Frequently Asked Questions (FAQ)
Do you have questions about your order, our products, the various payment options, or our shipping policies? Then you’ve come to the right place! In our FAQs, we’ve compiled the most important questions and answers about Hubelino, our products, and our online store for you. Here you’ll find helpful information on common concerns, practical tips, and everything you need to know about shopping in our online store. Just take a look around and find the answers to your questions quickly, easily, and clearly. If you still have any questions, we’re of course happy to assist you personally!
Shipping & Delivery
Where is my package?
We will inform you of the estimated delivery time of your order in the shipping confirmation email. With the tracking link included, you can check the status of your order and find out when your package is expected to arrive. If you can no longer find the shipping confirmation in your emails, please feel free to contact us and we will share the shipping status of your order with you. You can find our contact information below.
Why hasn't my order been shipped yet?
Please give us some time to prepare your order for shipping. We usually ship orders within 24 hours, but some orders may take a little longer. Please also note that we only prepare orders for shipping from Monday to Friday, which means that for orders placed over the weekend, you will receive the shipping confirmation at the earliest on the following Monday.
Please note that for the prepayment payment method, we only ship the order once payment has been received in our account. Therefore, please check whether the payment method you selected has been fully processed if you have not yet received a shipping confirmation from us.
Can I still change when and how my package is delivered?
You will receive a package notification by email from our shipping partners DHL and DPD before delivery. You can use this to specify your preferred delivery location and change the delivery day.
My package should have arrived by now!
Please check the tracking to see if the package was left with a neighbor. If it is not with a neighbor and the shipping status has not changed for 5 days, please contact us – you can find our contact options below.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
What shipping options are available?
We currently offer standard shipping only to all countries in the European Union and Great Britain. You can find the terms and conditions for standard shipping here. As soon as your order has been collected from us by the respective shipping carrier, you will receive a shipping confirmation by email. You can use the tracking link to check the status of your order and find out when your package is expected to arrive.
Delivery always takes place from Monday to Saturday with our shipping partners DHL and DPD. You can have your order delivered to any address within the European Union and Great Britain.
Contactless delivery: Our shipping partners DHL and DPD offer contactless delivery. They will always send you a delivery notification. This allows you, for example, to choose a preferred delivery location at your front door or change the delivery day if you will not be at home on the expected delivery date.
How long does delivery take?
Unless otherwise stated on the item, the delivery time for standard shipping is 1 to 3 business days within Germany. For orders with a delivery address outside Germany, a delivery time of 3 to 5 business days can be expected. As soon as your order has been picked up by the respective shipping service provider, you will receive a shipping confirmation by email. With the tracking link, you can check the status of your order and find out the estimated delivery window for your package.
Can I also pick up orders at Hubelino?
Would you like to pick up your order directly from us in Hückelhoven? No problem at all! Simply select “Pickup” as the shipping option in your shopping cart. When your order is ready for collection, usually the next day from 10:00 a.m., you will receive an email from us. Please show us your confirmation email when you arrive so that we can give you the correct order.
What can I do if I ordered to the wrong address?
If you have already placed the order, unfortunately, the delivery address cannot be changed afterwards. Depending on whether the order can still be canceled, you have different options:
The order can still be canceled:
If the option "Cancel order" is still visible in your orders, please cancel the order. The purchase amount will be refunded to you and you can reorder the items directly afterwards. You can correct your address either when completing the new order or beforehand in your customer account under "Address".
The order can no longer be canceled:
If the option "Cancel order" is no longer displayed in the customer account, then your package has already been prepared for shipping. Please do not worry: If your package cannot be delivered, it will be returned to us. The purchase amount will be refunded within 14 days – just like with a normal return.
To ensure that your items reach you, please place a new order to the correct address. Unfortunately, depending on the shipping status, we no longer have the option to redirect a package to a different address. If you have problems canceling your order or if you placed an order as a guest (without a customer account), you are also welcome to contact us at any time. As long as the order has not yet been shipped, we can correct your delivery address.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
I received a damaged package
We are sorry if you received a damaged package.
Are the ordered items undamaged?
If only the shipping box was damaged and the items are otherwise undamaged, we would like to apologize for the bad first impression and hope that you like your order otherwise. However, if you would like to return something, you can simply use packaging of your choice for the return shipment. Please understand that we cannot replace damaged shipping materials. You can find all the information for the return shipment here.
Is an item damaged due to shipping?
Of course, we will send you the ordered items again as quickly as possible and include a return label with the shipment so that you can return the damaged items to us free of charge as soon as you have received the undamaged items. Please contact us using one of the contact options below. If you provide us with your order number, we can help you particularly quickly.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
I received an item I didn't order
We are sorry if you received the wrong item instead of the item you ordered. We will, of course, send you the ordered item again as quickly as possible and include a return label with the shipment so that you can return the wrong item to us free of charge as soon as you have received the correct item. Please contact us using one of the contact options below. If you provide us with your order number, we can assist you particularly quickly.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
How do I change my address?
Under "Address" in your customer account, you can add or edit your shipping and billing addresses.
Unfortunately, once you have placed the order, the shipping address cannot be changed. Depending on whether the order can still be canceled, you have several options:
The order can still be canceled:
If the "Cancel order" option is still visible in your orders, please cancel the order. The purchase amount will be refunded, and you can reorder the items immediately afterward. You can correct your address either when placing the new order or beforehand under "Address" in your customer account.
The order can no longer be canceled:
If the "Cancel order" option is no longer displayed in your customer account, your package has already been prepared for shipping. Please do not worry: If your package cannot be delivered, it will be returned to us. The purchase amount will be refunded within 14 days—just like with a standard return.
To ensure that your items reach you, please place a new order using the correct address. Unfortunately, depending on the shipping status, we are no longer able to redirect a package to a different address. If you have problems canceling your order or if you placed the order as a guest (without a customer account), you are also welcome to contact us at any time. As long as the order has not yet been shipped, we can correct your shipping address.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
Returns & Refunds
I received a damaged or defective item
We are sorry that your Hubelino set was not in perfect condition.
Is the packaging of the ordered item damaged?
Of course, we will send you the ordered item again as quickly as possible and include a return label with the shipment so that you can return the damaged item to us free of charge as soon as you have received the undamaged item. Please contact us using one of the contact options below. If you provide us with your order number, we will be able to help you particularly quickly. It would also be very helpful if you could describe whether the packaging was damaged during transport or whether the shipping packaging also shows signs of damage.
Is a single component of the ordered item damaged or defective?
Of course, we will send you the defective component as quickly as possible. Depending on the size and quantity, we send the missing components in padded envelopes via standard mail, so we ask for your understanding that we cannot offer tracking for the resending of missing components. Please contact us using one of the contact options below. If you provide us with your order number, we will be able to help you particularly quickly.
We do our best every day to ensure that our toys are perfect. If a mistake does occur, we take it very seriously. Every set that leaves our warehouse is checked by hand. To prevent missing parts, each box is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us avoid making the same mistake again.
Telephone: +49 (0) 2433 44172 00
Email: service@hubelino.com
One or more components are missing from an item
We are sorry that your Hubelino set was not in order. We will, of course, send you the missing parts as quickly as possible. Depending on their size and quantity, we send the missing parts in padded envelopes via standard mail, so we ask for your understanding that we cannot offer tracking for the resending of missing parts. Please contact us using one of the contact options below. If you provide us with your order number, we will be able to help you particularly quickly.
We do our best every day to ensure that our toys are perfect. If a mistake does occur, we take it very seriously. Every set that leaves our warehouse is checked by hand. To prevent missing parts, each box is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us avoid making the same mistake again.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
The item does not meet my expectations
We are sorry that the Hubelino set does not meet your expectations.
You can return the item to us within 14 days of receiving your order. It is important that the products are complete and show no signs of use. If you wish to return an item, please return the products to us in the original shipping packaging or at least in suitable transport packaging if possible. As you are responsible for the direct costs of return shipping, you are free to choose the carrier. We recommend that you ask the carrier you use for the return to provide you with a proof of delivery and keep this until the purchase price has been refunded.
After registering your return using the cancellation form (see sample cancellation form), please return the goods to the following address:
Hubelino GmbH
c/o Wareneingang Retoure
Zechenring 38
41836 Hückelhoven
Germany
As soon as we have received your return in full, we will refund the purchase price using the same payment method you used to place the order. Please note our cancellation policy for consumers. Further information can be found here.
I ordered individual parts in the wrong size
In our online shop, we offer individual parts from the two ball track system sizes “Hubelino” and “Hubelino pi”. The two system sizes differ in size and are compatible with different sizes of other building blocks. For a clearer representation, we always show the individual parts on the product detail pages against the palm of a hand as a reference size. Unfortunately, it can sometimes happen that the individual parts are accidentally ordered in the wrong size. In such cases, provided that the size and quantity of the affected parts allow it, we also accept uninsured returns as a book and merchandise shipment in a padded letter envelope. Please understand that we do not cover the return shipping costs and that you must bear the immediate costs of the return. Upon receipt and inspection of the returned individual parts, the proportional purchase price will be refunded within 14 days to the payment method you selected.
How do I return an item?
If you wish to return an item, we ask that you return the products to us in the original shipping packaging or at least in suitable transport packaging. Since you are responsible for the direct costs of the return, you are free to choose the carrier. It is best to have the carrier you use for the return issue you a proof of delivery and keep this until the purchase price has been refunded.
After registering your return using the cancellation form (see sample cancellation form), please send the goods to the following address:
Hubelino GmbH
c/o Wareneingang Retoure
Zechenring 38
41836 Hückelhoven
Germany
As soon as your return has arrived with us in full, we will refund the purchase price using the same payment method you used to place the order. Please note our cancellation policy for consumers. You can find more information about this here.
When will my return be refunded?
If you wish to return one or more items, we will refund all payments no later than 14 days from the day we receive the return. We will refund the purchase price using the same payment method you used to place the order. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. Please refer to our cancellation policy for consumers. Further information can be found here.
Do I have to pay for return shipping?
We do not offer free returns. Please understand that you are responsible for the direct costs of returning the items. Please refer to our cancellation policy for consumers. You can find more information here.
Payment
Which payment methods are available to me?
You can conveniently and securely pay using your preferred payment method. We accept PayPal, Klarna, as well as credit and debit cards (Visa, Mastercard, and American Express). Apple Pay, Google Pay, and Shop Pay are also available as quick and easy payment options. Alternatively, you can pay in advance by bank transfer. We also offer payment by invoice for public and educational institutions such as kindergartens, daycare centers, and schools, subject to prior approval.
How do I get a copy of my invoice?
You automatically receive a digital invoice by email with every order. If you haven't received an email or can no longer find it, you can download a copy of your invoice from your customer account under "Orders".
Please contact us using one of the contact options below if you ordered as a guest in our online shop and cannot download a copy of your invoice from your customer account. If you provide us with your order number, we will be able to help you particularly quickly.
Telephone: +49 (0) 2433 44172 00
Email: service@hubelino.com
When will my return be refunded?
If you wish to return one or more items, we will refund all payments no later than 14 days from the day we receive the return. We will refund the purchase price using the same payment method you used for the order. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. Please refer to our cancellation policy for consumers. Further information can be found here.
Complaint
I received a damaged or defective item
We are sorry that your Hubelino set was not in order.
If you ordered the item from our online shop, you will find more information under the category "Returns & Refunds". If you did not buy a Hubelino item directly from us, we will of course not leave you stranded with defective parts. The following information applies exclusively to Hubelino items that were not ordered directly from our online shop.
Of course, we will send you the defective part as quickly as possible. Depending on the size and quantity, we ship the parts in padded envelopes via standard mail, so we ask for your understanding that we cannot offer tracking for the replacement parts. If it is a defective part, we will either include a prepaid return envelope for the corresponding parts in the shipment or ask you for photos or videos of the defective part.
Please contact us using one of the contact options below. If you provide us with the following information, we can help you particularly quickly:
- Which parts in the set are defective? You can simply describe the shape and color of the defective part to us, alternatively you can also send us a photo or search for the part designation on our website in the desired parts.
- Which set is it? If you do not know what the set is called, you can also send us a photo of the box, especially the barcode.
- To which address may we send the parts?
We do our best every day to ensure that our toys are perfect. If an error does occur, we take it very seriously. Every set that leaves our warehouse is checked by hand. To prevent missing parts, each box is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us avoid making the same mistake again.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
One or more components are missing from an item
We are sorry that your Hubelino set was not in order.
If you ordered the item from our online shop, you will find more information under the category "Returns & Refunds". If you did not buy a Hubelino item directly from us, we will of course not leave you stranded with missing parts. The following information applies exclusively to Hubelino items that were not ordered directly from our online shop.
Of course, we will send you the missing part as quickly as possible. Depending on the size and quantity, we ship the missing parts in padded envelopes via standard mail, so we ask for your understanding that we cannot offer tracking for the resending of missing parts.
Please contact us using one of the contact options below. If you provide us with the following information, we can help you particularly quickly:
- Which parts are missing from the set? You can simply describe the shape and color of the missing part to us, alternatively you can also send us a photo or search for the part designation in the desired parts on our website.
- Which set is it? If you do not know what the set is called, you can also send us a photo of the box, especially the barcode.
- To which address may we send the parts?
We do our best every day to ensure that our toys are perfect. If an error does occur, we take it very seriously. Every set that leaves our warehouse is checked by hand. To prevent missing parts, each box is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us avoid making the same mistake again.
Phone: +49 (0) 2433 44172 00
Email: service@hubelino.com
The item does not meet my expectations
We are sorry that the Hubelino set does not meet your expectations.
You can return the item to us within 14 days of receiving your order. It is important that the products are complete and show no signs of use. The right of withdrawal only applies to products purchased directly from our online shop. If you wish to return an item, please return the products to us in the original shipping packaging or at least in suitable transport packaging. As you are responsible for the direct costs of return shipping, you are free to choose the carrier. It is best to have the carrier you use for the return provide you with a confirmation of receipt and keep this until the purchase price has been refunded.
After registering your return using the withdrawal form (see sample withdrawal form), please return the goods to the following address:
Hubelino GmbH
c/o Wareneingang Retoure
Zechenring 38
41836 Hückelhoven
Germany
As soon as we have received your return in full, we will refund the purchase price using the same payment method you used to place the order. Please refer to our cancellation policy for consumers. Further information can be found here.
Kindergartens & Schools
As an educational institution, I would like to purchase on account.
If you would like to order on account for a daycare or institution, there are two options:
- You use the order form for kindergartens & schools. You can find the interactive form and further information about it here.
- You order in our online shop by prepayment and we will release the order after prior review even without prior bank transfer. We have compiled further information about this option for you below:
We exclusively offer this payment method to kindergartens, schools and other educational institutions. Since we do not offer the payment method "invoice" at checkout, the payment method "prepayment" must be selected here. The billing and delivery address should please be the address of an educational institution incl. the name of this institution. As soon as the order has been completed, we will check the billing and delivery address and ship the order.
When purchasing on account, the outstanding amount is due within 14 days after the shipping confirmation. You will receive the invoice from us by email or you can download it via the customer account under "Orders".
Important notes for the bank transfer:
- Please always enter your order number as the payment reference.
- Please transfer for each order separately.
Refund after a return
If you return one or more items, the amount will be credited back to the bank account from which you transferred.
Refund in the event of a cancellation
We will of course immediately refund any amounts already paid for the canceled items.
Are there special products for kindergartens and schools?
We offer special sets for kindergartens and schools, designed for playing and building together in larger groups. These sets can be ordered exclusively through kindergarten and school suppliers; we do not offer these items in our online shop. Please contact the kindergarten or school supplier of your choice and ask them about Hubelino’s kindergarten sets.
If you have not worked with a kindergarten or school supplier before, you are welcome to contact us using one of the contact options below, and we will introduce you to a suitable distribution partner.
Telephone: +49 (0) 2433 44172 00
Email: service@hubelino.com
Do you have any other questions for us?
Do you still have questions that weren't answered in our FAQs? No problem! We're happy to help. Just use our contact form and let us know what you need. We look forward to hearing from you!
