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Technical Issues

At Helly Hansen we take security very seriously. It is possible that your purchase cannot be completed due to your current browser being incompatible with our security protocols. We recommend that you upgrade your browser or install a compatible one:


I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system.

If you are still having problems using our site, please get in touch with Customer Care and we will try to help.

To help us look into your problem, please try to include as many of the following details as possible:

  • Your Operating System (e.g. Windows 10, Mac OS 10.15,)
  • Internet Browser (Microsoft Edge, Firefox, Google Chrome, Safari)
  • What URL you were trying to access
  • What time the problem occurred
  • I'M HAVING PROBLEMS WITH MY SHOPPING BAG

    If items are disappearing from your shopping bag, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.

    If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

    I CAN'T SIGN INTO MY ACCOUNT?

    When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognized, please make sure you are using the same email address and password you used when you registered with us.

    If you cannot remember your password, just type your email address in to the "Forgot Your Password" box on the sign in page and a link will be sent to let you update to a new password.

    You can change your password, main email address or any of your other details at any time just by signing in to "My Account".

    Please note that if you type in the wrong email address and/or password 3 times, you will not be able to log in again for half an hour.

    If you still have problems signing in, or have any other queries, please contact Customer Service.


    MY PAYMENT HAS BEEN DECLINED

    A payment decline can happen for a number of reasons. Please check your Helly Hansen Official Online Store account details to make sure that the details such as the card type & number and your billing address are the same as the card is registered against.


    We do not recommend high multiple attempts being made, if the problem continues, please choose an alternative payment option or connect with your bank to see if there are any issues.


    Please contact Customer Care if the problem persists. They will review your account and advise you further.