FAQS - I NEED HELP
FAQS - I NEED HELP
What payment methods can I use?
The following payment methods are accepted:
- Amex
- Apple Pay
- Dinners Club
- Discover
- Google Pay
- Maestro
- Mastercard
- Visa
Do you ship to my country?
We currently ship only to the United Kingdom.
* Please note we do not ship to Republic of Ireland, Channel Islands, internationally or to P.O. boxes or BFPO addresses.
Please check our Delivery Information page for more info.
Why is my debit/credit card being rejected?
This could be happening due to different reasons such as:
- Credit card contact details are not up to date
- Not enough funds available on the card
- Card being expired
- Fraud suspicion
In the event of your card being rejected at checkout, please contact your card provider for assistance prior to reaching us.
What is my order status?
You can find the status of your order by visiting the following link and pasting your tracking number recieved within your order email.
When will I get my order?
Typically, you should expect to receive delivery of your order within 2 working days / 5 working days. These times are estimates and cannot be guaranteed.
Please check our Delivery Information page for more info
Has my order shipped?
You can find the status of your order by visiting the following link and pasting your tracking number recieved within your order email.
How do I get my tracking number?
Once the order has been dispatched, you will receive an email with the shipping info including the tracking number of the shipment.
How can I return my items?
If you need to return your products for replacement or refund, please contact us via:
* Email: shopeurope@hyperx.com
(Monday-Thursday: 8AM - 5PM, and Friday 8AM - 2PM GMT).
You will receive a return reference number from us, as well as a return label by e-mail for the products concerned and a link to parcel shops where you can drop off the products. Please print out the label and stick it on the box, then hand in the parcel at your nearest drop point within 5 days from label receipt.
Please note, if you are unable to drop off the package within 5 days of label receipt please contact us at shopeurope@hyperx.com to issue a new label as the original return label will no longer be valid. Your request will be processed once we have received your returned products.
How do I cancel my order?
If you need to cancel your order, please contact us via:
* Email: shopeurope@hyperx.com
(Monday-Thursday: 8AM - 5PM, and Friday 8AM - 2PM GMT).
Can I change my shipping address?
For your protection and security, we do not allow address changes after an order has been accepted. However our Logistics provider has an option to arrange a redelivery where you are able to add a new address.
My order has not arrived, what should I do?
You can find the status of your order by visiting the following link and pasting your tracking number recieved within your order email.
If you needed further assistance, please contact us via:
* Email: shopeurope@hyperx.com
(Monday-Thursday: 8AM - 5PM, and Friday 8AM - 2PM GMT).
My order arrived damaged. What do I do?
You should inform us within 7 days of delivery, following the below steps:
- Contact our Customer Support team via email at shopeurope@hyperx.com.
- To help us fix it fast please attach photos of the damaged box/product or incomplete order and a brief description of what’s wrong - Eg: damaged box
- Our team will then be in contact with instructions regarding the next steps.
Order has been placed with incorrect email address. How can I change it?
Please contact our Customer Support team via email at shopeurope@hyperx.com and provide the correct email address.
How to personalise my compatible HyperX product?
HyperX NGENUITY is a powerful and intuitive software that will allow you to personalize your compatible HyperX products.
Set button bindings, program and store macros, and customize lighting; HyperX NGENUITY gives you as much control as you want. The software also comes with a library of presets, so you can quickly choose one to install and jump straight into the action.
How to download the HyperX Ngenuity software?
Please check our HyperX Ngenuity software page for more info.
How to find out whether a HyperX product is compatible with my device (PC, PlayStation, Xbox, …)
Please visit the product page and review the "Tech Specifications" sections at the bottom of the page.
In case you need further assistance, please contact us via:
* Chat: https://uk.hyperx.com/pages/support#chatbot
* Email: shopeurope@hyperx.com
How do I get technical support for my product?
Please check our Product Support page below:
If you needed further assistance, please contact our Technical Care team to troubleshoot your problem as they may be able to fix it without the inconvenience of having to make a return.
How do I request a refund?
If you need to return your products for replacement or refund, please contact us via:
* Email: shopeurope@hyperx.com
(Monday-Thursday: 8AM - 5PM, and Friday 8AM - 2PM GMT).
What is your return policy?
HyperX UK Shop customers count with hassle-free product returns.
In the event that you need to return a product or request a replacement, please contact us via:
* Email: shopeurope@hyperx.com
(Monday-Thursday: 8AM - 5PM, and Friday 8AM - 2PM GMT).
Please check our Returns Policy page for more info.
How long will it take for my refund to be processed?
Once your returned order has been received and verified by our Warehouse team your refund will be processed.
The refund should then clear in your bank account within 3-5 working days but could be sooner depending on your bank.
How will I know when there are upcoming promotions?
Please feel free to sign up to our newsletter where you will be kept posted on upcoming promotions.
You can also follow us on social media where you will be notified of future sales.
I haven't received my welcome promo code in my email inbox when I signed up to the HyperX Newsletter. What do I do?
It usually takes up to 10 minutes to receive the email with the discount code but this would depend on your email provider.
We also recommend that you check your spam folder.
If you have still not received it please get in touch with us through chat https://uk.hyperx.com/pages/support#chatbot /
I have a discount code, but I don't know how to redeem it / where to enter it
To redeem your discount / coupon code, you should find a box at the Checkout page with the label "Gift Card or Discount Code". By pressing "Apply", your discount code will be applied to your cart.
Please note that depending on the device you are using to navigate the site, this discount code box might be displaying differently.
If you are navigating the site from a mobile device, you should tap on "Show order summary" to expand the section where the discount box is contained.
I have a discount code, but it doesn't work
There might be different reasons why your discount code is not working. Please find some tips to help you:
- Make sure the discount code is not misspelled.
- Make sure the discount code is up to date / not expired.
- Make sure that the discount code applies to the product/s added to your basket.
- Do not use discount codes on sale or promotional items. Discount codes cannot be used in conjunction with any other coupon code or price reduction promotions.
- Make sure the minimum purchase requirement was met.
- Check that another discount code was not already applied.
What is your Privacy Policy
You can find our Privacy Statement here.
I need an invoice / receipt
Your order invoice will be sent to your email address within 2 working days after the order being dispatched.