Refund policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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 product is returned in its original packaging with tags attached
- A clearly marked note to present on the packaging confirming whether you'd like to receive a exchange or refund
- A printed copy of the order invoice is supplied with written details of the reason for your return/exchange
- The item is not a 'Make Your Own' product
- The item was not purchased in a promotion based on multiple items (buy two, get the third free)
We only accept returns for products purchased online at havaianas.com.au.
If you purchased your havaianas from another havaianas authorised retailer in Australia, please return 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 policies.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return mail costs are the responsibility of the customer.
How to process an exchange or return?
Exchanging or returning an 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 on the invoice and a clearly mark whether the package is an EXCHANGE or a RETURN (this can be written under the order information).
2. Purchase a trackable method of return shipping or use our Australia Post Portal for a flat rate of $10.95 within Australia. Please visit the portal in the link below and follow the instructions to lodge your return.
Australia Post Portal: CLICK HERE
3. Once your return is lodged via the portal 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 6405
Silverwater BC
NSW 2128
4. Your refund or exchange will be processed 2-5 business days following receipt and assessment of the item(s).
For refunds: Please allow up to 5 business days for the funds to appear back in your account. Refunds will be processed via your original payment method.
For exchanges: Once your item is returned and the item(s) have been assessed, we'll email you a replacement code within 5 business days of receipt.
We recommend using Registered Post and saving the tracking number as havaianas are not accountable for missing items. Return mail costs are the responsibility of the customer.
Damages and issues
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 emai: [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.
Items excluded from our returns policy
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.
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.
Don't forget - the code is only valid for use online at havaianas.com.au.
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.
Holiday Processing Times
Please note that that refunds & exchanges requested during the holiday period may experience a delay due to the high volume of orders. For further information please feel free to email our customer service team at [email protected] who will get back to you as soon as possible.