faqs

What is HubBox?

 HubBox is a nationwide network of Click & Collect points that allow you to shop at your favourite online retailers and pick up when you want at a location that’s convenient for you.

 Once you’ve used HubBox at Huez*, you can go on to use your HubBox ID and Collect Point address at any online retailer.

 FAQs

1. How do I select to have my order delivered to a HubBox Collect Point?

When placing your order you will be able to choose HubBox as a delivery option in the cart by choosing HubBox Click & Collect, typing in your postcode and selecting your local Collect Point as delivery address.

2. How many HubBox Collect Points are there?

HubBox around 1000 locations based at premium dry cleaners, pharmacies and convenience stores across London.

3. Where is my nearest HubBox Collect Point?

During checkout, when you choose HubBox Click & Collect as your delivery method, you will also be able to select your nearest Collect Point after typing in your postcode.

4. When are HubBox Collect Points open?

Nearly all HubBox stores are open early ‘til late, 6 or 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

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

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 once your parcel is available for collection. This will include your unique Collection Code. Your item(s) will normally arrive at the collection point within 3 working days of your order being processed. Parcels are delivered to HubBox Collect Points Monday to Saturday. Unfortunately a specific time for arrival cannot be given.

6. What do I need to take when I collect my parcel?

Please take your HubBox Collection Code or proof of ID with you when you go to the HubBox Collect Point to collect your parcel.

7. When making a collection, what ID is accepted?

HubBox Collect Points accept the following forms of ID:

• Driving licence
• Passport

8. What should I do if I lose my collection code from HubBox?

If you have lost the Collection Code sent to you by HubBox via email, you can still collect your parcel with one of the forms of ID listed above. If you require a new Collection Code from us, please don’t hesitate to contact us and we will send you a new one.

9. What should I do if I don’t receive my Collection Code from HubBox?

If you haven’t received an email HubBox with your Collection Code within 24 hours of your order, then please contact HubBox as our Customer Service team will be able to help you.

10. Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID or your Collection Code.

11. 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, so do make sure that when you are collecting your back-order item that you take the correct Collection Code with you.

12. How long will I have to collect my parcel?

You have 14 days to collect your parcel. After 14 days, we reserve the right to arrange for alternative storage arrangements or return the parcel to sender.

13. What should I do if my parcel isn't available when I arrive at the HubBox Collect Point?

Please contact us and we will look into it.

14. What should I do if I don’t want my order anymore?

All returns remain the responsibility of the consumer. If you wish to return your item, and receive a full refund, please return to Huez* at White Studio, 20 Carlisle Lane, SE1 7LG, London.

15. What if I want to return an item I have collected from a HubBox Collect Point?

If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please return your item to Huez* at White Studio, 20 Carlisle Lane, SE1 7LG, London

 

This website was carefully built using all the latest and greatest techniques.  It is a forward thinking conglomeration of nerdy marvelousness and guaranteed future proof for at least half a nano second; the web moves quickly and it wears Huez* by the way.

This site was built for modern, fast and secure web browsers.  It will work in older browsers, however some elements may not function as expected or look as perfect as they were intended.

 

Why are new web browsers better?

Far fewer instances of crashing or freezing.

More secure from virus, malware, and browser hijacking attacks.

Much faster page-loading.

Larger page-viewing area - “Oh look there’s the add to cart button!”

A large variety of useful optional plugins and add-ons that add extra features to improve web browsing.

Chrome and Firefox can be installed on Windows XP, unlike the latest Microsoft offering.

New browsers will automatically update to the latest version, or will notify you when updates are available.

 

Browsers we recommend:

Google Chrome v.36 and above

Mozilla Firefox v.31 and above

Apple Safari 7 and above

Safari iOS 7 and above

Opera 23 and above

Google Chrome Android v.4.0 and above

Google Chrome for iOS v.36 and above

 

Browsers we don’t recommend:

Internet Explorer 8 and below

Delivery to:	Standard Shipping Orders over £100	Standard Shipping Orders under £100	Express Shipping Any order value
UK addresses	FREE	FREE	£6
Europe	FREE	£10	£20
Rest of World	FREE	£20	£30

UK customers never pay for standard shipping, whatever you buy.

Huez* ships parcels to customers all over the world every day and, if you choose our 'Standard' service and spend £100 or more, there are no shipping charges.

If you want to get your parcel especially quickly, you can choose 'Express' at the Checkout and the charges in the table above will apply.

You can see estimated delivery times for each service here.

Click&Collect with HubBox

1. How do I select to have my order delivered to a HubBox Collect Point?

When placing your order you will be able to choose HubBox as a delivery option in the cart by choosing HubBox Click & Collect, typing in your postcode and selecting your local Collect Point as delivery address.

2. How many HubBox Collect Points are there?

HubBox around 1000 locations based at premium dry cleaners, pharmacies and convenience stores across London.

3. Where is my nearest HubBox Collect Point?

During checkout, when you choose HubBox Click & Collect as your delivery method, you will also be able to select your nearest Collect Point after typing in your postcode.

4. When are HubBox Collect Points open?

Nearly all HubBox stores are open early ‘til late, 6 or 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

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

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 once your parcel is available for collection. This will include your unique Collection Code. Your item(s) will normally arrive at the collection point within 3 working days of your order being processed. Parcels are delivered to HubBox Collect Points Monday to Saturday. Unfortunately a specific time for arrival cannot be given.

6. What do I need to take when I collect my parcel?

Please take your HubBox Collection Code or proof of ID with you when you go to the HubBox Collect Point to collect your parcel.

7. When making a collection, what ID is accepted?

HubBox Collect Points accept the following forms of ID:

• Driving licence
• Passport

8. What should I do if I lose my collection code from HubBox?

If you have lost the Collection Code sent to you by HubBox via email, you can still collect your parcel with one of the forms of ID listed above. If you require a new Collection Code from us, please don’t hesitate to contact us and we will send you a new one.

9. What should I do if I don’t receive my Collection Code from HubBox?

If you haven’t received an email HubBox with your Collection Code within 24 hours of your order, then please contact HubBox as our Customer Service team will be able to help you.

10. Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID or your Collection Code.

11. 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, so do make sure that when you are collecting your back-order item that you take the correct Collection Code with you.

12. How long will I have to collect my parcel?

You have 14 days to collect your parcel. After 14 days, we reserve the right to arrange for alternative storage arrangements or return the parcel to sender.

13. What should I do if my parcel isn't available when I arrive at the HubBox Collect Point?

Please contact us and we will look into it.

14. What should I do if I don’t want my order anymore?

All returns remain the responsibility of the consumer. If you wish to return your item, and receive a full refund, please return to Huez* at White Studio, 20 Carlisle Lane, SE1 7LG, London.

15. What if I want to return an item I have collected from a HubBox Collect Point?

If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please return your item to Huez* at White Studio, 20 Carlisle Lane, SE1 7LG, London

 

If your item is in stock (the Add to Basket Icon will appear) and we receive your order before midday, Monday to Friday, we will despatch it within 2 working days.

If we receive your order on a Friday, in which case we'll send it latest by Tuesday. Generally, we will always try to send your order as soon as possible.. Nobody likes waiting! We offer two delivery options: Standard and Express. Both are registered services which require a signature, so please consider using a different delivery address (for instance, your work address) if you’re out. Approximate delivery times, in working days, are:

	Standard	Express
UK	2-4 days	1-2 (see time cut off)
EU	3-5 days	2-4 days
ROW	5-7 days	2-4 days
South Korea & Japan	5-7 days	n/a

There are no returns on Sale Items. 

We want you to be happy with the products you receive from Huez* and our contract with you therefore entitles you to return goods on the conditions set out below. Nothing in those conditions affects or detracts from your statutory rights, in particular your right to receive goods which are of satisfactory quality, fit for purpose and which conform to the description given of them on our website.

If you wish to return a product:

We must receive it back within 30 days of the date on which you received it. (If it has been bought in advance as a Christmas present for someone, then the 30-day rule runs from Christmas Day!)

It must be sent to the following address by a registered and trackable service.

Huez* Returns dept.

White Studio, 
Old Paradise Yard, 
20 Carlisle Lane, 
London 
SE1 7LG 
United Kingdom

The returned product must be accompanied by our Returns Form (supplied to you in the original package but also available on request by emailing admin@huez.co.uk) and you must state on the returns form the items you are returning, the reasons you are returning them and the remedy you would prefer (refund or replacement) in each case.

If the reason for the return is that the product does not fit you, or you don't like it, it must arrive back with us unused, unwashed and in the same condition as it was in when you received it.

If the reason for the return is that the product is faulty, you must state the nature of the fault on the Returns Form. The fault must not be the result of using the product for purposes for which it was not intended.

When you request a refund for returned products, we will also refund any delivery charges which you paid for the order, unless purchased in a sale or under exceptional circumstances. 

When you request a replacement for returned products, we will always pay the shipping costs of sending the replacement if the first product was faulty or incorrectly sent by us. If the reason for the return was that you did not like the first product or it did not fit, we reserve the right to ask you to pay the shipping costs of sending the replacement and, if you decline to do so, we reserve the right to refund you for the first purchase instead of sending a replacement.

We aim to process returns within 3 working days of their arrival with us, to pay refunds within 7 days and to send out replacements within 7 days. On receipt of your return, we will email you to confirm that we have received it and to confirm what action we are taking.

If the returned products were bought by you in a sale or at a reduced price, the entitlements set out above do not apply. Section 6.3.6 of the Consumer Protection (Distance Selling) Regulations 2000 sets out your rights for these kinds of goods.

Any questions about returns should be addressed to admin@huez.co.uk

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Payment on the website is by credit or debit card. We accept Visa, MasterCard, Maestro, Maestro International, Visa Electron, Dinners, and JCB. If you prefer to pay by cheque or bank transfer, please email us (admin@huez.co.uk) and we will make special arrangements.

We charge customers' credit/debit cards at the time the order is placed. Our website does not allow you to order products which are out of stock which means that you should only ever be paying for products which can be shipped immediately. Occasionally, however, the stock position shown on the website may be inaccurate and we might be unable to send a product shown as 'in stock' and for which you have paid. If this happens, we will contact you to ask whether you would prefer to cancel the order and receive a refund or wait until stock becomes available.

Customer credit and debit cards are charged by Huez* in pounds sterling. Where prices are displayed in other currencies, these prices are indicative only and may not reflect the live exchange rate at the time. Accordingly, international customers may find that the amount shown on their credit/debit card statement is not the same as the amount which was indicated on our website - for the simple reason that currency rates have moved. This is not something within our control.

Ownership of goods remains with Huez* until full payment is received by Huez* from the customer.

If the goods ordered by you are subject to a tax, duty or other charge when the package reaches its destination, responsibility for paying those charges is yours, not Huez*'s. Huez* has no way of knowing what customs and import charges may be in force at any time in any country, and makes no allowance in its pricing policy for such charges. For the purposes of customs and other importation charges, therefore, you assume the role of importer of the goods. Huez* cannot be liable to you for any delay or failure of the goods to reach their delivery address because of the detention of a package by customs or other authorities.

Some countries charge special taxes on imported goods. This may apply to goods which we ship to you, and if it does, you'll have to pay the charges before the courier will hand over the parcel.

If your country taxes imports, your local tax office may charge you duty. Most of our parcels fall below the threshold for customs duty but if you are in doubt, it is worth checking the position locally, as Huez* can not pay your import taxes.

I’m afraid we are unable to offer advice on your country’s import laws and rates. When we send packages outside the UK, we are obliged to state what the goods are and their sale value. We can only put the true figure on.

If you reject a parcel because you don’t want to pay the import duties, it will be returned to us. In those circumstances, we will politely ask you to meet the cost of resending.

If you are a UK or EU (European Union) resident, we are required to charge you UK Sales Tax or ‘Value Added Tax’ (VAT). This is currently 20% on the combined goods value and shipping charge of your order.

The one exception to this is if your purchase is made in the name of an EU business and it has a valid VAT number. In that instance we can process the transaction without charging VAT, however to do so we need the VAT number at the time the order is placed. Our website is not set up to handle this special situation so if you want to take advantage of it, please email us on makeyourescape@huez.co.uk in advance. We can then process it manually.

If you're outside the EU and the address you’ve asked us to deliver to is also outside the EU, you don’t have to pay VAT and your shopping basket will automatically remove it. Please note, though, that if you ask us to send the goods to an address inside the EU, the exemption doesn’t apply and VAT will be added on again.

Billing Address:	Delivery Address:
UK	UK	Includes 20% VAT
UK	Non-UK	Includes 20% VAT
EU	EU	Includes 20% VAT
EU	Non EU	Includes 20% VAT
Rest of the World (ROW)	ROW	No VAT
ROW	UK or EU	Includes 20% VAT

Our website will not, unfortunately, allow you to override these rules.

Prices displayed do not include shipping charges, if applicable. Where they apply, they are added during the ordering process after you’ve told us where you want your parcel delivered to. If you want to see what the charges are before that, see 'Shipping Charges'.

We want you to be happy with the products you receive from Huez* and our contract with you therefore entitles you to return goods on the conditions set out below. Nothing in those conditions affects or detracts from your statutory rights, in particular your right to receive goods which are of satisfactory quality, fit for purpose and which conform to the description given of them on our website.

If you wish to return a product:

we must receive it back within 30 days of the date on which you received it. (if it has been bought in advance as a Christmas present for someone, then the 30-day rule runs from Christmas Day!)

It must be sent to the following address by a registered and trackable service.

Huez* Returns dept.

White Studio, 
Old Paradise Yard, 
20 Carlisle Lane, 
London 
SE1 7LG 
United Kingdom

The returned product must be accompanied by our Returns Form (supplied to you in the original package but also available on request by emailing admin@huez.co.uk) and you must state on the returns form the items you are returning, the reasons you are returning them and the remedy you would prefer (refund or replacement) in each case.

If the reason for the return is that the product does not fit you, or you don't like it, it must arrive back with us unused, unwashed and in the same condition as it was in when you received it.

If the reason for the return is that the product is faulty, you must state the nature of the fault on the Returns Form. The fault must not be the result of using the product for purposes for which it was not intended.

When you request a refund for returned products, we will also refund any delivery charges which you paid for the order, unless under exceptional circumstances.

When you request a replacement for returned products, we will always pay the shipping costs of sending the replacement if the first product was faulty or incorrectly sent by us. If the reason for the return was that you did not like the first product or it did not fit, we reserve the right to ask you to pay the shipping costs of sending the replacement and, if you decline to do so, we reserve the right to refund you for the first purchase instead of sending a replacement.

We aim to process returns within 3 working days of their arrival with us, to pay refunds within 7 days and to send out replacements within 7 days. On receipt of your return, we will email you to confirm that we have received it and to confirm what action we are taking.

If the returned products were bought by you in a sale or at a reduced price, the entitlements set out above do not apply. Section 6.3.6 of the Consumer Protection (Distance Selling) Regulations 2000 sets out your rights for these kinds of goods.

Any questions about returns should be addressed to admin@huez.co.uk

Huez* is a trademark of Hulo Ltd. Registered in England & Wales, Company Number: 8478769

VAT Registration number: 175344401

This website and shop is owned and managed by Huez* ('Hulo Ltd').

Our address is:

Huez*

White Studio, 
Old Paradise Yard, 
20 Carlisle Lane, 
London 
SE1 7LG 
United Kingdom

Tel: +44 (0)203 754 4681

PRIVACY POLICY

This policy (together with our Terms and Conditions) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. By visiting Huez.co.uk (“our site”) you are accepting and consenting to the practices described in this policy.

Huez* will never ever sell your data on to anyone. We'll only use it within Huez* to send you newsletters and tell you about our goings on, if you said it was OK for us to do so. You can always opt out from a link at the bottom of the emails we send, or contact us to ask us. We'll do that straight away.

The collection and storage of personal information submitted to Huez* is governed by the UK Data Protection Act (2003). This means your details will not be divulged to third parties and we will not send you promotional information, by e-mail or post, unless you agree to it. When you visit the huez.co.uk website, or when you register your details or purchase from huez.co.uk, you agree to be governed by the terms and conditions of Huez*.

Information we may collect from you

We may collect and process the following data about you:

Information you give us. You may give us information about you by filling in forms on our site or on our social media pages or profiles, or by corresponding with us by phone, e-mail or otherwise.

Information we collect about you. With regard to each of your visits to our site, we may automatically collect the following information: technical information, e.g. about your browser or the device you use to access the site etc.; information about your visit, e.g. which website you clicked through to reach ours, lengths of visits to pages etc.

We use information held about you in the following ways:

Information you give to us. We will use this information to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us; to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about; to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you do not want us to use your data in this way, please adjust your settings by following the link at the bottom of our emails.

Information we collect about you. We will use this information: to administer, operate and improve our site and ensure it is presented in the most effective manner; as part of our efforts to keep our site safe and secure; to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.

Information we receive from other sources. We may combine this information with information you give to us and information we collect about you and use it for the purposes set out above.  

Your rights

You have the right to ask us not to process your personal data for marketing purposes. You can also exercise the right at any time by contacting us at admin@huez.co.uk

Our site may, from time to time, contain links to and from third party websites. If you follow a link to of these websites, please note that those websites should have their own privacy policies and we do not accept any responsibility or liability for these policies.

Access to information

The Act gives you the right to access information held about you. You may request from us a copy of personal data we hold on you subject to a fee of £10 to meet our costs.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.