at its Vierkirchen site?

No, there is no Hanwag factory outlet. At our Vierkirchen site, only shoes that require repairs or resoling can be handed in.
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.