1. Are the products you sell authentic?
We are committed to providing consumers with authentic Northwave products sourced through official channels. Product details, specifications, and stock availability are as displayed on the website.
2. Which countries do you ship to?
We primarily provide shipping services within Europe. The specific countries and regions we ship to are displayed at checkout.
3. How long does delivery take?
Standard delivery typically takes 3–8 business days.
Order processing time is usually 1–3 business days. Actual delivery times may be affected by the shipping carrier, holidays, weather conditions, and other unforeseen factors.
4. What is the minimum order value for free shipping?
Orders of €100 or more qualify for free standard shipping.
For orders under €100, the specific shipping cost will be displayed at checkout.
5. Can I track my shipment?
Yes.
Once your order has shipped, we will provide tracking information if the carrier offers this service. You can use this information to check the status of your package.
6. Can I change my shipping address?
If your order has not yet shipped, please contact us as soon as possible to request a change.
Once an order has shipped, we generally cannot guarantee that the shipping address can be changed; therefore, please ensure your shipping information is accurate when placing your order.
7. Can I cancel my order?
If your order has not yet shipped, you may contact us to request a cancellation.
If the order has already shipped, direct cancellation may not be possible; in this case, you may process a return in accordance with our return policy.
8. What should I do if the item I received has a quality issue?
If you receive an item with a quality issue, please contact us as soon as possible and provide the following:
* Order number
* Photos of the item
* Description of the issue
* Photos of the packaging and shipping label (if necessary)
We will verify the situation and provide a solution in accordance with applicable consumer protection laws.
9. What should I do if the item I received does not match my order?
If the item received does not match your order, please do not use the item and contact us immediately.
Please provide your order number and photos of the item; we will verify the order details and assist you in resolving the issue.
10. Can I return items without a specific reason? For orders subject to EU consumer protection laws, consumers generally have the right to withdraw from the contract within 14 days of receiving the goods, subject to statutory exceptions.
Returned items should be kept unused and in their original condition, with packaging intact.
11. Who pays for return shipping?
When consumers exercise their statutory 14-day right of return (no-reason return), the direct cost of return shipping is generally borne by the consumer, unless we explicitly state otherwise or applicable law dictates otherwise.
If the return is due to product quality issues, incorrect items being sent, or errors on our part, we will handle the associated costs based on the specific circumstances.
12. How long does a refund take?
Once we receive the returned item, we will inspect it and process the refund.
Refunds are typically issued to the original payment method. The actual time it takes for funds to appear in your account depends on your bank, payment provider, and the specific payment method used.
13. Can I return an item after wearing it?
We recommend trying on items only indoors in a clean environment.
If an item shows signs of use, wear, staining, or damage, it may affect the return process or the refund amount. Specific cases will be assessed in accordance with applicable law.
14. How do I request a return?
Please contact us via our customer service email first:
[JeziorowskaDominikowska482@gmail.com]
Please include your order number, product details, and the reason for the return in your email.
Once you receive return confirmation and the return address, please ship the item back according to the instructions provided by customer service.
15. Will out-of-stock items be restocked?
Some items may be restocked, depending on inventory and supply availability.
If you are interested in a specific item, please contact us for the latest stock information.
16. What payment methods are accepted?
Available payment methods are those displayed at checkout.
Payment options may vary by country or region.
17. What should I do if my payment fails?
Please verify that your bank card details, account balance, and payment information are correct.
If the issue persists, please try an alternative payment method or contact our customer service team for assistance.
18. Will I receive an order confirmation email?
Generally, an order confirmation will be sent once your order has been successfully submitted.
If you do not receive the email, please check your spam or promotions folders. If you still cannot find it, please contact us and provide your order details.
19. When will customer service respond?
Customer service hours are generally:
Monday to Friday: 09:00–18:00
We typically respond within 1–2 business days of receiving your email.
Delays may occur on weekends and public holidays.
20. How can I contact customer service?
You can contact us via the following email address:
[JeziorowskaDominikowska482@gmail.com]
If you are inquiring about an order, please include your order number in the email so we can process your request more quickly.