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Order Issues

I have an incorrect item in my order, what do I do?

We want to sort out any issues with incorrect items straight away.

Please contact our Customer Care team with your order number and the incorrect item’s name and product number.

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

Can I cancel my order after I've placed it ?

There are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:

If you chosen free shipping ,Request product cancellation in 12 hours time.

Or if you chosen expedited shipping,Request product cancellation in 8 hours time.

If you still want to cancel your order click here to sign into your account. Look at your last order – if the button next to it says ‘Request Cancel’ ,Just click it.We’ll cancel your order.

When you place an order with Hypemasks, the funds are reserved for us – we don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don’t take the money however it may take up to 10 days for your bank or card issuer to make your funds available to you again.

If you want to cancel order after time we stated above then we can’t able to cancel the order.

Payments & Promos

How can I pay for my order?

You can use any of the payment types supported by PayPal for your order. We take your security very seriously, therefore your details are safe with us.

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

Can you help me with my promo code?

You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the ‘Coupon Discount’ box in cart section.

Delivery & Tracking

What should I do if my order hasn't been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

Free shipping usually takes : 7-15 days

Expedited shipping takes : 3-7 days.

*These are only estimated times.It may be delay due to public holidays and transportation issues.

You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email. Alternatively, you can log into ‘My Account’ and click ‘Track Your Order’ or you can visit Order tracking page.

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

Returns & Refunds

How do you i request for return of product ?

14-Days Return Policy: 

If you got damaged item ,Please contact us asap with a image of item that is damaged.
Returns are not applicable if:
1.Product is used.
2.You don’t want after you receive the product.
3.Product is folded or lost its original shape.

Note : Return shipping fee must pay by customer.

Refunds for items applicable if product haven’t shipped and lost in transit.So please contact us asap.Unfortunately we won’t refund once product is shipped.

Products & Stock

Can you tell me if you're getting an item back in stock?

We don’t currently have the facility to let you know when an item is due back in stock. As we like to offer you new and exciting products regularly, we don’t tend to restock a lot of our items again.

But you can contact us for the product you want,May be we can restock that particular item.

Can you give me more information about your products?

We try to give you as much useful info as we can about all our products, including:

  • A detailed description
  • Lots of pictures
  • A catwalk video
  • How the sizing works

There’s size guide page where you can find size of items.

Technical Issues

I'm having trouble signing into my account ?

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn’t recognised, follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
  • If after this you still can’t sign in, contact our Customer Care Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

I'm having trouble accessing your website. What should I do ?

Firstly, you may need to delete your cookies.

On most internet browsers you can delete your cookies using ‘Tools’ or ‘History’.

Once you’ve cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

If you’re still having problems, contact us

How can I unsubscribe from your emails/newsletters ?

If you no longer wish to subscribe toHypemasks newsletters, you can unsubscribe simply by:

  • Clicking on the unsubscribe link in one of our newslettersor

Please note, once you unsubscribe, it can take up to 7 days for the change to take effect.

PS : We only important and beautiful newsletters.

I'm having trouble entering an address on my account

You can add, remove and update your address details by logging into ‘My Account’ and clicking on the ‘Edit/Add’ button under your ‘Address ’.

Whenever you update or add an address, always remember to click ‘Save Address’ button so that the new details are ready for you next time you shop.

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