Exchanges & Returns | Heatwave Shoes

30-DAY FREE EXCHANGE POLICY* 

Heatwave offers free exchanges 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.
 

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.
  • Goods must be unworn with boxes and tags intact (for bags). Please keep the invoice included in your purchase for verification.
  • Exchanges are subject to size & colour availability.
  • Exchanges for items of lower value are not eligible for refunds.
  • Customers are responsible for all re-shipping & fees for international exchanges.
  • Shoes purchased online are exchangeable via our online store only, subject to 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
  • We are unable to process a refund in place of an exchange. 
  • Items on sale or promotions are not eligible for exchanges or returns.

Please note that an exchange is subject to stock availability and we reserve the right to process the exchange by way of an item(s) of a similar value, refunding via store credit, 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 complimentary exchange can be arranged per order. Subsequent exchanges will be charged accordingly. 

EXCHANGE POLICY

All merchandise must be returned in the original selling condition with exception for defective items.

Once the return items pass our final inspection, we'll process the exchange or return. Unfortunately, items that do not meet the requirements in the policy will be returned and additional shipping charges apply.


FIT

We understand that getting the right fit might be a little tricky for your first purchase. You're most 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 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:

  • Varied texture of material
  • Placement of prints due to the parts 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 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. 

    SHIPPING CHARGES

    Local

    We offer a one-time complimentary couriered exchange OR  free return collection at your preferred shipping address for all local shipments. 

    International

    All re-shipping and returns fees will 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 are not liable for missing or undelivered parcels. Please contact us at customerservice@heatwaveshoes.com for further assistance.

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