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
Why have I received multiple confirmation emails?
Sometimes, when making an order through our Hype DC online store, our primary warehouse isn’t able to fulfil your order completely.
When this happens - your order then becomes what we call a split order. This means an order that has over two units can sometimes be split between our numerous warehouses around Australia so we can fulfil your order 100%.
If your order has more than two items and you only receive part of it in your first package, it is more than likely your order has been split and we have had to send out the rest of your order from a different location. A good indication of a split order is if you receive more than one confirmation email.
If you're still unsure please get in touch with our Customer Experience team here.READ FULL ARTICLE