Customer Experience Centre
FREQUENTLY ASKED QUESTIONS
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An Important update on our Melbourne stores
With Victoria entering Stage 4 lockdown measures, our metro Melbourne stores will be closing temporarily, effective from Tuesday the 4th of August 2020.
Our regional store operating under Stage 3 restrictions will remain open:
- Hype DC Geelong
Please know that while our physical doors are closed, our online store is still open! We’ll miss seeing you in-store but are excited for you to join us online.
Our Operations team are adjusting accordingly, following directives from the Victorian Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
Important changes to take note of:
SHOPPING
Our online store is still open and the place to be if you want to shop our products! If you need assistance with purchasing online, our Product Team is available by phone to answer any questions and help place your order. Contact them on 1800 954 514 and press 1.
CLICK & COLLECTMetro Melbourne, you can now pick up your order via our Contactless Click & Collect Service. Once you’ve received your “Pick Up” email, head to the store between operating hours (10 am - 4 pm Monday to Friday, 9 am - 1 pm Saturday) to pick up your order, contact-free.
DELIVERY
Our priority is to despatch your order as quickly as possible. However, with further restrictions to the freight network, please be aware that there will be unavoidable delays to delivery times. For regular delivery updates, check out our article here.
RETURNS
Our returns timeframe has been extended to 60 days. If the lockdown extends further than current plans, don’t worry! You’ll be given 30 days to return your online purchase once our stores reopen.
Our Customer Experience team is working safely from home and are available below if you require assistance with your order during this lockdown period.
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I ordered the wrong size - can I exchange them?
We're sorry to hear your new shoes aren't quite right!
Unfortunately, we are unable to facilitate exchanges online. If your shoes meet our Returns Policy, we recommend returning your shoes online and repurchasing the correct size.
If you would like assistance determining which size you should purchase, our Product Experts are available. Give them a call on 1800 954 514 and press 1.
Alternatively, you can head into a store to exchange your shoes there. Be sure to have your proof of purchase or confirmation email with you. See our Store Locator for your nearest store
Please note that if you purchased via PayPal you can only exchange in store for the exact style and product. PayPal purchases cannot be returned in-store.
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What is your latest online returns policy?
For orders placed after the 4th of August 2020, our returns policy has been extended to 60 days.
We want you to be completely satisfied with our products and we will gladly accept returns within 60 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.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.
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 60 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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How to place an online order
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our Product Experts a call on 1800 954 514
They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our Product Experts via our live chat channel.HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the shoe and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Select a size and then "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select one of two options:
"View or Update Cart" - If you need to make any edits to the current items in your cart
"Checkout" - You're happy with your selection, then proceed to checkout.
Step 3: Complete the orderWe accept all secure payment methods! Click here for more information.
You'll be asked to either:- Enter your email address OR
- Log into your existing account
You can also enter your coupon or discount code here.
Follow the prompts and fill out all the required fields.
Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!Having difficulties placing your order? No worries! Our Product Experts are available to help over the phone on 1800 954 514
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
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