Hoobuy product, order and parcel help

Help Center

Choose a topic for instructions. Use the issue selector below when you need to decide what information to send.

Buying and checking

Costs and useful tools

Frequently asked questions · Choose the issue you need help with

Where to get help

Choose the issue below. For a product question, keep the original link and selected option. For an account action, use Hoobuy’s order or parcel reference and state the change or check you need. The guide option explains this site’s tools.

Choose the kind of question to see what to include and where to go.

The order has not progressed

If a link will not import, send the original item URL and exact variant to Hoobuy and ask about a manual purchase. If payment is complete but the item has not been bought, read the messages for a price, stock or option question.

For unavailable stock, choose a specific alternative or cancellation. Confirm the refund destination and any balance-withdrawal requirements. Keep the order number with the discussion.

The QC photo raises a question

Match the selected size and colour to the order first. Ask for the missing angle or a measurement with the tape visible. For a wrong item or visible damage, show the relevant photo and ask what return or exchange is available and by when.

Do not add the disputed item to a parcel while the decision is open. If several items are waiting, check their storage deadlines.

Review the warehouse decision

The parcel is waiting or has arrived damaged

Check whether the last event is a label, carrier collection or a later scan. Send the parcel number, last event and date when asking about a delay. Ask what event is expected next and when a carrier enquiry can start.

If delivery is incomplete or damaged, retain the packaging and labels and photograph the contents. Contact support promptly about the required claim documents and deadline.

Contact Hoobuy support

Frequently asked questions

Why do I pay for international shipping later?

The first payment purchases the item and gets it to the warehouse. The parcel is chosen, packed and paid for after you review the goods.

Is a batch name a guarantee?

No. Ask what changes between the seller’s options and compare the item you actually receive with your order.

Can QC prove the materials are genuine?

Photos show visible details. They do not authenticate an item or test its composition and long-term performance.

Can I send everything in one parcel?

Only if an available route accepts the contents and finished size. Compare combined and separate options with the same protection and services.

Can this site change my order?

Use your Hoobuy account or official support for purchases, payments and parcels. This site provides the buying guide and local tools.

Ask for the action you need.