Frequently Asked Questions

Order Issues

The Consumer Contracts Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us 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 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.

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

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.

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

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

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

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

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

Orders shipped outside of the UK 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.

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.

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

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 method is a DPD tracked service that costs £5.49 per order.
You will receive a dispatch email within 4 hours from dispatch, which will provide the tracking information for your parcel.
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 dispatch, which will provide the tracking information for your parcel. 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 be dispatched on the following day, for next working day delivery.
DPD and Royal Mail may not be able to deliver within the expected time-frame if severe weather conditions occur.

Need a order to arrive during the 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 11am on Saturdays. This shipping method is a DPD tracked service and costs £5.99 per order.
Next day shipping for Saturday 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.

The standard UK delivery service ensures that you receive your order within 2-3 working days from dispatch. 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, so that you can follow your parcels progress.
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.

Be quick to receive those items that have caught your eye! 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 used is dependent on the location and parcel weight but it will either be a DHL, Amarex or 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, so that you can follow your parcels progress.
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, all couriers 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. All couriers may not be able to deliver within the expected time-frame if severe weather conditions occur.
Orders shipped outside of the UK 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.

The international standard delivery service endeavours to deliver your order within 5-7 working days from dispatch. Your order will either be shipped using the Royal Mail International Signed service or the Royal Mail International Tracked & Signed service, which both cost £4.49 per order.
You will receive a dispatch email within 24 hours from the collection, which will provide the tracking information for your parcel 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.
Couriers 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.

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.

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
https://www.aramex.com/track/shipments
If the tracking information is not displayed on your account, please quote your order number and billing postcode to the customer service team, where they will be able to assist you.

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

Our warehouse endeavor to dispatch all standard orders on the same day, if placed before 3pm on working days and before 9am on Saturdays. We dispatch weekday next day orders on the same day, if placed Monday-Friday before 3pm and before 9am on Saturdays. All orders placed with weekend next day delivery, will receive same day dispatch, if placed before 3pm on Fridays and before 11am on Saturdays. We dispatch international express orders on the same day, if placed on a working day before 9am. Unfortunately, during promotional periods, dispatch delays may occur. If in doubt, please contact the customer service team

Payments, promos and gift cards

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.

If you were logged in during checkout, you will receive an order confirmation email and a separate email with a link to the online gift certificate. If you placed your order as a guest, you will receive a text confirmation of your order and a second text message holding a link to the online gift certificate.
You can then either print the certificate out to pop in a card or forward the text/email to the recipient.
If the gift certificate link has not been received within 24 hours from ordering, please contact our customer service team, who will be able to assist.

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

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.

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 also recommend contacting us of this suspected fraudulent purchase.

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 ‘complete order’ 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.

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.

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 from issue.

Want to use a discount code at checkout? Go ahead! Unfortunately though, we can only accept one promotional code per 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 newsletter on the footer of our website.

Redeem your gift card by selecting ‘cart’ at the top right-hand corner of the website, select ‘checkout’, then paste the code in the ‘gift card or discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code used.
Please enter the code without spaces.
Gift card codes must be applied at checkout as they cannot be applied later.
Our gift cards can be redeemed to purchase all items across our product range, including sale items.
A gift card is only redeemable for a time limit of 2 years from the date of issue.

Buying a gift card is easy. Simply select ‘accessories’ on the main menu then select ‘gift cards & gift sets’ on the drop-down options. Select the gift card design wanted then click on the amount required and select ‘add to cart’. Then along with any other items that you wish to purchase, select ‘checkout’.
If you were logged in during checkout, you will receive an order confirmation email and a separate email with a link to the online gift certificate. If you placed your order as a guest, you will receive a text confirmation of your order and a second text message holding a link to the online gift certificate.
You can then either print the certificate out to pop in a card or forward the text/email to the recipient.

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, paste the code in the ‘gift card or discount code’ field and click ‘apply’ at the checkout section.
The prices displayed on our website include VAT. The amount debited will be the price stated online as well as any delivery costs. 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 credit or debit card company used for payment.
Orders shipped outside of the UK 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.
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.

Please redeem a discount code by selecting ‘cart’ at the top right-hand corner of the website, select ‘checkout’, then paste the code in the ‘gift card or discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code used.
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.
Each code only holds validity when used in compliance with its terms, in regards to factors such as time limitations etc.
Discount codes cannot be used when purchasing gift cards and lucky dip items.
Discount codes are not redeemable on sale items, unless specified otherwise.

Klarna is a payment method that offers UK 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, dependant on many factors such as the customer’s age, order value, item availability and at what time the order is placed.
Unfortunately, if Klarna is not displayed as a payment option at checkout, this method of payment is not available 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 complete payment 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 under your order 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.

We want to ensure that students can afford their gear. Therefore, please sign up with us to verify your student status on our students page and receive a code that gives you 15% off all purchases until you graduate.
Please redeem your code by selecting ‘cart’ at the top right-hand corner of the website, select ‘checkout’, then paste the code in the ‘gift card or discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code used.
Discount is not available on delivery charges, lucky dip items and gift vouchers.
Your student discount cannot be used in conjunction with any other offer, including free delivery codes.

Shout out to all youth and apprentices! We are offering 20% off our products when you sign up with Youth Discount. To receive your voucher code, just enter your details to verify your aged between 16-23 or an apprentice on our youth discount page.
Please redeem your code by selecting ‘cart’ at the top right-hand corner of the website, select ‘checkout’, then paste the code in the ‘gift card or discount code’ field and click ‘apply’. Your order total will then amend automatically, to reflect the code used.
Discount is not available on delivery charges, lucky dip items and gift vouchers.
Your discount code cannot be used in conjunction with any other offer, including free delivery codes.

Product and Stock

If you have something particular in mind, select the magnifying glass icon situated on the right-hand top corner of the website then enter a brief description of what you are looking for. To have a browse through, select the department wanted on the main menu. You can then narrow your results by selecting the product type, colour, price and size filters on the left-hand side of the screen.

We are sorry if an item ordered has sold out. However, the funds will be debited back to the original payment method within 4 days from issue.

If an item has sold out, we may be awaiting stock. If this is the case, enter your email address into the field 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.

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

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

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

Returns and Refunds

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

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

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

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 Regulation 2013.

Your Klarna invoice stipulating the deadline date for payment will be emailed to you as soon as your order has been shipped. The payment deadline is 30 days after you receive your statement.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 – simplyclick here.
Klarna will send an email reminder 2 days before the payment deadline. If you have received a further notification stipulating that the payment due date has passed 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 your return, you will receive an updated Klarna invoice. If any items in the order are kept or postage costs need to be paid, please select the link included in the updated email, to pay off your bill. Please contact Klarna Customer Service, if you hold further queries concerning your account.

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.

Yes, this isn’t a problem. As long as the returned item/s from each order has a separate returns form entailing the details required.

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

Our returns address is as follows:
Toatee
Returns department
22 Mandervell Road,
Oadby,
Leicestershire
England
LE2 5LQ

Once your unwanted item is delivered back to us, processing the return may take up to 3 working days. You will be emailed a refund confirmation to inform you that a 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 refund confirmation is not received within 5 working days from delivery, please contact our customer service team , stating your order number, returns tracking reference and the item/s returned.

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.
For UK customers wishing to return item/s, we provide pre-paid postage labels which will cover the returns postage costs. Please click here, and follow the instructions to create the postage label.
Regarding international parcels, Just Hype is not responsible for any return custom charges incurred. We do not offer exchanges on any of our items. If another item is needed, return the unwanted product to us for a refund and place a new order for the required item. Please note that our stores are unable to accept returns for items purchased from our website.
Please ensure that a completed returns form 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:
Toatee
Returns Department
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 5 days from issue. Your statutory rights are not affected by our returns policy.

Regarding a faulty item, please email our customer service team , with a photo of the fault and the following details:
Your order number
The billing address under the order
The name of the faulty item
A description of the fault
If we are notified of a defect found on an item within a period of 6 months from the delivery date, you will be offered a replacement item or a store credit.

In the unlikely event that you receive an incorrect item, please email our customer service team, with a photo of the incorrect item and the following details so that they can quickly rectify this.
Your order number
The billing address under the order
The name of the missing item
The name of the incorrect product received

The returns policy only applies to items purchased from justhype.co.uk. Any items purchased from any of our retailers including but not limited to River Island, ASOS and Next, must be returned to the original source of purchase, due to contractual obligations.

Technical

We are sorry if a technical issue has occurred 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.

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 request for one of our customer service team , to remove your details from our mailing list.

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 SMS list.

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.

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.

We hope that you will be able to find all the answers that you need in our FAQs. 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 8am-6pm (GMT) on weekdays and 9am-6pm (GMT) on Saturdays.

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