FAQs
Rewards
Signing up is easy! Simply create an account by clicking here and enter your name, email, phone number, and password. It’s free to join and you will be signed up to receive emails with insider access to sales, promotions, and all of our newest drops if you opt-in. If you currently have an account- you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!
What are the advantages of becoming a rewards member?
Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases. You also earn points for creating an account, following us on social media, and are even gifted with bonus points just for having a birthday! In addition to earning points, members have the chance to earn free shipping and get exclusive access to coupons, launches, promotions, giveaways, and more. You can view the full list of perks on our rewards page.
I already have an account. Do I need to create a new one to earn rewards?
We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page
Will I receive points for purchases I made prior to creating my rewards account?
You will always receive points for purchases but make sure to create an account before placing an order so you can redeem points!
What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?
Contact customer service by visiting this page and our team will be happy to assist you with merging your accounts.
How do I redeem my points?
Exchanging your points for great rewards couldn't be easier! Simply visit the rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.
How do points convert to dollars?
50 points = $5
100 points = $10
150 points = $15
200 points = $20
250 points = $25
What are easy ways to earn points?
For starters- each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to earn points, or follow us on Instagram and TikTok. Access all the ways to earn under “ways to earn” on this rewards page.
Will I be able to use my points/rewards in-store?
Not at this time, you will not be able to earn or apply rewards points toward purchases in-store. We are working to link our stores with our online site in the future.
Is there a limit to how many points I can earn?
Nope! That’s the best part about being a rewards member! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal sales.
Can I return my order if I redeemed rewards points for a discount?
Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.
I earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward?
If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded to your credit card and the $10 reward credit will be deposited back into your rewards account.
How is my VIP tier determined?
Your VIP tier is determined by the amount you spend in a calendar year (Ex. Jan 1, 2024 – Dec 31, 2024).
To reach:
SoleSaver, you must spend $0 - $149
SoleInsider, you must spend $150 - $299
SoleMate, you must spend $300+
Once you qualify, you will instantly move up and have access to that tier's perks through the rest of the current rolling year as well as the following rolling year. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.
How do I know which Rewards tier I am currently a member of?
When you are signed into your rewards account, your home page will list all of the rewards tiers. Your current tier and perks will be highlighted with a box around it.
What is 'early sale access'?
As a VIP rewards member, you will receive select sale emails ahead of the general public so you get first dibs on all the best sale styles!
How will I know when I have reached a new tier?
When your total points cross a tier threshold you will receive an email welcoming you into the new tier.
Do tiers ever expire?
The first tier, sole saver, never expires. Other tiers may expire because rewards expire after a year if not used.
Do rewards expire?
Rewards expire one year after the date received.
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
Try to refresh your browser.
Try to log out and then back into your account.
Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you still feel like your points balance is not accurate you can contact our customer service team and they will look into the issue for you.
How can I get a birthday reward?
Signing up is easy! Simply create an account by clicking here and enter your name, email, phone number, and password. It’s free to join and you will be signed up to receive emails with insider access to sales, promotions, and all of our newest drops if you opt-in. If you currently have an account- you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points! Add your birthday under ways to earn points on the rewards page. On your birthday we will send you a special discount code via email valid for 30 days from the date of your b-day!
*Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.
I signed up for the Birthday Bonus but I didn’t receive it.
Happy Birthday! We’re so glad that you have chosen to celebrate with us through our rewards program. In order for you to receive your birthday bonus on your birthday, you must register your birthday at least 30 days prior to your birthday. If you have registered your birthday with us and still did not receive your birthday bonus, please contact our customer service team and they will be happy to assist you.
How do I redeem my rewards at checkout?
To redeem your points at checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.
Why can't I log into my existing rewards account?
We got a new look! If you created your rewards account before October 29, 2024, you'll need to create a new password on our site using the same email address. All points and tier status will remain the same.
Payment
What forms of payment do you accept?
We currently accept Visa, MasterCard, Discover, and American Express, PayPal and Apple Pay. Our online store accepts US and Canadian credit cards and valid US and Canadian addresses. All prices shown in US Dollars.
Is it safe to use my credit or debit card on your site?
Yes, havaianas.com is safe. Our website is protected by SSL encryption technology.
Do you charge sales tax on items/orders?
Yes, sales tax will be charged on all orders.
When do you charge my credit card for an order?
All credit cards are authorized at the moment of purchase. However, a credit card is not charged until the items have shipped. If an order ships partially, the credit card will only be charged for the items shipped.
Gift cards purchased online can not be redeemed in store at this time, only on havaianas.com.
Returns & Exchanges
Looking to return? No sweat, we’ve got you covered! Your online order can be returned within 30 days of purchase, as long as it is:
Unworn, has no visible signs of wear
Has the original tags attached
That’s it! Easy, right?
*Please allow 4-5 days for your return to arrive at our fulfillment center. Upon receipt and inspection of your return, Havaianas will issue a refund for the item(s) returned, to the original form of payment.
*Please allow 1-2 weeks of processing time from the time you ship your return, refund processing time may vary depending on your financial institution. Please note your original shipping costs will not be refunded.
How to Return
Click on the "return an item" link, then enter your confirmation number and email and click “start a return.”
2. Select the item.
Select the item(s) you wish to return. Using the drop down menu, indicate the reason for your return. Click Submit.
3. Check your email.
You will receive an email containing the prepaid shipping label and directions for next steps.
4. Print the shipping label.
Follow the link provided in your email to prepare and print your pre-paid shipping label.
5. Pack the item.
Pack the item(s) you wish to return in your shipping container. Item(s) must be shipped with hang tags and in original form, unworn.
6. Ship the package.
Affix the prepaid shipping label to the outside of your shipping container and drop-off the package at any authorized FedEx shipping center.
Exchanges
Unfortunately, we do not offer traditional exchanges at this time. Exchanges must be processed as a return and a new order must be placed for the exchanged items. To start a return, click here.
US Retail Stores Return Policy
Returns are accepted within 30 days of purchase at the original place of purchase. Items must be accompanied by a receipt and in new condition with all original packaging - attached tags and/or shoe box. Refunds will be issued to the original form of payment. Custom product is final sale.
Product not purchased from havaianas.com/us/en
We can only accept returns for purchases made through havaianas.com/us/en. All other requests should be directed to the original place of purchase. Havaianas items purchased outside the United States must be returned in the country where the original purchase took place.
Still have questions? Email us at [email protected] or call 1-877-959-9650 (Mon -Fri 8am-5pm PST)
Click the button to start your return
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.
Non-Returnable items
Certain items may not be eligible for return due to final sale, or other reasons. These items will be clearly marked on the product page.
At Alpargatas USA, Inc., we stand behind our products and quality controls. If for any reason you are not satisfied with a Havaianas product you purchased from havaianas.com or one of our authorized sellers, you may request a refund or replacement product up to 60 days from the purchase date. The Guarantee does not apply to Havaianas-branded eyewear. Please note that because we are unable to control the quality of our products sold by unauthorized sellers unless otherwise prohibited by law, the Havaianas 60-Day Satisfaction Guarantee is not available for products purchased from unauthorized sellers. The Guarantee is also limited to the original, end-user purchaser and is limited to the United States.
How To Claim The Guarantee?
To submit a Guarantee request, please call one of our experts at 1-877-959-9650 or contact us through our Customer Service email at [email protected] and have information available regarding where and when you purchased your product, as well as a receipt and pictures of your product.
You must submit your Guarantee request within 60 days of the date of purchase. Please note that in some instances, you may be required to send the product back to us and, if requested to do so, you may be responsible for costs incurred in mailing the item to us. Please do not mail us any products without prior authorization.
Guarantee Guidelines
We reserve the right to verify information, require a receipt, and to deny Guarantee requests in our discretion in cases of suspected fraud or if customer has abused the Havaianas 60-Day Satisfaction Guarantee.
Our authorized seller on Amazon.com and other select online marketplaces is the Betacom LLC storefront. We do not have any authorized sellers on eBay. If you have any questions regarding whether a seller is an authorized Havaianas seller or how to buy from our authorized sellers, please contact us at 1-877-959-9650 or by email at [email protected].
Source: https://havaianas.com/pages/satisfaction-guarantee
At this time, we do not offer exchanges for Canada orders.
Your online order can be returned within 30 days of purchase, as long as it is:
- unworn, has no visible signs of wear
- has the original tags attached
*Please allow 4-5 days for your return to arrive at our fulfillment center. Upon receipt and inspection of your return, Havaianas will issue a refund for the item(s) returned, to the original form of payment.
*Please allow 1-2 weeks of processing time from the time you ship your return, refund processing time may vary depending on your financial institution. Please note your original shipping costs will not be refunded.
Orders
Once an order has been placed, it cannot be canceled or edited in any way. Our online order processing systems are designed to fulfill and ship orders as quickly as possible once they are placed.
I am a wholesaler and am interested in ordering Havaianas. How do I place my order?
Please send all wholesale requests to [email protected].
Do you backorder?
We do not backorder items. Please visit our website for updated availability.
If your order arrives damaged and you opted in for Route Package Protection, please file a claim here. If you did not purchase Route Package Protection, please visit our Contact Us page.
Shipping
Will you ship to a PO Box?
We can ship to a US PO Box using only United States Postal Service (USPS).
Are there any shipping area restrictions?
We currently ship orders within US and Canada. Our online store only accepts US and Canadian credit cards with valid US and Canadian addresses.
How quickly will my order be shipped?
It takes 2 to 4 business days to process an order. Shipping times depend on the destination of the order as well as the shipping type and carrier.
Will I incur any additional charges to ship to Canada?
There is an additional surcharge for Canada orders over $100. This surcharge will vary by region and products ordered.
US Shipping Options:
Standard Shipping (7-11 business days) - $9.95, FREE on orders $50+
USPS Priority Mail (8-13 business days) - $20
Expedited Shipping (3-6 business days) - $25
*A 2-4 day order processing window is included in above estimates.
Canada Shipping Options:
The Canadian Union of Postal Workers has announced it intends to begin strike activitity on Friday, May 23 at 12:00 am local time. Stay informed at canadapost.ca/negotiations
Standard Shipping (12-19 business days) - $15, FREE on orders $50+
*A 2-4 day order processing window is included in above estimates.
We know how important it is for your items to arrive when you expect them. If you have questions or concerns, please feel free to contact Customer Service by phone at 1-877-959-9650 or via email at [email protected].
Please note:
- Standard Shipping option is only available to the 48 contiguous states (Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming) and Canada.
- USPS Priority Mail is only available to Alaska, Hawaii, Puerto Rico, Guam, Northern Mariana Islands, American Samoa, US Virgin Islands and PO BOX and APO/FPO Deliveries
- Expedited Shipping is available for all 50 United States
- Orders placed on a weekend or holiday will be processed within 2 business days.
- Canada duties and taxes are dependent on address.
Orders over $100 USD will incur duties that will be collected at checkout.
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Package Protection can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Package Protection and looking to file a shipping issue online? File here
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.
All of Route’s policies are listed here
Route definitely helps cover these instances! To protect your order against loss or theft, add Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
If you did not purchase Route Shipping Protection, please reach out to the carrier for next steps on lost, stolen, or damaged packages. Havaianas does not replace or reimburse in these case.
If you purchased Route Shipping Protection at checkout and your order arrives damaged or is lost or stolen, please submit a claim. You can file a claim with Route here.
Contact
Visit our Contact Us page
How do I inquire about employment opportunities?
Havaianas is looking for passionate, talented, and hard working people who want to summer with us all year long. Visit our careers page in the footer to apply on our careers page and put a smile on people's feet!
Promotion Terms
Receive 15% off select styles when you enter the code at checkout. Discount reflected in cart. Offer cannot be combined with any other coupon or discount offer. Promotional products are final sale. Offer valid at https://havaianas.com/us/en only. Offer effective starting 2/2/24 PST while supplies last at Official US Havaianas brand website store. Promotion is not applicable at physical Havaianas US retail store locations. Offer not valid at other websites, department stores or independent retailers. Not valid on previous purchases or for purchase of gift cards. Offer is non-transferable and not valid for cash or cash equivalent. Not redeemable for cash or store credit. No promotional items are eligible for replacement or exchange. Excludes outlet and all collaborations.. Other exclusions may apply. Alpargatas North America reserves the right to modify, or discontinue these offers at any time. By signing up for texts, you agree to automated recurring marketing (including cart reminders) and support messages from Havaianas. You also accept the Terms and Privacy. Consent is not a condition of purchase. Msg frequency varies. Msg & data rates may apply. Text STOP to unsubscribe.
Get 10% off 1 pair or 20% off 2 pairs of regular and sale priced styles. Must enter code at checkout. Limit one per email address. Offer valid at Official US Havaianas brand website store only. Promotion is not applicable at physical Havaianas US retail store locations. Offer cannot be combined with any other coupon or discount offer. Offer not valid at other websites, department stores or independent retailers. Not valid on previous purchases or for purchase of gift cards. Offer is non-transferable and not valid for cash or cash equivalent. Not redeemable for cash or store credit. Excludes Gift Cards, all Collaborations, Outlet, Swarovski and You Milans. Other exclusions may apply. Details of the offer are subject to change.
Free standard shipping on US and Canada orders over $50. Offer valid after discounts and before taxes. Does not apply to expedited orders. No refund for the shipping cost of expedited orders. Offer valid for a limited time only. Offer discount automatically applies at checkout at havaianas.com/us/en. You must select the Standard Shipping option at checkout. Cannot be combined with any other coupon or discount offer. Offer not valid at other websites, department stores or independent retailers. Not valid on previous purchases or for purchase of gift cards. Not redeemable for cash or store credit. Details of the offer are subject to change. Exclusions apply.