We will inform you about the estimated delivery time of your order in the shipping confirmation e-mail. You can use the shipment tracking link it contains to 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 e-mails, you are welcome to contact us and we will inform you of the shipping status of your order. You can find our contact information below.

Why hasn’t my order shipped yet?

Please give us some time to prepare your order for shipping. We usually ship orders within 24 hours, some orders may take a little longer. Please also note that we only prepare orders for shipping from Monday to Friday, i.e. you will not receive the shipping confirmation for weekend orders until the following Monday at the earliest.

Please note that if you choose the payment method in advance, we will only ship the order once the payment has been credited to our account. Therefore, please check whether the payment method you have selected has been fully executed if you have not yet received a shipping confirmation from us.

Can I still change when and how my package will be delivered?

You will receive a parcel notification by e-mail from our shipping partners DHL and DPD before delivery. You can use this to determine your desired delivery location and change the delivery day.

My package should have arrived long ago!

Please use the shipment tracking to check whether the package was delivered to a neighbor. If it’s not with a neighbor and the shipping status hasn’t changed in 5 days, please contact us – our contact options are below.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We currently only offer standard shipping to all countries in the European Union and United Kingdom. You can find the prices and fees for standard shipping here. As soon as your order has been picked up from us by the shipping service provider, you will receive a shipping confirmation by e-mail. You can use the shipment tracking link to check the status of your order and find out when your package is expected to arrive.

Delivery is always from Monday to Saturday with our shipping partners DHL and DPD. You can have your order shipped to any address within the European Union and the UK.

Contactless delivery: Our shipping partners DHL and DPD offer you contactless delivery. You will always receive a package announcement message from them. You can use this to select a desired delivery location on your doorstep, for example, or change the delivery day if you will not be at home on the expected delivery date.

The delivery time with standard shipping is 1 to 3 working days within Germany, unless otherwise stated on the item. For orders with a delivery address outside of Germany, a delivery time of 3 to 5 working days can be expected. As soon as your order has been picked up from us by the shipping service provider, you will receive a shipping confirmation by e-mail. You can use the shipment tracking link to check the status of your order and find out when your package is expected to arrive.

Would you like to pick up your order directly from us in Hückelhoven? No problem! Simply select “Local pickup” as the shipping option in the shopping cart and arrange a pickup appointment by phone or e-mail. You can pick up your order the following day, Tuesday to Friday, between 10:00 a.m. and 4:00 p.m.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

Unfortunately, if you have already placed the order, the delivery address can’t be changed afterwards. Depending on whether the order can still be canceled, you have different options:

The order can still be cancelled:

If you still see the “Cancel Order” option in your account, please cancel the order. The purchase amount will be refunded to you and you can then immediately reorder the items. You can correct your address either when completing the new order or beforehand in the customer account under “Address”.

The order can no longer be cancelled:

If the “Cancel order” option is no longer displayed in your account, then your package has already been prepared for shipping. Please don’t worry: If your package can’t be delivered, it will be sent back to us as a return. The purchase amount will be refunded within 14 days – as with a normal return.

In order for your items to reach you, please place a new order to the correct address. Unfortunately, we have no way of redirecting a package to another address. If you have problems canceling your order or 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 dispatched, we can correct your delivery address.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

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 intact, we would like to apologize for the bad first impression and we would be happy if you otherwise like your order. However, if you want to send something back, you can simply use the packaging of your choice for the return shipment. We ask for your understanding that we can’t replace damaged shipping material. You can find all information about returns here.

Is an item damaged in shipping?

Of course, we will send you the ordered items again as soon as possible and enclose a return slip with the shipment so that you can send the damaged items back 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 give us your order number, we can help you quickly.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry if you received the wrong item instead of the item you ordered. Of course, we will send you the ordered item again as soon as possible and enclose a return slip with the shipment so that you can send the wrong item back 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 give us your order number, we can help you quickly.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

An order in the Hubelino online shop can only be sent to a delivery address in the following countries: Germany, Austria, Netherlands, Belgium, Luxembourg, Denmark, Poland, Czech Republic, France, Monaco, Spain, Italy, Portugal, Sweden, Ireland, Croatia, Slovenia, Malta, Bulgaria, Estonia, Finland, Romania, Slovakia, Greece, Latvia, Hungary, Lithuania, Cyprus and Great Britain. You can find the shipping conditions for each country here.

The good news: Hubelino is represented worldwide. Even in countries that are not listed, there is the possibility to order our products through sales partners and retailers.

Switzerland: In Switzerland, our products are available in well-assorted stationary specialist shops and in numerous online shops. Here we are represented by THALI AG, further information and the contact details of our local sales partner can be found here. If you would like to order directly in our online shop, you can do so via the meininkauf.ch platform, despite the delivery address in Switzerland. You can find more information here.

USA / Canada: In North America, our products are available through relevant online shops and platforms as well as through stationary specialist retailers. Here we are represented by HABA USA, further information and the contact details of our local sales partner can be found here.

Taiwan: Here we are represented by RIKUNORI TOYS, you can find more information and the contact details of our local sales partner here.

Singapore: Here we are represented by THE BETTER TOY STORE, further information and the contact details of our local sales partner can be found here.

Maldives: Here we are represented by TOYSTORE MAURITIUS, further information and the contact details of our local sales partner can be found here.

You can add or edit your delivery and billing addresses under “Address” in the customer account.

Unfortunately, if you have already placed the order, 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 cancelled:

If you still see the “Cancel Order” option in your account, please cancel the order. The purchase amount will be refunded to you and you can then immediately reorder the items. You can correct your address either when completing the new order or beforehand in the customer account under “Address”.

The order can no longer be cancelled:

If the “Cancel order” option is no longer displayed in the customer account, then your package has already been prepared for shipping. Please don’t worry: If your package can’t be delivered, it will be sent back to us as a return. The purchase amount will be refunded within 14 days – as with a normal return.

In order for your items to reach you, please place a new order to the correct address. Unfortunately, we have no way of redirecting a package to another address. If you have problems canceling your order or 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 dispatched, we can correct your delivery address.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry that your Hubelino set was not how it’s supposed to be.

Is the packaging of the ordered item damaged?

Of course, we will send you the ordered item again as soon as possible and enclose a return slip with the shipment so that you can send the damaged item back 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 give us your order number, we can help you quickly. It would also help us a lot if you could describe whether the packaging was damaged during transport or whether the transport packaging was also damaged.

Is a single component of the ordered item damaged or defective?

We will of course send you the defective component as quickly as possible. Depending on the size and quantity, we will send the missing components in padded envelopes by regular mail. We therefore ask for your understanding that we can’t offer tracking of the missing components when sending them on. Please contact us using one of the contact options below. If you give us your order number, we can help you quickly.

We do our best every day to ensure our toys are perfect. If a mistake does creep in, of course we take it very seriously. Every set that leaves our warehouse is checked by hand. In order to prevent missing parts, each carton is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us not to make the same mistake again.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry that your Hubelino set was not how it’s supposed to be. Of course we will send you the missing components as soon as possible. Depending on the size and quantity, we will send the missing components in padded envelopes by regular mail. We therefore ask for your understanding that we can’t offer tracking of the missing components when sending them on. Please contact us using one of the contact options below. If you give us your order number, we can help you quickly.

We do our best every day to ensure our toys are perfect. If a mistake does creep in, of course we take it very seriously. Every set that leaves our warehouse is checked by hand. In order to prevent missing parts, each carton is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us not to make the same mistake again.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry that the Hubelino set did not meet your expectations.

You can return the item to us within 14 days of receipt of your order, it is important that the products are complete and show no signs of use. If you would like to return an item, we ask that you send the products back to us in the original shipping packaging or at least in appropriate transport packaging. Since the direct costs of the return must be borne by you, you are free to choose the transport company. It is best to have the transport company responsible for the return give you a confirmation of receipt and keep it until the purchase price is refunded.

The goods must be returned after prior notification using the cancellation form (see model cancellation form) to the following address:

Hubelino GmbH
c/o Incoming Goods Return
Zechenring 38
41836 Hückelhoven
Germany

As soon as we have received your complete return, we will refund you the purchase price using the same payment method that you used when ordering. Please note our cancellation policy for consumers. For more information, click here.

In our online shop we offer individual parts for the two marble run system sizes “Hubelino” and “Hubelino pi”. The two system sizes differ massively in size and are compatible with different sizes of other clamping blocks. For a clearer presentation, we always show the individual parts on the product detail pages in a palm of the hand as a reference size. Unfortunately, it can sometimes happen that the individual parts are accidentally ordered in the wrong size. In these cases, we also accept uninsured returns in a padded envelope, provided that the size and quantity of the affected components allow it. We ask for your understanding that we do not cover the shipping costs of the return and that you have to cover the direct costs of the return. After receipt and inspection of the returned items, the pro rata purchase price will be refunded within 14 days to the payment method you have chosen.

If you would like to return an item, we ask that you send the products back to us in the original shipping packaging or at least in appropriate transport packaging. Since the direct costs of the return must be borne by you, you are free to choose the transport company. It is best to have the transport company responsible for the return give you a confirmation of receipt and keep it until the purchase price is refunded.

The goods must be returned after prior notification using the cancellation form (see model cancellation form) to the following address:

Hubelino GmbH
c/o Incoming Goods Return
Zechenring 38
41836 Hückelhoven
Germany

As soon as we have received your complete return, we will refund you the purchase price using the same payment method that you used when ordering. Please note our cancellation policy for consumers. For more information, click here.

If you want to return one or more items, we will refund all payments no later than 14 days from the day we received the returned item. For the refund of the purchase price, we use the same payment method that you used when ordering. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. Please note our cancellation policy for consumers. For more information, click here.

We don’t offer free returns. We ask for your understanding that the direct costs of returning the items must be borne by you. Please note our cancellation policy for consumers. For more information, click here.

If you select payment via PayPal, you will be forwarded directly to PayPal at the end of the ordering process. If you are already a PayPal customer, you can log in there with your user data and make the payment. New to PayPal? Then you can log in as a guest or open a PayPal account and then confirm the payment. The incoming payment is usually booked by us within a few minutes and your order will be processed immediately. Please note that you agree to PayPal’s terms and conditions and thus accept PayPal’s processes.

Refund after a return

If you send items back, the credit will be automatically applied to the PayPal account you are using. You can decide yourself with PayPal whether the amount is deposited in your PayPal account or returned to your bank account. If your PayPal account is closed, we reserve the right to refund to your bank details. Unfortunately, another PayPal account cannot be used.

Refund after cancellation

We will refund the canceled items to your PayPal account.

Your ordered items will be shipped as soon as we have received your payment. The items remain reserved for you until receipt of your payment (maximum 7 days). Depending on the bank, it can take 3-5 working days for us to receive your payment.

You will receive our bank details and billing information by e-mail as soon as you have completed an order with the payment method in advance (Vorkasse).

Important information for the bank transfer:

• Please always state your order number as reference.
• Please pay individually for each order.
• Please note that all bank fees for transfers from abroad are at your expense.

Refund after a return

If you return one or more items, the amount will be credited back to the bank account you transferred from.

Refund in case of cancellation

Any amounts already paid for the canceled items will of course be refunded to you immediately.

If you select payment via Klarna / Sofortüberweisung, you will be forwarded directly to Klarna / Sofortüberweisung at the end of the ordering process. You can pay for the order conveniently and securely with your usual online banking data, you don’t have to open an account for this. The incoming payment is usually booked by us within a few minutes and your order will be processed immediately. Please note that you agree to the terms and conditions of Klarna / Sofortüberweisung and thus accept the Klarna / Sofortüberweisung processes.

Refund after a return

If you return one or more items, the amount will be credited back to the bank account you transferred from.

Refund in case of cancellation

Any amounts already paid for the canceled items will of course be refunded to you immediately.

We only offer this payment method to kindergartens, schools and other educational institutions. More information about ordering by invoice as an educational institution can be found here. We ask for your understanding that we do not offer private customers the payment method invoice.

When purchasing on account, the outstanding amount is due within 14 days of the shipping confirmation. You will receive the invoice from us by e-mail.

Important information for the transfer:

• Please always state your order number as reference.
• Please pay individually for each order.

Refund after a return

If you return one or more items, the amount will be credited back to the bank account you transferred from.

Refund in case of cancellation

Any amounts already paid for the canceled items will of course be refunded to you immediately.

You will automatically receive a digital invoice by e-mail with every order. If you have not received an e-mail or can no longer find it, you can download a copy of your invoice in 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 can’t download a copy of the invoice from your customer account. If you give us your order number, we can help you as soon as possible.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

If you want to return one or more items, we will refund all payments no later than 14 days from the day we received the returned item. For the refund of the purchase price, we use the same payment method that you used when ordering. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. Please note our cancellation policy for consumers. For more information, click here.

We are sorry that your Hubelino set was how it’s supposed to be.

If you have ordered the item from our online shop, you will find further information under the category “Returns & Refunds”. If you did not buy a Hubelino item directly from us, we will of course not leave you alone with defective components. The following information applies exclusively to Hubelino items that were not ordered directly from our online shop.

We will of course send you a replacement for the defective component as quickly as possible. Depending on the size and quantity, we send the components in padded envelopes by regular mail. We therefore ask for your understanding that we can’t offer tracking of the components when the components are forwarded. If it’s a defective component, we will either enclose a stamped return envelope for the relevant components with the shipment or request photos or videos of the defective component from you.

Please contact us using one of the contact options below. If you provide us with the following information, we can help you quickly:

• Which components in the set are defective? Simply describe the shape and color of the defective component to us, alternatively you can also send us a photo or search for the item number on our website.
• Which set is it? If you don’t know the name of the set, you are welcome to send us a photo of the box, especially the barcode.
• To which address can we send the components?

We do our best every day to ensure our toys are perfect. If a mistake does occur, of course we take it very seriously. Every set that leaves our warehouse is checked by hand. In order to prevent missing parts, each carton is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us not to make the same mistake again.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry that your Hubelino set was not how it’s supposed to be.

If you have ordered the item from our online shop, you will find further information under the category “Returns & Refunds”. If you did not buy a Hubelino item directly from us, we will of course not leave you alone with missing components. 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 component as soon as possible. Depending on the size and quantity, we will send the missing components in padded envelopes by regular mail. We therefore ask for your understanding that we can’t offer tracking of the missing components when sending them on.

Please contact us using one of the contact options below. If you provide us with the following information, we can help you quickly:

• Which components are missing in the set? Simply describe the shape and color of the missing component to us, alternatively you can also send us a photo or search for the item number of the component on our website.
• Which set is it? If you don’t know the name of the set, you are welcome to send us a photo of the box, especially the barcode.
• To which address can we send the components?

We do our best every day to ensure our toys are perfect. If a mistake does occur, of course we take it very seriously. Every set that leaves our warehouse is checked by hand. In order to prevent missing parts, each carton is weighed individually. Our experts often do detective work when it comes to finding and eliminating sources of error. Your complaint helps us not to make the same mistake again.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com

We are sorry that the Hubelino set did not meet your expectations.

You can return the item to us within 14 days of receipt of your order, it is important that the products are complete and show no signs of wear. The right of withdrawal only applies to products that were purchased directly in our online shop. If you would like to return an item, we ask that you send the products back to us in the original shipping packaging or at least in appropriate transport packaging. Since the direct costs of the return must be borne by you, you are free to choose the transport company. It is best to have the transport company responsible for the return give you a confirmation of receipt and keep it until the purchase price is refunded.

The goods must be returned after prior notification using the cancellation form (see model cancellation form) to the following address:

Hubelino GmbH
c/o Incoming Goods Returns
Zechenring 38
41836 Hückelhoven
Germany

As soon as we have received your complete return, we will refund you the purchase price using the same payment method that you used when ordering. Please note our cancellation policy for consumers. For more information, click here.

We only offer this payment method to kindergartens, schools and other educational institutions. Since we don’t offer the payment method invoice in the checkout, the payment method prepayment (Vorkasse) must be selected here. The address of an educational institution, including its name, should be given as the billing and delivery address. Once the order has been completed, we will verify the billing and delivery address and ship the order.

When purchasing on account, the outstanding amount is due within 14 days of the shipping confirmation. You will receive the invoice from us by email or you can download it from the customer account under “Orders”.

Important information for the bank transfer:

• Please always state your order number as reference.
• Please pay individually for each order.
• Refund after a return

If you return one or more items, the amount will be credited back to the bank account you transferred from.

Refund in case of cancellation

Any amounts already paid for the canceled items will of course be refunded to you immediately.

We offer special sets for kindergartens and schools that are designed for playing and building together in larger groups. These sets can only be ordered exclusively from kindergarten and school suppliers, we don’t offer these items in our online shop. Please contact the kindergarten or school supplier of your choice and talk to them about the KIGA sets from Hubelino.

If you have not previously worked with a kindergarten or school supplier, you are of course welcome to contact us using one of the contact options below and we will put you in touch with a suitable sales partner.

Phone: +49 (0) 2435 98005 60
E-Mail: service@hubelino.com