Official store policy

Effective date: October 9, 2026

This policy explains returns, refunds and size exchanges for purchases from jahvio.com delivered within the Philippines.

Philippines return warehouse

Returns for Philippine orders are handled at our warehouse in Pulilan, Bulacan, Philippines. Contact JAHVIO before sending your parcel so we can register the return against your order and provide the full return address, recipient details and packing instructions.

Email info@jahvio.com or use Contact Us. Please use the return instructions supplied for your order.

Return request window

For ordinary returns and size exchanges, contact us within 14 days of delivery. Include your order number, item, selected size and reason for the request.

This voluntary return window and the conditions below do not limit your rights under applicable consumer law for defective, damaged, incorrect or misdescribed goods.

Item condition

For a change-of-mind return or size exchange, shoes must be unworn outdoors, unused and in their original condition, with the box, accessories and protective materials included. Please try shoes on a clean indoor surface.

Custom, personalized, made-to-order, final-sale, clearance, gift-card or hygiene-sensitive items may be excluded from voluntary returns where disclosed before purchase. This does not remove applicable rights for defective, damaged, incorrect or misdescribed goods.

Size exchanges

Tell us the style, colour, size received and size requested. Exchanges depend on available stock and inspection of the returned pair.

We will confirm stock and any delivery charge before arranging the exchange. If the requested size is unavailable, we will discuss an eligible refund or an alternative that you agree to.

Damaged or incorrect orders

If an item arrives damaged, defective or materially different from what you ordered, contact us as soon as you notice the issue. Relevant photos of the item, packaging and shipping label help us review the request.

JAHVIO will arrange an appropriate repair, replacement or refund as applicable. Please contact us before paying to return the parcel so we can arrange the return shipping.

Refund processing

After the warehouse receives and inspects the returned item, we will inform you of the outcome. Approved refunds are sent to the original payment method unless another method is agreed in writing.

Once processed, your bank or payment provider may take 5 to 10 business days, or longer, to post the refund. The exact timing depends on the provider.

Who pays shipping?

Size changes or change of mind: the customer pays return shipping and any agreed delivery charge for an exchange. Original shipping charges are non-refundable, except where required by law.

Our error, defective, damaged or incorrect goods: JAHVIO covers the necessary return and replacement shipping. We will confirm the shipping arrangements before you send the parcel.

How to return or exchange

  1. Contact us: email info@jahvio.com or use Contact Us with your order number, item, reason and requested solution. For a size exchange, include the size you would like.
  2. Receive return instructions: we will register your request and provide the Pulilan warehouse address, recipient details and the shipping arrangements for your order.
  3. Pack and send: protect the shoes and their box, include your order number, and use the agreed shipping method. Keep your receipt and send us the tracking number.
  4. Warehouse review: after receipt and inspection, we will update you and arrange the agreed refund, replacement or available size exchange.

For delivery fees on new orders, see our Shipping Policy.