FAQ's
Welcome to the Drops FAQ page! Here, you’ll find answers to common questions about our products, shipping, returns, and more.
Shipping & Returns
Below are some common questions about shipping
Where do you ship?
We ship to the following countries:
- Australia
- Asia Zone (India, Japan, Malaysia, Pakistan, Philippines, Singapore, South Korea, Thailand, Vietnam)
- Canada
- EU (France, Germany, Italy, Netherlands, Poland, Spain, Sweden, Switzerland)
- United Kingdom
- United States
How long does shipping take?
Items will usually be dispatched within 7 working days after the order is placed. Depending on which country your item is being shipped to, it can take between 1-2 weeks minimum.
How much does shipping cost?
Shipping costs are calculated based on where your item is being shipped to. You will find out the exact shipping cost when you check out.
How can I track my order?
Customers can track their order by checking logging in and checking the order status in their account.
Do you offer expedited shipping?
No.
Do I have to pay customs/import taxes?
Not all customers will be required to pay customs tax. If you do, the cost will depend on where your item is being shipped to.
Returns
Below are some of are common questions about orders
What is your return policy?
Customers can apply for a refund or return if their item is severely damaged or lost during delivery.
How do I initiate a return?
To apply for an exchange or refund, customers must email us (support@hape.io ) with their name, order number, and photos/videos as evidence. Approval is required from our team.
Do you offer exchanges?
Customers can apply for an exchange only if they receive an item in the wrong size or colour which is not the same as what they ordered. They can keep the incorrect item, and we will send them the correct one.
Can I exchange or return a product bought on sale?
No
Who covers return shipping costs?
We will cover the shipping cost.
When can I expect my refund?
Processing a refund may take at least 14 working days after approval, please note that depending on your bank's processing time, you may receive your refund later than this.
Products
Below are some common questions about our products
Are the sizes true to fit?
Our clothing is oversized.
Will there be restocks for sold-out items?
We currently do not plan to restock any of our items, but this could change.
Where are these products made?
China and Poland.
How do I know how many quantities of a product are in stock?
The stock count for each item, colour and size will show when you click on the size of a product.