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FAQs

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What is Hypelocker?

Lovers of streetwear for many years, we are a group of people who decided during the health crisis to create our own marketplace to keep streetwear alive in the world. We’re founded and staffed by streetwear connoisseurs with deep histories in the products we sell. We make it easier to buy premium footwear, apparel, accessories, collectables, gadgets and perfumes. Our merchandise is on-hand and available online at Hypelocker.eu.

How does it work?

Our merchandise come from multiple suppliers around the world. We are very careful about the quality of what we add to our online store because we want to put quality before quantity. For us, customer satisfaction is more important than anything else.

Are your items new?

Hypelocker only sells 100% new and authentic items.

How do I know if the items are authentic?

All Hypelocker items are 100% authentic, guaranteed. At Hypelocker we offer only original products of the highest quality from reputable companies. We supply our store only from certified producers or authorized distributors. We sell brand new items in original packaging.

I have a coupon code. How do I use it?

Coupon codes can be redeemed on the Cart and Checkout page. On the right-hand side of the outlined “Have a coupon?“ box is “Click here to enter your code“. After clicking you will see bellow “Coupon code” box. Copy your code here and the discount will be applied to your cart immediately.

Coupon codes cannot be applied during promotional periods or sale dates, nor can they be combined with any other offers.

What payment methods are accepted?

Hypelocker web shop uses Stripe as a payment processor in order to enable you easy and secure online payments.

When using Stripe, your card will be charged directly. Transactions are secure and encrypted, and either we or payment providers store your credit card information. Payments are processed through Stripe which is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS) and ensures the secure handling of credit card information made through our store. For more informations you can read Stripe privacy policy.

Why was my order cancelled?

An order can be cancelled for a variety of reasons.

One reason is because we could not verify the payment details provided. In these instances, you may place your order again using a verified alternative payment method.

We may also cancel your order if an item(s) witin your order become unavailable prior to preparing your order for shipment.

For all cancelled orders, a refund of the item(s) will go back to your orginial form of payment.

Do you sell gift cards?

Unfortunately, Hypelocker does not offer gift cards at this time.

How do I contact Hypelocker?

Our Customer Care team is here for you 5 days a week. Our normal business hours are from Monday – Friday / 10:00 – 17:00, excluding public holidays in Croatia. We try to reply to all customer inquiries within 24 hours. You can contact us via email address: info@hypelocker.eu or using a Contact form on Hypelocker website.

Delivery & Returns

When will my order ship?

For all orders, processing and verification times range from 7 — 10 business days before an order ships. Additional time may be required during promotional periods and holidays. We ship orders Monday through Friday, except on the Croatian public holidays.

Where is my order coming from?

Everything Hypelocker sells is stored in one of our retail locations or warehouses in Croatia, Europe. Having all the merchandise on hand allows us to verify authenticity and ship items faster.

Do you ship internationally?

Unfortunately, no. At the moment we only ship to member states of the European Union.

How can I track my order?

Orders can be tracked within tracking number which you will receive on you email after parcel is shipped to your address.

Can I change the address on my order?

Once an order has shipped, we cannot make any changes to the shipping address. If your order has not shipped, please contact our Customer Care team and they will do their best to accommodate the request.

Can I change the size, color-way, or model of my order?

Once an order has been placed, we cannot make any adjustments to size, color, or model.

What is your Returns Policy?

You have the right to withdraw from the contract within 30 days without giving any reason. If you would like to return purchased goods, please send them to us. The return must be made within 7 days of the day you notify Enterprise Studio about the cancellation. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory.

 

Please note that the following conditions apply for returns:

• Make sure that your returned articles are complete, unworn, unwashed, include the product label and in their original packaging.
• A clothing item you are returning can be tested for fit but may not be worn.
• Authenticity tags on footwear must be intact. If removed, the item will not comply with the returns policy and will not be refunded.
• Footwear must be returned in the original box provided, and packaged inside a protective shipping box.
• Other products that you are returning – must remain in original unopened packing so that the product can be sold again.
• Panties, boxers and briefs can only be returned if unopened in original packaging, unworn and in the same condition as delivered, with all tags attached.

Return requests must be submitted within 30 days of the delivery date, and item(s) must be shipped back within 7 days of an approved request. Items that do not comply or are sent outside of this window are subject to refusal and may sent back to you.

 

You are responsible for all costs regarding return shipping, unless otherwise is agreed between you and Hypelocker. Returns cannot be organized via third parties (e.g. by refusing delivery etc.). We will not accept packages sent “cash on delivery“. If you believe you have received a damaged or defective item, or there has been a fulfillment error, please reach out to help@hypelocker.eu, and our Customer Care team will be happy to assist.

How to return?

Now you have up to 30 days for return of purchased goods!

Please use the “Withdraw from the contract of sale” form, which came with your order or download it as a easy editable PDF file.

 

 Download: “Withdraw from the contract of sale” (Return form)

 

Booking your return is easy. Here’s what you need to do:

Step 1. Place each item you’re returning with any designer boxes or cases that came with your order inside the Hypelocker packaging.
Step 2. Fill in the return form supplied and pop it into the parcel together with the item(s) being returned.
Step 3. Seal the parcel securely and take it to your preferred shipping partner.

Please note that you have to cover the costs of returning the items back to us by yourself.

 

Please send your return to the following address:

Enterprise Studio d.o.o.
Ulica Ivana Gundulića 1A
10380 Sveti Ivan Zelina
Croatia / Hrvatska

 

We recommend you return your items using the packaging your order arrived in. If you’re unable to do this, please find a suitable alternative. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund. We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

I received confirmation that my return has been delivered. When will I receive my refund?

Please allow up to 10-14 business days to inspect your returned item(s) and process a refund back to your original form of payment.

Payments

What is PSD2?

PSD2 is a new European law introduced to make online payments more secure. When you place an order online using a card payment, your bank may ask you to confirm your identity through 3D Secure authentication.

What are the payment steps when I place an order?

When you place an order, you may be directed to a 3D Secure authentication by your bank. There are many ways to authenticate online payments and you could be asked to confirm your identity through SMS, email, or TouchID. Once your payment is authenticated and the order has been placed, you’ll return to the Hypelocker confirmation page. As soon as your order has been confirmed, you’ll receive an email.

How will my bank confirm my identity?

Get in contact with your bank to understand their 3D Secure authentication process. Make sure they have the correct contact details for you just in case they use SMS or email for authentication.

If I’m unable to place an order, what should I do?

If something didn’t go quite right, contact our friendly Customer Care team to place an order over the phone.

I have some more questions about payment: who should I contact?

Please don’t hestitate to contact our Customer Care Advisors to answer any additional questions you may have.

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