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COVID-19 Information - Online & In-store
ACT Update: Our stores are temporarily closed following Government directives. Click here for more information.
VIC Update: Our Metro stores are temporarily closed following Government directives. Our Regional stores are open with safety protocols in place to comply with Government directives. Click here for more information.
NSW Update: Our stores are temporarily closed following Government directives. Click here for more information.
Due to the evolving situation, we recommend checking your Local State Government website at www.australia.gov.au for the latest information around COVID-19.
Delivery
We're still delivering! We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders. Due to extended COVID-19 lockdowns and high parcel volumes, there may be delivery delays. Click here for more information.
Returns & Exchanges
We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed.
Please see below for our COVID-safe plan.To find your closest store, please see our Store Locator.
Hygiene and social distancing measures
To help make our stores safer, we’ve introduced a COVID-safe plan to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
1. Mandatory QR code check-in
Some states have mandated QR code check-ins via the official Government App. Please refer to your Local State Government for more information (Australia.gov.au).2. Mandatory face coverings in-store
Some states have introduced mandatory mask-wearing indoors. Please refer to your Local State Government for more information (Australia.gov.au).3. Click & Collect
We offer Click & Collect to help you minimize your contact in-store. Please refer to your "Ready for Collection" email for your nominated store and head over to our store locator for your local store's trading hours. Alternatively, you can give the store a call to confirm trading hours before heading in.
Please see below for your state's Click & Collect service:State Click & Collect Service NSW Contactless Click & Collect* ACT Not Available QLD Standard Click & Collect SA Standard Click & Collect TAS Standard Click & Collect VIC Metro: Contactless Click & Collect*
Regional: Standard Click & CollectWA Standard Click & Collect *Please note, there are radius restrictions in place for certain states. Please check for your nearest store before placing a Click & Collect order.
4. Introduce a limit to the number of customers in-store at any given time
Our stores will have signage displayed with the max capacity allowed in-store at any one time. If the store has reached capacity, the number of customers will be managed using a one in, one out policy. Shopping centres may also introduce capacity limits so we strongly advise checking on their websites before heading in.
5. Maintain 1.5 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
6. Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
7. Use sanitisation station upon entering the store
Hand sanitiser will be available for all customers upon entry.
8. Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
9. Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain 1.5-metre distance to comply with social distancing. Our stores will have disposable try on socks and gloves available for customers.
10. Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.We hope to see you in-store or online soon.
Hype DC.
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How long does delivery take?
Due to the increased impact of COVID-19, we are experiencing further delays in delivery times. In light of this, please anticipate a delay of 2 - 4 business days on top of our standard delivery times of 1 - 3 business days for metro areas and 4 -7 business days for rural areas. More information here.
Just placed an order? Here's when you can expect its delivery:
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $130
ORDER UNDER $130
Australian Metropolitan Areas
1-3 business days
FREE
$10
Australian Rural Areas
4-7 business days
FREE
$10
Ordered more than one item?
If you order more than one item, your items may be dispatched from different locations. You will receive a separate dispatch email and tracking number for each package sent to you.Important to note:
1. Delivery times may vary during peak sale periods. Please allow an additional 2-4 business days on top of standard delivery times.2. Delivery services do not run on National or State Public Holidays. Please refer to Australia Post for more information.
3. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Hype DC.
4. Australia Post has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
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Can I cancel my order?
During working hours, please get in touch with a Product Expert via Live Chat or call on 1800 954 514 and press option 2 once prompted. They'll do their best to try and cancel for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.
If outside of working hours, please lodge an enquiry via Email.
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and cancel for you.
Important to note: If your order has already been shipped then we are unable to make any changes. Once you receive your item(s), you can return them in accordance with our Returns Policy.
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What is your latest Returns & Exchanges Policy for in-store purchases?
This policy applies to in-store purchases only. Please see our Online Returns & Exchanges Policy for purchases made online.
Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
If you're not 100% satisfied with your in-store purchase, you can return your item(s) for a full refund provided the following 4 conditions are met.
3 Simple Conditions For A Successful Return
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached.
Item(s) are in original packaging or shoebox in their original condition.
Important to note:
- Shoes must be returned in their original, undamaged shoe box. Please note that any damage to the shoebox including being taped up, written on, or crushed will not be accepted.
In-store conditions
In-store purchases cannot be returned or refunded to the online store at this point in time.Exchanges & store credit
In-store purchases that are eligible for an exchange within 30 days of receipt may be exchanged for other items, or store credit provided. It is at the discretion of our team to decide whether a full refund will be provided.
Credit notes are valid for 12 months. Credit notes must be presented at the time of redemption.
Faulty itemsWe will gladly accept returns for any faulty item(s) provided that it is a genuine manufacturing fault.
Please check out this article for more information on in-store faulty assessments.
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What is your latest Returns & Exchanges Policy for online purchases?
Please note that this policy applies to online purchases only. Please see our In-store Returns & Exchanges Policy for more information on purchases made in-store.
Updated as of 25/08/21: We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns policy remains, but we won't count the days that stores and/or post offices are closed.
If you're not 100% satisfied with your online purchase, you can return your item(s) for a full refund (excluding postage) provided the following 4 conditions are met.
3 Simple Conditions For A Successful Return
RETURNED WITHIN 30 DAYS OF PURCHASE
ITEM(S) ARE UNWORN & UNDAMAGED
IN ORIGINAL PACKAGING AND CONDITION
Item(s) were purchased in the last 30 days and proof of purchase can be provided.
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached.
Item(s) are in original packaging or shoebox in their original condition.
Important to note:
- Shoes must be returned in their original, undamaged shoe box. Please note that returns cannot be sent with the shoebox taped up, written on or exposed. Please use either the original postage bag or an inside-out plastic shopping bag. *
- Online returns must be sent from your local post office. We do not accept direct returns to the warehouse.*
*We reserve the right to reject any returns that do not meet these requirements.
Return Options
CREDIT CARD PURCHASES PAYPAL PURCHASES AFTERPAY PURCHASES RETURN ONLINE Refund Available Refund Available Refund Available RETURN IN STORE Exchange, store credit or refund available. No refund available.
Exchange available for size only.Refund available. No exchanges Exchanges
All online orders returned to our online warehouse will be issued a refund only. We do not offer online exchanges. If you'd like to exchange, please place a new order and return your existing item for a refund.
Alternatively, you can visit our store for an exchange, provided you have met our return conditions.Online conditions:
Online purchases using credit/debit cards may be refunded or exchanged in-store. Please ensure you have your proof of purchase for our team member to assist you.
Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
Online purchases using Afterpay can be returned online or in-store.
Cost of Returns
You are responsible for the costs of returning any item(s) to our online store. Any returned item(s) are your property and remain your responsibility until they reach our warehouse.
If you would like to avoid return postage fees, you are welcome to visit one of our stores and return or exchange your shoes in person. Please note that we cannot facilitate Paypal refunds in store.How is the refund processed?
Once you have sent your parcel back to our warehouse and we have received it, we will process your return within 2-3 business days. We recommend noting your Australia Post return tracking number, that way you can track your order and see when it reaches us.
I paid with Credit Card: Once processed, the refund will appear in your account within 2-5 business days, depending on your financial institution.
I paid with PayPal: Once processed, PayPal will be in touch when they have finalised your refund/made adjustments to your account or payment schedule.
I paid with Afterpay: Once processed, Afterpay will send you an email and make the necessary adjustments to your payment schedule. For more information, head to their website.
*Please allow an additional 1-2 business days for refund processing over sales periods and public holidays.
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Can I exchange my items?
Accidentally ordered the wrong size or had a change of mind?
We offer both return and exchange options, provided your items meet our Returns Policy.
Exchanging online
If you wish to exchange online, we recommend placing a new order and returning your existing item online for a refund. Orders returned online will be issued a full refund only.
Our online return instructions will guide you through the returns process.
Exchanging in-store
Our in-store team will happily process exchanges for store purchases and online purchases made with credit card or Afterpay.
Afterpay purchases can be exchanged for same value items only. If you wish to exchange for an item of a higher or lower value, we suggest returning and repurchasing. Please note that exchanges can only be facilitated against the original card.
Please note that PayPal purchases can only be exchanged for a different size in the exact style. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal transactions. PayPal orders must be returned online if you are not exchanging sizes in the exact style.
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Why didn't I receive all of my items?
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Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia!
How does it work?If your order has been split you'll receive your first tracking order once the first half of the order has been dispatched, and you'll receive the second tracking number once the second half of the order has been dispatched. Your items will likely arrive at different times due to the different dispatch times.
Click here for ways to track your order.