Exchanges & Returns – Heatwave Shoes

 

NEW! 30-DAY FREE RETURNS* 

Heatwave now offers free exchanges and returns/refunds on all local SG orders - no questions asked! Please ensure that your item fulfils the T&Cs below before contacting our Customer Service Team at customerservice@heatwaveshoes.com.

 

 

EXCHANGE POLICY

At Heatwave, we accept exchanges* if: 

  • Your purchase does not fit (Sizing Issues)
  • You received a defective item 
  • You received an incorrect item

Please ensure that the item(s) is in original condition and packaging, brand new and unworn. All merchandise must be returned in the original selling condition. Items which do not meet our policy will not be accepted and will be returned to you at your cost. A final inspection will be done to ensure that it is in its original condition, followed by processing your exchanges via Email.

 

FIT

We understand that getting the right fit might be a little tricky for your first purchase. You're welcome to exchange your item for the correct size subjected to stock availability! 

 

DEFECTIVE ITEMS

Our sincere apologies for this lapse. A new pair will be sent in exchange if the item is unused. In the event that the design you originally purchased is out of stock, store credits equivalent to the item's price will be issued to your account. 

Please note that the following cannot be considered as defects:

  • Texture of material may vary
  • Placement of prints may differ due to the section of material used
  • Colour discrepancies that arise from viewing resolutions of monitors and screens

    INCORRECT ITEMS

    We are truly sorry for the oversight. The correct pair will be sent in exchange without any additional re-shipping fees. Should the design you purchased be out of stock, store credits equivalent to the item's price will be issued to your account. 

     

    Here's how to make an exchange:

    • Reply to your confirmation email within 30 days from date of purchase
    • Please use the following format -

    Name:
    Order ID:
    Reason for Exchange: Incorrect Size / Defective / Incorrect Item
    Original Purchase:
    Exchanging For: <SKU, Colour, Size>
    *Photos must be included in your email for defective items*

    • Exchanges are to be scheduled within 7 days after our email reply sent to advise on the procedure.

    • All exchanges will be carried out by our delivery couriers at your preferred date and location excluding weekends and Public Holidays.
     

      *Terms and Conditions apply

      • All requests for an exchange must be relayed to us within 30 days of your purchase including weekends. Any request for exchanges thereafter will not be entertained.
      • Goods will have to be unused and unworn in brand new condition with boxes and tags intact (for bags). You will need to retain the Invoice included in your purchase for verification.
      • Exchanges are subjected to size & colour availability.
      • A change in design is allowed with items of higher value - customers will be required to top-up the price difference via Paypal. 
      • If an item is bought on sale, price top-up for a change of design will be required based on sale price and not its original price.
      • No refunds will be given for any price differences if an exchange is made for an item with a lower price value.
      • Customers are responsible for all re-shipping & fees for international exchanges.
      • Shoes purchased online can only be exchanged via our online store and is subjected to online stock availability.
      • In-store parcel drop-offs are not accepted for all online orders.
      • Purchases made via third party providers are not eligible for any exchanges
      • Requests for a refund or gift voucher in place for an exchange will not be entertained. 

       

      Please note that an exchange is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, refunding via store credit, refunding via the original payment method, or any other methods at the discretion of our online store representatives.

      All exchanges are to be completed within one month of your purchase date. Only 1 free exchange can be arranged per order. Subsequent exchanges will be charged accordingly.

       

       

       

      RETURNS POLICY *NEW!*

      Heatwave Shoes now offer 30-days Free Returns for all local SG orders - No questions asked! Please ensure that the following conditions are met for orders to be eligible for returns: 

       

      *Terms and Conditions apply

      • All requests for returns must be relayed to us within 30 days of your purchase including weekends. Any request for returns thereafter will not be entertained.
      • Goods and Shoeboxes will have to be unused and unworn in brand new in its original condition and tags intact (for bags). You will need to retain the Invoice included in your purchase for verification.
      • Each order is permitted to ONE (1) return to our warehouse only. 
      • Customers are responsible for all re-shipping & fees for all local and international returns.
      • Shoes purchased online can only be returned via our online store.
      • In-store parcel drop-offs are not accepted for all online orders.
      • Purchases made via third party providers are not eligible for returns.
      • Please note that we cannot accept returns with Damaged Shoeboxes, hence please arrange for a suitable shipment service when returning your items.

       

      Here's how you can return your item:

      • Reply to your confirmation email within 30 days from date of purchase
      • Please use the following format -

      Name:
      Order ID:
      Item(s) to be returned: <SKU, Colour, Size>
      Returns Option: Store Credit OR Full Refund

      *Photos must be included in your email for defective items*

      • Returns are to be scheduled for a collection within 7 days after our email reply sent to advise on the procedure.
      • All returns will be picked up by our delivery couriers at your preferred date and location excluding weekends and Public Holidays.
      • An email update will be sent to inform you that the parcel has been received and processed within 5-7 business days from date of collection. 
      • You may choose one of the following returns/refunds options: 
        1. Store Credits (available for use in our online store up to 6 months from date of issue)
        2. Full refund to your original payment mode (excluding shipping fees)

      Please refrain from sending us multiple emails as that could delay our response time. Our team will do our best to get back to you soonest within 3 business days!

       

      SHIPPING CHARGES

      Local

      We heard you! Heatwave now offers a (one-time) complimentary couriered exchange OR  free returns collection at your preferred shipping address for all local shipments. 

      International

      All re-shipping and returns fees will have to be borne by our customers. Please opt for a postal service with tracking available to ensure that your returns parcel reaches us safely as we cannot be responsible for any missing or undelivered parcels. Do contact us at customerservice@heatwaveshoes.com so that our team can advise you on postage charges and procedures accordingly.

       

       

       

      Heatwave Shoes reserve the right to accept or reject exchanges/returns at our own discretion.