COSTUMER CARE

REFUND POLICY

OUR NEW WAVE AMSTERDAM REFUND POLICY

Just don’t worry. That’s our motto.


We offer this:


If you have purchased anything on NEW WAVE, but didn’t :


Receive the right products or sizing, or

Receive your products within the guaranteed delivery time (60 days), you get a full refund from us.

Paid with Paypal? Check our “Returns” page.

However we cant give you full refund under the following circumstances:


Your NEW WAVE order didn’t arrive due to factors within your control (for example you provide us with the wrong shipping address. Duh.)

Your NEW WAVE order didn’t arrive due to one or other circumstances outside the control of NEW WAVE (for example: not cleared by customs, a tornado or other natural disasters).

Your order has been placed at a discount or within a sale. In this case you can still swap your order amount for other products.

Want to Refund your order?

Returns/Refunds or exchange items are accepted up to 14 calendar days after receiving your order. Just sent the product back in its original condition.


Please send us an e-mail (click here), and we will send you all the information you need to proceed with the return of the goods.


Submit your refund request within 14 days after you received your order. Just contact us at info@new-wave.amsterdam.

SHIPPING & RETURNS

SHIPPING & RETURNS BY NEW WAVE AMSTERDAM


QUICK SCAN


 FREE SHIPPING ON ALL ORDERS

 NO HASSLE RETURNS 

 24/7 CUSTOMER SERVICE

SUMMARY

The Free delivery is offered to almost all countries worldwide

Your order will be shipped directly from our supplier in Asia. Want to know why? Check here

The delivery times vary per country. This depends mostly on the time it takes for customs and the local post carrier to deliver you package.

The delivery from our manufacturer may take 1-3 business days to dispatch.

Questions? We have a real people at our customer care in place to answer all your questions.

Our deliveries are handled by our third-party companies, this means they might ship the products one or two days later than we plan. It also means that we can’t guarantee that the products are being delivered on the day we plan.

THE NEW SKOOL SHIPPING METHOD

NEW WAVE makes you enjoy free world wide shipping. We ship to almost all countries worldwide. All our products have free shipping at NEW WAVE. The new skool shipping method means that we ship directly from our supplier to you.


Want to know why? Learn more about the new skool shipping method right here: new-wave.amsterdam/how-it-works

FAQ

QUESTIONS WE GET A LOT GENERAL


Where are you based?

NEW WAVE is based in The Netherlands, Amsterdam. However, we work with the New Skool shipping method. This means that we ship directly from our supplier in Asia. Want to know why we do this? Check here


I want to contact you. How can I get to you?

No worries! We are directly contactable through our chat or at info@new-wave.amsterdam


I emailed customer service, how long will it take them to respond?

For email, expect a response within 24-48 hours from our representatives. Our representatives are available Monday till Friday.


Will you restock sold out items?

Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.


QUESTIONS ABOUT SHIPPING & ORDERING


Which countries do you guys ship to?

We ship all to almost all countries for free. Please contact us at info@new-wave.amsterdam if your country isn’t available in our list. We might be able to fix something for you!


Is the free shipping really free?

Yes our shipping is absolutely free. All the shipping estimates provided at checkout are based on average shipping times to your country. However we want to let you know that there are multiple factors which may impact delivery times.


Due to this please allow 1-7 days extra patience for the delivery (during busy periods e.g. holidays, customs can take a bit longer). If you have any questions about your order or this process. Feel free to contact us.


What is the express shipping method?

Want to get your package as soon as possible? If you choose the express shipping option, you will receive your order within 2-7 business days. However, please notice that you will not receive the shipping costs back, when you return your package.


How do I track my order?

Once your payment is finalized and your order has been processed, you will receive automatically information about your order.


Hey! I haven’t received my order yet, what shall I do?

Please just contact our customer service at info@new-wave.amsterdam. They are more than happy to update you on your order and the estimated delivery date.


Do I have to pay some duties or taxes?

We have some good news! Because we work with very close with our supplier, there is almost a zero chance that your order will have any additional fees added after you have paid for your item and it has been shipped.


However, in the extremely rare chance (mostly with wholesale orders) that this may happen, NEW WAVE is not responsible for any duties or taxes added to your order in the destination country, these are fully the responsibility of the buyer. If there is any issue with this. Please just contact us, we might find a solution for you.


Hey my garment has arrived damaged, what now?

Again, just contact us at info@new-wave.amsterdam and we will immediately resolve your issues.


RETURNS & REFUND


What are the return conditions?

Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.


I want to return something. What should I do?

Returns are accept on all items for any reason, as long as item & packaging is returned in perfect condition. You can also contact us at info@new-wave.amsterdam to arrange your return.


How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 days after receiving.


Can I cancel or change my order?

In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.


I have placed an order during the sale. Can I return my order?

All orders placed during sale or discount are final and are therefore not possible to be returned.


I am missing an item in my received order. What now?

Don’t worry if you have an item missing in your received order. To ensure you the most optimized shipping time possible, orders are occasionally shipped out separately to your doorstep.


PAYMENTS


What payment methods do you accept?

We accept secure payment through Paypal, IDEAL, Stripe, Bitcoin, Bancontact, Giropay and accept all major credit and debit cards through our secure payment gateway.


What about Western Union or bank transfers?

Sorry, we don’t accept Western Union or bank transfers.

REFUNDS

Returns or exchange items are accepted up to 14 calendar days after receiving your order.


This is how it works:


Please send us an e-mail (click here), and we will send you all the information you need to proceed with the return of the goods.

As soon as we receive your return, we will make sure to handle your request.

Do I need to pay for the return?

We have free returns with Paypal. Didn’t pay with paypal? Then you are responsible for the return costs.


Got Questions? Just contact us at: info@new-wave.amsterdam. We are happy to help 🙂


Want to return shipping refunded when you used PayPal on our website? Just click here to activate the Paypal Service.


Already activated this? Click the button below and get your refund.

PAYMENT METHODS

PAYMENT METHODS AT NEW WAVE AMSTERDAM

NEW WAVE has a few payment methods.


Our payments methods include PayPal, Credit cards, Bitcoin, Sofort, Bancontact, Giropay and IDEAL.

TERMS OF PAYMENT

TERMS OF PAYMENT

How much is it in my currency?

Debit operations are made in Euro’s €. The price of your order or the product is estimated at the exchange rate of the Central Bank of Europe. This means that the total sum may differ from the sum indicated on our website due to the differences in currency rates of the acquirer bank and the issuing bank. The total amount in your currency will be visible at the end of the checkout. 

Didn’t find the answer you needed? Just leave us a message and we will get back to you.

Hit us up here: info@new-wave.amsterdam

Opening hours: 24 hours a day 365 days a year