Faqs

Frequently Asked Questions

Order Issues

How can I cancel my order – Consumer Contract regulations 2013

The Consumer Contracts Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with Just Hype and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you have paid for shipping.
The 14 calendar days start from the day after you receive your order.
If you are returning your whole order and you’ve paid for delivery we will refund the cost of Standard shipping to your country even if you've used one of our quicker delivery options. For example, if you pay £3.49 for a Next Day Delivery service when the cost of Standard Delivery is £2.49 then we will refund you £2.49. The extra £1.00 is not covered under these regulations. If only part of your order is returned, any postage charge you paid will not be refunded.
We require a confirmation of cancellation from you, through a letter or email to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013.
If you have already received your order, you are required to return the unwanted items to us. Once you inform us that you would like to cancel, we will respond with instructions on how to do this.
The returned products must be unworn and in their original condition and will be inspected once we receive them.
In the unlikely occurrence that a product is returned to us in an unsuitable condition, we may return it back to you. In this case we will not refund you.
We do not cover the returns delivery costs.

Can I cancel my order?

We do not currently hold a feature which allows customers to cancel their orders. However, please contact the customer service team, who will cancel your order if it has not already been dispatched.

Can I get a refund if the price has changed since I ordered it?

Our prices change in response to fashion trends, stock and demand from customers. Therefore, we are unable to refund the difference.

I have purchased a gift card, can I return it?

If an e-gift card is unused, we are happy to issue a full refund for it within 28 days of purchase. However, if the gift voucher has been at all redeemed, we are unable to offer a partial refund on the remaining credit.

There is an item missing from my order

We are sorry that you have received an incomplete order. Please contact our customer service team, specifying your order number and the name of the missing item. An advisor from the department will ensure that this error is rectified swiftly.

What do I do if I have received a faulty item in my order?

We are sorry that you have received a defective item. Please email our customer service team, with the following details:
Your order number
The name of the faulty item
A description of the fault
A photo of the fault

What shall I do if I have received an incorrect item in my order?

We are really sorry that a picking error has occurred in the warehouse. Please email our customer service team, with the following details so that they can quickly rectify this.
Your order number
The name of the missing item
The name and a photo of the incorrect product received

Can I amend any part of my order?

Unfortunately, we are unable to alter your order in any way, including amending the billing address, the delivery type and items or sizes purchased.

Delivery

Will my parcel be charged an import and customs tax?

Orders shipped outside of the Europe may incur an import and custom fee, where these charges will require payment by the recipient on receipt of the parcel. Just Hype does not hold any control over these charges. Furthermore, we are unable to specify the cost of these charges as this is dependent on the country that the parcel is delivered to as well as the weight and value of the contents. Please contact your local customs office for the current charges before you order.

What happens if no one is present when my order arrives?

For orders dispatched using the next day or express delivery service, if no recipient is present to accept the parcel, it will be delivered to a neighbour or the courier will attempt a re-delivery the following day. After a couple of attempted deliveries, the courier may hold the parcel at the local delivery office or return it back to us. We will contact you upon receipt of the parcel.
For orders dispatched using standard delivery, your parcel may be delivered to a neighbour or will be held at the delivery office, awaiting a collection or instructions for a re-delivery. After 18 days of holding the parcel, Royal Mail will return the parcel back to us. We will contact you upon receipt of the parcel.

Why cannot a particular item be shipped to me?

A few Just Hype products such as aerosols cannot be shipped to overseas locations due to freight regulations.

How does your next day delivery (UK Mon-Thurs) work?

In a hurry to receive that item that you have been loathing for since pay day? We hold two next day delivery services that ensure you receive your order the following day, as long as the order is placed Monday-Thursday before 3pm. One next day shipping method is a DPD tracked service that costs £4.99 per order.
You will receive a dispatch email within 4 hours from the collection, which will provide the tracking information for your order.
DPD will keep you notified of delivery updates through email and SMS.
On the scheduled delivery date, customers can select alternate delivery options including requesting leave with a neighbour and requesting leave in a safe place. Simply enter your tracking reference into the DPD website and request a delivery option.
If no recipient is present to accept the delivery, DPD will leave a calling card and your parcel will be delivered to a neighbour or the courier will attempt a re-delivery the following day.
After a couple of attempted deliveries, the courier may hold the parcel at the local delivery office or return it back to us.
The alternate next day shipping method is a Royal Mail 24 tracked service that costs £3.49 per order.
You will receive a dispatch email within 4 hours from the collection, which will provide the tracking information for your order.
If no recipient is present to sign for the parcel, the courier will leave a calling card and your parcel will be delivered to a neighbour or will be held at the delivery office, awaiting a collection or instructions for a re-delivery.
After 18 days of holding the parcel, Royal Mail will return the parcel back to us. We will contact you upon receipt of the parcel.
Currently, next day delivery is not available on bank holidays, in which case the order will only be dispatched on the following weekday.
DPD and Royal Mail may not be able to deliver within the expected time-frame if severe weather conditions occur.

How does your weekend next day delivery work?

Need next day delivery on a weekend? The DPD weekend delivery service ensures that you receive your order the following day, as long as the order is placed before 3pm on Fridays and before 9am on Saturdays. This shipping method is a DPD tracked service and costs £5.99 per order.
Weekend next day delivery is not available on Friday bank holidays, in which case the order will only be dispatched on the Saturday for Sunday delivery.
DPD may not be able to deliver within the expected time-frame if severe weather conditions occur.

How does your standard UK delivery work?

The standard UK delivery service ensures that you receive your order within 2-3 working days from dispatch. Although it is worth noting that we are unable to dispatch orders on bank holidays, in which case the order will only be dispatched on the following weekday. This shipping method is a Royal Mail tracked and signed service and costs £2.49 per order.
You will receive a dispatch email within 24 hours from the collection, which will provide the tracking information for your order so that you can view shipping updates.
If no recipient is present to sign for the parcel, the courier will leave a calling card and your parcel will be delivered to a neighbour or will be held at the delivery office, awaiting a collection or instructions for a re-delivery.
After 18 days of holding the parcel, Royal Mail will return the parcel back to us. We will contact you upon receipt of the parcel.
Royal Mail may not be able to deliver within the expected time-frame if severe weather conditions occur.

How does your international express delivery work?

In a hurry to receive that item that you have been loathing for since pay day? The international express delivery service ensures that you receive your order within 1-4 working days, as long as the order is placed on a weekday, before 9am. Although it is worth noting that we are unable to dispatch orders on weekends or bank holidays, in which case the order will only be dispatched on the following weekday. The shipping service is dependent on the location but it will either be a DHL tracked service or a DPD tracked service. For the estimated shipping timescale and postage charges for each country, please visit our shipping table
You will receive a dispatch email within 4 hours from the collection, which will provide the tracking information for your order.
The courier will keep you notified of delivery updates through email or SMS.
If the order is sent using DPD, on the scheduled delivery date, customers can select alternate delivery options including requesting leave with a neighbour and requesting leave in a safe place. Simply enter your tracking reference into the DPD website and request a delivery option.
If no recipient is present to accept the delivery, both DPD and DHL will leave a calling card and your parcel will be delivered to a neighbour or the courier will attempt a re-delivery the following day.
After a couple of attempted deliveries, the courier may hold the parcel at the local delivery office or return it back to us.
Both couriers may not be able to deliver within the expected time-frame if severe weather conditions occur.
Orders shipped outside of Europe may incur an import and custom fee, where these charges will require payment by the recipient on receipt of the parcel. Just Hype does not hold any control over these charges. Furthermore, we are unable to specify the cost of these charges as this is dependent on the country that the parcel is delivered to as well as the weight and value of the contents. Please contact your local customs office for the current charges before you order.

How does your international standard delivery work?

The international standard delivery service ensures that you receive your order within 3-5 working days from dispatch for locations inside Europe (excluding UK) and within 5-7 working days from dispatch for localities outside of Europe. Your order will either be shipped using the Royal Mail International Signed service or the Royal Mail International Tracked & Signed service, which both cost £4.99 per order.
You will receive a dispatch email within 24 hours from the collection, which will provide the tracking information for your order so that you can view shipping updates. For certain locations, we will not be able to provide further status updates after the parcel is handed to the local courier.
If no recipient is present to accept the delivery, your parcel will be held at the delivery office, awaiting a collection.
After 18 days of holding the parcel, Royal Mail will return the parcel back to us. We will contact you upon receipt of the parcel.
Royal Mail may not be able to deliver within the expected time-frame if severe weather conditions occur.
For estimated shipping timescales, please visit our shipping table.

What happens if I do not receive my order within the promised timescale?

In the event that your parcel has been dispatched but not received in-line with the timescale specified in our shipping timetable, please contact the customer service team so that an advisor can issue a claim with the courier after the elected timescale that each advocate.

Where is my order?

Tracking your order is easy. Simply log in to your Just Hype account, select the order in the ‘my orders’ section. Then proceed to copy and paste the tracking reference stipulated into the relative application as follows,
https://www.royalmail.com/track-your-item
http://www.dpd.co.uk/service/
http://www.dhl.co.uk/en/express/tracking.html
If the tracking information is not displayed on your account, please quote your order number to the customer service team, where they will be able to assist you.

Why has my parcel not been dispatched yet?

Unfortunately, during promotional periods, dispatch delays may occur. If in doubt, please contact the customer service team

Payments, promos and gift cards

I have not received my Klarna statement – what shall I do?

Please view the ‘account information’ section of your account and check that the email address provided is correct. If it is, please check your Junk and Spam folders on your email account. If it is not correct, please contact our customer service team, who will re-send your paper statement to the correct email address.

What shall I do if the Just Hype e-gift card has not been received?

The recipient will be emailed their e-gift card within 24 hours from purchase. If it has not been received within this time frame, please find the appropriate order on the ‘my orders’ section of your account and check that the recipient’s email address has been correctly provided. If it has not, please contact our customer service team, who will cancel the gift card so that a new gift card can be purchased using the correct details.

Do you offer physical gift cards?

Our gift cards can only be used on our official website, so a paper copy wouldn’t hold any benefit.

What should I do if I have been overcharged for my order?

Firstly, sorry! If you have been billed more than your items were advertised at checkout, please contact the customer service team, where we will investigate and rectify the technical issue.

Can you tell me about your online security policy?

Ensuring our customer’s safety is pivotal to us. In order to do this, we perform security checks on some orders.
If we are unable to validate your order, we may contact you requiring further information and/or a copy of a form of identification.
We will not undertake any credit checks and any checks undertook will not affect your credit rating. In the event of unauthorised use of your payment method, you must report the transaction to your payment provider. We recommend contacting us also to inform of the suspected fraudulent purchase.

How do I order using PayPal as a payment method?

Firstly, you will need to visit the PayPal website and set up an account. Once this is set up, at the payment section, please tick the box for ‘PayPal’ payment and select the ‘Proceed to Paypal’ button. You will be automatically re-directed to the PayPal login webpage where you will be required to enter your email address and password for your account. Once you have logged in, select the button to authorise the payment.
A PayPal confirmation will be sent to your email address within 24 hours, confirming the details of your payment.

Why pay with PayPal?

It is safer: shop at thousands of websites without sharing your financial details.
It is quicker: no need to type in your card details, you can check out in a few clicks.
It is easier: all you need is an email address and password to pay online.

Can I return items purchased using a gift card?

Our returns policy is the same for all payment methods used – please view our returns policy section for further information. Your gift card will be automatically re-credited for any returned items within 24 hours of issue.

Can I use more than one promo code at checkout?

Want to use a discount code at checkout? Go ahead! Unfortunately though, we can only issue one promotional code per order.

Where can I get a promo code to use on my order?

Everyone likes a discount. To make sure that you do not miss out on exclusive discount codes and access to our secret sale events, please sign up to our newsletters on the footer of our website.

How to use a Just Hype e-gift card

Redeem your gift card by selecting ‘cart’ at the top right-hand corner of the website, select ‘view shopping cart’, then paste the code in the ‘gift cards’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code.
Please enter the code without spaces.
Gift card codes must be applied before checkout as they cannot be applied later.
Our gift cards can be redeemed to purchase all items across our product range, including sale items.
Promotional and student discount codes cannot be issued on purchases with payment using a gift card.
The gift cards are only redeemable for a time limit of 1 year from the date of issue.

How can I purchase a Just Hype e-gift card?

Buying a gift card is easy. Simply select the ‘gift cards’ link on the footer of the homepage, select the gift card with the amount required then enter the sender and recipient details and select ‘add to cart’. Then along with any other items that you wish to purchase, select ‘checkout’. An order confirmation will be sent to your email address and the recipient will receive an email presenting the gift card code within 24 hours.
Please double check that the recipient’s email address is correct when entering their details; otherwise they will not receive the code.

How do I issue a store credit

Redeem your store credit by selecting ‘cart’ at the top right-hand corner of the website, select ‘checkout’ and then tick the box next to the ‘use store credit’ field. Your order total will then amend automatically, to reflect the store credit applied. Store credit must be applied before completing the checkout process as they cannot be issued later. Store credit can be redeemed towards purchases across all items in our product range, including sale items.

What payment methods do you accept?

At checkout, after entering your shipping and personal details, the available payment options for your order are displayed. Please select the circle of the payment method wanted and enter your payment details as required, then select ‘place order’. If you hold a gift card that you would like to redeem against your order, click here for more details. The prices displayed on our website include VAT. The amount you will be debited will be the price stated online as well as any delivery costs. Orders shipped outside of the European Union may incur an import and custom fee, where these charges will require payment by the recipient on receipt of the parcel. Just Hype does not hold any control over these charges. Furthermore, we are unable to specify the cost of these charges as this is dependent on the country that the parcel is delivered to as well as the weight and value of the contents.
The amount that an international customer is charged for their order is subject to the exchange rate on the date of purchase in relation to the customer's credit or debit card company.
To help assure the protection of our customers in terms of fraudulent activity, all debit and credit card holders are subject to validation and authorisation by both us and the card issuer.

How to apply a promo code

Please redeem a discount code by selecting ‘cart’ at the top right-hand corner of the website, then select ‘view shopping cart’. Then enter the code in the ‘discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code.
Please enter the code without spaces.
Promotional codes must be applied before checkout as they cannot be applied later.
Only one promotional code per order can be used.
We are unable to accept codes retrieved from external sources - only codes issued by us are valid.
Codes only hold validity when used in accordance with the terms and conditions stipulated for each individual code, in regards to factors such as time limitations etc.
Discount codes cannot be used when purchasing gift cards and lucky dip items.
Certain codes are not redeemable on sale items.

How does Klarna Buy now pay later work?

Klarna is a payment method that offers customers the option to buy now and pay later, at no extra cost. It conveniently allows you to place your order, try on your items, return any unwanted items and only pay for the items kept.
This payment option is available on orders, subject to factors such as the credit assessment issued by Klarna, stock availability of the item/s selected and the order total.
Unfortunately, if Klarna is not displayed as a payment option, this method of payment is not available to use for your order.
Once you have placed your order, you will receive an email from Klarna within 48 hours that includes a statement and payment instructions.
From that purchase date, you have 30 days to complete your payment with Klarna.
Klarna will send an email reminder 2 days before the payment deadline.
You can either complete payment by telephone on 020 3666 0148 or online by following the link provided in the Klarna confirmation email.
To ensure that all statements and notification emails are received, please ensure that the contact number and email address specified are correct.

If you have issues placing an order with Klarna, it may be due to one of the following reasons,
The billing address entered needs to be the same address that your debit/credit card is registered to.
Please pay-off any outstanding Klarna payments. Once these are paid off, please allow 24 hours before trying to pay through Klarna again.
You may not have filled a required field at the checkout stage, such as your date of birth.
If you have not used Klarna as a payment method before, please ensure that the billing address is the same as the shipping address.
Please visit the Klarna website for further information.

Do you offer Student Discount online?

We want to ensure that students can afford their gear. Therefore, please sign up to UniDays to verify your student status by selecting the link on our students page and receive a code that gives you 15% off all purchases.
Please redeem your code by selecting ‘cart’ at the top right-hand corner of the website, select ‘view shopping cart’, then paste the code in the ‘discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code.
UniDays is only available to customers in certain countries and they hold the right to reject your request for student verification.
Discount is not available on delivery charges and gift vouchers.
Your student discount cannot be used in conjunction with any other offer, including free delivery codes.

Product and Stock

How can I search for items on the website?

If you have something particular in mind, enter a brief description of what you are looking for in the ‘search justhype.co.uk’ box situated on the right-hand top corner of our website. To have a browse through, select the department wanted on the main menu then select a sub-category from the drop-down options. You can then narrow your results by selecting the product type, colour, price and size filters on the left-hand side of the screen.

I have received an email saying an item is out of stock.

We are sorry if an item ordered has sold out. Simply respond with a link to the replacement item that you require and the size if applicable. If you want a refund for this item, please respond with this instruction. If we do not receive a response within 48 hours, the item will be issued a refund and if applicable, the rest of your order will be dispatched.
We are unable to dispatch the item to you if the stock is replenished at a later date.

Can I be notified when an item is back in stock?

If an item has sold out, we may be awaiting stock. If this is the case, enter your personal details into the two fields required and select the ‘notify me’ button on the item’s webpage. If this button is not displayed, we will not be receiving further stock of the item.

How do I know that I am purchasing an authentic item?

We can safely say that you will only receive genuine items whilst purchasing from our website. All orders purchased through justhype.co.uk are distributed directly from our official Just Hype distribution centre to your front door.
We supply our products to a large number of retailers but if you are querying whether a particular store is an official stockist, please contact the customer service team.

Where can I find your size charts?

Our website holds size charts for all departments, to help you purchase the correct size. To view the relevant size chart, simply click the ‘size chart’ link on the product webpage. All measurements are in centimetres and are to be used as a rough guide only.

Are Just Hype e-gift card redeemable at your stockists or stores?

Our gift cards can only be used on items purchased from justhype.co.uk

Returns and Refunds

What if I want to return an item not purchased from the official website?

We can only accept unwanted or faulty items purchased from justhype.co.uk. All items purchased from any of our retailers including but not limited to JD Sports, ASOS and Next, must be returned to the original source of purchase, due to contractual obligations. Please contact the store directly.

Can I exchange an item in my order?

We do not provide exchanges. Please click here for our returns policy if you hold an unwanted item.

Are there any products exempt from the returns policy?

Due to hygiene reasons, we are unable to accept returns on cosmetics or underwear. However, all faulty items hold the same returns policy.

Do you refund my delivery charge?

We issue a refund for shipping costs only in certain circumstances, such as a faulty item being returned for a refund in a single-item order or an item that was not sold as advertised being returned for a refund from a single-item order. We refund the standard postage costs of an order cancelled within 14 days from receipt, under the Consumer Contracts Regulations 2013.

How does returns work when using Klarna’s buy now pay later?

Your Klarna invoice will be emailed to you as soon as your order has been shipped. Your invoice period will be shown on your invoice.
For customers located in the United Kingdom, the payment deadline is 30 days after you receive your statement.
However, for customers located in Sweden, Austria, Norway, Finland and Germany, the payment deadline is 14 days after you receive your invoice.
Your right to return items isn't affected by the payment period, and you'll only have to pay for the items that you keep.
If you have returned unwanted items from an order purchased using Klarna and your payment deadline is approaching, we recommend extending the deadline to avoid charges. You can do this through the Klarna portal – simply click here.
Klarna will send an email reminder 2 days before the payment deadline. You will then also receive a Klarna notification stipulating that the payment due date has passed. If you have received this notification but you have already returned items to us, please contact Klarna Customer Service
The shipping time-frame for returning unwanted items back to us is dependent on the delivery service that you select. Please check with your postal service for delivery timescales.
From receipt of your parcel, allow the returns department up to 3 days for your return to be processed.
Once we have processed you return, you will receive an updated Klarna invoice. Klarna will then debit the refund back to the payment card selected, within 3 working days.
Please contact Klarna Customer Service, if you hold further queries concerning your account.

What happens if I forget to include a returns form?

Do not panic! Please email our Customer Service Team, with your returns parcel tracking reference and the items returned so that we can sift through our pile of unidentified parcels to retrieve your returns package.

Can I return items from different orders in the same parcel?

Yes, this is no problem. As long as the returned item/s from each order has a separate returns form entailing the details required.

What shall I do if I have been incorrectly refunded?

We are sorry if we have made a mistake whilst processing your return. Please contact our Customer Service Team, so that we can investigate.

What address can I use to send my unwanted items back to you?

Our returns address is as follows:
Returns at Just Hype,
22 Mandervell Road,
Oadby,
Leicestershire
England
LE2 5LQ

Have you received my returned item?

Once we receive your parcel, processing the return may take up to 3 working days. You will be emailed a credit memo to confirm that your refund has been issued. The amount will be debited back to the payment method used for the order, within 1-5 days from issue. If a credit memo is not received within this time-frame, please contact our Klarna Customer Service, stating your order number, returns tracking reference and the item/s returned.

What is the returns policy?

If you are not completely happy with your purchase, please return it to us for a refund.
To qualify for a refund, all items must be returned within 28 days of receiving your order and be in an unworn, unused condition with the original tags attached.
Any footwear must be returned in its original box (if supplied boxed), with adequate protection in the parcel so that the box does not get damaged in transit.
For hygiene reasons we do not offer refunds on underwear or cosmetic products, unless they are faulty.
In the unlikely event that an item is returned to us in an unsuitable condition, we reserve the right to return it back to you.
We do not cover postage costs or provide pre-paid postage labels for returns, unless the item is faulty or incorrect.
We do not offer exchanges on any of our items. If another item is needed, return the unwanted item to us for a refund and place a new order for the required item.
In regards to international parcels, Just Hype is not responsible for any return custom charges incurred.
Please note that our stores are unable to accept returns for items purchased from our website.
Your statutory rights are not affected by our returns policy.
Please ensure that a completed Returns Form is enclosed in the parcel. If you do not have access to a printer, please include the required information on a piece of paper.
Please return all unwanted items to:
Returns at Just Hype,
22 Mandervell Road,
Oadby,
Leicestershire England LE2 5LQ
We recommend that all returns are dispatched using a tracked service. Please retain your Post Office certificate of postage receipt, so that the parcel can be tracked if it goes astray whilst in transit.
We endeavour to process all refunds within 3 working days of receipt of your parcel.
The refunded amount will be credited back to the payment method used for the order, within 1-5 days from issue.

Technical

I received an error message on your site.

We are sorry if you have incurred a technical issue on our website. Please contact our customer service team with the details of the error and a screenshot if possible. Our technical team will investigate and rectify this as quickly as possible.

How can I unsubscribe from your newsletters?

If you no longer wish to receive our newsletters, it is simple to unsubscribe.
You can select the ‘unsubscribe’ button located at the foot of all of our promotional emails. Alternatively, you can sign in to your account then select ‘newsletter subscriptions’ on the account dashboard then untick the ‘general subscription’ box and select ‘save’.

How can I unsubscribe from receiving Just Hype text alerts?

If you do not wish to receive our text alerts, please contact our customer service team, with your full name and mobile number so that we can remove you from the list.

I cannot sign in to my account.

If an error message is being displayed on the website whilst trying to log in to your account, please select the ‘forgotten password’ button just below the login fields. You will then be prompted to enter your email address where, within 24 hours you will be sent an automatic email holding a link, which will enable you to create a new password for your account.

What shall I do if I am not receiving Just Hype emails?

Whether you’re awaiting an order confirmation or our newsletters, if you are not receiving email correspondence from us, please check your junk and spam mail as they may have got automatically filtered through to this section. If so, please add us to your contact list so that all further emails will be sent directly to your inbox. If the problem is not rectified after following this procedure, please contact our customer service team who will assist you further.

How can I get in contact with your customer service team?

We hope that you will be able to find all the answers that you need on our FAQ pages. If you need to get in touch with us directly, our customer service team is available from Monday-Saturday. You can contact us through email at orders@justhype.co.uk or through our Twitter and Facebook pages. To get your query resolved on the spot, please telephone us on +44 808 164 5915 or chat to us through the live chat feature on our website, between the hours of 9am-7pm (GMT) on weekdays and 9am-6pm (GMT) on Saturdays.