Frequently Asked Questions
Hey there! 👋 How can we help you?
Orders & Delivery
All over the world! Well... except the poles. We will keep you informed if special circumstances are restricting our shipping. Make sure you check the "Covid-19 Update" above.
Important announcement: in order to avoid increasing taxations due to Brexit and keep providing outstanding service to all our community, we decided to move our warehouse to an EU-based provider. We have adjusted our shipping rates for International and European deliveries, consequently, the shipping rate for UK customers has slightly increased.
5-10 days if you are located in Europe, depending on local customs delays. 2-3 weeks for non-EU destinations. This may slightly vary according to clearance and custom checks.
We really hope this will never happen! Just in case, contact us at firstname.lastname@example.org to understand what is going on. In case an order is lost, we can resend it or proceed with a refund. You decide! 🤗
Additional custom fees might be applied when the product you ordered arrives to your country and, hence, needs to go through custom controls. Additionals fees are not nice - we know that - but unfortunately we do not have any control on them as they are directly didctated from the country you are living in, and may change through time.
Note: additional custom fees only apply for non-EU countries and territories.
Payment & Swag Cards
We support credit cards, Apple Pay, Google Pay, and Shop Pay. We are working to support many more soon!
By purchasing or receiving an HTB Swag Card, you can buy any item in stock depending on the value of the Swag Card. You can find Swag Cards of 10, 25, 50, 100 GBP value here. Swag Cards apply only to HTB Swag. If you have in your hands an HTB Gift Card (available for purchase here), you can get HTB training services, but that's another story. 😉
Swag Cards are delivered by email and contain instructions to redeem them at checkout.
Returns & Refunds
We are open to returns and refunds. Only cases that we cannot return/refund items are when:
1) item has been used
2) item has been washed or
3) item labels have been removed.
First step, send a picture of the item you want to return at email@example.com. If the item is legitimate for a return, send it to our address - Hack The Box Ltd, 38 Walton Road, Folkestone, CT19 5QS, Kent, United Kingdom - including the tracking number. When we receive it, we will proceed by sending a new one or provide a refund.