Return and Exchange FAQs

 

What is the Havaianas Return and Exchange Policy?

We allow a one-time exchange for changes in size. Here are just a few things we need to check when you decide to have your pairs exchanged: 

• Return and refund requests due to change of mind will not be allowed.
• You may return any item purchased from www.havaianas.ph within 15 days from the date of order delivery.
• We can accommodate requests for changes in size for the same style and color only. 
• If the size requested is no longer available, you may choose another color or style of the same value.
• If the exchange item is of higher value, additional payment will be required and is computed upon completion of the return request process.
• The item/s to be returned should be in good condition, never used, and in its original packaging, along with all accessories and tags attached.
• We cannot guarantee that the item for exchange will be at the same price as when it was bought. For any increase in price, the customer will be required to pay for any price difference or be requested to file for refund.
• Refunds or exchanges for items bought from the Havaianas Philippines Official Website, www.havaianas.ph, cannot be done at physical stores.
• For exchanges due to size, shipping costs for both the return and delivery of the pair/s will be shouldered by the customer. 
• For exchanges of defective items, shipping costs for the return of the item and for the delivery of the new item will be shouldered by Havaianas Philippines.
• Processing and shipping of replacement pairs may take 6 to 14 working days from the date the items are sent for exchange. 

LOCATION	LEAD TIME
NCR	6-7 days
North Luzon	7-9 days
South Luzon	8-10 days
Palawan, Visayas	9-11 days
Mindanao	11-14 days

 

For any concerns on the condition or quality of the pair that you received, feel free to reach us at [email protected] for assistance. 

Please take note that exchange requests are assessed on a case-to-case basis. If, upon evaluation, the pair is found to be defective, we will replace it with the same style, color, and size as what you originally purchased. If the same pair is no longer available, you may choose another style of the same value.

If you wish to refund purchases made on Havaianas.ph, it will be refunded based on your preferred options: 

• For paid orders (non cash payment or gift cards), refunds will be done through store credit or through the same payment method.
• For COD orders, refunds will be done through store credit or via our GCash account to either your personal GCash account or your preferred bank. 

Processing of refunds may take 1 to 3 working days from the date the items are received at the warehouse.

Havaianas reserves the right to disapprove returned pairs that are worn out or damaged through improper use. If this is the case, no exchange will be allowed and the item will be sent back to the customer.

 

How can I request for an exchange?

To request for an item to be exchanged, please visit https://ph.havaianas.returnkey.co/

Kindly allow 24 hours to review your information and photos for the pre-approval of your request, and take note of the following steps in the return process:

1. Enter the Havaianas Order Number of the item that you want to exchange/return and the email that was used to place the order. 
2. Choose the items you wish to return, the reason for its return, and provide any additional information and photos as required, then submit your return request for approval.
3. After you have submitted your return request, it will be assessed for pre-approval by the Havaianas Philippines Returns team.
4. After the pre-approval process is complete, you will receive an email that will provide instructions for you to complete the return process for all approved items. If your request is rejected, you will also receive an email with the reason for the rejection.
5. For approved requests, the email will redirect you to the Return Portal so you can complete the return process, where we will ask you for the desired item for exchange and your shipping details.
6. Once you’ve submitted those, you will receive shipping instructions, and the location of where you need to send your items.
7. Once items are returned to our warehouse, they will undergo quality assessment. 
8. If the returned items are approved, your exchange items will be shipped to you. 

 

When can I file for a return?

You can file your return request within 15 days from the receipt of the order.

 

Why can’t I file a request?

This is because it might have been more than 15 days since the delivery of your order. Please send a message through [email protected], so we can assist you with the exchange request. 

 

When will my request be approved?

For pre-approval requests sent between 8am to 4pm, it will be approved within the same day, while for requests sent beyond 4pm, it will be processed on the next business day.

 

Why was my request rejected?

All return requests are evaluated based on the submitted files and photos. Your request may have been rejected due to the following reasons: 

• The item is worn out or damaged through improper use;
• The reason for return is unclear, or lacks evidence;
• The item lacks packaging, tags, and accessories.

 

How can I send back my items?

Once your Exchange Request is approved, you will receive instructions on how to return your items via email. We have two options for this:

1. Courier Pick-up via NinjaVan
• Our partner courier will pick up your exchange item/s at your nominated address. 
• Please print the shipping label that will be sent to you by email and tape it on the outside of the package.
2. Drop Off via J&T
• Choose J&T Drop Off in our Return Portal and personally hand over your item at your chosen J&T Hub.
• Please print or write down the shipping label that will be sent to you by email and present it to J&T during drop off.
• J&T will no longer collect additional fees as all costs must be settled through the Return Portal. 
3. Drop Off at your Preferred Courier
• You may send your items via 3rd party couriers such as Ninja Van, J&T Express or LBC. Same day delivery express couriers like Grab and Lalamove are not recommended because of our warehouse operation hours to receive items. 
• Please tape a piece of paper containing your name and order number on the outside of the package.

 

When should I send back my items?

Please take note that you must return the item within 7 days of receiving the email with the return instructions, otherwise your return request will be canceled.

 

What if the courier pick-up is late?

Please note that couriers will conduct 3 attempts to pick up your items. If you are unavailable during the first attempt, the courier will do a 2nd attempt the next day. However, if the item pickup is still unsuccessful, your Return Request will automatically be canceled, and you will not be able to place another request.

Should you be unavailable, or if the courier failed to pick up your return item/s, please reach out to our Customer Care Team at [email protected], so we can assist you.

 

Who pays for shipping?

• For returns due to size changes, customers will shoulder all shipping costs in returning the item and for the delivery of the exchange item.
• For return due to defects or delivery concerns, Havaianas Philippines will shoulder all shipping costs in returning the item and for the delivery of the exchange item.

Please take note that all shipping costs will be computed upon filing of request through the Return Portal.

 

What if I sent the wrong Item?

For instances where the customer sent the wrong item, the request will be rejected and you will not be able to file for a return again. Please reach out to our Customer Care Team at [email protected] so we can assist you with the retrieval of the item by submitting the following information:

• Order Number
• Name
• Address
• Mobile Number
• Email Address 

From there, our Warehouse Team will arrange the shipment back to the customer, but all shipping costs for the retrieval of the wrong item from the Havaianas warehouse will be shouldered by the customer.

 

What if the Item I sent is disapproved, or rejected?

For instances where you have a disapproved, or rejected item, you will receive an email notification with the reason for the rejection of your request. Please reach out to our Customer Care Team at [email protected], so we can assist you with this concern and submit the following information:

• Order Number
• Name
• Address
• Mobile Number
• Email Address 

From there, our Warehouse Team will arrange the shipment back to the customer, but all shipping costs for instances where the item sent is disapproved, or rejected will be shouldered by the customer.

 

How will I get my refund?

All return requests will be refunded via Store Credit in the form of a voucher code which you can use on Havaianas.ph. However, you also have an option to choose among the following options:

• If you paid via Cash on Delivery, you may also receive your refund via Bank Transfer to your preferred bank account, or directly to your GCash Account.
• If you paid via Credit Card, Debit Card, Maya or BillEase, you may also receive your refund through the same payment method. 

Please note that Store Credits are valid for use within 6 months only from the date of issuance.

 

How long will it take for my refund to be processed?

Processing of refunds may take 1 to 3 working days from the date the items are received at the warehouse.

 

What If I want to cancel my exchange request?

To cancel your request for exchange, please reach out to us through [email protected] so we can assist you with the exchange cancellation. 

If the cancellation request is made before the Pre-Approval Request is approved, you may file the cancellation through the Return Portal. However there are cases where the cancellation of your request may no longer be possible.