Frequently Asked Questions

Will Helly Hansen repair or replace the garment if covered under the warranty?
Our first option is always to repair the garment. If it is not repairable we will gladly replace it. Please understand we may be out of stock or no longer carry that particular style or color, and will do everything possible to replace the garment with the closest possible style.

My jacket is losing its water repellency. What should I do?
Your garment’s outer water repellency is only a temporary finish. With regular wash and wear, it will need to be re-applied. Helly Hansen Newport (www.hellynewengland.com) carries Nik Wax which can be purchased to apply to your garment to replace the water repellency.  Please note that dirt will also affect the performance, so be sure to wash and dry the garment regularly according to the washing instructions.

If I dry clean my jacket is it still covered under warranty?
No, it will not be covered under warranty. See care instructions for correct cleaning procedures

My jacket and pants were damaged by carrying my ski/board equipment. Is this covered under warranty?
No, most fabric cannot withstand the sharp metal edges of a snowboard or skis. Please be careful when carrying or using any sharp metal objects. Damage from snowboard and/or ski edges is not covered under warranty. If you wish, we can arrange to have your garment(s) mended at one of our certified Repair Centers for a reasonable charge.

Should down/ feathers be coming out of the seams of my jacket?
Down coming out of your jacket’s seams is acceptable, as there is no way to plug the holes needles make during sewing. Garments with a more technical "double baffle construction" will prevent any down from escaping.

I have altered my garment. Is it still covered under warranty?
Once you have made alterations, your garment is no longer covered by our warranty.

How do I get something fixed if it’s not covered under warranty?
Contact Helly Hansen at 1-800-435-5901 to arrange for repair.  

Is pilling on fleece covered under warranty? Pilling on fleece is normal. See care instructions for fleece. If there is a manufacturer’s defect or if the fleece has excessive pilling you may send it in for inspection.

Can I take my jacket back to any Helly Hansen store in the world?
Yes, however warranty policies vary depending on country.

Will you replace laces on all Helly Hansen footwear?
No, however all footwear comes with an additional set.

My jacket is not keeping me warm. Why?
We don’t rate the temperature of our products as we recommend the 3-layer system of dress. With the proper selection and layering, you should be very comfortable when performing various activities/sports.

1st – HH Base Layer, HH Dry, HH Cool and HH Warm

2nd - Thermal Layer, Profleece or Prostretch

3rd - Protection Layer, Helly Tech