FREE SHIPPING ON ALL AUS & NZ ORDERS ABOVE $50!

FAQs

Frequently Asked Questions 


Ordering 

How do I place an order? 
Rest assured, placing an order with us is simple, we like to make placing an order as straight forward and stress free as possible. 

Firstly, browse our website, add any items you would like to purchase to your cart and checkout. At checkout you will be able to select a shipping method and add any promotional codes that are available. Payment can be made using Credit or Debit card, PayPal & Afterpay. Once your order is completed you will receive an email confirming your order.

Unfortunately we are unable to take orders via telephone or email. 

How do I know my order was successful? 
You will receive an automated email confirming your order was successful and is ready to be processed by our dispatch team. 

Once your order has been shipped you will receive another email confirming your order has left our warehouse. 

Are all items on your website in stock? 
If the item you would like to purchase is available on our website then this means we have the item in stock. However, due to amount of orders we receive it is not possible to eradicate all discrepancies, on very rare occasions an item may be sold out but still available to purchase, if this is the case we will inform you via email as soon as possible. 

Can I cancel/amend my order? 
We are able to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away wherever possible. Please email our customer service team for assistance.

Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so. 

If you have already received your goods then you have 14 days to return any unwanted items as per our Returns Policy. Please see our returns section for more information. 

I’ve not received my order, where is it? 
If you have not received your order within the estimated time then please check the following before contacting our customer service team. 

Check you have received an email confirming your order has been dispatched.

Check the tracking information that is included in your dispatch confirmation email using the relevant link. 

Check for emails, phone calls and attempted delivery cards from one of our couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery. 

Check nobody at your address has taken delivery on your behalf. 

Although our couriers should not leave your parcel with a neighbour it’s always worth checking with your neighbours just in case. 

My order is incorrect/missing an item? 
If you have received your order and you are missing one of your items or have received an incorrect item then please contact our customer service team support@justhype.com.au

Please quote your order number and provide us with the name of the item so that we can look into this for you and get the error amended as quickly as possible. 

Free Gifts 
On occasions we may add free gifts to orders, gifts are added subject to availability only and completely at random. Unfortunately we are unable to exchange any free gift you receive for another item or credit. 

Shipping 

Which courier will deliver my order?
We use Australia Post for our Standard & Express Delivery within Australia. 

International orders will be sent using DHL or Australia Post. 

We reserve the right to use an appropriate shipping method on all orders. If you require a specific courier we may ask for further payment to cover any charges incurred. 

How long is delivery? 

For metropolitan areas in Australia, there’s good news. If you order EXPRESS before 1pm EST, we’ll get dispatched on the same day. For Standard Delivery, we get dispatched 1-2 business days after you’ve placed your order.

For those of you outside major metropolitan zones in Australia, delivery times can vary. But sit tight - we’re coming for you.

Here’s a rough guide for Standard Delivery:

Sydney and NSW: 1-2 business days (1 day express)
Melbourne and VIC: 2-4 business days (1-2 days express)
Canberra and ACT: 1-3 business days (1-2 days express)
Brisbane and QLD: 2-4 business days (1-2 days express)
Adelaide and SA: 2-4 business days (1-2 days express)
Perth and WA: 2-7 business days (2-3 days express)
Tasmania: 2-5 business days (2-3 days express)
New Zealand: 4-10 business days
USA and Other International Countries: 10-20 business days

Business days exclude weekends and public holidays.

After placing your order, you’ll receive a dispatch email confirming your order is on its way. This email will include a tracking number so you can keep an eye on your delivery date. Once your order is in the hands of the postman, it becomes the property of Australia Post/International courier companies. They’re safe hands, but if your Hype delivery doesn’t reach you in the above time frame, send us a message and we’ll help you track it down.


How much is delivery? 

For standard post, we offer a flat shipping rate of AU$9.95 on all orders within Australia & New Zealand. We offer EXPRESS shipping in Australia for a flat rate of AU$14.95, no matter if you live country, coastal or skyscraper.


How can I track my order? 
A tracking number will be included in your dispatch confirmation email. 

How do I know my order has been dispatched? 

An email will be sent confirming your order has left our warehouse your tracking information will also be included in this email. 

What if I’m not at my address when my order is delivered?
If a delivery is attempted and not completed a card will be left and your order will be held at your local post office awaiting further instruction, once it has reached this stage you can either arrange a re-delivery for a convenient date or collect it in person from the depot. Failing this your order will be returned to us and we will contact you via email. 

Can someone else sign for my parcel? 
It does not have to be the addressee that signs for your parcel. A signature is logged for security reasons, any signature provided at the delivery address will be taken as proof of delivery. 

Can I amend my delivery address? 
If you have made a mistake with your address when placing your order please contact us immediately so we can try to rectify your details. Please quote your order number when doing this to speed the process up. 

Please note if your order has already left our warehouse then we are unable to amend the shipping details. 

If your order can not be delivered due to the address being incomplete or being refused at the address we will contact you directly, this will not be until the item is returned to us. 

Do you deliver to my country? 
At this stage we only deliver within Australia and New Zealand.  

Will I be required to pay Customs and Import charges?
Any customs or import charges that occur are the responsibility of the recipient, these will be charged at the point of delivery. Unfortunately we have no control over these charges as all charges will vary depending on the destination selected. 

Paying What payment method do you accept? 

Afterpay

PayPal

Credit Card 

When will payment be taken from my account? 
Payment is usually taken as soon as the order has been placed. It can take up to 5 working days before the funds show as having left your account. 

Returning

How do I return my order? 

Full details on how to make a return can be found here.

Please note – at this moment at time we do not offer an exchange, if you wish to change the size, colour or style of your item a new order will have to be placed. Please accept our apology for any inconvenience this may cause. 

How do I know you have received my return? 
We try to process all returns within 5 working days of receiving them this is not always possible during busy periods. An email will be sent once the return process has been completed. 

How long does it take for the funds to be back in my account?
Refunds are usually processed within 5 working days and the funds are usually back in your account within 48 hours. As soon as the refund is completed the amount of time it takes to appear back in your account is beyond our control, if you do have a concern please contact our customer service team who will do their best to help resolve the matter. 

Do I have to pay for return postage? 
Unfortunately we are unable to cover any cost you may incur when returning an item unless the item is faulty or incorrect. 

I’ve not been refunded the full amount? 
If you have returned your item(s) for being unsuitable we are only able to refund the item(s) cost this will not include the original delivery cost. 

Should your item(s) be faulty a full refund will be issued including the original delivery charges and the return delivery cost. 

Products 

Are more sizes available? 
The sizes shown on our website are the only sizes available. Please keep checking the item as a return may be made and added to our website. 

Will you be getting a restock? 
Where possible we will restock popular items, however some items are limited edition and sell fast.  As soon as we receive a restock this will be added to our website. It’s worth following us on Instagram and Facebook to keep up to date with restocks and new products so you don't miss out again. 

The item I ordered is now on sale, can I get a refund for the difference? 
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be. You are more than welcome to return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won't purchase this item before you get chance to do so.