Frequently Asked Questions
Where can I 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 use HubBox Click & Collect software at their checkout. For a list of our Partner Retailers, please see our current retailers in your account.
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 questions.
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 Photo ID (passport, driving license or bank card).
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.
Spotted HubBox at the checkout of an online retailer?
What is the difference between HubBox on a retailer website and MyHubBox?
In terms of how the service works, none at all. In both cases, you choose a HubBox Collect Point as your delivery destination and can pick your order from there when it arrives. With MyHubBox you receive an ID that is personal to you that you can use on the checkout of any website – regardless if they have an integrated Click & Collect option or not.
What are partner retailers?
Partner Retailers are online shops where you can see HubBox Click & Collect at their checkout. You’ll find a full list of our current Partner Retailers in your HubBox account.
I've ordered a parcel through a Partner Retailer, will HubBox charge me?
No! We do not charge customers when you choose HubBox as a delivery option at a Partner Retailer Checkout. For a list of our Partner Retailers, please see our current retailers in your account.
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.
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. If you find HubBox as a delivery option at the checkout of one of our Partner Retailers, your parcel collection is free!
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.
When do I get charged?
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.
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
Experiencing an issue?
What do I do if I can’t enter my HubBox ID in the Last Name field at an online shop?
Just enter your HubBox ID as the first line of the address (remember to use your Collect Point address as the delivery address). If that’s still not possible, don’t worry, we can identify you by your name in a pinch.
There's no Collect Point near me?
We’re sorry to hear that. Let us know here where we should set one up next – we will contact you within 14 days to let you know when it’s ready for you!
What happens if I shop at a Partner Retailer but don’t use the HubBox Click & Collect delivery option listed at the checkout?
If you are a HubBox customer and you shop with one of our Partner Retailers, you should select the Click & Collect option offered at checkout. If you select alternative delivery and enter your own HubBox ID & Collect Point details, you will be charged by HubBox for the parcel collection.
What happens if my parcel is lost or damaged?
If your parcel appears to be damaged when it arrives at our Collect Point, the Collect Partner will typically not accept delivery. As we are simply signing for and storing your parcel until collection, the chances that your parcel will be damaged during this process are very minimal. However, if you do think that your parcel has been damaged after delivery, please let us know. We will look into it, and may compensate you up to a maximum of £60. Please see our Terms and Conditions for further information.