FREQUENTLY ASKED QUESTIONS

• Holiday Season Delivery Time Frames

  The lead up to the holiday season is arguably one of the busiest times of the year and we want to make sure your order arrives at your doorstep on time.

  Please see below for our recommended delivery time frames.
  
  

  Metro: Place your order by Friday the 20th of December*

  Rural: Place your order by Monday the 16th of December*

  *The delivery times are to be used as an estimate only.
  If you are unsure, you can calculate postage and delivery times here!

  From everyone at Hype DC, happy holidays and we wish you a very successful new year!

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• Regional Australia Fires Delivery Disruption

  Due to ongoing bushfire activity, Australia Post and TOLL operations have been impacted in a number of locations in NSW and QLD.
  
  The situation is currently being monitored closely and will provide updates as information is made available.

  Impacted areas:
  
  QLD

  Deliveries have been impacted in the following postcodes:

  • 4703
  • 4565

  NSW

  There will be no deliveries to residents in Taree until further notice.

  Deliveries have been impacted in the following postcodes:

  • 2430
  • 2429
  • 2424
  • 2427
  • 2443
  • 2446
  • 2428

  For further information, please click here.

  We sincerely apologise for the inconvenience but safety is our main priority.

   

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• PLEASE NOTE:

  Orders to certain regions of QLD and NSW will be severely delayed due to the ongoing bushfires.

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• Delivery Information

  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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• How do I track my order?

  Hype DC delivers products Australia wide using Star Track.

  For Standard and Express Delivery orders, you will receive an automated notification (via email or SMS) from our delivery partner StarTrack after your order is dispatched.

  Have an account?

  Log in to My Account > My Orders> Track My Order.

  It's that easy to keep up with your order.
  
  Checked out as a guest?
  
  Head over to this link and pop in your tracking number to follow your Hype DC order.

   

  If you have not received your tracking details within 24 hours of placing the order, please contact our Customer Experience team below.

   

   

   

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• 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. Unfortunately, gift cards are non-refundable. 
  
  

  	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

  
  3 simple conditions for a successful return:

  

  Please 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. Please note that 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.
  
  Refunds

  Upon receipt, a returned item will be processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

   In-store conditions:

  • In-store purchases cannot be returned or refunded to the online store at this point in time.
  • If you purchased online and picked up in-store using our Click and Collect service, then you are eligible for an exchange or full refund.

  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 Hype DC team to decide whether a full refund will be provided.

  Faulty Items

  Returns will be accepted on any faulty item(s) returned within a reasonable timeframe.

  If you believe your online purchase arrived with a manufacturing fault, or you received something different to your original order, we'll be happy to cover the cost of the return.

  If this is the case, please contact our Customer Experience Team straight away with as many details as possible about the order.*

  *Please do not send back any items without contacting us first.

   

   

   

   

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• How do I book a return?

  If you would like to avoid postage fees, you are welcome to head into your local store and return the item in person, as long as you meet the below return conditions. Please note that we are unable to facilitate PayPal returns in-store. You can check out our Returns Policy for more information.

   3 simple conditions for a successful return:

  
  
  

  To return to our online store:

  1. Ensure you meet our 3 simple conditions for successful returns.
  2. Log in to My Account to book your return. If you checked out as a guest, use our Guest Returns Form here.
  3.  Pop in your order number and the email address used for placing the order. Click 'continue'.
  4. Click on the returns tab and scroll down to the bottom and select 'return'.
  5. Select your preferred returns method; Courier Pickup or Australia Post Drop Off.
  6. Complete and submit the form online.
  7. Print the provided shipping label and attach it to the package. We do recommend using a device such as a desktop computer that is connected to a printer for this step.
  8. Items are in their original condition and original shoe box or packaging (please note: packaging must not be damaged or marked)
  9. Pack your return in another carton or satchel to protect the original packaging
  10. Drop the parcel off or have it picked up - depending on which method you choose.
  11. *Please note We reserve the right to reject any returns that do not meet these requirements

  WHATS NEXT?

  Please allow time for your return to reach our warehouse. This time may vary depending on your location.

  If approved, refunds are processed by our returns warehouse within 2-3 business days.

  Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.

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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 time frame to be able to cancel your order. If you would like to do so, please contact our Customer Experience team here and they will do their 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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• What is an oversell?

  While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfill them all.

  If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfill your entire order or part of your order. 
  
  Our Terms & Conditions do also cover our oversell policy under section 4. Orders, Pricing & Availability - your order may be rejected due to unavailability.

  When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account. 

  If you would like to get your discount code, please get in touch with our Customer Experience Team below and they will provide you with a unique code to use for your next purchase.

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• Will products be restocked?

  Unfortunately, we rarely receive restocks of limited releases.

  Keep a lookout for our next related release at Hype DC News.

  Alternatively, we recommend subscribing to our mailing list to stay in the loop about any product releases and promotions. Head over to our website and scroll down to the bottom to enter your email address.

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