Refund policy

RETURNS AND EXCHANGES POLICY

Thank you for choosing WAYVE as your ethical fashion destination, we hope you’re completely satisfied with your purchase. If for any reason you are not pleased with your order, we offer a 14 days free returns policy, from the day of receiving your parcel.

To Start a return kindly head to the: Returns Portal or login to your account to begin the return process.

Please review our returns & exchanges policy in the instructions below.

EXCHANGES POLICY:

  • We offer free exchanges for orders within the UAE only. International orders are not eligible for exchange.
  • Exchanges can happen for a choosing a different size of the same item only. 
  • We do not exchange items for a different color or a different style/category, otherwise it will be refunded.
  • Exchanging the same item for a different size can only be done once.
  • The exchange process is initiated once the item is checked and approved.
  • Items can be exchanged within 14 days from the delivery date, and must be kept in their original condition, have not been worn, altered or washed, with tags attached, and odor free. Exchanges made later than the eligible period length will not be accepted, and the item will be returned to the sender.
  • WAYVE reserves the right to refuse the product if the item does not meet our standards.
  • Please make sure to include all item boxes and dust bags with your return.
  • Items must be returned in one parcel. We reserve the right to refuse multiple returns from one order sent at different times.
  • Exchange shipments must be made using the original delivery service, unless provided otherwise by the client for particular cases.
  • To start an exchange kindly head to the: Returns Portal

RETURNS POLICY

  • Items are eligible for return within 14 days of receiving your parcel free of charge. We do not accept returns after the eligible period length.
  • Items must be kept in their original condition, unused, with all tags and packaging intact, without any visible signs of wear, pulls, snags, stretching, stains or odor.
  • WAYVE reserves the right to refuse the product if the item does not meet our standard.
  • The return process is initiated once the item is checked and approved.
  • We can only accept and offer returns from the original country to which an order was shipped. For example, orders delivered to the United Kingdom must be returned from the United Kingdom. Otherwise, the return will incur delivery and import fees charged by the customer.
  • Your refund will be credited to the original payment method.
  • You can alternatively choose to receive store credit for the refunded amount, which you can redeem on future purchases, valid for one year.
  • Shipping costs and import duties will not be refunded in case of returns.
  • For international orders, we are not responsible for the difference in exchange rate incurred upon refunding the amount.
  • Insurance and handling fees will not be refunded in case of returns.
  • Return shipments must be made using the original delivery service, unless provided otherwise by the client for particular cases.
  • When returning items that arrived in several separate parcels, please carefully pack them into their original packaging. Kindly use the individual labels for each parcel.
  • Items marked as final sale are not eligible for a return.
  • Made to order items are not eligible for a return.
  • Refunds may take up to 2 weeks at least to be completed and reflected on your account.

INSTRUCTION FOR RETURNS

1. For Existing Customer Accounts:

  • If you have an account with us, you can access it through https://account.wayveluxury.com by using your credentials to login and begin the process.
  • Select the item(s) you wish to return. Then choose a reason from the dropdown menu. You must complete this step in order to generate and print the return label. Returns must first be approved from our side before an AWB is generated.
  • We will send you an e-mail confirming the approval of the return with the AWB label. Kindly print this label. Alternatively, you can keep monitoring the status of the return on the returns portal where the return label will also be available once approved. 
  • Place your item(s) in the original packaging and attach the return label. If you wish to drop your parcel off at an Aramex store, kindly let us know by e-mail in advance, and check https://www.aramex.com/ae/en/find-aramex-office for the one nearest to you.
  • When arranging your pickup, you will need to provide the Waybill number shown on your label. You can find it below the first barcode.
  • If you’re having difficulty returning the item, please contact us at: care@wayveluxury.com

2. For Customers Checked Out As Guests: 

  • Simply access the Returns Portal link here.
  • Fill in your Order ID and the associated e-mail or phone number to find your order.
  • Select the item(s) you wish to return. Then choose a reason from the dropdown menu. You must complete this step in order to generate and print the return label. Returns must first be approved from our side before an AWB is generated.
  • We will send you an e-mail confirming the approval of the return with the AWB label. Kindly print this label. Alternatively, you can keep monitoring the status of the return on the returns portal where the return label will also be available once approved.
  • Place your item(s) in the original packaging and attach the return label. If you wish to drop your parcel off at an Aramex store, kindly let us know by e-mail in advance, and check https://www.aramex.com/ae/en/find-aramex-office for the one nearest to you.
  • When arranging your pickup, you will need to provide the Waybill number shown on your label. You can find it below the first barcode.
  • If you’re having difficulty returning the item, please contact us at: care@wayveluxury.com

DAMAGED/FAULTY ITEMS:

At WAYVE, all products go through meticulous quality control to detect any manufacturing defects. If you have received a faulty garment, please email us with your order number along with pictures of the defect to care@wayveluxury.com

A faulty item claim must be made within 48 hours of receiving the item. A claim made after this period will not be accepted. 

Once the item is returned and approved, we will provide you with either a replacement or a refund. Please note that items perceived as damaged due to wear, are not considered to be faulty.

CANCELLATION POLICY

Unfortunately, no cancellations or changes can be made once an order has been placed. 

However, some orders may be cancelled by our system due to various reasons, such as:

  • Unavailable item(s).
  • Difficulty processing your payment information.
  • Inability to ship to the address provided.
  • Duplicate order placed.

If your order is cancelled by us, we will be informing you via e-mail and you will be immediately refunded.

DUTIES AND TAXES

All duties and taxes are paid by the customer upon arrival in the country of destination. In case of a return, duties and taxes are non-refundable.

IMPORTANT INFORMATION

Refund Processing Time: Please allow a minimum of 2 weeks’ time for your return to be processed and for the refund to appear in your account.

DISCLAIMER: WAYVE is not responsible for any lost, damaged or stolen package once it is shipped from our facility. In case your parcel did not arrive at the expected date, please contact our customer care team on: care@wayveluxury.com