Shipments and Returns
How can I return or exchange an item?
You can return or exchange items within 14 days of receiving the item (including Saturday and Sunday).
Contact customer service via email at customerservice@qlhype.com explaining the reason for the return/exchange and requesting the shipping label.
Place the items to be returned in their original packaging ensuring that the item is in the same condition in which it was received with the warranty seal attached.
Carefully seal the order and glue the shipping label sent by email from customer service to the outside.
You can take the order to a TNT collection center or book collection by calling the assistance number in your country (Italy 800 123 868).
The return shipping costs will be paid entirely by the customer, therefore the total refund amount will not include shipping costs.
For national returns (Italy) the shipping costs amount to 10 euros, while international ones (worldwide) amount to 29 euros.
Once we have received the order and verified that everything is in order, we will proceed with the refund, deducting the return costs.
Items purchased with Gift Card CANNOT be returned.
For any problem you can contact our Customer Service at customerservice@qlhype.com.
When will my order be shipped?
All orders will be processed and shipped within business hours: Monday to Friday 9.30am to 6.00pm (excluding Saturday, Sunday and public holidays).
What should I do if I receive a defective item?
We guarantee that all our items are checked by our quality control department before being shipped. If you receive a faulty item, please email customerservice@qlhype.com with your order number and item number, along with photos (showing the security tag visibly attached to the item ) in so that we can evaluate the defect.
Please note that items damaged due to normal wear and tear, misuse or accident are not considered defective items.
What should I do if I don't receive my order or if items are missing?
In the event that your order does not arrive or items are missing, you should keep the packaging so that we can establish what has happened.
Any dispute relating to damage, missing items or delivery to the wrong address must be communicated to customerservice@qlhype.com within a maximum of 10 days from the delivery date indicated on the courier's website, otherwise it will not be accepted.
When will I receive the refund?
Once your return has been received by Qlhype and the items have been verified, we will process the return and you will receive a confirmation email.
It may take a few days for the refund to appear in your account due to bank processing times.
Can I change the shipping address of an order already placed?
Unfortunately it is not possible to change the shipping address once the order is completed; however, please contact our customer service team at customerservice@qlhype.com and we will try to help you.
How can I check the status of my shipment?
As soon as your order ships, you will receive a confirmation email with a tracking number. By clicking on the tracking number you can check the status of the shipment directly on the courier's website.
Can I cancel an order?
Only orders that have not been processed can be cancelled.
To request the cancellation of an order please contact our customer service team at customerservice@qlhype.com to see if this is possible.