Frequently Asked Questions

Where can I use HubBox?

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

Partner Retailers are online shops that offer HubBox Click & Collect at their checkout. For a list of our Partner Retailers, please see our current retailers in your account, or download our App for iOS and Android.

Parcel Collection

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.

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, driving license or bank card).

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.

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

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?

Partner Retailers are online shops where you can see HubBox Click & Collect at their checkout. You’ll find a full list of HubBox’s Partner Retailers when you download our App for iOS and Android.

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 see our current retailers in your account, or download our App for iOS and Android.

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.

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.


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

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!

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.

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.

HubBox restrictions

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.

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.

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 an issue?

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.

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!

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.

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.

Have a question not answered here?

Get in touch with our team today