Here, we answer your burning FAQs. If there is a question that is not answered here, please chat with us and we'll assist you as best as we can!
For more information on ordering & shipping, click here.
How can I order?
Browse, add items to cart & check-out! It's as simple as that.
To order, click on your item from our product listing, then select your preferred colour, size and quantity. When ready to check-out, click on "view cart" at the top right hand corner of the page to enter a promo code (if any) then click on "Proceed to Checkout". Payment can be made via credit or debit card. Our courier will send the parcel to your shipping address and local deliveries to Singapore addresses are free! We do ship internationally too, check out our shipping rates here.
Can I place my order with you via phone?
We apologize that no, unfortunately, we cannot place an order on your behalf or in advance as monetary transactions are involved. That said, we do love speaking with our customers so if you require any help with the ordering process, we will be happy to walk you through it.
Why is your shop's currency only reflected in SGD and CNY?
The currencies reflected are only for reference purposes and are offered as a gauge. All purchases will be charged in SGD and are subjected to your bank's prevailing exchange rate.
What are your payment methods?
Payment can be made via credit / debit card or Paypal - don't worry, it's safe! We handle all matters pertaining to security and privacy very seriously hence please be reassured that all credit card details will be safe with us. All charges are reflected in SGD and is subjected to your bank's prevailing exchange rates.
Why am I unable to select a size after picking a colour?
Ah, that would probably mean that the item you're interested in is out of stock. Do tap on "Notify Me" and indicate your email if you would like to be informed should item come back in stock.
The colour options do not reflect that of the image.
Colours might differ slightly from each screen hence the disparity but please refer to the images provided - that should reflect the truest to colour of our shoes and bags.
How can I enter a discount code?
After adding items to cart, go to your cart on the top right-hand corner of the site and click on "View Cart". Scroll to the bottom and you should find a field for you to enter those discount codes! Our apologies that we are unable to amend or refund any orders to reflect a discount once it has been submitted.
Your sale items are not available in stores?
That's right. Sale items on www.heatwaveshoes.com are online exclusives, as are our promotions or discount gift codes. Online shopping is the way to go!
Are my orders confirmed once payment is made?
Yes, all orders are confirmed once the transaction is approved and an automated confirmation email will follow shortly. In the case where the item goes out of stock, we will inform you via your order confirmation email where you can opt for another design of the same price or a refund.
*Please do not navigate away from the site while your order is being processed. We seek your patience while the page is being loaded and kindly request that you do not click on "Place Order" twice, otherwise a second order might be made. No refunds or cancellations will be allowed on your orders.*
We urge all customers to be patient while the order is being processed so that double payment will not be made. Customers are advised to check if they've received a confirmation email as an automated email will be sent immediately once an order has been made.
Can I amend my order?
Please contact us soonest and we will assess the situation on a case-by-case basis. Unfortunately, we do not accept cancellations of orders.
For more information on ordering & shipping, click here.
When will I know if my items are being shipped?
You will receive a first order confirmation email when your purchase is made. Once the order is ready to be processed, you will receive a second email on shipping. The parcel should then reach you in 1-2 working days. A sms with tracking number will be sent to you (if a mobile number is indicated) on the day of delivery as well.
Why is my order status still "Processing"?
We're in the midst of processing (ie, packing and picking up your purchases and scheduling it for delivery), hence the order status is reflected as such! Once it is ready to be shipped, it will be changed to reflect "Complete". Please allow 24-48 hours for the information to be updated.
My order was marked as "Complete", but I've not received it.
Once your parcel has been scheduled and dispatched for shipment, the order status will be changed to reflect the completion of your order. Your package will most likely be delivered on the very day or the next for local (SG) orders, and by 5-10 working days for international orders.
How long will my items take to arrive for local orders (Singapore)?
All orders are usually processed and shipped within 1-2 working days. Orders placed on a weekend or public holiday will be processed on the next working day (Monday - Friday). However, please allow for an additional 5-7 working days during sales, festive seasons (CNY, X'mas etc) or promotional periods (GSS, Black Friday etc).
How long does shipping take for international orders?
International orders (except for Peninsular Malaysia) are shipped via DHL Express and will reach the recipient in approximately 5-7 working days once shipped. Please allow for an additional 1-3 working days for us to process your orders. You can refer to shipping rates here.
From 1 Aug 2016, orders from Peninsular Malaysia (all states except for Sabah and Sarawak) will reach the recipient in approximately 5-7 working days anytime between 9am - 10pm. Please allow 1-3 working days for us to process your orders, and an additional 5-7 days if the purchase is made during promotional periods.
Working days are from Monday to Fridays, excluding Saturday, Sundays & Public Holidays in Singapore.
How can I track my orders?
A tracking number will be provided for international shipments. For local deliveries, an sms will be sent with tracking number provided and our courier will deliver your parcel right at your doorstep with signature proof required. Customers can log in to their account to check on the status of their orders. For guest purchases, we'll be happy to assist with this via email.
Do log on to www.ifleet.asia to track your parcel.
Does delivery include Saturdays?
Our delivery schedule is from Monday - Friday for local orders in Singapore. For international orders, it will be subjected to your country's postal service.
Can I choose my delivery times?
As a general guideline, our couriers will deliver to home addresses before 10pm and to office addresses before 6pm. We are working with a third party logistics provider where the couriers will have to arrange their schedules based on the day’s deliveries. Hence we are unable to guarantee a specific timeframe and would advise our customers to list a shipping address with someone present to receive the parcel.
What if I am not home to receive my parcel?
We do deliver to offices as well! Alternatively, please indicate if you would require us to deliver to your address at a specific timing within 1 hour of placing your order (during office hours only). We are unable to guarantee that your preferred timing will be met and only urgent requests will be processed on a case-by-case basis.
Can I collect my online purchase from your store?
All items purchased through www.heatwaveshoes.com cannot be collected in our stores and are processed for delivery from our warehouse. However, if you do require the item urgently, do give us a heads up at email@example.com on the same thread as your confirmation email and we will do our best to expedite your order.
My order has not arrived by the estimated delivery date.
We know how it feels ): Shipping generally takes 1-2 working days for local orders and 5-10 working days for international orders. However, processing and shipping times may differ during sales and other promotional events. Transit times are estimates provided by our logistic partners and might be subjected to custom clearance and/or delays. Please do contact us via your confirmation email for any enquiries!
An item is missing from my order.
We may have sent your items in different parcels. Please do look out for an email alerting you on it! Otherwise do get in touch with us via your email confirmation thread and we'll get it sorted!
For more information on our exchange policy, click here.
My shoes do not fit. Can I make an exchange?
Sure! Please refer to our exchange policy here. We will be happy to offer a 1-1 exchange for size if your purchase does not fit. Please note that all purchases made with online promotional discounts and sale items cannot be exchanged. Shipping charges will have to be borne by our customers for international exchanges.
Is a second exchange allowed?
We can accept second exchanges on a case by case basis with an additional shipping fee charge to be borne by the customer. Please note that if your preferred size is still unavailable for the second exchange, the same terms apply as well and this will not be eligible for any refunds. Heatwave reserves all rights to reject any exchanges.
Can I make an exchange directly at your stores?
No, we apologize that shoes purchased online can only be exchanged via our online store and is subjected to online stock availability. To process all exchanges promptly, we are unable to attend to drop offs in our stores. Please contact us at firstname.lastname@example.org where a 1-1 exchange at your convenience will be arranged instead.
How about a refund? Do you accept returns?
Unfortunately, we do not accept returns/cancellations of orders. Hence, please ensure that your purchases are correct before making payment - we'd appreciate that! However, we do have an exchange policy and more details can be found here.
Can I return my items for store credits instead?
Not at the moment, but we're definitely working on that. Stay tuned!
I bought a pair of Size 5 Sandals which fit perfectly. However, I cannot fit into your Pumps of the same size!
We at Heatwave do strive as far as possible to be true to size in hope that all our customers enjoy a perfect fit for their chosen style. However, as our products are made for the mass market, we do state on each individual product page in our size guide to allow for some variation in measurements as each design may have a slightly different cutting due to the unique shoe mould used as well as each individual's feet shape. For eg, sandals might have a looser fit while pumps would require you to size up. As huge shoe fans ourselves, we would advise sizing up if you're unsure of the fit as insole gel pads would help to minimize the gap if your shoes are loose. Alternatively, you could also head to any of our stores to expand your shoes slightly if you had gotten a smaller cut.
Just a heads up, we offer free local (SG) size exchanges as well!
I received an incorrect item / item with defects.
We are very sorry about it ): Our team strives to ensure that all shoes and bags sold from www.heatwaveshoes.com are delivered correctly in excellent condition, however there might be some items which managed to escape our eye. Please do contact us via your confirmation email and we will resolve this issue as quickly as we can.
STILL NOT CONVINCED?
I'm not a fan of online shopping when it comes to shoes.
We feel you. Sometimes it's hard to gauge your sizing fit for different shoes when you're unable to try the fit. Do not fret! Our 1-1 exchange service is tailored for this purpose - we'll be happy to offer an exchange for regular priced items if your purchase does not fit!
I want more flats!
We hear you! Our production team is hard at work, keep an eye on our new collections that would feature these items.
Would you be releasing more bag designs?
Yes of course, we're all very fond of our designs! :) You can expect some new arrivals very soon!
Are your shoes comfortable?
You bet! Try it to believe it. Shop now!