FAQ

We are happy to change the billing address for you. Please note that we can only change the address if the invoice has already been paid.

Would you like to change your billing address? 

Then please contact us:

HAIX CUSTOMER SERVICE

The invoice will be sent automatically to your registered e-mail address. If you are registered as a customer with us, you will also find it in your customer account under "My invoices".

Our packages are shipped with UPS (DHL UK) and unfortunately a delivery to an automated self-service collection booths is not possible. 

After your order you will get a message with a code for the tracking, so you can get sure you are reachable when the package arrives.

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

Free 30-day right of return
Within 30 days of receiving your order, you can return the unworn goods to us. HAIX will pay the costs of the return shipment.  If you are from Germany, Italy, France, Belgium, Finland, or the Netherlands, please download your return label and return form here:

REGISTER A RETURN

If you're from another country or have any issues with the download, our customer service will be happy to help you:

HAIX CUSTOMER SERVICE

Duration of return:
We will normally receive your return shipment within two to three days.
FOR UK CUSTOMERS: The entire return process can take up to four to six weeks.

Refund:
We will issue a refund only after the package has been received and the return has been successfully processed.

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

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.

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 XR1, AIRPOWER 

Our BLACK EAGLE Safety models offer you the highest comfort and safety. Except for the slightly narrower women's models (marked with 'Ws'), all models are produced on the same last and have consistent sizing. Additionally, they are certified to safety class S3 and are suitable for orthopedic insoles, ensuring reliable protection in demanding work environments.

Our BLACK EAGLE Athletic and Tactical models differ only in the materials used for the upper:

GTX: Gore-Tex (waterproof)
T: not waterproof
N: Nubuck leather
V: Suede leather

The rest is made of textile or smooth leather. All models are certified according to occupational footwear standards and are suitable for orthopedic insoles.

The BLACK EAGLE Adventure models are identical in construction to our BLACK EAGLE Athletic and Tactical series. The upper material is textile, and the women's models (marked with 'Ws') are narrower. The main difference: these models do not meet any professional standards and are considered purely leisure shoes.

HAIX shoes are 100% Made in Europe. For us, this is not just lip service, but lived practice. When it says "Made in Europe" on a HAIX shoe, we assure you that it was made exclusively at our production sites in Mainburg and Mala Subotica, Croatia. Both plants are among the most modern shoe manufacturing facilities in the world.

By the way: "Made in Europe" is not only a promise of quality for us, but also stands for good working conditions, equal opportunities, sustainability and corporate responsibility.

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.

Instructions for custom-made orthopedic insoles with the HAIX^® CO System

HAIX^® CO System

Are you looking for a specific model and can't find it in our webshop? It might be a special or discontinued model.

Would you like more information about this shoe? Please contact us:

Customer Service

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

The HAIX Climber, the HAIX Nature Two GTX and the HAIX Protector Alpin are able to accommodate crampons.

A shoe is considered antistatic if the measured resistance falls within the range of 100 kiloohms (10^5 ohms) to one gigaohm (10^9 ohms). Antistatic shoes must be used according to standards to reduce electrostatic charge and ensure its dissipation. This is necessary when the risk of electric shock from electrical devices or live parts cannot be ruled out, or when there is a risk of igniting flammable substances or vapors due to sparks. The goal is to protect the wearer of the safety shoes (and also people in the vicinity) from hazards associated with electrical charge. 

For ESD-capable shoes, the lower limit of resistance is also 100 kiloohms, but the upper limit is 100 megaohms (1 x 10^8 ohms). This means that an ESD-capable shoe is always antistatic as well. However, an antistatic shoe is not automatically ESD-capable. ESD-capable shoes protect not only the wearer and those nearby but also safeguard workpieces and equipment through controlled dissipation.

Nubuck leather is sanded smooth leather, while suede is made by splitting and then roughening the leather. Both types of suede leather appear velvety in texture. Suede is particularly known for being very durable and easy to care for.

Here you will find an overview of our common abbreviations:

Our functional shoes come with a statutory warranty of 24 months for material and manufacturing defects. This warranty does not cover parts subject to natural wear and tear, such as outsoles. It also excludes damage and defects arising from the product's protective function. We are not responsible for damage caused by improper care or misuse. However, such damage can be repaired by us at cost price. 

Would you like to report a defect? Please contact us by email at [email protected] or by phone at +49 (0) 8751/8625 - 830.

The trend of "disposable products" has no place with us - instead, we are committed to maximizing durability and sustainable products. You can find all information about repairs here:

REPAIR SERVICE

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.

Here you will find a poster with care instructions to save or print out:

CARE INSTRUCTIONS 

Using functional socks can significantly enhance comfort. These socks quickly transfer moisture from your feet to the lining material. Use the same socks during the fitting that you will wear later. 

Discover our popular HAIX socks:

HAIX MULTIFUNCTIONAL SOCKS

HAIX MULTIFUNCTIONAL STOCKINGS

HAIX ATHLETIC SOCKS

HAIX BUSINESS SOCKS

HAIX CONNEXIS SOCKS

Impregnate at the beginning: 

Our shoes are generally pre-treated with care when they are delivered. Depending on the weather conditions, you should decide individually whether to treat the shoes again with care before using them for the first time.

Use our contact form to ask us your question