Customer Service

Paypal

PayPal allows any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with Paypal" link will take you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment.
If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments to Zerogrey Srl. with the simple click of your mouse.
You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments.
The usage of PayPal as an online payment tool is free.

Credit Cards

You can pay on Havaianas Online Store online store using credit cards, including Visa, MasterCard, American Express, Diners Club, JCB, Laser Card and Maestro.
The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection.
No individual within Zerogrey Ltd., Havaianas Online Store or over the Internet has access to your credit card information at the moment of purchase or at any time.
Your secure transaction will appear on your bank statement accompanied by the description Zerogrey Ltd. or Havaianas - Zerogrey . The total amount spent will be authorized on your account immediately, then Zerogrey Ltd. team will process your order and the amount paid will be captured from your account.

Bank transfers

You have the option of paying for your purchases using a Bank Transfer. To make a Bank Transfer, please follow these steps:

1. Select Pay by Bank Transfer;
2. Take note of the on-screen instructions for completing the payment. You will be given our IBAN and BIC/SWIFT bank details;
3. To complete the payment, please contact your bank and arrange payment to the bank account given.

IMPORTANT: Make sure to include only the "payment reference number" in the description or reference field of your bank's specific transfer form and nothing else and to insert the exact beneficiary name provided (Worldpay Customer Payments). If the bank details used differ from the ones we provided on our confirmation page, it might not be possible to receive you payment correctly and process your order.

Your order will be processed once the payment has been received. This usually takes an average of 3 business days although this may take as long as 10 business days. As banking delays are beyond Zerogrey 's control, we are unable to reserve stock during this period. If you require a faster service, please pay by Credit Card or another immediate payment method.
Customers are required to pay all banking costs related to their bank transfer. Failure to do so will result in refusal of payment and shipping delays.

Skrill

Skrill is one of Europe's largest online payment systems and among the world's leading eWallet providers with over 12 million account holders. The simple eWallet enables any customer to make online payments conveniently and securely without revealing personal financial data. If you don't have a Skrill account yet, please sign up via www.skrill.com or simply select this payment method on the checkout page, create a password and your new account will be registered automatically when the payment is complete.

Refund Amount

Please note that, as an integral part of Zerogrey 's return policy, all refunds will be granted free of charge to the original purchaser. However, the cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. The customer will be refunded for the value of the returned product/s only.

Refund procedure

This online shop operates from the European Union and, as such, all transactions are ultimately made in Euro. If you live outside the Euro zone, the Euro value of the product will be converted into your currency on the day the refund is processed.

IMPORTANT: Returned products that were paid for via national bank transfer will be refunded by bank transfer. To allow us proceed with the refund you will have to insert your bank details directly into the Return form.

Refund times

The refund will be processed after the returned product/s arrive in our warehouse and the quality check has been fulfilled. Please note: If you paid by credit card, refunds can then take up to 4 weeks to appear in your bank statement. Also, please be aware that the refund will appear in your statement under the name Zerogrey or Zerogrey Web.

If you have an issue with the product you received

For any issues with the product received, please contact our Customer Service before sending back your products: we will be glad to offer you an appropriate solution.

How to request an exchange

1. Complete the online Return procedure by entering your account and clicking on "My orders". Click on the button "Exchange Product/s" next to your order code and follow the instruction until your return has been correctly registered; the "Exchange Product/s" button will appear once the status of your order is "Delivered".
2. Print the Return form, and insert it inside the package;
3. Ship your return at the following address:
   PVS SERVICES ITALIA SRL
   Strada A di Gainago 2/A
   Loc.Gainago
   43056 Torrile, PR - Italy
   

If you placed your order as a guest:

Please bear in mind that you can request an exchange for a different size and/or colour of the same model you ordered. If you wish to receive a different model or style, please select the "Refund product/s" option and you can place a new order. Please note that some products come in one size/colour/length only. These products can therefore not be changed for a different size/colour/length/etc. Your exchange will be sent out after the warehouse has received your parcel and carried out the quality check of the returned items.

Return shipping expenses

The cost of returning the product/s to our warehouse, whether by courier or postal service, is solely payable by the customer. However, Havaianas Online Store will pay to ship the new product/s to you, as soon as your return has been received and processed by our warehouse.

Delivery Information

In order to ensure prompt and timely delivery to our valued customers, Havaianas Online Store partners with the best express delivery services available. Delivery services are selected according to the destination of your shipment.

Orders shipped to Countries in the European Union will be prepared by our warehouse in 24/48 hours and their Regular Delivery Time will be between 3-5 working days once the order has been shipped and Express Delivery Time between 1-2 working days once the order has been shipped.

Please be aware that first-time buyers may encounter processing delays due to necessary identity and information clarification. Click here to find a list of the countries to which Havaianas Online Store sends and an estimated cost of shipment to each.

The shipping costs listed in this Help Area might change according to the quantity of items purchased and the volumetric weight of your parcel. The cost of shipment will be listed in your Shopping Cart and will be added to the total cost of your order on the Checkout screen.

The total amount will be charged to you upon your confirmation of payment.

Countries & Costs

• Andorra: EUR 4.50
• Austria: EUR 4.50
• Belgium: EUR 4.50
• Bulgaria: EUR 4.50
• Croatia: EUR 4.50
• Cyprus: EUR 4.50
• Czech Republic: EUR 4.50
• Denmark: EUR 4.50
• Estonia: EUR 4.50
• Finland: EUR 4.50
• France: EUR 4.50
• Germany: EUR 4.50
• Greece: EUR 4.50
• Holy See (vatican City State): EUR 4.50
• Hungary: EUR 4.50
• Ireland: EUR 4.50
• Italy: EUR 4.50
• Latvia: EUR 4.50
• Lithuania: EUR 4.50
• Luxembourg: EUR 4.50
• Malta: EUR 4.50
• Netherlands: EUR 4.50
• Poland: EUR 4.50
• Portugal: EUR 4.50
• Romania: EUR 4.50
• San Marino: EUR 4.50
• Slovakia: EUR 4.50
• Slovenia: EUR 4.50
• Spain: EUR 4.50
• Sweden: EUR 4.50
• United Kingdom (mainland & North Ireland): EUR 4.50

Order processing

Orders are processed 24 hours a day, 7 days a week and are prepared by our warehouse between 9am and 5pm GMT Monday to Friday. Orders placed after 5pm on Friday evening will be prepared the following Monday.

Please be aware that first-time buyers may encounter processing delays due to necessary identity and information clarification.

Please nore that we cannot guarantee that it will be possible to make any change to orders which have been paid for and entered our system.

Keep an eye on your order

In order to review and verify the information related to your order, please login into your account on this website and click on My Orders. In the section "My Orders", click on your order number to view your order details.
In order to follow the initial progress of your order through our system, you can view its "Status" beside each order number in "My Orders". Once the package is sent, you will receive a tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from initial shipment to arrival.

If you placed your order as a guest:
please click on the following link and enter your order code and the postal code of your shipping address:
www.havaianas-store.com/eshop/orderview/action/trackAnOrder/ Here you can find the details of your order and its shipping details.

Duties & taxes

Inside the European Union

There are no additional custom fees or duties on products shipped to countries within the European Union. Customers will not have to pay anything extra on receipt of their products.

Outside the European Union

Shipments to destinations outside the European Union are exempt from Italian Value Added Tax. However, they may be subject to import taxes or customs duties that will be determined when the package reaches its country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the shipping service or to the proper governing authorities.

Shipping to the United States of America

As above, products shipped to the USA are subject to custom fees and import duties. The receiver of the package is responsible for paying these fees. Also, US customs require that the receiver provides a social security number or Non US Citizen Import Number - CBP Customs Border Protection Assigned Number. Please note that orders over 250 dollars may experience slight delays in US customs.

Failure to clear customs

The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse. See our Return Policy for more information.

IMPORTANT: If you requested a change of the product you originally ordered, the new shipment might still be subject to import taxes/duties from the International Customs Authorities.

How to place an order

Placing an order on http://www.havaianas-store.com is quick and easy!
If the product you want to buy is displayed on our online catalogue, just select the information requested in the product page and click on "Purchase"; if you have already registered an account on our online store, you will be redirected to the checkout page and guided through the whole purchase procedure. If you are a new user, you will be asked to insert some basic information for the creation of your account, and you will be then able to complete your purchase following our guided procedure.

Your account

After placing your order on http://www.havaianas-store.com, you will have the possibility to see all the details by entering your account, clicking on "My orders". From your account, you will see the date, the content, the amount and the delivery address of your order, and of course your order status. You will also have the possibility to contact our Customer Service by clicking on the "Contact us" button next to your order, and do the Return procedure within 30 days from the delivery of your order.

If you placed your order as a guest:
please click on the following link and enter your order code and the postal code of your shipping address:
www.havaianas-store.com/eshop/orderview/action/trackAnOrder/ Here you can find the details of your order and its shipping details.

General Sales Conditions

How to spot Havaianas counterfeits

• To ensure you purchase only genuine Havaianas products, when buying online be aware that counterfeit Havaianas are often advertised as "cheap Havaianas" or "discount Havaianas";
• Authentic products are not offered through street vendors, flea markets or unauthorized retail locations. If you purchase in any of these places, it is very likely that you are buying fake products.
• Brazil is the homeland of Havaianas - all Havaianas are made or designed in Brazil.
• Always look for an authencity hologram on every Havaianas product you purchase!
• Havaianas are made of a patented formula consisting of mixture of rubber – they do not smell, do not deform and do not conduct heat – fake products are recognizable because of their poor workmanship.

If you are unsure about the origin, please contact us and we will let you know if the store is an authorized retailer.

Counterfeits are dangerous

Havaianas footwear is of high quality and cannot be compared to the poor workmanship of non-authentic merchandise. Originals products are made from a rubber formula that guarantees high comfort and safety.

Be wary that counterfeit of Havaianas usually do not comply with health and safety regulations, and they make provoke serious skin irritations and discomfort when using.

Counterfeit is a crime!

Counterfeiting is illegal. It has a significant impact on the global economy and costs the economy around $600 billion a year and thousands of jobs losses.

The manufacturers of counterfeit product do not pay taxes, do not pay fair wages to their employees and often use child labor, while the lucrative sales of counterfeit goods are helping pay for organized crime activities.

When you purchase a counterfeit product, you are funding and supporting this criminal activity.

How can you help?

If you think you've spotted or purchased a Havaianas fake, please alert us by email at: info@alpargatas.com

We would greatly appreciate your concern by reporting the incident to us, as it would help us to take legal action against the counterfeiters in order to eliminate them from the market and protect interests of Havaianas consumers.

Copyright and trademarks

All text, graphics, logos, button icons, images, audio clips, videos, software, downloads, and any other content present on this website is the property of HAVAIANAS or our affiliated entities and is subject to international copyright laws. Copyrights, trademarks or trade dress of HAVAIANAS and our affiliates may not be used without our written permission. Such items include our name and logos, and other graphics, logos, page headers, button icons, scripts, and service names of HAVAIANAS products, services, and programs, and those of our affiliates. Your use of the material found on this website is limited to the electronic copying and printing of site pages for personal, non-commercial reasons (e.g., printing an order confirmation page or other purposes related to ordering or shopping for merchandise). Without the explicit written permission of HAVAIANAS, any other use of content found on this website (including linking and framing) is strictly prohibited.

Restrictions

By using this website, you agree that you cannot: Use the website in any way that may lead to the encouragement, procurement, or carrying out of any criminal activity, or to promote any business, products, or services; Use foul, threatening, or offensive language including, without limitation, defamatory, libellous, racist, sexist, ageist, homophobic, or sexually explicit language; Distribute illegal, copyright infringing, advertising, indecent, or offensive material, or transfer files that contain viruses, Trojans, or other harmful programs; or Use the website for any purpose other than your personal use.

Errors and inaccuracies

Though it is our priority to provide you with complete, current, and accurate information, our website may contain content that is subject to human and/or technological errors (e.g., typographical errors, inaccuracies, omissions, etc.). This content may include information related to pricing and availability, as well as material that is incomplete or outdated. HAVAIANAS reserves the right to correct such information, even after an order has been placed. We may change or update information without prior notice at any time. Consequently, we apologize for any inconvenience that such errors may produce.

Website access and contents

Access to this website and its contents may be suspended temporarily and without notice in the case of system failure, necessary maintenance or repair, or for reasons beyond our control. We have made every effort to display the products featured as accurately as possible. However, the colors we use, as well as the display and color capabilities of your particular computer monitor, may greatly affect the colors you actually see on the screen. HAVAIANAS cannot be held responsible for any limitations of your monitor and cannot guarantee that your monitor's display of any color, texture, or detail of merchandise will be accurate/the same as the actual product.

Privacy policy

Please see our PRIVACY POLICY which contains important information about the use of your personal data and other information regarding your privacy.

Indemnification

You agree to indemnify, defend, and hold harmless HAVAIANAS, its officers, directors, employees, agents, licensors and suppliers from and against all claims, losses, liabilities, expenses, damages and costs, including, without limitation, attorneys' fees, arising from or relating in any way to your use of Content, your use of the website, your conduct in connection with the Website or with other website users, or any violation of these Terms of Use, any law or the rights of any third party.

Disclaimer of liability

HAVAIANAS makes no representations or warranties of any kind, whether expressed or implied, with respect to this website, its content, or the information available on or through it—they are provided “as is” with all faults. Except as otherwise provided under applicable laws, HAVAIANAS and our affiliates, directors, officers, employees, agents, contractors, successors, and assigns of each, will not be liable for any damages arising out of or related to the use of this website or any other site linked to it. This limitation of liability applies to direct, indirect, consequential, special, punitive, or other damages you or others may suffer, along with damages for profits, business interruption, or the loss of data or information, regardless of whether we are notified of the potential for such damages in advance.

No waiver/severability

Failure of HAVAIANAS to take any action if you breach these Terms and Conditions of Use shall not be construed as a continuing waiver or relinquishment of such right to take action. HAVAIANAS will still be entitled to use our rights and remedies in any situation where you breach these Terms and Conditions of Use. If any part of these Terms and Conditions of Use is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.