08/09/21: Our stores outside of Auckland are open, with safety protocols in place. Our 30 day returns policy has been waivered. Customers can head into our stores and our team will happily process a return or exchange, provided they meet the return conditions. More info here.
FREQUENTLY ASKED QUESTIONS
08/09/21: Our Greater New Zealand Stores Are Open
Our stores outside of Auckland are now open to the public, with safety protocols in place to comply with government directives. Click here for more information on our in-store safety measures.
Frequently Asked Questions
Can I still return or exchange my item(s) outside of the 30 day period due to lockdown?
We're constantly checking Government updates and directives, so if a town, region, or city-wide lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed. Customers can head into their nearest store and our teams will happily process a return or an exchange. Find your nearest store here.
How can I check if an item is available at a store?
Our stores are currently receiving a high number of calls, and are unable to assist with any stock availability enquiries over the phone right now. The best way to find out whether an item is available in a particular store is to get in touch with our Online Customer Experience Team below. Alternatively, you can visit our store where one of our friendly team members will be able to help. Click here to find your nearest store.READ FULL ARTICLE
COVID-19 Information - Online & In-store
NZ Update: Our Auckland stores are temporarily closed following Government directives. Click here for more information. All other stores are now open with safety protocols in place to comply with Government directives.
Due to extended COVID-19 lockdowns and high parcel volumes, there will be dispatch delays. Click here for more information.
Returns & Exchanges
We're constantly checking Government updates and directives, so if an area, city or state lockdown impacts your ability to return your item, don't worry! Our 30-day returns & exchanges policy remains, but we won't count the days those stores are closed.
Please see below for our COVID-safe plan.
Hygiene and social distancing measures
To help make them safer, we’ve introduced several measures to help us maintain an appropriate distance from each other while in our stores. We will review and adapt these in-store measures as the environment evolves.
Introduce a limit to the number of customers in-store at any given time.
Our stores will have signage displayed with the max capacity allowed in-store at any one time.
If the store has reached capacity, the number of customers will be managed using a one in, one out policy.
Click & Collect
Update: Click & Collect is temporarily unavailable.
Please see below for the latest update on our Click & Collect service:
Area Click & Collect Service NZ Not Available
Maintain 2 metres apart from each other where possible
Social distancing tape will be placed around our floors and seating areas. These can be found throughout the store as reminders, as well as areas where you may be required to queue.
Use EFTPOS/Paywave/Tap n Go services available
We strongly encourage you to use your card or phone to tap and pay instead of cash, whenever possible.
Use sanitisation station upon entering the store
Hand sanitiser will be available for all customers upon entry.
Regular cleaning routines throughout the entire store
We apply the highest standard of cleanliness and hygiene across our stores. We have increased the routine cleaning of frequently touched hard surfaces.
Remove and put on your own footwear
Our team will still be available to assist you with any sizing questions you may have, however they will maintain a 2-metre distance to comply with social distancing! We will also have disposable try-on socks and gloves available.
Training for team members on social distancing and additional hygiene measures
All of our team members will be required to complete a training course.
Thank you for playing your part in helping us practise social distancing. We appreciate your continued support as we work through this together.
Hype DCREAD FULL ARTICLE
How long does delivery take?
Please note: Due to disruptions in flight schedules as a result of COVID-19 restrictions, we are experiencing delays. Our team are working hard to ensure you get your order as soon as possible.
Please see below for our delivery times and shipping fees.
ORDER OVER $130
ORDER UNDER $130
New Zealand Metropolitan Areas
2-9 business days
New Zealand Rural Areas
6-11 business days
Important to note:
1. Delivery services do not run on National Public Holidays. Please refer here for more information.READ FULL ARTICLE
2. Shipping times are a guideline only and cannot be guaranteed based on possible courier delivery issues, or any other unforeseen or unavoidable external events (such as severe weather conditions) beyond the control of Hype DC.
Need help tracking your order? Click here.
What is your latest Returns Policy for online purchases?
Please note that this policy applies to online purchases only. Please see our In-store Returns Policy for more information on purchases made in-store.
Updated as of 25/08/21: We're constantly checking Government updates and directives, so if a town, region or city-wide lockdown impacts your ability to return your item, don't worry! Our 30 day returns policy remains, but we won't count the days that stores and/or post offices are closed.
Need to return your items? 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.
3 simple conditions for a successful return
1. Returned within 30 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 condition*
Shoes must be returned in their original, undamaged shoebox. 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 to protect the shoebox during transit. *
*We reserve the right to reject any returns that do not meet these requirements.
Important to note: Orders returned online will be issued a full refund only. If you'd like to exchange online, please place a new order and return your existing item for a refund. Please note that we cannot facilitate Paypal refunds in store.
I want to return online:
Credit card: Refund available
Paypal: Refund available
Afterpay: Refund available
I want to return in-store:
Credit card: Refund available
Paypal: No refund available. Exchange available for size only
Online purchases using PayPal can only be returned online for a full refund. PayPal orders cannot be refunded in-store. As PayPal is a heavily encrypted, secure payment method, our store systems are unable to process PayPal refunds. Please see our article on PayPal returns for more information.
Afterpay: Refund available. No exchanges
For more information on returning PayPal orders, please see here.
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.
How does unisex sizing work?
Unisex sizing follows the Men’s size curve.
Sizing will vary between each brand, and we can certainly understand how tricky it can be.
We recommend heading in-store to try on your preferred shoe style to get a good idea of the sizing.
Why didn't I receive all of my items?
Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.
How does it work? If your order has been split into two parts, you'll receive your first tracking when the first item has been dispatched. You'll receive your second tracking number once your second item(s) have shipped. You won't receive both numbers at the same time and your orders will likely be delivered at different times.
Click here for ways to track your order.READ FULL ARTICLE