FAQ

At Wave Texture, we're dedicated to ensuring a premium experience for all our customers. If you encounter any issues, don't hesitate to contact us. We believe mistakes are part of being human, and we're confident we can resolve them together.

To streamline this process, please refer to our FAQ sections below.

If your question remains unanswered, feel free to initiate a chat directly through WhatsApp or email us at sales@wavetexture.com. Thank you for your cooperation.

We want you to be completely satisfied with your purchase. If for any reason you are not, we offer hassle-free returns within 14 days of receipt for all unworn & undamaged items. If your item was lost or damaged during transit, please contact us so we can rectify the issue.

Important note regarding international returns: Due to tariffs imposed on international imports and exports, we regret that we are unable to cover the additional duties for products returned internationally. However, we are fully committed to assisting you and will endeavor to provide the most cost-effective method to facilitate the return process.

In order to process returns smoothly, we kindly ask that you notify us of your intent to return a product before sending it back to us. Upon receiving your notification, we will issue a return delivery label to facilitate the process.

Important: returns sent without prior consent will not be accepted and will remain at the risk of the client.

If you wish to return a product due to incorrect sizing or a change of mind, please follow these steps:

1. Ensure your item meets our returns criteria:

   - The item is in its original condition, unworn, and unwashed, with all accompanying tags and packaging.

   - The return request is made within 14 days from the date of arrival at your address.

2. Contact us at sales@wavetexure.com and provide the following details:

   - Order number

   - Full name

   - Email used for the purchase

   - Address

   - The item(s) to be returned

3. We will create a return shipping label for you to print and attach to the outside of your package.

4. Securely seal your returns package and affix the printed returns shipping label.

5. Post your return. Depending on the carrier receiving your package, you may need to drop it off at a post office or arrange for a carrier pickup from your address. Please keep a record of the drop-off and tracking number, and kindly forward the tracking number to us.

6. Once our team receives and accepts the return, your refund will be processed via the original payment method. Alternatively, we can issue your refund as store e-credit if you prefer.

Thank you for your cooperation.

You are welcome to exchange any items purchased with us. Please note that exchanges are subject to availability. If the item you wish to exchange is a limited edition product and no longer in stock, we may not be able to process the exchange.

Please note that exchanges only apply to items that have been unworn, unwashed and kept in original condition with all original packaging and tags.

Orders are meticulously processed Monday through Friday. Any order received before 2 PM Central European Time will be promptly handled on the same day.

Orders placed after this time will be attended to on the following business day.

Orders placed on the weekends will be expedited first thing Monday morning to ensure delivery the following week.

International Time Reference:
For our valued customers located internationally, please note that 2 PM CET translates to:

- 5 AM in Los Angeles
- 8 AM in New York City
- 3 PM in Istanbul
- 8 PM in Hong Kong, Taiwan, and Shanghai
- 9 PM in Tokyo
- 10 PM in Sydney

At Wave Texture, we deeply value your interest and endeavour tirelessly to ensure the provision of exceptional service. Should you have any further inquiries, please do not hesitate to contact us.

We're located in Paris France.

Currently we offer complimentary shipping in the EU & US.

This includes:

• The cost of expedition
• Duties
• Tracking
• Insurance

Note: if you're located within Paris you may choose local delivery at checkout. Please make sure to include your telephone number in you order's information.

For other locations: please contact us at sales@wavetexture.com with your product of choice & size, we will assist you in finding the most cost-effective shipping options.

Customs and import duties are dependent on each country's laws and regulations.

Please research the customs and import laws for your country to determine any relevant customs fees.

Should you have any questions regarding customs, please contact us at sales@wavetexure.com.

Once your order has been dispatched, you will receive an email containing your order details and a tracking number.

If you have not received a shipping confirmation within 48 hours, please check your spam folder in your mailbox. If it still has not been received, please contact us at sales@wavetexure.com.

We apologise in advance for any inconvenience caused.

We currently accept:

• Paypal
• VISA
• Mastercard
• Amex

Please contact us through our email sales@wavetexure.com to purchase one.

Your gift card will be emailed to you within 24 hours and is immediately available for use. Gift cards have no expiry date.

Please note that gift cards are non-refundable.

During checkout you will have an option to pay through gift card - simply enter the unique code at checkout and the gift card amount will be deducted from your order.

If the value of your gift card is more than the value of your order, the remaining amount will be available to use for future purchases.

Please notify us as soon as possible by WhatsApp or email at sales@wavetexture.com ensure you have your order number on hand to expedite the processing.

We will make every effort to accommodate your request. However, we cannot guarantee that your order will be cancelled if it has already been dispatched.

Please send an email to sales@wavetexture.com as soon as possible with your order number and your amendment request.

We will make every effort to accommodate your request. However, we cannot guarantee that your order can be changed if it has already been dispatched or if items are sold out.

Please contact us immediately at sales@wavetexture.comand include your order number and correct address details.

We will attempt to contact the courier to divert the delivery. However, once an order has been dispatched, we are no longer able to change the delivery addres

You will receive an automatic email confirmation following your purchase.

Please note that this email may be found in the junk / spam folder of your email provider.

If you still have not received an email and funds have been deducted from your account, please contact us sales@wavetexture.com.

Each dispatched order includes a detailed packing list summarising the items purchased and packed. If a product you ordered is missing from the packing list, it may be due to the item being out of stock.

In such cases, you will receive a notification email, and the refunded amount will be credited back to your account. Please check your junk/spam folder if you don't find the email in your inbox.

If you haven't received any email notification but are still missing an item, please contact us immediately with the following details:
- Your order number
- The missing item(s)

We will promptly investigate the matter and work to resolve the issue for you.

If your package has not been received within the expected delivery window, please take the following steps before contacting our customer care team:

1. Check your email for confirmation that your order has been dispatched. Please also check your junk/spam folder for this confirmation.
2. Utilize the tracking information provided in your dispatch confirmation email by following the relevant link.
3. Look out for any emails, phone calls, or attempted delivery cards from our courier partners. Your parcel may be held at your local depot awaiting collection or redelivery.
4. Confirm that nobody at your address has accepted the delivery on your behalf.