Frequently Asked Questions
Product Information
Do your shoes run true to size?
Our shoes generally fit true to size in US sizing. To ensure a perfect fit, please check the size chart provided on each product page.
How can I determine my correct shoe size?
We recommend measuring your foot using our provided size guide and consulting the size chart to determine the appropriate fit.
Should you require further assistance, please do not hesitate to contact us.
Are your shoes comfortable for all-day wear?
Our products are built for all-day wear and tear. We use high-quality materials and construction techniques to ensure they can withstand the demands of your busy day, from work to errands to leisure activities.
How do you ensure the comfort of your shoes?
We ensure comfortable products through extensive prototyping and testing, guaranteeing we launch only items we're proud to offer.
How should I care for my shoes?
Please refer to our Shoe Care Instructions.
Do you have a physical store?
We currently don’t have a physical store at the moment.
Orders & Payment
How do I place an order?
Simply select the items you want to purchase, add them to your cart, and follow the checkout process.
What payment methods do you accept?
We accept the following payment methods:
- Debit card payments and e-wallet payments (Maya, GrabPay, Gcash) via PayPal Express and PayMongo
- Bank deposit through BDO and BPI
- Online bank transfers through BDO, BPI, and GCash.
Can I modify or cancel my order?
To cancel or change your order, please contact us within one hour of purchase. Unfortunately, we cannot accommodate cancellations or modifications after your order has been shipped.
Shipping & Returns
What delivery partners do you work with?
We currently partner with JRS for shipping. Alternatively, you can arrange a pick-up from our Quezon City warehouse using express delivery services like Lalamove, Grab, etc. Specific instructions will be provided via email. Please note that personal pick-ups are not permitted at this time.
How long does shipping take?
We ship out items on Thursdays only. Payments made on Friday to Wednesday will automatically be shipped out on Thursday. However, if it's rush delivery you may contact our customer service at +63 995 388 5637 to request for expedited shipping. Once dispatched, estimated delivery times are as follows:
- 1 day within Metro Manila
- 2-3 days within Luzon (This includes select areas within Metro Manila, specifically Navotas, Las Piñas, Valenzuela, Malabon, and Caloocan.)
- 4-6 days within Visayas or Mindanao
For areas like Batanes it takes 30 days.
What are your shipping costs?
Hayo only ships in the Philippines.
PHILIPPINES
- Metro Manila - 130 PHP
- Provincial Areas - 200 PHP
*Shipping costs are calculated based on the weight of your order and may increase with the addition of more items.
Do you offer international shipping?
We apologize, but we currently don't ship internationally. We're working on expanding our shipping options, so stay tuned!
How can I track my order?
Once your order is shipped, you will receive a tracking number. You can use this number to track your order on our website or the shipping carrier's website.
What is your return policy?
We offer a 7-day return and exchange policy. Exchange requests beyond this period won't be entertained. For specific guidelines, please visit our Return Policy page.
How do I return or exchange a product?
To initiate an exchange, please fill out our Return & Exchange Request Form. Shoes must be unused, undamaged, and in their original packaging together with the receipt or proof of purchase. Once approved, we'll provide you with specific instructions on how to return the item and arrange for a replacement. You'll receive a response from our team within 48 hours.
What are the costs associated with returns or exchanges?
Damaged Items: Hayo will bear the shipping costs for any damaged products.
Return and Exchange Policy: Customers are responsible for the return shipping costs for items that are being returned or exchanged.