Customer Experience Centre
FREQUENTLY ASKED QUESTIONS
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Our stores are open!
UPDATE: Our Melbourne stores are still open and operating at the reduced hours of 10 am - 5pm as of Monday 13/07/2020.
Our teams are implementing stricter hygiene measures in-store with a strong focus on sanitisation in response to recent community lockdowns.
To our valued customers,
As we continue to monitor the COVID-19 crisis, our greatest priority is the health and safety of our team members, customers and the wider community. We’ve been closely monitoring what’s happening locally and sticking to the guidelines provided by the Australian Government.
During this time, we have seen an increased demand for footwear for essential workers. We are also seeing strong demand for active footwear and apparel as more people are taking part in physical activities.We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives.
We are further pleased to announce that Click & Collect is available again. However, we ask that you please refer to the below information before heading into the store to pick up your order.For a full list of stores that are open, please click here.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures 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.
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.
Maintain 1.5 metres apart from each other where possibleSocial 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.
Use EFTPOS/Paywave/Tap n Go services availableWe strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the storeA team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
Regular cleaning routines throughout the entire storeWe apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwearOur 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! We will also have disposable try on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course before returning to work.
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!Team Hype DC.
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Delivery Information
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
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? Say if your order has been split into two parts, if one item is dispatched, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because remember, it's being fulfilled from separate warehouses which means different dispatch times!Don't worry! You'll receive all your corresponding tracking numbers. If you haven't received your order by the estimated delivery date, get in contact with our Customer Experience team below and we'll help track it down for you.
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What is your latest in-store returns policy?
We are pleased to announce that we have opened all our stores with our new safety protocols in place to comply with all Government directives. For a full list of stores that are open, please click here.
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.3 simple conditions for a successful return:
- Item(s) were purchased in the last 30 days and proof of purchase can be provided.
- Item(s) must be unworn & undamaged with original tags attached.
- Items are in their original packaging (shoebox) and in original condition.
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 return and 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.
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 online returns policy?
We want you to be completely satisfied with our products and we will gladly accept returns within 30 days of receipt where the products are in new, unworn with tags attached and in their original packaging.
Important to note! We do not offer exchanges for online orders. You'll automatically be issued a refund for any returned items. If you would like to exchange an item, we recommend placing a new order online and return your existing item.
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.
All online returns must be lodged through our Returns portal. Please note that all online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.I want to return online
Credit card: Refund available
Paypal: Refund available
Afterpay: Refund available
I want to return in-store
Credit card: Refund availablePaypal: No refund available. Exchange available for size only
Afterpay: Refund available. No exchanges
----------------------3 simple conditions for a successful return
1. Returned within 30 days of purchase and proof of purchase is required
2. Item(s) are unworn and undamaged. Item(s) have their original tags attached
3. Item(s) are in their original packaging or shoebox in their original conditionPlease note that all 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. *
*We reserve the right to reject any returns that do not meet these requirements.
Refunds
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What is Hype at Home?
Introducing Hype at Home, our virtual customer service tool designed to recreate an in-store experience online.
Hype at Home connects you with a Hype DC Product Expert live from one of our Hype DC stores across Australia.You can video call, chat or text with a dedicated Product Expert from your closest Hype DC store.
Looking for guidance on fit? Or style advice? You'll receive help in real-time from the comfort of your home.
We're excited to be bringing you a virtual Hype DC experience.Keen to try out Hype at Home? You can find out more here.
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Can I place an order over the phone?
Yes. We're able to help you place an order over the phone.Contact us on 1800 954 514 and press 1. Our Product Experts will be able to assist in placing your order.
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