FAQ's
If you have a question, please consult our list of frequently asked questions before reaching out for assistance.
General, Ordering & Payment
How quickly will Customer Service respond?
Our support team responds within one business day, Monday to Friday.
Can I cancel or change my order after placing it?
Yes, you can cancel or update your order before it is shipped. Once your order has been dispatched, you’ll receive a shipping confirmation email. If you no longer need an item, you can return it within 30 days of delivery.
If you made an error while placing your order, email us at contact@newwaveza.com as soon as possible to request a cancellation. Please note that cancellations aren’t guaranteed but we’ll do our best to assist before your order is processed at the warehouse.
I’m between sizes, what do you suggest?
Our sizing is simple:
- Women’s collection → based on standard women’s sizing.
- Unisex collection → intentionally designed with an oversized fit. If you’re between sizes, we recommend choosing either one size smaller or one size bigger, depending on whether you prefer a slightly tighter or extra roomy fit.
For general guidance, check out our size chart. If you’re still unsure or stuck between sizes, drop us an email at contact@newwaveworldwide.com and our team will help you find the right fit.
How does wholesale ordering work?
In addition to our online store, we also handle wholesale and bulk orders. For wholesale clients, we discuss order requirements and pricing directly, then create a custom order on Shopify for you to review and pay. Once payment is received, we’ll process and fulfill the order as agreed.
Who is responsible for international taxes and duties?
All import taxes, duties, and customs fees are the responsibility of the customer. These charges are set by your country based on the total order value, and unfortunately, we cannot control or waive them.
Shipping & Tracking
Do you offer international shipping?
Yes, we ship to customers worldwide.
How long does it take to process and ship an order?
Orders are packed and shipped within 7-15 business days.
During busy periods, such as sales or holidays, please allow an additional 2 business days for processing.
My tracking says the package is being returned to the sender. What should I do?
If your order is being returned, please contact our team at contact@newwaveworldwide.com. We’ll review the issue, correct any address errors, and arrange to have your order reshipped.
My tracking says “delivered,” but I haven’t received my package. What now?
If your tracking shows as delivered but the package is missing, please email us at contact@newwaveza.com. Our customer care team will investigate and assist in resolving the issue.
Return & Exchanges
What is your return and exchange policy?
We take pride in the quality of our products. If your order arrives with any quality issues—such as stains, broken zippers, rips, tears, noticeable colour differences, or if the product differs significantly from what was advertised—you can request a return or exchange within 30 days of receiving your order. Items must be unworn, unwashed, and have all original tags attached.
- If the issue is due to product quality, we cover the return shipping costs, and refunds are issued to your original payment method.
- If the return is for reasons other than quality issues, you’ll be responsible for the return shipping fee.
How do I request a return or exchange?
Email our customer service team at contact@newwaveworldwide.com to start the process.
How long does it take to process a return or exchange?
Once we receive your returned package, please allow 3–5 business days for us to process your refund or send your replacement.
What if I received the wrong item?
If you were sent the wrong product, please email contact@newwaveworldwide.com with your order number and a photo of the incorrect item. Our team will make sure the correct item is sent to you.