Frequently asked questions
When will my order ship?
All orders are processed and shipped Monday through Friday. Orders placed before 11am receive same day dispatch, all orders placed after 11am will be dispatched the following business day.
For more detailed information please see our shipping policy.
Can I return or exchange my purchase?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a refund/exchange, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@itsheatwave.co.nz. Please note that returns will need to be sent at the expense of the buyer.
If you wish to exchange your item you'll need to process your return and purchase the new item separately.
Exceptions / non-returnable items. Certain items cannot be returned or exchanged, these include:
- Custom products (such as special orders or personalised items)
- Personal care goods (such as skin products).
- Gift Cards.
- Sale items purchased in store cannot be exchanged or refunded.
- Sale items purchased online may be exchanged or issued with a store credit.
- No returns on items marked as 'Final Sale'
Refunds:
We will notify you once we’ve received and inspected your return. You’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@itsheatwave.co.nz.
What can I do if you've sold out in my size?
Depending on the product you're after we may be able to get something in for you. Drop us a line at hello@itsheatwave.co.nz and we'll see what we can do!
How do I look after my gear?
Please follow the aftercare instructions on your gear to ensure their longevity. If you have any questions feel free to reach out at hello@itsheatwave.co.nz
How does international shipping work?
International shipping rates are calculated at checkout once you enter your delivery address.
If you are shopping from overseas, we offer VAT free prices. As soon as the items arrive at the destination country, sales tax on imports as well as customs duties and handling costs (if any) will be determined by the respective customs office. The customer is responsible for these fees. By submitting your order and paying you concede to the import regulations of the respective items. Please be aware that import regulations vary from country to country. Please also note that customs duties, sales tax on imports and handling costs that were charged to the recipient by customs cannot be refunded by Heatwave, even if these items are returned. If you have any questions, please contact us.
What can't I check out?
If you can't check out it may be that we're not currently operating in your country or region. Flick us an email at hello@itsheatwave.co.nz and we'll see what we can do for you.