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answers to FAQs
SHIPPING AND DELIVERY
What countries do you ship to?
Northwave ships worldwide.
Which courier is assigned the shipment?
We rely on DHL for all our shipments.
The customer will be provided with the tracking number to know the status of the shipment.
What are the delivery times?
All orders are normally processed in 1 business day.
Delivery times vary depending on the country of destination.
For Italy 1-3 working days.
For the EU 3-5 working days.
For the rest of the world 3-7 working days.
How much does shipping cost?
Shipping is free for orders over €99 in Europe.
Calculate actual shipping costs by country on the checkout page.
Are there customs and/or import fees?
For non-EU countries must be paid separately to the courier the customs and/or import fees. These costs are not calculated in the total of the Order, but will be charged when the package reaches the country of destination, so the additional costs related to customs clearance are the sole responsibility of the customer.
RETURNS AND REFUNDS
Can I return a product?
You can return a product purchased on northwave.com within 14 days of receiving the goods.
Products must not have been used and must be returned with their original packaging.
How do I return a product?
To return a product you can use the prepaid return label you found in the package. Otherwise, contact us to get another one.
Drop off your package at a DHL collection point or arrange a pickup at your home or office.
If you are shipping from a non-EU country, please provide the courier with an invoice.
How much does the return cost?
If you use our DHL prepaid label at the time of refund we will withhold €5 for returns from Italy.
€15 for returns from the EU.
€30 from European non-EU Countries, North America, Asia.
€50 from South America, Central America, Africa, Oceania.
For returns from non-EU countries, any customs and/or import charges may be deducted from the refund.
Can I change size ?
Please note that you can contact us and request a size change.
In case you have placed a new order to change size, you will not be deducted the cost of returning the returned product.
When will the refund be issued?
We take up to 14 working days to issue a refund. Despite this you should normally receive it within a few days of us receiving your return.
Where will I receive my refund?
We will issue the refund to the same payment method as the order.
Please note that the timing of re-credit amounts may vary depending on the bank that issued your card.
ORDERS
What payment methods are accepted?
Payment methods accepted are Credit Card and Paypal
I received an incorrect or missing item.
Please contact us with your order number.
We will be happy to help you.
How do I track my order?
You can check your order status in your account or check your emails. We keep you informed constantly!
PRODUCT INFO
Will the item come back available?
If an item is out of stock, please enter your email address on the product page to be notified as soon as it becomes available again.
How do I choose the correct size?
Inside each product page you can see the size table.
Scroll down to see all the categories.
If you have any further questions please contact us.
How can I clean my shoes?
We have created a special guide. Read it!
Can I get more technical information about a product?
You can find technical information on each product page under the "details" section.
If you need more information, please contact us.
WARRANTY
How does the Northwave warranty work?
All of our products are covered by a 2-year retailer's warranty for any type of manufacturing fault.
This means that for purchases made on northwave.com you can open a claim directly with Northwave.
Open a complaint.
I purchased a product from a retailer, how can I proceed?
If you have purchased a Northwave product from a retailer you must contact the retailer for further assistance.
Only the store where you made the purchase can open a claim. Northwave cannot handle returns or repairs of products not purchased on northwave.com.
Do you offer a repair service?
Please note that Northwave offers a repair service for a fee.
Products with manufacturing defects will be repaired or replaced free of charge (if purchased on northwave.com), otherwise you will need to purchase the repair service.
Here you can find our spare parts, so that you can solve by yourself some problems related to your shoes.
B2B AND TEAMS
How can I become a Northwave dealer?
Contact us! Send us your company details, one of our sales managers will get in touch with you.
How do I apply for a sponsorship?
Contact us! Send us a brief introduction of you or your team, if interested we will get back to you.
Do you offer a custom clothing service?
Northwave offers a custom apparel service with a dedicated office.
Contact us through the Custom Project.