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FAQs

Where to use HubBox

With which online retailers can I use HubBox Click & Collect?

Absolutely any online retailer in the world - we have no restrictions providing it’s legal!

What are Partner Retailers?

Partner Retailers are online shops that offer HubBox Click & Collect at their checkout. You’ll find a full list of HubBox’s Partner Retailers when you download our App for iOS (Google App coming early 2017).

Parcel Collection

How do I know when my parcel has arrived at my Collect Point?

You will receive an email with your Collection Code when your parcel arrives. If you have more than one parcel waiting at the Collect Point, you can use one Collection Code to pick up multiple parcels. PLEASE NOTE: Opening hours at Collect Points can sometimes vary due to holiday hours, etc. Please call ahead if you have any question.

How do I collect my parcel?

Simply show your Collection Code (hint: we emailed this to you) at your Collect Point. If you’ve forgotten your Collection Code, just show your ID (passport or driving license).

How long do I have to collect my parcel?

You have 14 days to collect your parcel from when you receive your Collection Code. Please be aware if you do not pick up your parcel within 30 days, we may charge you the normal HubBox rate and may also charge you to return the parcel to the retailer.

What should I do if I think my parcel should have been delivered, but I have not received my Collection Code from HubBox?

Just contact us and we’ll look into it for you right away.

Can a friend or relative pick up my parcel for me?

Yes they can. All you need to do is give your chosen person your Collection Code, which can be found in your delivery confirmation email. However please note that without the Collection Code, they cannot pick up your parcel for you.

Found HubBox at the checkout of an online shop?

What are Partner Retailers?

Partner Retailers are online shops that offer HubBox Click & Collect at their checkout. You’ll find a full list of HubBox’s Partner Retailers when you download our App for iOS (Android App coming early 2017).

I’ve ordered a parcel from a Partner Retailer, will HubBox charge me?

No! We do not charge customers when you find HubBox as a delivery option at a Partner Retailer Checkout. For a list of our Partner Retailers, please download our App for iOS (Android App coming early 2017).

How long will it take for my order to arrive at my chosen HubBox Collect Point?

You will still be able to choose your shipping options as usual - so delivery time will be based upon what shipping option you choose (next-day, standard delivery, etc.). Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen Collect Point. You will receive confirmation from HubBox via email when your parcel is available for collection. This will include your unique Collection Code. Unfortunately a specific time for arrival cannot be given.

What if my order includes back-order items?

Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated HubBox Collect Point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from HubBox and two HubBox Collection Codes - don’t worry, you can use either Collection Code to collect your second parcel.

Payment

How does my free trial work?

When you register, you will receive 1 free parcel collection to try out the service.

How much does it cost?

It costs £1.95 per parcel collection or £6.95 for a monthly subscription. The monthly subscription is UNLIMITED so you can shop till you drop! If you find HubBox as a delivery option at the checkout of one of our Partner Retailers, your parcel collection is free!

Why do I need to enter my card details?

We need your bank details to verify your account and make sure only you can pick up your parcel. Don’t worry, you will not be charged for your first free parcel collection or for collecting parcels from Partner Retailers.

Are my payment details stored securely?

Yes! We don’t store any of your payment details in our systems. They are stored offsite and managed by Braintree (powered by Paypal) who manage customers like Uber and AirBnB.

Can I cancel, upgrade or downgrade my account whenever I want?

Yes! You can amend your type of account whenever you want at no cost. Just head to your account page here.

When do I get charged for a Pay As You Go account?

Your card will be charged £1.95 for each parcel you have delivered to your Collect Point (after your free trial and not including Partner Retailers parcels). Please note that we may charge you for that delivery up to 30 days after your parcel has been collected.

How much does it cost?

It costs £1.95 per parcel collection or £6.95 for a monthly subscription. The monthly subscription is UNLIMITED so you can shop till you drop! If you find HubBox as a delivery option at the checkout of one of our Partner Retailers, your parcel collection is free!

HubBox restrictions

What is the maximum size of parcel I can send?

You can send parcels up to 70cm x 70cm x 70cm, and up to 20kg. Our rule of thumb is that one person should be able to carry the parcel. If you send an item that is too big or heavy for one person to reasonably carry, the Collect Point will not accept delivery.

Are there any restrictions on the type of goods I can have delivered?

Yes, there are. You can check out our Terms and Conditions for the full list of prohibited items - but in short, if you steer away from anything illegal, oversized, flammable, dangerous, live (e.g., animals) or ridiculously expensive, you should be fine. PLEASE NOTE: maximum size of parcels listed above.

Are there any limitations on the use of my HubBox Collect Point?

You can send as many parcels to your Collect Point as you like; the only rule is that you must not have more than 5 parcels waiting to be collected at the Collect Point at one time.

Have a problem?

What is the maximum size of parcel I can send?

You can send parcels up to 70cm x 70cm x 70cm, and up to 20kg. Our rule of thumb is that one person should be able to carry the parcel. If you send an item that is too big or heavy for one person to reasonably carry, the Collect Point will not accept delivery.

Are there any restrictions on the type of goods I can have delivered?

Yes, there are. You can check out our Terms and Conditions for the full list of prohibited items - but in short, if you steer away from anything illegal, oversized, flammable, dangerous, live (e.g., animals) or ridiculously expensive, you should be fine. PLEASE NOTE: maximum size of parcels listed above.

Are there any limitations on the use of my HubBox Collect Point?

You can send as many parcels to your Collect Point as you like; the only rule is that you must not have more than 5 parcels waiting to be collected at the Collect Point at one time.

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