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?

How long do I have to return a product?
You may return any article purchased on www.havaianas-store.com within 30 days from the purchase date.

 

How can I return a product?
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 here.

2. Select how you want to return the product. There are several options: 

Have the package collected by the shipping company (UPS). You can agree with UPS on a time and day for the parcel to be collected directly by them. Cost: 4.90€. 

Prepare the package and stick the UPS label on the order box. If you have misplaced the label, you can download it from your personal area and print it. If you do not have an account, go to the Customer Services page


Drop off the product at one of the shipping company's collection points (UPS). Cost: 4.90€.

Prepare the package and stick the UPS label on the order box. If you have misplaced the label, you can download it from your personal area and print it. If you do not have an account, go to the Customer Services page.  

 

Return to the shop. This service is free of charge.
You must go with the product to one of the shops that offers this service and show the electronic ticket that we sent you by email and that you can download from your personal account. You can take the printed e-ticket with you or show it on the screen of your mobile device. To be eligible for this type of return, the order must have been delivered in Spain.


Send the package directly to our warehouse with your chosen postage method. Costs incurred by the client. 

Warehouse address: PVS Italian Services LTD, Strada A di Gainago 2/A, Località Gainago – 43056 Torile (PR), Italy. 

Please indicate inside the package your original order number so that our logistics team can easily process the return. Failing to do this may affect the refund time and/or make impossible to identify you as a buyer.


If you come from Greece, Cyprus, Malta or Poland and you want to return your products, please contact our Customer Service area


Whenever you request a return, you must consider the following:

• The deadline for returning purchased products is currently and due to the exceptional situation of 90 days.

• The products must not have been used, must have all the original labels and come in their original packaging, including the Havaianas box. 

• Customised products cannot be returned.

• For hygienic reasons, we will only accept return of swimwear unworn and with the hygiene strip.


 

When will the refund be made?
The refund will be made once the product arrives at our warehouse and we verify that it has been returned in accordance with our Return Policy. The refund will be made in the same form of payment that you used for your purchase.


It may take up to 15 days for the money to reach your account, depending on your bank and the payment method used.


Please note that if the return is made within the first 15 days, you will be refunded the full amount minus the return costs. The refund will include the amount of the shipping costs of the order.

 


What should I do if I receive a defective product?

To return a defective product you must log in to your account, access your orders, select the order and the item you wish to return. To proceed with the activation of the return, select "Defective Product".


If you do not have an account, please contact our Customer Service area.
    

We will ask you to attach photos of the product so that our Customer Service team can verify the defect. You will receive the refund once the quality team has authorised the return. 

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€.

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.

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.

How can I close my account or unsubscribe from the Newsletter?

You can contact us at dataprotection@alpargatas.com and note in the Subject “Close Account”,
Unsubscribe from Newsletter” or “Close Account and Unsubscribe from Newsletter”

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.

 

 

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.