Why haven’t I received any tracking information?
We’re incredibly sorry to hear that you haven’t received your tracking information.
We recommend checking your spam/junk inbox as it can sometimes land in there. If it’s still missing, please get in touch with the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
Please remember to include your order number when reaching out to the team, as this helps to speed up the process.
Why was my delivery returned to its sender?
If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.
Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately, we cannot send the parcel back out to you.
Rest assured that you will be refunded once your parcel makes its way back to the warehouse.
We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.
We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.
If you have any further enquiries, please get in touch with the Customer Experience team below and we’ll be able to assist you.READ FULL ARTICLE
I didn’t select ‘Authority to Leave’, but my parcel was left unattended?
All of our online orders are dispatched with ‘Authority to Leave’ at the time of purchase.
By ticking the box or selecting 'yes' at the checkout page on the website, you’ve selected to have our nominated courier leave your parcel at your unattended premises in accordance with your instructions.
You agree that the parcel is deemed ‘delivered’ when left at your premises.
Although the courier will use their discretion, if they do not think it is safe to leave your parcel unattended, they will take your parcel to your local post office and will leave a card to call.
If you have any enquiries relating to the whereabouts of your parcel, we advise that you contact Star Track directly on - 13 23 45.
Alternatively, you can get in touch with the Customer Experience team here and we’ll be able to assist you.
Please note that Hype DC will not be held liable for any stock loss due to theft or negligence if an authority to leave is selected at the time of checkout, and proof of delivery has been provided from our courier.READ FULL ARTICLE
What do I do if I need to update my delivery address?
We all make mistakes sometimes.
If you need to update your address, please get in touch with the Customer Experience team below and we’ll be able to assist. We recommend to either call or go through live chat as this is the quickest way to get your issue resolved.
Please note that there is a small window of time between your order being placed and it is shipped for delivery. If we hear from you early enough, we may be able to change the address before your parcel is being shipped out.
If we miss that window, we can still contact StarTrack on your behalf and update the address however it does add an additional business day on top of the standard delivery time.READ FULL ARTICLE
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.READ FULL ARTICLE
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.READ FULL ARTICLE
I’m missing an item from my order?
Only received part of your order? We really don't want you to miss out on anything that you have ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order.
Rest assured, in the case that your order is dispatched from more than one warehouse, you will, of course, receive corresponding tracking numbers.
Having difficulties? If you haven't received your order by the estimated delivery date, contact the Customer Experience team below and we'll help you track it down.
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 fulfil them all.
If you have received an email about your order being oversold, this means that we were, unfortunately, unable to fulfil 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.
Once again, we sincerely apologise for the inconvenience, this is the worst-case scenario.READ FULL ARTICLE
I want to cancel my click & collect order, how can I do this?
If for any reason you cannot pick up your click & collect order from the store or would like to cancel, the order, please get in touch with our Customer Experience team below and we will assist you.READ FULL ARTICLE
Please ensure that you include your order number when contacting us so we can assist you in the quickest way possible.
I selected the ‘Click & Collect’ option but I still haven’t received any notifications?
Once you have placed an order, you will receive an email notification when it is ready to be picked up from your nominated store. We recommend checking your spam/junk mail as it can sometimes land in there.
Having difficulties? Contact the Customer Experience team below and we’ll be our best to assist you.READ FULL ARTICLE