Dear Qoo10 Havaianas customer,
We'd like to take this opportunity to thank you for purchasing from us.
My name is Jaime, and I manage our authorized Havaianas team here in Singapore.
I apologize for our poor service this far. I can understand how frustrating and disappointing this must be for you, and we are doing everything we can to solve your problems as soon as possible.
Due to the overwhelming volume of orders we are receiving, we are encountering several unanticipated major issues we are resolving now.
The problems with the wrong sizing was caused by the confusing difference between Brasilian sizing and US/EU sizing, as well as the regular occurrences of footwear often needing to be fitted in person to get the sizing just right. Like most footwear, many of our styles have different cuttings and fit will often vary based on the shape of your foot. If your purchase has not yet shipped, we will try to change the sizing before it is shipped to you. However, if your purchase has already shipped, we are setting up an exchange service at our Ngee Ann City store, Basement1. At the moment, not all products sold on our authorized Qoo10 Havaianas page are available at our Ngee Ann City Basement1 store for exchange, but we are moving very quickly to solve this problem. In about a week's time, we will have a fully stocked exchange center at the Ngee Ann City Basement1 store ready to help you fit your right size and make the exchange as easy as possible.
A very few Qoo10 customers are reporting problems with twisted straps, feeling they may be "defective". Please note that 99.9% of the time, this is because the slippers shipped to you have come directly from our warehouse and have not been unpacked and adjusted yet by our store staff. Twisted straps are natural occurrence from the long 6 month journey and handling from our factory in Brasil, and upon arrival straps simply need to be adjusted and twisted into place by hand, you can try this yourselves or we can do this for you at our Ngee Ann City Basement1 store. If there truly is a "defective" product quality issue, we apologize for this and would be very happy to make an exchange for you.
We have a large group of customers that are still waiting for their orders to ship. Because of the overwhelming volume we experienced, our warehouse and delivery process has not been able to keep up. We have now added additional warehouses and delivery service providers, but this will take a week or two before they are up and running. We apologize for this very long delay.
We also have customers who's earlier orders have not yet shipped, yet other customers who have just purchased recently are already receiving their orders. This is because we are working with several warehouse and delivery service providers, and they themselves also have different coordination issues. We are currently working on this in order to implement a first-come-first-served process.
We have customers who have cancelled orders with us, but due to our own slow processing, the payments and shipments were still made. In this case, please let us know, and we can arrange to have your refund made at our Ngee Ann City store at Basement1.
This is our first experience selling to and servicing Havaianas customers online, and although we are happy with the large volume of customers, we are dismayed and disappointed in ourselves and our inability to give you the good service you are used to and we are known for in our physical stores all these past years. We apologize for this, and we are working as hard and as fast as we can to solve your problems and regain your trust.
Our ambition is to soon make both your offline and online purchase experience as enjoyable and seamless as possible. In the future, we are also working on new ways of making your ownership, use and enjoyment of Havaianas a positive and meaningful one. Please bear with us while we make this exci