FAQ englisch – Haukland - Photographer's Clothing

PRODUCT INFORMATION

1. What is the 7-in-1 jacket system and how does it work?

The Haukland 7-in-1 jacket system consists of three jackets (Outer Shell, Fleece Jacket, and Padded Jacket) that can be worn individually or combined. This results in seven different ways to wear them: each jacket alone (3 ways), Outer Shell + Fleece (1), Outer Shell + Padded Jacket (1), Fleece + Padded Jacket without the shell (1), and all three together (1). The Outer Shell can be zipped together with the Fleece and Padded Jacket, while sleeves and hoods can be further secured using buttons and loops. However, zipping them together is optional; the jackets are designed to be layered comfortably even without the zipper connection. The cut of each layer is specifically coordinated: the Outer Shell is cut wider than the Fleece and Padded Jacket so it can fit over them. Consequently, the Outer Shell will always have a looser fit, while the Fleece is designed to be form-fitting. When choosing your size, make sure the Fleece fits perfectly rather than the Outer Shell; otherwise, the inner layers will be too tight.

2. What is the difference between the Haukland 7-in-1 Classic Set and the 7-in-1 Parka Pro Set?

The Classic Set is the original version of the 7-in-1 jacket, featuring proven photographer-focused features; it is currently a discontinued model. The Parka Pro Set is the premium version, featuring higher-quality materials (a more robust membrane fabric), superior craftsmanship, a longer fit, and additional features. The Pro version of the Padded Jacket uses the same durable fabric as the Haukland Vest. Pricing for the Classic Set starts at an MSRP of 299.99€ (with clearance models starting at 99.99€), while the Parka Pro Set has an MSRP of 449.99€. In the future, only the Parka Pro jackets will be produced.

3. Which Signature Editions are available and what makes them special?

Haukland currently offers the following Signature Editions:

Jaworskyj Signature Edition: Named after Benjamin Jaworskyj, renowned photographer, YouTuber, and founder of Haukland.
Albert Dros Signature Edition: International landscape photographer and YouTuber from the Netherlands.
Simon D'Entremont Signature Edition: International wildlife photographer and YouTuber from Canada.

These editions feature unique color schemes and include the respective photographer's signature on the inside. All Signature Editions are based on the Parka Pro Set.

4. For which weather conditions are the jackets suitable?

Haukland jackets are designed for nearly all weather conditions, especially when used as a set:

Classic Outer Shell: Water-resistant (6,000mm water column), windproof, and breathable – protects against light rain and wind.
Parka Pro Outer Shell: Waterproof (10,000mm+ water column with taped seams and membrane), windproof, and breathable – protects against heavy rain and wind.
Performance Jacket: Waterproof (10,000mm+ water column with taped seams and membrane), windproof, and breathable – protects against heavy rain and wind.
Fleece Jacket: Withstands light drizzle, provides insulation, and wicks moisture effectively – ideal for cool days.
Padded Jacket: Provides warmth for cold days and is lightly water-repellent. The Parka Pro version features thicker insulation than the Classic version.
Layering: Combining multiple jackets provides optimal protection for freezing and extreme conditions.

5. What specific photographer features do the jackets have?

Microfiber cloth holder: Located in the sleeve for cleaning lenses, filters, and glasses (included in all 3 jackets of the 7-in-1 set).
"Mini Photo Backpack": Large internal pockets on the left side for memory cards, batteries, and accessories (included in all 3 jackets of the 7-in-1 set).
Numerous pockets: 8–11 pockets depending on the model for filters, SD cards, phones, and batteries.
Large external pockets: Sized for graduated filters and other equipment.
Ventilation zippers: Underarm zippers for airflow during physical activity.
Longer cut: Provides protection even while kneeling or crouching to take photos.
2-way zipper: Allows for optimal freedom of movement and easy access to the "Mini Photo Backpack" from the bottom (Classic and Parka Pro Outer Shells only).

6. Where is the microfiber cloth holder and how does it work?

The microfiber cloth holder is located in the left sleeve of every Haukland jacket. It is a specialized pocket featuring an elastic cord and a metal clip to secure a microfiber cloth. This keeps it within reach at all times for cleaning lenses, filters, or glasses without having to reach into your backpack. A Haukland microfiber cloth with a filter reference chart is included with the purchase of a Parka Pro Set (while supplies last).

7. What is the "Mini Photo Backpack" inside the jacket?

The "Mini Photo Backpack" refers to a specialized internal pocket system on the left side of the jacket (included in all 3 jackets of the 7-in-1 set). It offers space for essential small gear like memory cards, batteries, filters, and other accessories. This keeps your most important items protected close to your body and easily accessible without needing to open your main camera bag.

8. How many pockets do the different jackets have and what are they for?

Outer Shell: 11 pockets
Fleece Jacket: 8 pockets
Padded Jacket: 8 pockets

The pockets are designed for various purposes: SD cards, batteries, filters, smartphones, power banks, small lenses, and snacks. The large external pockets on the Outer Shell are even spacious enough to hold graduated filters or a beverage.

9. Are the jackets waterproof or just water-resistant?

Outer Shell: The Classic version is water-resistant (6,000mm) – suitable for light rain. The Parka Pro is waterproof (10,000mm+ with taped seams and membrane) – built for heavy rain and wind.
Fleece Jacket: Lightly water-repellent – withstands light drizzle.
Padded Jacket: Lightly water-repellent – primarily designed as a warming mid-layer or for use in snow.

For full rain protection, the Outer Shell should be worn and combined with inner layers as needed. Inner jackets are meant for warmth, while outer shells provide the shield against wind and rain.

10. Can I buy the individual jacket layers separately?

Yes, the individual jackets (Outer Shell, Fleece, Padded Jacket) can be purchased separately. However, please note: when purchasing items individually, zipper compatibility between different layers cannot be guaranteed, as zipper types or suppliers may change over the years. Of course, they can still be layered and worn together without being zipped into one another. The 7-in-1 Sets are always delivered as a fully compatible unit with matching zippers from the same production batch.

Sizes & Fitting

11. How do I find the right size for me?

You can find a detailed size chart with all measurements on the Haukland website and here in the FAQs. Important to note: The jackets feature a regular fit and are based on EU sizing. For 7-in-1 sets, the outer jacket must always have a loose fit; otherwise, you won't be able to layer other jackets underneath. We recommend ordering the fleece to fit your body size; the other layers are designed to be automatically larger and looser to fit over it. If you order the outer jacket to be form-fitting, everything underneath will be too tight. Your best bet is to take a shirt or long-sleeve you already own that fits well, measure it, and compare those measurements with the fleece size chart. Choose the size that most closely matches your measurements. When in doubt, it’s better to go a bit looser than too tight, especially if you plan on layering everything.

When combining all three jackets, the fit will feel tighter and warmer—which is exactly what you want to stay warm in sub-zero temperatures.

Our team photographers and customers wear all three jackets together in temperatures ranging from 14°F to -4°F (-10°C to -20°C). In milder weather, the outer jacket combined with either the padded jacket or the fleece is usually sufficient.

12. Are there women’s models, or are the jackets unisex?

Haukland offers both unisex and specific women’s models. You can find a dedicated "Women's Clothing" category in our shop. However, please note that the women's models are being phased out, and we will only offer unisex jackets in the future. The outer jacket features an adjustable waistband, allowing it to be worn with a more tapered, feminine fit if desired.

13. Do the jackets run large or small?

According to customer feedback, Haukland jackets fit true to size for European standards. In North America, customers who typically wear an XL often report ordering an XXL or even XXXL to ensure enough freedom of movement while taking photos and to allow for layering. We always recommend sizing based on the fleece for a perfect fit, rather than the outer jacket. The outer jacket must fit loosely when worn alone; otherwise, the other layers will not fit underneath.

14. Can I return the jacket if the size isn't right?

Yes, you have a legal right of withdrawal for 14 days after receiving your goods. If the size doesn't fit, you are welcome to return the jacket within this period. Please note, however, that you are responsible for the return shipping costs. Should we make an error with your delivery or if the product arrives defective, we will, of course, cover the shipping costs.

Materials & Care

15. What materials are the jackets made of?

Classic Outer Jacket: Tear-resistant 228T nylon, DWR-treated, water and wind resistant (6,000mm water column), featuring an internal mesh lining for breathability.
Parka Pro Outer Jacket: Treated outdoor fabric with a waterproof polyurethane membrane (inspired by sailing gear) and taped seams; waterproof, windproof, and scratch-resistant (>10,000mm water column).
Performance Jacket: Waterproof polyurethane membrane with taped seams (>10,000mm water column), weighing only 610 grams.
Fleece Jacket: 100% polyester with high insulation value and anti-pilling properties.
Padded Jacket Pro: Durable polyester with 200 g/m² insulation.

All materials are specifically selected for the demands of outdoor photography.

16. How do I wash my Haukland jacket correctly?

You can find specific washing instructions on the care label of each jacket. Generally, for outdoor jackets: do not wash them too frequently or at high temperatures, as this can damage the membrane. Hand washing is recommended.

You should re-waterproof (re-impregnate) the outer jacket once a year, or more frequently if you often shoot in heavy rain.

Use specialized detergents for functional/technical clothing, avoid fabric softeners, and close all zippers before washing.

The fleece and padded jackets are less sensitive, but you should still follow the care instructions on their respective labels.

17. How do I maintain the waterproofing of the outer jacket?

The water-repellent coating (DWR) on the outer jacket will wear off over time. It can be refreshed using standard waterproofing sprays or washes designed for outdoor apparel. Ensure you use a product suitable for breathable materials. Follow the specific application instructions provided on the waterproofing product.

18. Are the jackets breathable?

Yes, absolutely. The outer jacket is breathable thanks to the internal mesh material, membrane technology, and underarm ventilation zippers. The fleece jacket effectively wicks moisture away from the body to keep you from sweating too quickly. We have worked to find the perfect balance between breathability, durability, and waterproofing.

19. What is the water column rating of the outer jacket?

The 7-in-1 Classic outer jacket has a water column rating of 6,000mm. For context: under DIN standards, a material is considered waterproof starting at 1,300mm. The Parka Pro and Performance jackets feature a 10,000mm+ rating with membrane material and fully taped seams.

The "mm" rating is only half the story; you also have to consider the seams. The rating refers to the water pressure the fabric itself can withstand, not the seams. A fabric can be waterproof while the seams are not. For example, the Classic does not have taped seams, making it less waterproof than the Parka Pro or Performance models, but also more affordable.

While the Parka Pro and Performance materials technically have "only" 4,000mm more than the Classic, the combination of the membrane and taped seams makes them significantly more waterproof and suitable for heavy rain. For optimal protection, we always recommend wearing the fleece jacket as an additional layer underneath.

Generally speaking, even the best jacket material will eventually get soaked unless you wear rubber—which, of course, isn't breathable.

The Parka Pro and Performance jackets are designed for heavy rain, while the Classic outer jacket is best suited for light rain.

Order process & Shipping

20. At what order value is shipping free?

Germany: Shipping is free for orders over 200€.

International: There is no general free shipping threshold for international orders; however, shipping is included for certain products, such as the 7-in-1 Parka Pro Jacket Set.

21. How long does delivery take?

Specific delivery times are listed on the website under "Payment and Shipping." Generally, delivery times are as follows:

Germany: 2–3 business days
EU/Switzerland: Varies by zone, usually between 5–9 business days.
Non-EU: 10–30 business days, depending on the country and shipping method.
USA/Canada: See below for standard vs. express options.

For orders containing items with different delivery times, the total shipping time is determined by the item with the longest lead time.

22. Which countries does Haukland ship to?

Haukland ships to the following regions:

Germany (Domestic)
EU Zone 1: Belgium, Denmark, France, Luxembourg, Monaco, Netherlands, Austria, Poland, Czech Republic (starting at 15.99€)
EU Zone 2: Italy, Sweden, Slovakia, Slovenia, Spain, Hungary (starting at 17.90€)
EU Zone 3: Estonia, Portugal, Malta, Croatia, Ireland, Greece, Finland, Romania, Cyprus (starting at 17.90€)
Non-EU Zone 1: Liechtenstein, Switzerland (starting at 24.99€)
Non-EU Zone 3: Norway (starting at 26.90€)
USA/Canada: Standard Shipping starting at 49€ (10–21 business days), Express Shipping 99€–159€ (2–3 business days)

Microfiber cloths have different shipping rates (usually 2.00€).

23. Can I track my order?

Yes, once your order has shipped, you will receive a shipping confirmation via email including a tracking number. You can use this number to track your delivery on the respective carrier's website.

RETURNS & EXCHANGES

24. How long is the return period (14-day money-back guarantee)?

You have a legal right of withdrawal of 14 days from the day you take possession of the goods. For orders containing multiple items delivered separately, the period begins upon receipt of the final item.

25. How does the return process work?

Notify us: Inform Haukland of your withdrawal via email or in writing.
Fill out the return form: You can find the return form in your order confirmation email and inside your package.
Send the items back: Ship the goods to the return address (found on the return form) within 14 days of your notification.

Return Address: Locema GmbH c/o Haukland

GmbH Carl-von-Linde Str. 3

19061 Schwerin, Germany

4. Receive your refund: After inspecting the goods, we will refund the purchase price plus the original outbound shipping costs.

26. What should I keep in mind when making a return?

Include the return form: Please fill it out and include it in the package (ideally along with the delivery note).
Use the correct address: The return address is NOT the Haukland office address found in the site notice! Please use the address provided on the return form:

Locema GmbH c/o Haukland

GmbH Carl-von-Linde Str. 3

19061 Schwerin, Germany

Condition of the goods: Items must show no signs of wear or dirt and must be returned in their original packaging.
Deadline: 14 days from receipt of goods.
Costs: You are responsible for the return shipping costs (except in cases of defects or shipping errors made by Haukland).

27. When will I receive my refund?

Once your return has been received and inspected at the Haukland warehouse, your money will be refunded (purchase price + original shipping costs). Processing times may vary depending on the shipping method and date:

Within Germany: 5–7 days after inspection.
From abroad: 7–14 days after inspection.

Return shipping costs are not reimbursed (except in the case of defects or errors by Haukland).

COMPATIBILITY

28. Are all Haukland jackets compatible with each other?

Sets (7-in-1 Classic Set, 7-in-1 Parka Pro Set) are always compatible. For individual purchases, compatibility cannot be guaranteed, especially if the jackets come from different production batches.

29. Can I zip an older fleece jacket into a new outer jacket?

In many cases, this works perfectly. However, due to production adjustments, jackets from different batches may be incompatible via the zipper system. If you want to be 100% sure that all parts fit together, you should purchase a complete set or be prepared to layer them without using the connecting zippers. In terms of cut and fit, the jackets are always compatible.

30. What does "compatibility cannot be guaranteed for individual purchases" mean?

Haukland continuously optimizes its production processes. During this evolution, zipper positions, spacing, or other minor details may change slightly. As a result, jackets from different production phases might not align perfectly for zipping together. Sets are always assembled from the same production batch and are guaranteed to be compatible. While the overall fit remains compatible, the internal zippers used to connect the jackets may not always match up across different generations.

ACCESSORIES & EXTRAS

31. What are the 3-in-1 Winter Gloves for photographers?

Haukland 3-in-1 Winter Gloves consist of two gloves that can be worn individually or combined: a liner glove, a mitten, or both together. They are specifically designed for photographers, allowing you to operate your camera even in the cold by opening the front of the mitten via a zipper. Price: MSRP 99.99€. Available in three sizes: XS/S, M/L, and XL/XXL.

32. What are the special features of the Haukland x EVOC photo backpack?

The Haukland x EVOC photo backpack (18L) was developed in collaboration with EVOC Sports:

Volume: 18 liters
Carry-on compatible: Fits in airplane overhead compartments (Dimensions: 29 x 52 x 17cm / approx. 11.4 x 20.5 x 6.7 inches)
Weight: 1800g
Capacity: Space for up to 5 lenses + camera, jacket, snacks, laptop (up to 13 inches), and 2 water bottles
Features: Water-resistant with included rain cover, gel back padding (Airo Flex), flexible hip belt, theft protection, and tripod mount
Price: MSRP 269.99€

33. Does the photo backpack fit as carry-on luggage?

Yes, with a height of 52cm, the Haukland x EVOC photo backpack meets the carry-on requirements of most airlines and has a discreet look. However, since regulations can change, please check the specific requirements of your airline before departure.

34. What is the microfiber cloth set and what does it include?

The microfiber cloth sets include specialized Haukland cloths for cleaning lenses, filters, and glasses. Some cloths feature a printed filter reference chart. The cloths fit perfectly into the microfiber cloth holder located in the sleeve of Haukland jackets. They are available individually or as a set. With the Parka Pro, microfiber cloths are included for free while supplies last. The "Pro" microfiber cloths are softer, provide better cleaning, and feature an embossed logo rather than a print. (A print would blur on the softer fabric and become unreadable).

35. Do you also offer tripods?

Yes, Haukland offers tripods under the "Tripods" category in our online shop, though these are from the #jaworskyj brand. You can find details on specific models directly in the shop. These are currently clearance items. It is not yet determined if new Haukland-branded tripods will be produced in the future.

GIFT CARDS & PROMOTIONS

36. Can I purchase a gift card?

Yes, Haukland offers gift cards. You can find them in our shop under the product name "Haukland Gift Card."

37. Are there regular sales or discount promotions?

Yes, Haukland has a dedicated "Sale" category featuring discounted items. Currently, discontinued models are available at discounts of up to 67%. It’s worth checking the sale section regularly or subscribing to our newsletter to stay updated.

38. What are "discontinued models" and why are they discounted?

Discontinued models (clearance items) are older versions or color variants that are no longer in production. They are fully functional and of the same high quality as our current line, but are being sold off to make room for new collections. Because of this, they are offered at significantly reduced prices—sometimes up to 67% off (e.g., the 7-in-1 Classic Set starting at 99.99€ instead of 299.99€). Quantities are limited, and once they are gone, they will not be restocked.

TEAM HAUKLAND & PHOTOGRAPHER OF THE YEAR

39. Who is Benjamin Jaworskyj?

Benjamin Jaworskyj is an adventure photographer and the founder of Haukland. Together with a team of specialists from the textile industry, he developed and designed Haukland outdoor apparel specifically for photographers. His professional expertise as a photographer directly influenced the development of the jackets' specialized features.

40. What is the Team Haukland program?

Team Haukland is our brand ambassador program. Haukland regularly equips talented photographers and videographers with our gear. If you're interested, you can apply by sending an email with the subject line "Ambassador." Please include your project details, Instagram account, website, blog, or YouTube channel, and tell us how you plan to use the jacket in your work.

41. What is the "Photographer of the Year Award"?

The Photographer of the Year Award is a photo contest hosted by Haukland. The grand prize is a photography trip to Norway. This award highlights Haukland’s deep connection to landscape photography (the name "Haukland" itself refers to a famous beach on the Lofoten Islands).

42. How can I participate in the photo contest?

Details on how to enter the Photographer of the Year Award can be found on the Haukland website or our blog. We also love seeing your work in action! Feel free to share photos of yourself wearing your Haukland jacket using the hashtags #haukland or #hauklandgear on Instagram or Facebook and remember to tag us.

WARRANTY & QUALITY

43. Is there a warranty on the products?

Haukland provides the standard legal warranty (implied warranty). In the event of quality or production defects that are not caused by incorrect or improper handling, products can be exchanged or repaired even after the 14-day return period has expired. Please note that we do not offer an additional extended commercial warranty, as apparel is considered a high-wear consumer good.

Requirements:

The defect must have been present at the time of purchase.
Normal wear and tear is excluded.
The defect must not be the result of improper handling or negligence.

Important limitations:

For the 7-in-1 jacket sets, only the specific garment that shows a defect will be replaced, not the entire jacket set.

44. What should I do if my jacket has a defect?

First, contact our support team with your order number via our AI Assistant. Important to keep in mind: clothing—especially outdoor gear—is a high-use item subjected to heavy wear. While we focus on high quality and premium materials, not every part of the 7-in-1 jacket is equally tear-proof or weather-resistant (e.g., the padded jacket is designed as an inner layer and is more susceptible to snagging on thorns than the outer shell). Small loose threads that do not affect a structural seam, or wrinkles upon delivery, are not considered production defects. In the case of actual defects, Haukland will work with you to find a solution, usually in the form of a discount or a replacement.

45. Where are Haukland products manufactured?

Our products are developed and designed in Germany by a team of textile industry specialists and adventure photographer Benjamin Jaworskyj. Depending on the specific item, production facilities are located in Asia or Turkey. The respective country of origin is listed on each product’s care label.

Other

46. Can I buy Haukland products in retail stores?

With very few exceptions, Haukland products are not available in physical retail stores. Foto Koch in Düsseldorf, Germany, carries some jackets, as does B&H Photo Video in New York City. Unfortunately, we do not have real-time visibility into their specific stock or available items. We recommend calling the store directly before visiting. Haukland primarily focuses on online direct-to-consumer sales.

47. Are there collaborations with other brands (e.g., EVOC)?

Yes, Haukland collaborates with EVOC Sports for the 18L photo backpack. We also offer "Signature Editions" developed with well-known photographers such as Albert Dros, Simon D'Entremont, and Benjamin Jaworskyj.

48. Are the jackets suitable for outdoor activities other than photography?

Absolutely! Although the jackets were specifically designed with photographers in mind, they are perfect for all kinds of outdoor activities: hiking, mountaineering, camping, traveling, walking the dog, and more. The numerous pockets and functional features are highly practical for various outdoor pursuits beyond photography. Additionally, the clean and versatile designs make them great for everyday casual wear.

CUSTOMER SERVICE & SUPPORT

Hier ist die Übersetzung für den Abschnitt zu Tracking und Bestellstatus. Ich habe Begriffe wie "overdue" (überfällig) und "carrier" (Versanddienstleister) verwendet, die im US-E-Commerce Standard sind.

49. Where is my order? / When will my package arrive?

Once your order has shipped, you will receive a shipping confirmation email containing a tracking number. You can use this number to track your shipment on the carrier's website. If you haven't received a shipping confirmation or if your package is overdue, please contact our AI Assistant, who can provide information or connect you with a team member.

50. I haven't received a shipping confirmation – what should I do?

First, please check your spam folder. If the email isn't there, contact our AI Assistant with your order number and email address. The assistant can provide immediate details or forward your request to a staff member.

51. My tracking number isn't working / shows no updates

Tracking numbers sometimes take a few hours to become active in the carrier's system after the label is created. Please wait 24 hours and check again. If the issue persists, please contact our AI Assistant.

52. My tracking says "Delivered," but I haven't received the package

Please check if the package was left with a neighbor or at a local pickup point/parcel shop. Contact the carrier and Haukland immediately to resolve the issue.

53. Can I still change my shipping address?

No. Once an order is placed, it is processed and shipped immediately and automatically. Changes to the shipping address are no longer possible at that stage.

54. How long does it take for my order to be processed?

Typically, orders are processed immediately and shipped automatically. If you have any questions, please contact our AI Assistant.

55. Can I cancel my order?

Once an order has shipped, you may exercise your right of withdrawal (return policy). A cancellation immediately after placing the order is not possible, as the items are shipped automatically and the process cannot be manually stopped in time.

Payment & Invoice

56. Which payment methods are accepted?

Haukland accepts the following payment methods:

Credit Card
Invoice (via Klarna)
giropay
Google Pay
Apple Pay
EPS
iDEAL
Shop Pay

Additionally, via PayPal Checkout:

PayPal
PayPal Express
SEPA Direct Debit
"Pay Later"
Installment Plans (via Ratepay)

57. Was my payment successful?

You will automatically receive an order confirmation via email. Shipping and the subsequent shipping confirmation also occur automatically once payment is received. Both are indicators that your order was processed correctly. Please check your bank account or credit card statement. If you are unsure, contact our AI Assistant with your order number.

58. I paid, but I didn't receive an order confirmation

Please check your spam folder first. If the email isn't there, please contact us. There may have been an issue with the email delivery despite the order being received, or there might have been a typo in your email address.

59. Where can I find my invoice?

Your invoice is attached to the shipping confirmation email. If you cannot find it, please contact us with your order number.

60. Can I buy now and pay later (invoice)?

Yes, payment by invoice is available via Klarna.

61. Are installment plans available?

Yes, installment payments are available via PayPal (Ratepay). The specific terms and conditions will be displayed during the checkout process.

62. My payment was declined – what can I do?

Please check if you have sufficient funds or if your credit card is still valid. Sometimes banks block online payments for security reasons—in this case, please contact your bank. Alternatively, try a different payment method. If the problem persists, contact us and try again at a later time.

PROBLEMS WITH THE GOODS

63. My order is incomplete / something is missing.

Please contact us with your order number and a description of what is missing. Haukland will ship the missing item to you.

64. I received the wrong product.

This is a warehouse error. Please contact us with your order number, a photo of the product you received, and a description of what you originally ordered. We will send you the correct product and cover the return shipping costs.

65. The goods arrived damaged – what now?

Immediately document the damage with photos (both the packaging and the product). Contact us with your order number and the photos. In the case of transit damage, the carrier is insured, though the reimbursement process may take some time.

66. The jacket has a production error / defect.

Please contact us with your order number and a detailed description/photos of the defect. In the case of genuine production errors (which are very rare), the jacket will be exchanged, even after the 14-day return period has expired.

67. The zipper is stuck / not working correctly (anymore).

Contact us with a detailed description. Note that sealed (water-resistant) zippers are generally stiffer than non-sealed ones. (The Classic outer jacket features a fine, sealed zipper, whereas the Parka Pro has a larger, heavy-duty zipper without sealing.) Avoid applying excessive pressure to the zipper (e.g., bending down or sitting without unzipping the bottom of the jacket) or trying to force it closed. Always utilize the 2-way zipper to relieve tension on the bottom side.

68. The jacket is leaking. What should I do?

The 7-in-1 Classic outer jacket has a 6,000mm water column and protects against light rain. It does not have taped seams. Only the more expensive Parka Pro or Performance models feature fully taped seams.

If water is penetrating:

1) Has the DWR (waterproofing) worn off? (This can be refreshed and helps the fabric itself repel water, though it won't seal the seams.)

2) Is water coming through the seams? This is normal for the Classic outer jacket during heavy rain, as it does not have taped seams or a membrane fabric. Complete protection against heavy rain while remaining breathable is not possible in this lower price range. Individual drops may penetrate through the small needle holes in the seams during heavy downpours. Wearing the fleece underneath usually helps by providing an additional barrier at the seams.

3) If the water protection of the Classic is insufficient for your needs, we recommend upgrading to the Parka Pro or Performance jacket, which feature taped seams, membrane material, and a 10,000mm+ water column. In these models, the seams are sealed in an extra production step to prevent rain from entering through the stitching. This process is complex and labor-intensive, which is why the Performance and Parka Pro jackets are more expensive than the Classic. However, even these models may eventually reach their limit after several hours in the rain. 100% waterproof protection is only possible with rubberized gear (like that used in commercial fishing), but those materials are not breathable, causing you to get wet from the inside due to trapped sweat and heat.

The Classic outer jackets are well-suited for beginners, as most will avoid shooting in heavy rain to protect their camera equipment anyway. Professionals or ambitious photographers who need the shot regardless of the weather will be best served by the Parka Pro or Performance models.

RETURNS IN PRACTICE

69. Where can I find the return form?

The return form is attached to your order confirmation email and is also included in your package. Important: We do not provide a pre-paid return shipping label – you are responsible for the shipping costs. Please note that only the following return address is valid:

Locema GmbH C/O Haukland GmbH

Carl-von-Linde-Straße 3,

19061 Schwerin,

Germany

Returns sent to our office address in Beverstedt cannot be processed and will be returned to the sender.

70. Do I have to pay for the return shipping myself?

Yes, if you are returning an item for personal reasons (size doesn't fit, color doesn't meet expectations, etc.), you are responsible for the return shipping costs.

No, if the error lies with Haukland (production defects, damaged goods, wrong item shipped, etc.), Haukland will cover the return shipping costs. While this is very rare, it can happen.

71. I lost my return form

You can reprint the return form from your order confirmation email. If you can no longer find that email, please contact us with your order number.

72. To which address should I send the return?

The return address is listed on the return form. PLEASE NOTE: The return address is NOT the office address found in the site notice! No packages are accepted at the office address. You must use the address provided on the return form:

Locema GmbH C/O Haukland GmbH

Carl-von-Linde-Straße 3,

19061 Schwerin,

Germany

73. Do I need to provide a reason for the return?

When exercising your right of withdrawal, you are not required to provide a reason. However, it is helpful for Haukland if you briefly note on the return form why you are returning the item (e.g., "too small," "color not as expected"). This assists us with our quality control.

74. Can I return individual items from a set?

Sets are always packaged as a unit, and returning individual components of a set is not possible.

75. How long does the refund take after I send the return back?

After the return has been inspected at our warehouse:

Within Germany: 5–7 days
International: 7–14 days

The refund will be issued to the original payment method. Please account for additional shipping time, potential customs processing, and inspection time. We issue the refund after inspection, not upon the initial shipment of the return.

EXCHANGE POLICY

76. Can I exchange the jacket directly for a different size?

A direct exchange is possible if you return the original item. Your best bet is to contact us directly to arrange this.

77. Can I exchange my item for a different product?

The official process is to follow the return procedure for a refund and then place a new order. This ensures that the transaction is correctly recorded in our system.

78. Do you offer free exchange services?

No. You are responsible for the return shipping costs if, for example, you ordered the wrong size or changed your mind. However, the original outbound shipping costs will be refunded. This means you only effectively bear the risk of the return shipping costs rather than the full round-trip shipping fees. In essence, the total shipping costs are shared between us.

CONTACT & AVAILABILITY

79. How can I contact customer service?

Please use our AI Assistant. It can solve 95% of all issues and answer most questions instantly. If the AI Assistant is unable to help, it will forward your request to a staff member. Typically, a team member will respond within 24 hours (Monday through Friday). The AI Assistant is available 24/7 to help with things like tracking numbers, sizing advice, and more.

80. When is customer service available?

Generally, a staff member will respond within 24 hours (Monday through Friday). Our AI Assistant is at your service 24/7 for immediate assistance with tracking, sizing, and other common inquiries.

81. Why hasn't support responded to my email?

95% of all inquiries can be resolved 24/7 by our AI Assistant—give it a try! The remaining 5% are handled by our support team via email, usually within 24 hours from Monday to Friday. Please check your spam folder to ensure our reply wasn't filtered. During peak times (e.g., major sales, Black Friday, or Christmas), response times may be longer. Please note that we do not work on weekends. If you send an email on Friday, you will likely receive a response on Monday at the earliest. If you haven't heard from us after 3 business days, please send a follow-up email.

82. Is there a telephone hotline?

No, we do not offer phone support. Our AI Assistant can answer 95% of all inquiries 24/7. The remaining 5% are resolved by our support team via email, typically within 24 hours from Monday to Friday.

83. Can I use WhatsApp for customer inquiries?

No, we do not offer WhatsApp support. Our AI Assistant is designed to handle 95% of all inquiries 24/7. For anything else, our support team is available via email and typically responds within 24 hours (Monday–Friday).

ACCOUNT & REGISTRATION

84. Do I need to create an account to place an order?

No, you can simply checkout as a guest. However, having an account is helpful for tracking your orders and making future purchases faster. After placing your order, you can easily access your account using the email address you provided, set a password, or log in.

85. I forgot my password

Click on "Forgot password" on the login page and follow the instructions. You will receive an email to reset it.

86. How can I view my order history?

Log in to your account. You should be able to see all past orders under "My Orders" or "Order History." If you don't have an account yet, simply use the email address from your previous order to set a password. Your order history will be automatically linked to your account.

87. Can I change my account details?

Yes, after logging in, you can update your information (address, email, password) in the account settings.

88. How do I delete my account?

Please contact us with a request to delete your account. In accordance with GDPR (General Data Protection Regulation), Haukland will comply with your request.

DISCOUNTS & VOUCHERS

89. My discount code isn't working – why?

Possible reasons include:

The code has expired.
The code is not valid for sale items!
The minimum order value has not been reached.
The code has already been used (if it was a one-time use code).
There is a typo in the entry.

Please contact us if none of these points apply.

90. Can I combine multiple discount codes?

Typically, only one discount code can be used per order. Please check the specific terms and conditions of your code.

91. Does the discount apply to sale items?

This depends on the specific discount code. Often, sale items are excluded from additional discounts. However, purchased gift cards or gift vouchers are valid for sale items, as they are treated like cash/store credit.

For example, the 5€ newsletter discount is a promotional code and cannot be applied to sale items. Sale items are already discounted and cannot be further reduced in price.

92. How long is my voucher/gift card valid?

The expiration date is usually found on the voucher or in the email you received with it. Generally, we are very flexible regarding purchased gift cards. If you are in doubt, please contact us.

AVAILABILITY

93. When will size XY or product XY be back in stock?

If a product is sold out and no pre-order option is available, it means the restocking date—or whether the item will return at all—is currently uncertain. As a rule, discontinued models are not reproduced. If you see an item in the "Sale" category and it sells out, it will not return to the shop at that sale price; the stock is being cleared to make room for new inventory, which will then be sold at regular pricing.

We cannot provide a general arrival date for restocks, as it depends on the specific item and production cycles.

For pre-orders, the estimated shipping and availability dates are communicated directly on the product page.

Do you have specific requests or questions not answered above? Please feel free to contact us.

94. Will the product be restocked, or is it permanently sold out?

Items marked as "discontinued" or "clearance" will not be restocked. These models are being phased out. If you are interested in a specific product or size, feel free to let us know your request so we can take it into consideration for future production planning.

95. Can I be notified when an item is back in stock?

The easiest way to stay informed is to sign up for our newsletter. We always use it to announce current promotions, restocks, and new deliveries.

96. What does "discontinued model" mean?

Discontinued models are older versions or color variants that are no longer in production. They are fully functional and of high quality, but are sold at significant discounts to make warehouse space for new collections.

NEWSLETTER & PRIVACY

97. How can I unsubscribe from the newsletter?

There is an "Unsubscribe" link at the bottom of every newsletter email. Simply click the link and follow the instructions to be removed from our mailing list.

98. How does Haukland use my data?

You can find detailed information regarding data usage in our Privacy Policy on the Haukland website. Generally, your data is only used for order processing and, with your explicit consent, for marketing purposes.

99. Can I adjust how often I receive emails from Haukland?

There is currently no setting to adjust frequency; you can only choose to subscribe or unsubscribe via the link at the bottom of any newsletter. Typically, we send 2–4 newsletters per month featuring sales, new product launches, or cool photography videos and tips.

CUSTOMS & INTERNATIONAL ORDERS

100. Do customs duties apply to orders from Switzerland?

Yes, for deliveries to countries outside the EU (such as Switzerland), customs duties, taxes, and processing fees apply, which you as the recipient must pay. These costs are not included in the Haukland price and are not covered by Haukland.

101. Do you ship to Austria / within the EU?

Yes, Haukland ships to many EU countries, including Austria.

102. Do I have to pay additional fees for international deliveries?

EU Countries: Typically, there are no additional fees (VAT is included in the price).
Non-EU Countries (Switzerland, Norway, UK, Canada): Customs duties, import taxes, and processing fees may apply, which you must pay upon receipt. Please check with your local customs office for specific costs. These usually range between 15–30% of the net price (excluding shipping). You will typically receive a letter or email from the customs office and will have a set period to pay the fees. These are usually a combination of sales/import tax and customs duties.
USA: For deliveries to the USA, customs and import fees apply. However, these are calculated and collected directly at checkout. As a result, the total price will update during the checkout process. You should not have to pay any additional fees upon delivery.

Regulations may change based on global events. Status as of January 2026. No guarantee provided.

103. Why does the price change during checkout?

We use a geo-tracker that filters and assigns your IP address to display the correct pricing for your country, including the appropriate VAT and other taxes.

If you use a VPN or provide a shipping address different from your IP location, the data in the shop will update, and you will see the price applicable to your shipping destination. For US orders, customs and import duties are added to the purchase price and remitted by us, which is why the price at checkout may differ from the initial product page.

Please rest assured this is not a hidden fee from our side; it is simply the interplay of shipping destination, taxes, duties, and government fees, which are beyond our control.

Size Chart and Finding the Right Fit

Here you will find the measurements for all our products in both cm and inches. Do not measure your body; instead, measure a piece of clothing you already own that fits you well, such as a button-down shirt or a long-sleeve tee. Compare those measurements to the sizes in our chart. Every body is different, and personal preference for fit varies, so it’s essential to choose a garment you feel comfortable in as your reference point.

For our 7-in-1 sets, please compare your reference garment with the measurements for the fleece jacket. The outer jacket is designed to have a loose fit when worn on its own; otherwise, the other layers won't fit underneath. The fleece should fit snugly yet comfortably. The outer jacket and padded jacket are then built to fit over it. If the outer jacket fits you perfectly/tightly on its own, everything underneath will be too cramped. Measure your reference item, find the matching size in the fleece jacket table, and order that size for the entire set. Everything else is automatically scaled to fit based on that size.

Example: You have a size Large shirt that fits perfectly. Measure that shirt and compare the data with the Haukland 7-in-1 Fleece chart. If the measurements for our Medium match your Large shirt, then Medium is the correct size for you to order for the whole set. The outer jacket will feel loose when worn alone, and that is exactly how it is supposed to be. Conversely, you might measure a Large but find you need our XL. Sizes vary significantly between brands and countries, and measuring a well-fitting garment is the most reliable way to find your fit.

Common Mistakes with Sets: Do not measure an existing heavy jacket and compare it to the "outer jacket" measurements of our sets. If the outer jacket fits like a standard single jacket, the fleece and padded layers will be too tight. All three layers must work together. While it's rare to wear all three at once (only in extreme cold), the combinations of fleece + outer jacket or padded jacket + outer jacket are very common and must fit comfortably.

If you are ordering a single jacket without the intent to layer it with our system, you can ignore the layering advice and simply choose the size that matches your preferred fit.

Measurement definitions:

Back Length = Measure down the center of the back from the collar to the hem.
Chest Width = Measure straight across the front from armpit to armpit.
1/2 Chest Width = Measure on the front from the armpit to the center zipper.
Hem Width = Measure the length of the bottom hem straight across the front.
Sleeve Length = Measure from the highest point of the shoulder down to the cuff.
Waist Width = Measure straight across the front at the narrowest part of the waist.
1/2 Waist Width = Measure on the front at waist level from the side seam to the zipper.
Hand Length = Measure from the tip of the middle finger to the base of the palm.
Hand Circumference = Measure the circumference of the hand at the widest point (around the knuckles).