FAQ's
ORDERS
Unfortunately, The Wave Don’t Stop is unable to determine what customs charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by The Wave Don’t Stop. For more in depth information, we would suggest contacting your local customs office.
Apologies you haven’t received part of your order. In some cases, especially during busy periods some orders may be sent out in multiple parts. Please be patient, we can assure you your entire order will arrive shortly. Please check your confirmation emails, if the item ordered is in your confirmation email it will arrive shortly.
The Wave Don’t Stop have got your back! We accept the following payment cards: Visa, Visa Debit and MasterCard. We also accept PayPal payments.
You can rest assured that shopping with The Wave Don’t Stop is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Once you’ve placed you order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox. When our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on the way!
Once you have placed an order you should receive a confirmation email shortly afterward. Your confirmation email may end up in your Junk/Spam folder, so please check this if you cannot find the email. If you have not received your order confirmation email please contact us.
Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receive orders directly and will have already started processing your order.
To make sure you receive your order as soon as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at help@thewavedontstop.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please see our returns policy and follow this process.
DELIVERY
- At the moment we only offer USPS delivery, items should arrive in 4 – 18 business days within the US
- Items outside the US should arrive within 12 – 20 business days
We currently deliver to all countries except for the following:
- North Korea
- Cuba
- Iran
- Sudan
- Syria
- Delivery can take between 4 – 18 business days with the US
- Items being delivered outside of the US take between 12 – 20 business days.
RETURNS & REFUNDS
- Items must be returned within 14 days of receipt.
- Items must be unworn and unwashed.
- Items must have all tags attached.
- Item’s must be returned to our returns centre – 13 Links Avenue, Hertford, SG13 7SR, United Kingdom
Unfortunately, we do not offer free returns. Any returns costs will be at your own expense.
We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of purchase at help@thewavedontstop.com, with images of the faulty product and we will be in touch to resolve the issue.
We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us at help@thewavedontstop.com with the proof of postage information from your return carrier receipt and we will check this out for you.
As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.