Customer Experience Centre
FREQUENTLY ASKED QUESTIONS
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Please note:
For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery.
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A message to our Hype DC community
As we continue to monitor the Covid-19 crisis & to ensure we're doing our part in protecting our team, customers and the wider community, we have made the difficult decision to temporarily close Hype DC retail stores, effective from 5 pm Friday the 27th of March 2020.
We will be closely monitoring the situation & will share further updates with you as to when our retail stores will re-open.
We're pleased to remind you that you can still shop with us 24/7 at www.hypedc.com.au where all packages will no longer require a signature for delivery or collection, to minimise social contact.Let's stay connected @hypedc where you'll still hear from us on the latest news & styles.
Our Customer Experience team is also available & you can contact them below should you have any questions or concerns.
We hope to see you soon & thank you for your continued loyalty as we work through this together.
Team Hype DC.
We understand you may have questions, we’ll do our best to answer below:
DELIVERY
Due to restrictions in the freight network, there may be further delays to your delivery. For regular delivery updates, check out our article here.
RETURNS
Can I return my in-store purchase online? Are your shoes not quite right or a bit tight?
We’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
CUSTOMER EXPERIENCE TEAMOur Customer Experience team are still here to have a chat about all things sneakers... or if you just need a friend.
They're practising social distancing in the comfort of their PJs at home. Operating hours are from 9 am - 5 pm (AEST) Monday to Friday. Note there may be 1-3 delay in responding to your emails.
We’re all in this together.
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Our number one priority is safety - for our customer, our teams and our community. -
Updates to Domestic Delivery Procedures
Australia Post remains fully operational across Australia during government restrictions on non-essential activity. Customers can be assured, they will continue to be able to send and receive parcels during this time.
To ensure the safety of the customers and team, some changes have been made to their standard delivery procedures, in line with Australian government regulations:- If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
- Australia Post has advised that for any customers who are showing symptoms, do not visit the Post Office during this time.
- Please note that Self Service Terminals at Post Offices will be temporarily unavailable to ensure customers and staff keep a safe distance from one another.
If you have any questions, feel free to reach out to our Customer Experience team below.
For any further updates, please visit the Australia Post website for more information.
READ FULL ARTICLE - If you’re home at the time of delivery, drivers will confirm that you are the intended recipient of the parcel. Couriers will then sign for the item on your behalf.
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Changes to our Customer Experience Operating Hours
Our Customer Experience teams are working from home to ensure we're following Government-advised best practices.
We're operating from Monday to Friday from 9 am to 5 pm and we're here to help with your order, sizing questions and product recommendations as always!
We're operating with a small team and are working hard to ensure your questions are heard and answered. There’ll be a significant delay in response and we appreciate your patience at this time.READ FULL ARTICLE -
Promotions
20-50% off global brands: Offer valid from 09.04.20 to 13.04.20.
Start shopping here.Important to note:
- Some brands are excluded.
- Prices as marked. Whilst stocks last.
- This offer cannot be used in conjunction with any other promotional code on site.
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Delivery Information
For any orders placed over the Easter long weekend, please allow an additional 1-2 business days for delivery on top of the standard delivery times.
Hype DC Australia aims to deliver your order within 2-5 business days almost anywhere in Australia.
We deliver products Australia wide using Star Track.
The delivery times below are estimates and can vary depending on stock availability and your location.
DELIVERY OPTION
DELIVERY TIME
ORDER OVER $130
ORDER UNDER $130
Express Delivery
Australian Metropolitan Areas
2-5 business days
FREE
$10
Standard Delivery
Australian Rural Areas
4-7 business days
FREE
$10
These times are an estimate only and can vary state by state.
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What is your latest in-store returns policy?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a store when trade reopens.
If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 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 90 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 90 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?
Due to the current climate with COVID-19, we will be closing our doors for a short time and so we’ve extended the return policy period for an additional 60 days, from the date of purchase. This allows a total of 90 days, from the date of purchase, to return your item(s) back to a post office or in-store when trade reopens. If we're closed for longer than intended, don't worry! When our doors reopen, we'll gladly process your return as normal.
We want you to be completely satisfied with our products and we will gladly accept returns within 90 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. If you would like to exchange an item, we recommend placing a new order online and return your existing item. Alternatively, you can visit one of our stores to exchange your item.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 90 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.
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. You may also return your items back to our online warehouse and you will be provided with a full refund.
Refunds
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Can I change or cancel my order?
We take pride in our fast delivery which means that most orders are packed and dispatched within a short amount of time.
We are unable to make any changes to your order and we only have a small window of opportunity to be able to cancel your order. If you would like to do so, please contact our Customer Experience team below and we will do our best.
While we will make every attempt to accommodate to your request, if your order has already been packed by our team we are unable to cancel it. You can however still return any unwanted items in accordance with our Returns Policy.
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