FAQ-EN

Our aim is to be a reliable partner which provides all the support you need. We adopt a customer-focused approach, and satisfaction is our number one priority. Please see below if you have any questions regarding the ordering process, product and delivery information or complaint procedures. General queries are also covered.

Orders

Ordering process

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Is it possible to make a subsequent change to the invoice address?

We will be happy to alter your invoice address. Please note that we can only change the address if the invoice has already been settled.

 Would you like to alter your invoice address? Please contact us at: https://www.haix.co.uk/serviceform

Payment

Types of payment

PayPal
PayPal is an easy and secure way of making payment. You will need to have your PayPal details to hand when you complete your order.

IMMEDIATE bank transfer
You can make an immediate bank transfer by using your online banking service. Please note that you will need your online banking access details and your sort code.
This data is not stored and cannot be viewed by us.

Payment in advance
If you opt for payment in advance, we will send you confirmation by e-mail once your order has been completed. This order confirmation contains all the information you need to transfer payment. Please note that delivery cannot take place until payment has been received.

Credit card
We also accept credit card payments (MasterCard/Visa).

Dispatch and delivery

Do you also deliver to automated self-service collection booths (DHL “pack stations”)?

Yes, we can deliver to pack stations. Please be sure to provide both the post office number and the pack station number.

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Parcel not arrived?

Please get in touch with us if you have waited for more than 6 working days but have not yet received your parcel. We will be happy to contact DHL on your behalf.

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To which countries does the HAIX web shop deliver?

We currently deliver to the following countries:
Germany, Austria, UK and Ireland, Italy, France

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Shipping costs

The amount of shipping costs depends on the destination country:       

Germany: €3.90
Austria: €3.90
Italy: €6.90
France: €6.90
United Kingdom: £3.90
Belgium: €6.90
Luxembourg: €6.90
Netherlands: €6.90

Returns & refunds

Returns and exchanges

Free 30-day right of return
You may exchange or return goods ordered within 30 days of receipt. Returns and exchanges are quick and straightforward. Each parcel includes a return form which provides details of the return and exchange process. Please complete this return form in full, place it in your return package and send both back to us. HAIX will pay the costs of the return shipment. If goods are being returned, we will transfer the money back to your bank account within one week.

Exchanges:
Exchanges are not generally possible. You will need to place a new order to receive your required articles.

Return label:
Return labels are sent by e-mail when your order is completed.

The following items may not be returned: Shoes which have been worn or become soiled.

Receipt:
Please be sure to retain your post office receipt when making a return. This contains your dispatch number. We will need this number to clarify the situation if we do not receive the parcel.

Returns procedure

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Product questions

What should I do if my shoes are too small?

You should first check whether you have the right size. To do this, remove the inlay soles and place your feet on them. Make sure that the inlays are flush with your heels. Ideally, you should then have a space of between about 1.0 and 1.5 centimetres at the front for your toes.

If you discover that you have the right size:
1. One option is to send the shoes to us to be stretched. Shoes can be stretched by up to 0.5 centimetres. Shoes which have a toecap can only be stretched from behind the cap. Stretched shoes may not be exchanged. The stretching process is carried out free of charge.

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2. The width of Vario Fit models can be regulated to a certain extent by using 3 different insoles. These can be ordered from https://www.haix.co.uk/haix-insole-perfectfit-safety.

The Vario Fit insole can be used for the following models: 

Fire
Fire Hero 2
Fire Eagle
Fire Hero Vario
Rescue
Airpower XR1
Airpower XR1 LADY
Nevada Pro Mid
Nevada Pro Low
Forest
Protector Ultra
Workwear
Airpower XR3
Airpower XR21
Black Eagle Safety 40 Low
Black Eagle Safety 40 Low
Black Eagle Safety 41 Low
Black Eagle Safety 50 Low
Black Eagle Safety 50 Low
Black Eagle Safety 50 High
Black Eagle Safety 61 Low
Black Eagle Safety 62 Low
Black Eagle Safety 53 Low
Black Eagle Safety 53 Low

Is a Vario Fit sole worthwhile for me?
This can be checked by simply trying on the shoe without the insole. If you feel that you have enough room in the shoe, it makes sense to order the “wide” version of the Vario Fit insole.

What should I do if my shoes are too big?

You should first check whether you have the right size. To do this, remove the inlay soles and place your feet on them. Make sure that the inlays are flush with your heels. Ideally, you should then have a space of between about 1.0 and 1.5 centimetres at the front for your toes.

If you discover that you have the right size, a thicker inlay is available for almost all our models. Details of all inlays are available here: https://www.haix.co.uk/spare-parts/

How do I lace up my shoes correctly?

Lacing systems may vary somewhat depending on the model.

Lacing instructions for one-off individual adjustment of the lace/zip fastener system
Lacing instructions for the new FIRE FLASH PRO laces
Lacing instructions for the new FIRE HERO, FIRE EAGLE laces
Lacing instructions for the new FIRE FLASH, FIRE FLASH GAMMA laces
Lacing instructions for the new SPECIAL FIGHTER laces
Lacing instructions for the new AIRPOWER X1, AIRPOWER 

What is the difference between the Airpower X1 and the Airpower XR1?

The Airpower XR1 has an improved outsole which features a special fin-shaped tread to ensure the very highest degree of slip resistance. It is cut slightly wider than the X1. The XR1 is also fitted with a significantly softer inlay to enhance comfort of wear even further. Unlike the Airpower X1, the toe cap and puncture-resistant sole of the Airpower XR1 are metal free. The XR1 also provides more reliable insulation against the cold and heat. In addition, it features reflective strips to the right and left of the zip fasteners.

What are the differences between the Black Eagle models?

Safety footwear

Differences between the different models:
- Watertight/not watertight
- Upper material
- Sun Reflect
- Shaft height
- Additional protective cap
- Lacing                                                          

Professional footwear

Differences between the different models:
- Upper material (leather/textile)
- Sun Reflect
- Watertight/not watertight
- The successor 2.0 model has an improved sole and upper material
- Standards vary

Leisure footwear

Differences between the different models:
- Watertight/not watertight

The successor Adventure 2.0 model has an improved sole and upper material compared to the Adventure 30

Where are HAIX shoes produced?

We are committed to maintaining our manufacturing locations in Germany and Europe. Production at our main works in Mainburg has been expanded to the limits of capacity. Despite our campaigns to recruit trainees, workforce potential in the region remains restricted. Our second production location in Croatia was chosen because of the outstanding labour supply available there following the relocation of the sporting goods industry to Asia.

HAIX will also continue to manufacture a small part of its product range in Asia until mid-2016. In Europe, we no longer have any vacant production facilities to manufacture the sole technology used in the BLACK EAGLE. We have made use of this intermediate manufacturing solution to learn lessons with a view to bringing this manufacturing process back to Europe. This move will be realised shortly. The new BLACK EAGLE product line will then also be manufactured in Croatia. This will mean that everything will be “Made in Europe” once again. The BLACK EAGLE SAFETY, a sporty and comfortable shoe featuring safety technology, is already manufactured exclusively in Europe using the sole production know-how that has been repatriated from Asia.

How heavy are the shoes?

Each model has a different weight. Weights are shown in the blue information section included on the individual product pages. Weights stated usually relate to size 42.

Why do oversizes attract a supplement?

Why is there an oversize supplement?

The reason for this is that very large sizes are only infrequently requested by customers. This means that production costs are higher than for standard sizes. Production processes also need to be specially adjusted, for example, and material use is greater. Nevertheless, we wish to be able to continue to provide this particular service to our customers. We are, therefore, compelled to charge an oversize supplement for shoes which do not correspond to the usual sizes.

Orthopaedic models, custom manufacture

The ideal combination of HAIX shoes and orthopaedic adjustments

In accordance with Directive 191 (BGR 191) “Use of foot and knee protection” issued by the Employers' Liability Insurance Association in January 2007, orthopaedic changes to certified safety and work footwear must be checked to ensure compliance with the relevant standards.

HAIX has developed an orthopaedic inlay system that is designed for use with most models in our product range. This system can be adapted to meet the requirements of wearers. 

In order to ensure that HAIX footwear continues to comply with all the relevant standards after orthopaedic adjustments have been made (insert supply and/or raising of the shoe), the special blank used by the orthopaedic shoemaker may only be deployed in conjunction with the HAIX CO System. Simply contact your orthopaedist to find out what is the right inlay for you.

Each locally based orthopaedist is only able to source this insert directly from HAIX. Your shoemaker will work with the relevant inlay models and adjust these to meet the individual requirements of the wearer for each foot.

List of articles using the HAIX CO System

Instructions on individual production of orthopaedic inlays using the HAIX® CO System

Information on the HAIX® CO System

I cannot find the model I am looking for

Are you looking for a certain model which you cannot find in our web shop? It may possibly be a special or discontinued model.

Are you looking for more detailed information about this particular shoe?

Please contact us at: https://www.haix.co.uk/serviceform

Can I arrange to receive notification when an article is back in stock?

We offer the facility to receive information about the availability of our articles. The only exception is for articles which have been discontinued, i.e. have sold out. No notifications are available for these models.

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Explanation of safety labelling

Designation of safety footwear categories in accordance with the EN ISO 20345 standard

SB: Basic requirements under the standard are fulfilled (including toe cap)

S2: Toe cap + watertight

S3: Toe cap + watertight + penetration protection +  profiled sole

S1P: Toe cap + penetration protection

HI: Sole design provides heat insulation

CI: Sole design provides insulation against cold

WR: Shoes are water resistant

WRU: Waterproof and water absorption by upper

HRO: Performance of outsole in the case of direct contact with heat

Designation of safety footwear categories in accordance with the EN ISO 20345 standard

O2: Closed heel area, antistatic properties, energy absorption capacity in the heel area, requirements regarding water penetration and water absorption

FO: Outsole is fuel resistant

Classification of fire brigade footwear in accordance with the CE 0197 EN15090 standard

Code 1: Shoes made of leather or other materials, except footwear made entirely of rubber or polymers

Code 2: Footwear made entirely of rubber or polymers

Types of brigade footwear in accordance with the EN 15090 standard

Type 1: Suitable for general technical deployments (e.g. Type 1, HI1) and fire fighting outdoors only (e.g. Type 1 HI2; Type 1 HI3)

Type 2: Heavy duty basic protection models, suitable for internal fire fighting and combating other fires of all sorts; standard fire brigade boots (e.g. Type 2 HI2; Type 2 HI3)

Type 3: Special protective version, suitable for deployment in exceptional risk situations such as those involving hazardous materials; also suitable for all sorts of fire fighting (e.g. Type 3 HI2; Type 3 HI3)

Type and protective function of fire brigade footwear is stated in the bottom left-hand corner of the pictogram (fire fighter), e.g. F2A, whereby the following applies:

F   Fulfils all requirements under the standard

2   Type 2

A   Fulfilment of antistatic requirements

Meaning of the labelling symbols

HI1: Heat insulation performance level of the sole design at 150°C / 30 minutes

HI3: Heat insulation performance level of the sole design at 250°C / 40 minutes

Which shoes may be used with crampons attached?

The HAIX Climber, the HAIX K2 and the HAIX Protector Alpin are able to accommodate crampons.

Repairs & guarantees

Repairs & guarantees

Guarantee
The statutory guarantee term of 24 months applies to our products for defects in material or manufacture. Parts which are subject to natural wear and tear, such as outsoles, are excluded from this guarantee. The guarantee also does not cover damage and defects caused to the product whilst it is fulfilling its protective function. We also accept no liability for defects caused by improper care and incorrect use. We will, however, repair such damage at cost price.

Repairs

We offer the following repair services:
- Replacement of laces (in the case of lace-up fire brigade boots only NOMEX laces are used)
- Replacement of soles, rubble protection and additional runner protective caps
- Repair of sole edges
- Replacement of back straps, hooks and loops
- Seam repairs
- Stretching shoes 

Please fill out the repair form and put it in the package.

In order to avoid misunderstandings, please enclose your original purchase receipt when making guarantee claims. Please note that defective footwear must always be returned as a pair. 

Please note that we will only accept shoes for repair that have been brushed clean. Soiled shoes will be returned without being repaired and at the expense of the sender. 

Packages for which postage has not been prepaid will not be accepted.

Where can I send complaints/repairs? What should I enclose?

Please send repairs to the follwoing address:

HAIX-Schuhe
Produktions- und Vertriebs GmbH
Service Department
Auhofstraße 10
84048 Mainburg
GERMANY

Please enclose the following documentation:

- Covering letter (or copy of e-mail if e-mail contact has already taken place)
- Correct postal address and telephone number to enable us to contact you
- Copy of invoice (to check the guarantee) This is important in order to enable us to ascertain where and when the shoes were purchased.

Care and tips

How do I care for my shoes correctly?

Correct cleaning and drying

Dirty shoes should be simply washed off using water and a brush. Do not attempt “fast drying” by placing shoes next to an open fire or stove or on the heating. This will change the shape of the shoe. Remove the inlay and stuff the shoes with newspaper, or use a shoe tree. Afterwards, allow the shoes to dry slowly in a well ventilated spot. We recommend that inlay should be regularly washed at a temperature of 30°. The inlay should be removed following each period of wear in order to accelerate the drying process.                                 

Caring for your shoes using waterproofing sprays and shoe cream

When caring for all types of leather, you should only use conventional non-greasy shoe creams and impregnation agents or products that have been recommended by HAIX. Do not use dubbing or oil. Textile upper materials are best treated by using a waterproof spray. However, such impregnation agents will tend to dry out leather if used alone. Leather can become cracked and hard if shoe cream is not used. Applying cream to the creased part of the tongue will also help to remove the squeaky sounds that may occur with hydrophobised leather. This will also provide metal parts (rings, hooks etc.) with additional protection against oxidisation.

HAIX shoes featuring the Sun Reflect System

Sun Reflect reduces the heating effect on the upper leather caused by the sun’s rays. Sunlight is reflected, thus keeping leather and feet cooler. In order to achieve the best effect, we recommend using a colourless care agent or the care product specially developed by HAIX for use with the SUN REFLECT System.

The right socks

Functional socks – the perfect accompaniment

Using functional socks enables comfort of wear to be significantly enhanced. Such socks quickly transport any moisture generated by the foot whilst moving along to the lining material. When you are trying on your shoes, do so whilst wearing the socks you will use later.

Special indications for your functional footwear

Information regarding the relevant standard for each model is contained on a printed label at the shaft of the shoe. Make sure that your shoes are a good fit and be careful with elements that are subject to wear and tear. If you are in any doubt, ask your specialist retailer. Take note of care instructions, and check your shoes for visible signs of damage prior to every period of wear. Store your shoes in a dry place, in the original box if possible. Of course, no date of expiry can be stated in respect of our products. This mainly depends on the degree of wear and tear and the use to which the footwear is put. Your shoes are labelled with the following information: manufacturer (HAIX®), applicable standard, category, size, month and year of production, type designation of the manufacturer.

Should I apply an impregnating agent to my shoes at the outset?

All of our footwear has been pre-treated prior to supply. You should make an individual decision depending on the prevailing weather conditions as to whether you treat your shoes once more prior to initial wear.

How do I care for nubuck leather shoes?

Treat shoes using the HAIX impregnation spray, which contains the relevant care substances. Apply the spray generously from a distance of 30 centimetres so as to enable the leather to absorb these substances. The shoes must then be left to dry naturally (not on the heating). If necessary, nubuck leather can be re-roughed using a brush (prior to and after use).

When using safety footwear such as forestry boots on rough terrain, be sure to treat with a non-greasy shoe cream beforehand. The cream will provide the leather with more intensive care than an impregnating spray. Constant application of shoe cream will turn the surface of the leather from rough to smooth. This may lead to colour changes in some cases.

Catalogues and newsletter

Where can I obtain a HAIX catalogue?

Our catalogue is available for download at: http://www.haix.com/downloads/

How can I sign up to or unsubscribe from the newsletter?

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