Welcome to Shubox
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FAQ

HOW DO I SEARCH FOR A PRODUCT?
There are different ways you can search for items on Shubox.co.uk. The easiest and most efficient way to shop is to browse the categories listed at the very top of the homepage and then filter what you are looking for by clicking on each of the categories in the navigation. Alternatively, if you know exactly what you are looking for you can type the name of the item into our search facility for example “ankle boots” and hit ‘search’ which will then bring up all of the products related to your search.
IS MY PAYMENT INFORMATION SAFE?
Security is very important to us at Shubox and our site contains its own encryption software to ensure your information is always safe. All transaction information passed between our site and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to the Sage Par servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data held by Sage Pay is extremely secure and Sage Pay are regularly audited by the banks and banking authorities to ensure it remains so. Sage Pay have multiple private links into the banking network that are completely separate from the internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with. No individuals within Sage Pay are able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.
WHAT CURRENCIES DO YOU ACCEPT?
Shubox accepts Pound Sterling, US Dollars and Euro's.
WHAT IS 'MASTERCARD' SECURE CODE'?
This is a service that has been introduced to all Maestro cardholders to protect your card details with a personal password so you can shop with the assurance that your information is safe.
WHAT DELIVERY OPTIONS DO YOU PROVIDE?
We offer two delivery options for our UK deliveries. 1. Free Next-Day Delivery (Available Monday-Sunday). 2. Saturday Delivery (Available Fridays). Please refer to our delivery section for more information on delivery.
HOW MUCH DOES POSTAGE COST AND DO I NEED TO SIGN ON DELIVERY?
Next-Day delivery is completly free. Our Saturday service is priced at £5 per order. For Europe we charge £7.50 per order for delivery. For USA we charge £10 per order for a next day service. For other international orders we charge £15 per order for delivery.
WHAT IF MY PARCEL IS LOST? WILL I GET REIMBURSED?
If you have not received your order, we will need to raise a full investigation with our couriers which can take up to 2 weeks to confirm with them that you have not received your parcel. Once we can confirm this, we can either refund you or re-dispatch your order (stock willing).
HOW DO I REDEEM DISCOUNT CODES?
If you would like to use a discount code in order to make a saving, you must first add the goods you wish to buy to the shopping bag. Once you have finished shopping hit the “checkout” button which will take you to the checkout page. On the payment information page you can enter the code and click on ‘redeem’. Your order price will then be re-calculated and you can proceed to the checkout with a great saving.
WHAT HAPPENS IF I FORGOT TO REDEEM MY DISCOUNT CODE?
If you forgot to use your discount code and have already checked out there is nothing we can do unfortunately. However please bear in mind some discount codes will last for a certain time period so you’re welcome to use them again!
CAN YOU REDEEM DISCOUNT CODES AGAINST SALE ITEMS?
Discount codes cannot be redeemed on sale items unless stated otherwise.
HOW DO I RETURN AN ITEM?
If you want to return your purchase it must be in condition with our returns policy. You must notify us online before you make a return. If you have lost your delivery note please send to this address: Unit 3 Sterling Industrial Estate, Essex, RM10 8TX, UK. Add the sticker to the postage bag you are using to return the parcel. • You then need to return the package to a Post Office counter. Remember to obtain and keep a certificate of postage from the Post Office since this will act as your proof of delivery. EU & REST OF WORLD CUSTOMERS: In order to make a return please follow our returns procedure but you will have to pay for the returns cost yourself.
HOW DO I SIGN UP FOR THE SHUBOX NEWSLETTER?
The easiest way to sign up for our newsletter is to set up a Shubox account. You don't have to buy anything, but when you do want to start shopping, this will give you a head start and make your order process a lot quicker. Alternatively, you can sign up for our newsletter straight from the homepage without setting up an account.
I'VE SEEN A PRODUCT BUT IT SEEMS THAT IT IS NO LONGER IN STOCK?
We understand how frustrating it is when you have your heart set on a particular item and when you go to purchase you are informed that the item is out of stock, unfortunately fashion moves at a fast pace at Shubox and our most popular products do sell out very quickly. If the item is still listed on the site you can select the ‘e-mail me when available’ or you can 'pre-order' to guarentee your item will be shipped to you when restocked. We add new items to the site every week so if your chosen product is no longer listed on site you may be able to find a similar item by browsing through the categories listed at the top of the homepage.
HAS MY ORDER BEEN SHIPPED OUT YET?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way. From there it should be delivered within the timescale advertised on the site. All orders are trackable so you you can check it's progress by logging into your account.
CAN I CHANGE MY ORDER?
If you wish to change your order please contact us staight away, if the parcel has not been shipped we can change your order.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept debit, credit card payments aswel as PayPal.
HAVE YOU RECEIVED MY RETURN?
As soon as your return has been processed by our warehouse, we'll email you to let you know.
DO YOU HAVE ANY HIGHSTREET STORES?
Sorry! Shubox is solely an internet retailer and plans to stay that way. Who needs the journey into town, paying for parking, the queues at the checkout and the carrying of bags when you can shop in the comfort of your own living room and have everything delivered to your door step?!.
WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER?
If there is a problem with your order you can e-mail the customer service team please e-mail.
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