FAQs

Answers to the questions we get most. If yours is not here, email us and a person will help.

What does Haviera sell?

Shoes for women and men: sneakers, loafers, boots, heels, flats and sandals. We select on how a pair wears through a full day, and on whether it works with clothes you already own.

How much does shipping cost?

Shipping is free on every order within the United States, with no minimum spend. Tracking is included on every order.

How long will my order take?

Orders are processed within 1 to 2 business days, Monday to Friday. Delivery takes another 3 to 7 business days, so most orders arrive within 4 to 9 business days of being placed. These are estimates rather than guarantees, and public holidays and busy periods can add time.

Where do you ship?

We currently ship to addresses within the United States only, and shipping is free on every order.

How do I track my order?

You receive an email with your tracking number as soon as your order is dispatched. If you cannot find that email, check your spam folder first and then contact us with your order number.

How do I find my size?

All our shoes are listed in US sizing. Our Size Guide shows how to measure your foot and convert from EU or UK sizes. If you are between sizes, go up rather than down. Still unsure? Email us the size you normally wear and the style you are looking at, and we will tell you what we would order.

What is your return policy?

You can request a return within 30 days of the delivery date. Shoes need to be unworn outside, undamaged, and in their original box with all tags attached. Email us with your order number and we will reply with return instructions and the return address. Please wait for approval before shipping anything back. Please note that sale items and items bought with a discount code cannot be returned unless they arrive damaged or defective. The full terms are in our Returns and Refund Policy.

My shoes do not fit. What now?

Start a return within 30 days and we will help you swap for another size where that size is available. Getting the fit right is the most common reason people contact us, so tell us what felt wrong and we can point you to a better match.

How long do refunds take?

Approved refunds are issued to the original payment method within 7 days of us receiving and inspecting your return. Depending on your bank it can take a few more days for the money to appear.

Do you offer exchanges?

Yes. Email us within 30 days of delivery with your order number and the size or color you would prefer, and we will tell you how to proceed. As with returns, the return shipping for an exchange is paid by the customer unless the item arrived damaged, defective or incorrect.

What payment methods do you accept?

We accept the major credit and debit cards along with the digital wallets shown at checkout. Payments are processed over an encrypted connection and we never store your card details.

Can I change or cancel my order?

Because orders move to fulfilment automatically, they cannot be changed or cancelled once placed. Please check your details before completing your purchase. If something is wrong, email us straight away and we will do what we can.

My order says delivered but I have not received it.

Check with neighbours and around the property, then contact the carrier directly to open an investigation and forward their confirmation to us. Claims submitted more than 7 days after the delivery confirmation cannot be reviewed.

My order arrived damaged or incomplete.

Email us within 30 days of delivery with your order number, a photo of the packaging if it is damaged, a photo of the packing slip if items are missing, and a short description. We will arrange a replacement or a refund at our cost. If the outer packaging is damaged but the shoes are fine, we cannot issue a replacement or refund.

How do you handle my personal data?

We only use your details to process and deliver your order and to answer your questions. We do not sell or rent your data. Our Privacy Policy sets out what we collect, how long we keep it and how to contact us about it.

How do I contact you?

Email support@haviera.com. Monday to Friday: 9:00 AM to 6:00 PM. Saturday and Sunday: 10:00 AM to 3:00 PM. All times are Eastern Time. We reply within 24 hours on business days.