returns faq

We want you to be 100% happy with your new havaianas! If for any reason you’re not happy with your online order or have ordered the wrong product and wish to return it, we’re happy to offer a refund or exchange within 30 days of purchase, provided that:

• The item has not been worn;
• The item is returned in its original packaging with tags attached;
• A printed copy of the order invoice e-mail with details of the reason for return is supplied
• The item is not a ‘Make Your Own’ product

We only accept returns for products purchased online at havaianas.com.au. If you purchased your havaianas from another authorised retailer in Australia, please return them to the place of purchase with your original receipt so that an exchange or refund can be organised. Keep in mind that each store will have their own return policy.

Returning your item is simple – make sure your return complies with our returns policy above and then follow these easy steps. 
 
1. Place the original item(s) with tags attached, along with the original order confirmation email in a mail bag. Please include a note with the reason for return and clearly mark that the package is a for a REFUND.

2. Purchase a trackable method of return shipping or use our Australia Post portal for a flat rate of $10.95 within Australia. Visit the portal in the link above and follow the instructions to lodge your return.

 

3. Once your return is lodged you can select to be issued with a label you can print at home in order to post your return in a street post box, or you can take your return barcode to your nearest Australia Post location and they'll print it for you.

Mail to:
Aqueo Import & Distribution PTY LTD
Online Returns
PO Box 186
Minto NSW 2566

 

4. Your refund will be processed within 2-5 business days following receipt and assessment of the item(s). Please allow up to 5 business days for the funds to appear in your account. Refunds will be processed via your original method of payment. 

 

We recommend using registered Post and saving the tracking number as Havaianas are not accountable for missing items. 

To return an item you believe to be faulty, please see the "What do I do if my product is faulty" FAQ below. 

Something not right with your order? We will accept exchanges up to 30 days after purchase. Simply follow the steps below. 

 
1. Place the original item(s) with tags attached, along with the original order confirmation email in a mail bag. Please include a note with the reason for return and clearly mark that the package is a for an EXCHANGE.

2. Purchase a trackable method of return shipping or use our Australia Post portal for a flat rate of $10.95 within Australia. Visit the portal in the link above and follow the instructions to lodge your return. Select 'EXCHANGE' when prompted for a reason.

 

3. Once your exchange is lodged you can select to be issued with a label you can print at home in order to post your return in a street post box, or you can take your return barcode to your nearest Australia Post location and they'll print it for you.

Mail to:
Aqueo Import & Distribution PTY LTD
Online Returns
PO Box 186
Minto NSW 2566

 

4. Your exchange will be processed 2-5 business days following receipt and assessment of the item(s). Our customer service team will be in contact via email to send you a replacement code.

 

We recommend using registered Post and saving the tracking number as Havaianas are not accountable for missing items. 

For Exchanges

Once your item(s) for exchange is received and assessed, we’ll email you details of your online credit note code within 5 business days of receipt. The code is only valid for use online at havaianas.com.au.

For Refunds

Your refund will be processed within 2-5 business days following receipt and assessment of the item(s) for return. Refunds will be processed via your original method of payment. Please allow up to 5 business days for funds to appear back in your account.

We pride ourselves on the quality, comfort and style of our product. We only use premium Brazilian rubber in all our products and the magic formula hasn’t changed since the first pair rolled of the production line in 1962!

If you believe you have a faulty product however, we can help you out. We offer a 6 month replacement warranty on all havaianas purchased from our online store, or from any one of our authorised resellers throughout Australia.

 

Our process to analyse faulty claims is really easy – just send us an email: [email protected] and we’ll take a look.

Unfortunately we will not replace items that we reasonably believe to be worn or damaged through improper use.

Please remember to double check your design and size while customising your pair to avoid any disappointment, as all ‘Make Your Own’ havaianas product sales are final and cannot be returned or exchanged.

Unfortunately, “Make Your Own” products cannot be returned for a refund, credit or exchange. Please make sure you’re 100% happy with your design (and size) before you check out.

We stand by the quality of our products however, and offer a 6 month replacement warranty against manufacturer defects on all “Make Your Own” products purchased from our online store.

Havaianas is a Brazilian company with a global footprint and local authorised distributors in over 100 countries all around the world. As the Australian distributor of havaianas, our scope of service is limited to Australia. 

We only accept returns or exchanges for products purchased online at havaianas.com.au. If you purchased your havaianas from another retailer, either in Australia or overseas, please return the pair to the place of purchase with your original receipt. Keep in mind that each store will have their own return policy. 

If you drop us a line at [email protected] we will be able to provide you with the contact information of our international distributors who will happily assist you. 

Unfortunately, we don't accept exchanges of havaianas purchased from any one of our authorised retailers online stores. However, if something isn't right with your order from havaianas online store, we'll happily accept exchanges up to 30 days after purchase.

If your havaianas have reached the end of their life, we will happily accept them for recycling.

The process is easy and free, simply drop your used thongs at one of our drop boxes around Australia and we'll send them to be recycled. 

Please see our Sustainability page for more information and to find your nearest drop box.

Only Havaianas products will be accepted for recycling. 

Once your havaianas have arrived at our warehouse, we’ll send them for processing. This won’t happen straight away however, we’ll hold on your pair until we have enough stock to ship. This is to keep energy expenditure as low as possible during the recycling process.