Collection: Frequently asked questions
Is it safe to shop at HUGBOX?
Both our site and our payment providers comply with all industry standards for card payments and e-commerce.
I am concerned about discretion.
Only you will know what you are getting 😉
All shipments are sent in 100% discreet packages.
We use extra unmarked boxes to protect the packaging, so you will have a cute package inside.
We use a generic sender.
When paying by credit card, the bank statement will contain a generic online purchase concept, which cannot be linked to our website.
Do prices include taxes?
Yes, V.A.T. is included in all the prices of the products we offer.
Is there a minimum purchase amount?
No, there is no minimum purchase amount, you can buy whatever you want.
What types of delivery are available and how much do they cost?
We offer a home delivery service within 24-72 hours. We are one of the few that offer you delivery. Shopping online doesn't have to be more expensive than in shop.
When will my order be shipped?
Due to the high volume of orders we handle, we have established standards to be able to serve all our customers as efficiently as possible:
- If you place your order before 12 noon, the order will be processed the same day.
- For every order received after 12 o'clock, the parcel will be dispatched the following morning.
- Our logistics are operational at the weekend.
How can I track my order?
We will send you the link to track your order in real time by email.
If you have any doubts or questions about your shipment, please contact us. We will get back to you within 24 hours.
Can I pick up the order myself?
Yes, you can pick up your order discreetly at any post office in the carrier network.
All you have to do is enter your home or work address, select the "Collect at office" delivery method and you will automatically be able to pick it up within 1 to 3 working days from the time it leaves our warehouse at the post office nearest to the address you have given us.
What payment methods can I use?
You can pay by credit or debit card VISA, MasterCard or American Express, with PayPal, Amazon Pay and Apple Pay.
In addition, when you pay with your credit or debit card, a generic online purchase item will appear on your bank statement, which cannot be linked to our site, thus guaranteeing your privacy.
Where do I enter a discount code?
If you have a discount code you can enter it when you fill in your details, after going through the shopping cart.
If you visit us from a computer, the discount field will be visible at all times on the right hand side, before the subtotal.
If you visit us from a phone or tablet, you will find the field to enter the discount in the last step (step 4, payment method), as well as at any time in the summary of your order, before the subtotal.
Remember that to apply a discount you must enter it and then click on the Use button for it to be applied correctly.
What is the warranty on the products?
All products manufactured by HUGBOX have a 2-year warranty on manufacturing defects.
If you have any doubts about the guarantee of a product, please contact us and we will inform you.
In the event of a fault or defect, what should I do?
First of all, please read the product instructions in the included manual, as each product may work differently.
If the problem persists, our technical team will get back to you within 24 hours. We will ask you to send us a video to analyse the incident.
Once we have assessed the issue, there are several options:
- Refund: return the corresponding amount in the same way in which the payment was made.
- Replace with the same article.
Can I make a return?
Of course, as long as the product is unopened and unsealed you have 365 calendar days to return it. For more information about returns you can consult our returns section..
If you have any doubts, please contact us, info@hugboxpro.com, we will answer you in less than 24 hours. Or via Chat, we will answer you immediately. 🤍
