Order Issue

Update 06/10/21: We're experiencing a technical issue where customers cannot lodge a claim directly from their logged-in account. Please use our guest returns form in the meantime. We apologise for the inconvenience and hope to have it sorted as quickly as possible.

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps: 

1. Log in to your My Account.  to start a Return. If you checked out as a guest, use our guest returns form here. 
2. Follow the steps and select your reason for return (dispatch error) 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received) 
4. Hit submit. Our Customer Experience Team will review your claim 
5. If approved, you'll be sent a follow-up email with further details. 

While uncommon, from time to time we have an influx of customers all hoping to order the same item. This causes stock fluctuations which can result in some orders not able to be fulfilled. 

If you have received an email letting you know your order was oversold, this means that we were unfortunately unable to fulfil your entire order or part of your order. 

Our Terms & Conditions cover our oversell policy under section 4. Orders, Pricing & Availability -Hype DC reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

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.

Sometimes, our primary warehouse isn’t able to fulfil your order completely.

When this happens your order then becomes what we call a split order. If your order has over two units, it will be split between our numerous warehouses around New Zealand, so you don't miss out on any of your items. 

A good indication of a split order is if you receive more than one confirmation email.

How does it work? If your order has been split, you'll receive your first tracking number when the first half of your order has been dispatched, and a second tracking number when the next half has been dispatched. 

Your orders will likely arrive at different times due to the different dispatching times.