FREQUENTLY ASKED QUESTIONS
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An Important Update on our Auckland stores
With Auckland entering lockdown, our Auckland stores will be closing temporarily, effective from Sunday 28/02/2021. Our remaining stores are open with safety measures implemented. Click here for more information.
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 New Zealand Government and our courier partners. We’ve made necessary adjustments to our processes so our teams can operate safely while fulfilling your orders.
For further updates, please see the information provided by the New Zealand Government here.
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 Experts are available by phone to answer any questions and help place your order. Contact them on 0800 497 369 and press option 1.
DELIVERY
We're still delivering! However, there may be delays in freight. For further updates, please click here.
New Zealand Post has implemented strict cleanliness and social distancing measures to ensure safe deliveries for their customers and team. For more information, please click here.
CLICK & COLLECT
Click & Collect service is temporarily unavailable. Customers with outstanding orders will be able to collect their order once our stores re-open.
RETURNS
Please note that for those wanting to return an item to an Auckland store, our 30 day returns policy still remains. However, we will not count the days our stores are closed in this time frame for our New Zealand customers.
If the lockdown extends further than current plans, don’t worry! We’ll be monitoring the situation closely and adjusting our Returns Policy accordingly.
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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Are your stores open?
Update: Our Auckland stores are temporarily closed following Government directives. Please see here for more information.
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.
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
A team member will be at the entry door to offer hand sanitiser which all customers will be required to use before entering the store.
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 DC
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How do I track my order?
If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched.
Tracking your order:
- You can log in to your account and select 'Track my Order' tab
- Checked out as a guest? We currently use two couriers for all New Zealand orders so if your tracking number does not work for the Courier-Post portal, please use the SEKO portal. Pop the tracking number (can be found in your tracking email) into the tracking portals below to follow your Hype DC order.
SEKO
Note: It can take anywhere between 24-48 hours for the tracking number to become available on the courier's website.
Only received part of your order?We ship from multiple warehouses. You'll receive separate tracking emails and shipping times will vary depending on the location it has been dispatched from.
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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.
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*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.
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 availablePaypal: 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.Refunds
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Can I return a PayPal order in-store?
Unfortunately, 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.
If your items meet our Returns Policy, you are welcome to return to our online store and we will initiate a refund for your order.
PayPal will be in touch once they have finalised your refund and you can then transfer the funds into your bank account if you wish.
Head to our Returns Portal to start the process.
Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.
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Did you know? PayPal refunds return shipping fees. You can check out this link for more information. -
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.
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