FREQUENTLY ASKED QUESTIONS

• 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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• Regional Australia Fires Delivery Disruption

  Australia Post is working to reinstate deliveries in areas impacted by bushfires and smoke haze.
  
  We will continue to monitor the situation closely and will provide updates as information is made available.
  
  For further information, please click here.

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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. 
  
  

  	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.
  
  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

  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. Log in to My Account to create your return. If you checked out as a guest, use the Returns Form here.
  2.  Pop in your order number and the email address used for placing the order. Click 'Start Return'.
  3. Select the item(s) that you wish to return. 
  4. Complete and submit the form online. You will receive an email with your return label once your return has been submitted.
  5. 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. Please note that this is not a prepaid label and will require postage to be paid for at your nearest post office.
  6. Pack your return in another carton or satchel to protect the original packaging.
  7. Visit your nearest Post Office to pay for and drop off the parcel.
     
     *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.

  Please note that with any Public Holidays, there will be an additional 1-2 business days for your return to be processed.

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• Can I return a sale item?

  You are most welcome to return a sale item, as long as it meets our return conditions. 

  Even if your item was purchased at a sale price, you are welcome to return and receive a full refund for the price paid. 

  You can check out our Returns Policy for more information.

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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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• Bushfires Appeal

  Like everyone, we are deeply saddened by the devastating bushfires across Australia.

  On behalf of all our team, our company Accent Group is donating $100,000 to Red Cross and will continue to offer on-going support throughout the recovery process.

  A massive thank you to all the amazing firefighters, emergency workers, local communities and volunteers doing their absolute best to support those affected. We are so proud to be part of a community that pulls together in times of crisis. Be safe Australia.

  If you would like to make a contribution, please click here.

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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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• I have received the wrong order?

  Sometimes we make mistakes, we apologise if you have not received what you ordered.

  Please contact our Customer Experience team to organise a solution.*

  *You will be asked to provide proof of purchase as well as some photographs of what you received.

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