Customer Service

Customer Service

What are Havaianas?

Havaianas is the Original flip-flops brand since 1962. The texture of Havaianas ́rubber soles are like rice grains, one of the many details that make Havaianas unmistakable.

Havaianas means "hawaians" in portuguese. We pronounce Havaianas as /AVAIANAS

 

Help & Contact

You can get in touch with us via telephone or via the online form. Click on the following link to find our telephone numbers and online contact form.

How long do Havaianas take to deliver?

Orders sent to countries in the European Union will be delivered within 3-5 working days.

Either if you are a register user or not, you can go to “My account” and click on “Track your order”. Then you should introduce the required information (order number, email and postal code).

 

How do I return Havaianas?

 

You may return any article purchased on www.Havaianas-store.com within 30 days of the purchase. 

How to request a return: 

1. Log into your account, go to your orders, select the order and article you wish to return. If you placed the order as a guest, you will need to request the return on the following link: https://www.havaianas-store.com/en/track-my-order

2. All articles must be returned with all original labels and in their original packaging, including the Havaianas box. 

3. Prepare the parcel and stick the UPS label on the order box. If you have misplaced the label, you can print it in your personal area. If you don't have an account, go to the Customer Services page (https://www.havaianas-store.com/en/contactus

4. Finally, select the way you wish to return the product. There are several options:

•  Return via the shipping company – you can agree on a time and day for the parcel to be collected directly with them. Cost: 4.90 euros.

•  You can drop off the order at one of our shipping company's collection points. Cost: 4.90 euros.

• You can also send the parcel directly to our warehouse with your chosen postage method. Costs incurred by the client.  Warehouse:PVS Italian Services LTDStrada A di Gainago 2/A, Località Gainago – 43056 Torile (PR)Italy 

 *Please, always indicate inside the package your original order number so our logistics team can easily process your parcel. Failing to do this may impact the refund time and/or make impossible to identify you as purchaser. 

Whenever you request a return, you will have to check the following:

• The deadline for returning purchased products is of 30 days.

• The products must not have been used or washed, or have been altered in any way.• Personalised (or customised) products may not be returned or exchanged.

• The products must have all the original labels and come in their original packaging, including the Havaianas box.

Shipping and Delivery

Delivery terms

Normally orders sent to countries in the European Union will be delivered within 4-7 working days.

How much will postage cost?

Postage fees cost 4.90€ per order.

Free delivery for orders of over 40€.

Returns

How to return a product?

You may return any article purchased on www.Havaianas-store.com within 30 days of the purchase.

If you want to return your products and come from the following countries below, please contact with our customer service:

- Greece

- Cyprus

- Malta

-Poland

If not, please follow the instructions below.

How to request a return:

1. Log into your account, go to your orders, select the order and article you wish to return. If you placed the order as a guest, you will need to request the return on the following link: https://www.havaianas-store.com/es/track-my-order

2. All articles must be returned with all the original labels and in their original packaging, including the Havaianas box.

3. Prepare the parcel and stick the UPS label on the order box. If you have misplaced the label, you can print it in your personal area. If you don't have an account, go to the Customer Service page 

4. Finally, select the way you wish to return the product. There are several options:

• Return via the shipping company – you can agree on a time and day for the parcel to be collected directly with them. Cost: 4.90 euros.

• You can drop off the order at one of our shipping company's collection points. Cost: 4.90 euros.

•You can also send the parcel directly to our warehouse with your chosen postage method. Costs incurred by the client.

Warehouse:

PVS Italian Services LTD

Strada A di Gainago 2/A,

Località Gainago – 43056 Torile (PR)

Italy

 *Please, always indicate inside the package your original order number so our logistics team can easily process your parcel. Failing to do this may impact the refund time and/or make impossible to identify you as purchaser.

Whenever you request a return, you will have to check the following:

• The deadline for returning purchased products is of 30 days.

• The products must not have been used or washed, or have been altered in any way.

• Personalised (or customised) products may not be returned or exchanged.

• The products must have all the original labels and come in their original packaging, including the Havaianas box.

Reimbursements

Reimbursements will take place when the product has reached our warehouse and after we have checked the products are in good order. The money may take a few days to reach your account, depending on your bank and on the chosen payment method.

Take into account that, if you return the product within 15 days, you will get the full amount back, deducting the return costs.

What should I do if I receive a defective product?

To return defective products you will need to go through the usual return procedure, selecting the "Defective Product" option.

We will ask you to include photographs of the product so that our Customer Services Team can authorise the return. You will be reimbursed accordingly once the Quality Team has authorised the return.

Orders

Is it necessary to register to place an order?

No, it's not compulsory. You can place an order as a guest, but remember that you will not benefit from the advantages that having an account would give you, such as keeping your addresses, your credit card details, etc.

How to check the details of an order

To check the details of an order, log into your account and go to the "My Orders" section. Click on the order number or on SEE ORDER to check the details of the order. If you carried out the order as a guest, you will be able to follow your order here.

To make changes to an order once it has been placed, get in touch with the Havaianas Customer Services. The order is processed automatically and we cannot guarantee that changes will be possible to orders that have already been paid for and registered in our system.

Account

How to open an account

You can create an account in our online store, here. If you place an order as a guest, you will also be able to open an account during the purchasing process.

Benefits of having an account:

• You will be able to easily check your orders at any time from your account.

• You can keep the details of your credit card for future purchases, saving you the bother of having to enter them every time you make a new purchase.

• You will be able to create and save all the shipping addresses you wish.

• You will be able to save various credit card details.

• You will be able to create a wish list to keep tabs on your favourite products.

• You will have access to special and exclusive offers that are only available to account holders.

Can I open an account if I have placed an order as a guest?

Yes, you may open an account after having placed an order as a guest. You can also open an account during the purchasing process, when you complete your order. Just remember that any orders placed as a guest will not show if you create your account after placing the order.

Stores

How to find your nearest store?

Go to the Store Locator section.

What size Havaianas do I need?

Havaianas use to be true to size. You just need to be sure of choosing your right size. Our shoes size guide and apparel size chart should help you to find your right size.

Havaianas has not changed the sizing but it may vary depending on the model. Please check the Havaianas size chart to find your perfect match. If you choose your right size, they shouldn't come small.

Do Havaianas stretch?

No, they do not stretch.

What size Havaianas do I need uk?

Sizing of Havaianas in the UK is (or not) different to sizing in Brasil. 

What size Havaianas for a 1 year old?

You should choose a 17/18 size for a 1 year old baby.

What size is Havaianas large?  And medium?

In Havaianas we don't have large or medium size, we just have the standard numerical sizing.

What size is 35 36 in Havaianas?

It´s a 35/36 Havaianas size. 

What size is 6 in Havaianas?

Size 6 in Havaianas is 39/40 size.

What size is 41 42 in Havaianas in Australia?

It´s a 41/42 Havaianas Size.

Payments
Customization

Personnalisation

Peut-on personnaliser ses articles Havaianas ?

Oui ! Vous pouvez personnaliser vos articles Havaianas avec des pin’s en vous rendant dans une de nos boutiques. Sur la boutique en ligne, vous ne pourrez personnaliser que les articles achetés dans le cadre de commandes spéciales pour les mariages où vous pourrez alors choisir le modèle de pin’s.

Environment and Social Responsibility

In terms of Corporate Social Responsibility, what initiatives and actions has Havaianas taken?

We collaborate with the Institute for Ecological Research of Brazil (Instituto de Investigación Ecológica de Brasil: IPÊ) and Conservation International. You can find more information here.

How do you take care of Havaianas?

If you want to store your Havaianas in the closet , we recommend you to interlace your Havaianas in order to avoid twisted straps. If the strap is broken you can use glue. If you take care of your Havaianas, they will last for long. 

How does one clean the product?

Soak your Havaianas in water and soap for a few minutes. Use a soft sponge (nonabrasive) to wash them then rinse them. Do not put them in a washing machine: it may damage the sandals and soles.

Are Havaianas vegan?

Yes, we don't use any animal components in the production. They are made of natural rubber with patented formula. They are made in Brazil.

 

What is the difference between Havaianas Slim and regular?

Havaianas Slim have slightly thinner straps and narrower soles in comparison to other regular Havaianas models.  Havaianas Slim is one of our most famous models for women!! It's a feminine model with a thinner strap and sole.

Are Havaianas flip flops comfortable?

Havaianas are especially comfortable because they are made of rubber and they are lightweight, durable, heat - resistant and non-slippery.

You can wear Havaianas wherever you want! They are perfect for the beach and also for the city. You can wear them with a bikini or with your favourite summer dress.

How will I know that Havaianas is original?

You can identify fake Havaianas Slippers by:

• To ensure that you are only purchasing genuine Havaianas products, when purchasing online, watch out for such messages as "cheaper Havaianas" or "discount Havaianas": these are counterfeit Havaianas.

• The real Havaianas are never available with street vendors, on markets or at non-authorised sales points. If you buy a pair in such a place, it's more than likely to be an imitation product.

• All the Havaianas products are made or designed in Brazil. So if the product is not made or designed in Brazil and indicated as such on the labelling, it may be a counterfeit product.

•  Identify original Havaianas vs. fake by looking for the authenticity logo on any Havaianas product you purchase!

• Havaianas are made according to a patented formula that is made up of a mixture of rubber – they don't smell, they don't lose their shape and are breathable – counterfeit products are recognisable because they are badly made.

If you are unsure of their origin, please contact us and we will be happy to tell you whether the store you went to is a recognised retailer.

Are Havaianas sunglasses polarized?

No, Havaianas sunglasses are not polarized.

Havaianas Size

Check the Size Guide of the different Havaianas products: flip-flops, espadrilles, etc.

 

About the Product

How does one clean the product?

Soak your Havaianas in water and soap for a few minutes. Use a soft sponge (nonabrasive) to wash them then rinse them. Do not put them in a washing machine: it may damage the sandals and soles.

How long does a pair of Havaianas last?

There isn't a clear answer to this question, as the useful life of a pair of Havaianas depends on several factors, such as frequency of use, type of use, type of ground and maintenance of the product.

I would like to purchase new straps. Is that possible?

We're sorry but we do not sell straps separately.

How can I find out what size I am?

You will find your size on the following size chart, here.

Counterfeit

Warning regarding counterfeit versions

Havaianas has always carried out an anti-counterfeit policy since its beginnings in 1962, when it made the very first pair of Havaianas flip-flops. Despite our dedicated efforts to fight this global problem, please bear in mind that there are Havaianas counterfeit products that are being offered to clients, often on websites and especially auction sites.

How does one detect counterfeit versions of Havaianas?

• To ensure that you are only purchasing genuine Havaianas products, when purchasing online, watch out for such messages as "cheaper Havaianas" or "discount Havianas": these are counterfeit Havaianas.

• Genuine products are never available with street vendors, on markets or at non-authorised sales points. If you buy a pair in such a place, it's more than likely to be an imitation product.

• All the Havaianas products are made or designed in Brazil. So if the product is not made or designed in Brazil and indicated as such on the labelling, it may be a counterfeit product.

• Always look for the authenticity logo on any Havaianas product you purchase!

• Havaianas are made according to a patented formula that is made up of a mixture of rubber – they don't smell, they don't lose their shape and are breathable – counterfeit products are recognisable because there are badly made.

If you are unsure of their origin, please contact us and we will be happy to tell you whether the store you went to is a recognised retailer.

Imitations can be dangerous

Havaianas footwear is made according to high quality standards and does not compare to the poor make of non-authentic merchandise. The original products are manufactured following a specific rubber formula which guarantees a high level of comfort and safety.

Please be careful because Havaianas counterfeit products do not meet these health and safety standards, they may cause rashes or other serious skin irritation when wearing them.

Counterfeiting is a crime

Counterfeiting is illegal. It has a significant impact on the global economy, costing around 600 000 million US dollars per year and causing the loss of thousands of jobs.

How can you help?

If you believe you have purchased a counterfeit Havaianas product, please let us know at the following email address: hello@havaianas-store.com

We thank you for your help as this will help us take legal action against counterfeiters, with a view to protecting the interest of Havaianas customers.