Frequently Asked Questions

Picking up your parcel

How do I know when my parcel has arrived?

You will receive an email containing a Collection Code when your parcel arrives either to your chosen Collect Point or retailer store.

How do I collect my parcel?

Simply show your Collection Code email to the counter staff to pick up your parcel securely. If you lose or forget the email, you can still pick up your parcel by showing ID (passport, driving license or bank card).

How long do I have to collect my parcel?

You have 7 days from the date of your Collection Code email to collect your parcel. If you do not want your order, you must still collect it, and then use the retailer’s specified returns procedure to return it. Uncollected parcels will not be refunded automatically.

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

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 email. Without the Collection Code email, they cannot pick up your parcel for you.

How long will it take for my order to arrive?

This will depend on which shipping option (next-day, standard delivery, etc.) you have selected on the retailer’s website. Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen Collect Point or retailer store. You will receive confirmation from HubBox via email when your parcel is available for collection. This will include your unique Collection Code – you’ll need to bring this with you in order to collect.

What if my order includes back-order items?

Your order will be split into two or more parcels, and they will arrive at different times. You will receive multiple Collection Code emails from HubBox as and when your parcels arrive.

Restrictions

What is the maximum parcel size?

Parcels can be up to 70cm x 70cm x 70cm in size, and weigh up to 20kg (if one person can carry it, you should be ok).

Are there any banned items?

Yes. Check out our Terms and Conditions for the full list of prohibited items. In short, please avoid anything illegal, oversized, flammable, dangerous, live (e.g. animals) or ridiculously expensive.

Experiencing an issue?

There's no Collect Point near me

We’re sorry to hear that. Let us know where you are and we’ll see if we can set one up for you.

What happens if my parcel is lost or damaged?

If your parcel appears to be damaged when it arrives at your chosen Collect Point, the Collect Point will typically not accept delivery and the parcel will be returned to the retailer (so that the retailer can replace and re-deliver the order). The chances of your parcel being lost or damaged whilst being stored at the Collect Point are minimal. However, if you think that has occurred, please let us know immediately and we will investigate. Providing that you inform us within the prescribed time period, if our investigation reveals that the Collect Point was at fault, we will compensate you up to a maximum of £25. Please see our Terms and Conditions for further information.

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