HypeUnique Support Center
Our happiness team is here to help. Find answers to common questions about orders, shipping, returns, refunds, and Quality Check services.
Common Purchase Questions
Orders & Shipping
Is your quality good?
HypeUnique focuses on high-quality replica sneakers, streetwear, and accessories at competitive prices.
We work with our dedicated factory and partner factories and pay attention to product details, materials, stitching, construction, and overall finishing.
If you have questions about a particular product or its available versions, please contact customer support.
How do I place an order?
Select the products you want, add them to your cart, and submit your order. You will receive an order number.
If additional payment instructions are necessary, contact customer support with your order number.
Our team aims to respond as promptly as possible.
How long does delivery take?
Delivery generally takes approximately 8–13 days, although delivery times may vary depending on the destination and logistics circumstances.
Customs processing, weather conditions, or transportation issues may cause delays.
If an order has not arrived within 25 days from the shipping date, please contact support so we can investigate with the carrier.
The 25-day period starts on the date the order is shipped, not the date it is placed.
How much does shipping cost?
Shipping costs are calculated at checkout based on the number of items and the delivery address.
Your applicable shipping fee will be displayed during checkout before payment.
Costs may vary according to order quantity, destination, and available shipping options.
What happens if my package is lost?
If a package is confirmed lost during transit, HypeUnique will provide a free replacement or a refund.
No additional shipping or insurance payment is required.
If your order has not arrived 25 days after the shipping date, please contact us to request a shipment investigation.
A delay alone does not automatically mean a shipment is lost.
Tracking says delivered, but I haven’t received the package. What should I do?
Please contact our support team with your order number and tracking information.
We will review the delivery details and investigate the issue with the carrier before deciding on the appropriate resolution.
What if my package is held or seized by customs?
Contact customer support and provide your order number, tracking details, and any customs notice you received.
We will review the situation and the available options. Cases involving lawful customs enforcement are handled separately under applicable policies and laws.
Will multiple items be shipped together?
Orders containing multiple products may be shipped in separate packages.
When an order is divided into multiple shipments, corresponding tracking numbers will be provided.
Do you accept returns and refunds?
Yes. We accept return requests within 30 days of delivery.
For standard returns, items must be unworn, unused, and in their original condition.
Please contact support for return authorization and instructions.
For returns based on personal preference, sizing choices, or change of mind, customers pay return shipping to China.
Incorrect or defective items are handled under our separate quality-related policy.
Do you ship to my country?
We support shipping to many countries and regions.
Some destinations, including certain remote locations, may not be supported by available logistics services.
Contact support to confirm availability for your address.
Do you accept wholesale or dropshipping orders?
Wholesale
Please contact our wholesale support team on WhatsApp to discuss wholesale availability, quantities, and order conditions.
Dropshipping
You may place an order using your customer’s delivery address.
We do not include HypeUnique promotional materials in dropshipping packages.
What payment methods do you accept?
Available payment methods are displayed during checkout or provided through authorized payment instructions.
Please contact support if you need assistance completing your payment.
Why haven’t I received tracking updates?
Some international shipments do not show regular tracking updates until they arrive in the destination country.
The initial international logistics stage may take approximately 7–10 days.
Tracking information should update after the shipment is received by the relevant local carrier.
If tracking remains unchanged or you are concerned about the shipment, please contact support.
Do you offer fast shipping?
Fast shipping may be available for eligible orders to the United States.
If an eligible fast-shipping order arrives later than the applicable fast-shipping timeframe, we can refund the additional shipping fee.
This is the difference between the fast-shipping cost and regular shipping cost.
Why didn’t my order arrive within the estimate?
Delivery estimates are approximate and may be affected by customs processing, carrier operations, or weather.
If the shipment has not arrived within 25 days from its shipping date, please contact us for an investigation.
If the package is confirmed lost during transit, we will provide a free replacement or refund.
Are there any import duties or customs fees?
HypeUnique covers import duties and customs clearance charges for customer orders.
Customers are not required to pay additional import duties upon delivery.
If a carrier unexpectedly requests a duty or customs clearance payment, please send the relevant invoice or notice to customer support.
We will review the request and arrange payment or reimbursement of covered charges.
Separate applicable sales taxes will be disclosed as required by law.
Can you provide Quality Check (QC) photos?
Yes. Select the optional QC service at checkout.
For eligible orders, we will send photographs of the actual item before shipment.
Once you approve the QC photos, we proceed with shipping.
If no response is received within 48 hours after the QC photos have been sent, the item will be automatically approved for shipment.
If you identify a significant quality defect or material difference from your order, contact us before shipment.
Product Returns & Replacements
Returns & Exchanges
What is your returns policy?
We accept return requests within 30 days of delivery.
For standard returns, items must be unworn, unused, and in their original condition.
Contact support for authorization and return instructions before sending anything back.
Customers pay return shipping to our designated return address in China for standard change-of-mind, personal preference, or sizing-related returns.
For incorrect or significantly defective products, we will review the issue and provide appropriate remedies at no additional cost.
What if I received the wrong item?
Contact our support team as soon as possible, preferably within 7 days of delivery.
Provide your order number and clear photos of the incorrect item.
Once the issue is verified, we will arrange an appropriate refund or replacement at no additional cost.
Where a return is needed because of our error, we will cover the necessary return shipping.
The preferred 7-day notification period does not remove mandatory legal rights.
What should I do if I receive the wrong pair of shoes?
Receiving the wrong pair of shoes is very rare. If it happens, please contact our support team for assistance. Include your order number and clear photos of the shoes you received, the packaging, and the shipping label.
We recommend that all customers record a short unboxing video showing the package being opened and the shoes inside. This can help us review the situation more quickly and reduce unnecessary back-and-forth.
An unboxing video is recommended, not required. If you did not record one, please still contact us. We will review the available information and help you with the next steps.
What if my item arrived damaged?
If a product has a significant quality defect or arrives damaged, please contact us as soon as possible, preferably within 7 days of delivery.
Send your order number and photographs showing the problem.
After verification, we will arrange an appropriate refund or replacement at no additional cost.
If a return is needed due to our error, we will cover the necessary return shipping costs.
Where should I send my authorized return?
Please contact support to receive an authorized return address and instructions.
Our designated return address is in China.
Customers pay standard return shipping for personal preference, change-of-mind, or sizing-related returns.
Necessary return shipping resulting from a verified seller error will be covered by us.
Who pays for return shipping?
Standard Returns
The customer pays return shipping to China for personal preference, change of mind, or sizing choices.
Seller Errors
If an incorrect or significantly defective item requires a return due to our error, we cover the necessary shipping costs.
How do I contact customer support?
Contact us through email or WhatsApp. Include your order number when asking about an existing purchase.
Email: [email protected]
WhatsApp: Start a conversation
What if I entered an incorrect shipping address?
Please review your delivery address carefully.
If you discover an address error, contact our support team as soon as possible.
If a package is lost or cannot be delivered because of an incorrect customer-provided address and cannot be recovered, free reshipment or refund may not be available.
Additional payment may be required for a replacement depending on the circumstances and applicable law.
Can I change or cancel an order?
You may request cancellation before shipment.
Standard customer-initiated pre-shipment cancellations, such as no longer wanting the item or changing your mind, are subject to a 10% cancellation fee where disclosed before purchase and permitted by law.
The standard fee does not apply where we cannot fulfill the order, where a qualifying QC issue cannot be resolved, or where applicable law requires a different remedy.
Once a shipment is in transit, cancellation is normally unavailable. Eligible returns can be requested after delivery.
Can I pre-order an out-of-stock item?
Pre-orders may be available for selected out-of-stock items.
Please contact support to confirm availability, processing requirements, and order conditions.
Refunds & Order Changes
Refunds & Cancellations
Can I get a refund?
Refunds may be available for eligible circumstances, including:
- Standard returns requested within 30 days of delivery that meet return conditions.
- Verified incorrect or significantly defective products.
- Packages confirmed lost during transit.
- Orders we cannot fulfill where no alternative is accepted.
- Eligible pre-shipment cancellations, subject to the applicable cancellation policy.
Standard customer-initiated pre-shipment cancellations may be subject to the 10% cancellation fee. Legal rights remain unaffected.
How will I receive my refund?
Refunds are normally issued through the original payment method where available.
For example, eligible PayPal payments are normally refunded through PayPal, and eligible card payments to the original card.
Processing times may vary according to the payment provider or financial institution.
When does the 10% cancellation fee apply?
The 10% cancellation fee applies to standard customer-initiated cancellations before shipment, provided that the fee was disclosed before purchase and is lawful.
This includes situations where the customer:
- No longer wants the ordered product.
- Changes their mind.
- Decides to buy a different item.
- Cancels for personal sizing or style reasons.
- Requests cancellation for another personal reason unrelated to seller error.
The standard fee does not apply if we cannot fulfill the order and no alternative is accepted, or if a qualifying QC problem cannot be resolved.
Mandatory legal cancellation and refund rights remain unaffected.
What are the QC cancellation rules?
QC Selection
Customers may purchase the optional QC service at checkout.
Photographs and Approval
If the service is available for your order, we will send actual-item photographs before shipment.
Once you approve the photos, we proceed with shipping.
If no response is received within 48 hours after the QC photos have been sent, the item is automatically approved for shipment.
Quality-Related Problems
If the photos show a significant quality defect or material difference from your order, please contact us before shipment.
We may offer a replacement item and new QC photos without additional charge.
If we cannot provide a conforming item, cancellation is permitted without the standard cancellation fee.
Change of Mind
Personal preference, sizing choices, or change-of-mind cancellations before shipment remain subject to the 10% standard cancellation fee, where applicable.
QC Service Fees
Once the inspection and photographs are completed, QC service fees are normally non-refundable, except where a refund is required because of our error or applicable law.
US Warehouse Orders
QC photographs cannot be provided for US warehouse fulfillment. If purchased, the QC fee will be credited to your account, subject to applicable rights.
See our Terms & Conditions for the complete policy.
Can I get a refund if my package is lost?
Yes. If a package is confirmed lost during transit, HypeUnique will provide a free replacement or refund.
No additional shipping or insurance fee is required.
If the package has not arrived 25 days after its shipping date, contact support to begin an investigation.
A delivery delay is not automatically treated as a confirmed loss.
Incorrect addresses and lawful customs enforcement are reviewed separately under applicable policies and laws.
Still Need Help?
Our support team can assist with product questions, payments, shipping updates, QC requests, returns, and refunds. Please include your order number when contacting us.