Ordering
How do I buy an item?
- Find the items you want
Firstly you will need to browse or search for the items you would like to order. When you find an item that interests you, click on the item to see its product detail page. Here you will find more information about the item, including prices and availability.
- Add items to your shopping basket
If you want to order an item from Hobbycraft.co.uk click the 'Add to Basket' button on the item's product detail page, selecting the quantity, size and/or colour as appropriate. Once you've added an item to your Basket, use the basket's top navigation bar or the 'Continue shopping' button to keep searching until your basket contains all of the items you want to order. You can access the contents of your basket at any time by clicking the 'Your Basket' icon at the top of the page.
- Go to checkout
Once you have reviewed all of the items you've have placed in your Basket and are ready to place an order for everything contained inside it click the 'Go to checkout' button. You can now pay for your online order using Visa, MasterCard, Delta, Switch and Maestro cards. Please note we don't accept Visa Electron or American Express for online orders, and we only accept cash, credit and debit cards or Hobbycraft gift vouchers for purchases made instore. All orders must be prepaid, but remember payment will not be taken until we are ready to dispatch the item. Enter your credit card number without spaces or dashes. Unfortunately we cannot accept orders from persons under the age of 18.
- Order Summary
Check the accuracy of all of the information you provided and make any necessary adjustments. When you are ready, click the 'Check and Place Order' button to submit your order. Once you place your order, we will send you a confirmation email message. We will send you another email message at the time of dispatch.
How do I check if a product is available?
There is no need to check if a product is available as any product that is temporarily out of stock will not appear on the website, and so will not be available to purchase.
Can I buy the whole range of items that you sell in your stores?
There are certain items that are excluded from our online shop. These include very fragile products that may be damaged in transit, such as A1 paper, mount board, glass based products and larger canvases.
There are also products which can not be distributed via Royal Mail or sold to customers under the age of 18. This includes knives, aerosols, spray paints, cracker snaps, etc.
When will your online shop be completed?
We have over 35,000 products in our stores, and although we only have a proportion of those online, we are adding new products daily. However if you are unable to find what you want in our online shop please contact us with your specific requirements and we will do our very best to help you. Alternatively should you have a question regarding a product you may wish to purchase, our Postal Service would be more than happy to take your call. Please telephone them on 0845 051 6522.
Do you give discount to students/charity/craft groups/bulk orders?
We aim to provide customers with the best ranges available for their hobbies and good value for their money. In fairness to all our customers our price is the same for everyone and as such we do not offer any discount on our products.
Why can’t I add items to my shopping basket?
If you experience any problems with shopping online please telephone our online customer services team for assistance on 0845 051 6599, Monday to Friday, between 9am and 5pm.
Do I receive a confirmation once I have placed an order?
Upon completion of your order you will receive an automatic email confirming your order. It will state the products, costs (including VAT), delivery charge and details. Please check this carefully. If your order has been unsuccessful you will be made aware of the reason why and possible explanations. If you have any queries with this email please contact us for assistance, our office hours are Monday to Friday, bewteen 9am and 5pm.
Why was my order cancelled?
We make every effort to deliver your goods within the scheduled time, however very occasionally circumstances beyond our control force us to cancel your delivery. Should this happen, you will be contacted as soon as possible and our team will reschedule at the earliest available time. We do not offer compensation where a delivery is not made for reasons beyond our control.
Can I cancel my order?
If you ordered over the phone or online you have the legal right to cancel your order within seven working days of receipt of the goods (with the exception of pre-cut ribbon and fabric).
I have not yet received my order, what should I do?
We aim to please and ensure that when you shop with Hobbycraft, most products are available in the warehouse and delivered within 5 to 7 days (but please allow up to 28 days). However, if your order has not arrived within 28 days please call our team on 0845 051 6599, our office hours are Monday to Friday, between 9am and 5pm, or contact us by email and quote your order reference number and our customer services team will let you know as soon as possible what is happening with your order.
Very occasionally, a popular item shown as in stock may be unavailable when we process your order. If this happens we will let you know as soon as we do.
What is your returns policy?
You may return a product purchased from the Hobbycraft Online shop, provided that it is in a fully re-saleable condition and in its original packaging, within 28 days of the date on the receipt that accompanies your order. For full details please view our Online Shopping Cancellation and Returns Policy.
What items are excluded from your returns policy?
Pre-cut ribbon and fabric. As these products are unlikely to be resold these products are not covered by our standard returns policy. Cut length ribbon or fabric cannot be returned as this cannot be resold. Due to the nature of the product, and restrictions with Royal Mail, we are also unable to accept refunds on any paint item.
How do I return an item?
To return any unwanted items please email our online customer services team. Our office hours are Monday to Friday, between 9am and 5pm.
Can I return goods bought online to a store?
Yes, it is possible to return any items bought online to one of our Hobbycraft stores throughout the UK.
What if my return goes missing in transit?
On rare occasions items may get lost in the post. If you believe your order has got lost in the transit, please follow the instructions set out below:
- Contact your local Royal Mail sorting office to make sure they are not holding any items for you.
- Make sure you record the name of the person you spoke to, and the address of the sorting office, as you will need this information to continue your claim.
- If the sorting office are not holding items for you, please email us making sure you provide the information above, together with confirmation of your full delivery address.
- We will aim to process your claim within 7 working days and pending our investigation, we may send our a free-of-charge replacement item. Unfortunately, we cannot refund or send replacement items unless you have followed the above procedure.
What are my rights under the Distance Selling Regulations?
You have the right to cancel your contract (order) with us at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (see Returns Policy for details) or collection arrangements made, at your cost. If we collect the item from you, you will be charged the cost of collection, which will be notified to you at the time of cancellation. You must inform us of the cancellation of the order.
Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Will you keep my personal information safe?
We never make your personal details available to companies outside Hobbycraft for marketing purposes, although our representatives and agencies may hold your data so that your details can be kept up to date, your orders processed and emails sent on behalf of Hobbycraft.
If you sign up for our email newsletter, we use the personal information we collect about you to send you email newsletters featuring the latest promotional news, demonstrations and in-store activity information. This information is held in compliance with the Data Protection Act 1998.
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Payment
How do I pay for my items?
You can pay for your online order once you have completed it and used the checkout button. Enter your credit card number without spaces or dashes using one of the accepted payments listed below.
What type of payments do you accept?
We accept the following using Debit and Credit cards: Visa, MasterCard, Delta, Switch, and Maestro. Please note we don't accept Visa Electron or American Express for online orders, and we only accept cash, credit and debit cards and Hobbycraft gift vouchers for purchases made in store.
What should I do, my credit/debit card was refused whilst ordering?
If your credit or debit card was refused while placing an order on Hobbycraft.co.uk, please re-submit your order using a different payment card. For details on why your card was refused, please contact your card issuer.
I have a money off coupon can I use it?
Unfortunately we are unable to accept any coupons when placing an order via our online shop, and they also cannot be used for the purchase of gift vouchers or mail order.
How can I be sure shopping online with you is safe?
At Hobbycraft.co.uk we take your security very seriously so that you can shop with confidence and the knowledge that your name, address, credit card details and other information are held safely. Any sensitive data (including personal data and payment information) you send to us from your computer is securely encrypted and protected using Internet standard encryption technology known as SSL (Secure Sockets Layer.) This process scrambles any sensitive data you transmit to us, preventing it from being intercepted during transmission. When you sign into the Checkout you enter a secure part of our website. You will see a closed padlock or unbroken key icon in the bottom right hand corner of your screen; this confirms that information you submit will be transferred in a secure format.
What is your price matching policy?
All our prices include VAT but exclude delivery charges. Our online prices are the same as in Hobbycraft shops. We do not price match any online or catalogue competitor prices. This is because we are unable to verify the availability and comparability of the goods and the standards of service and support that are offered by others. However, you can always be assured of the same dedication to competitive pricing and exceptional value you find in our Hobbycraft stores.
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Delivery
How are orders delivered?
We currently use Royal Mail and Parcel Force to deliver your orders .
How long will delivery take?
Upon receipt of payment, we anticipate that it will take 3 - 5 working days for normal postal delivery.
A next day delivery service is available. Customers must select this when placing the order and pay the appropriate charge.
What does working day mean?
We don’t deliver at weekends or on bank holidays. The cut off time for placing orders is currently 2pm. If the order is placed after this time, add another day (Monday – Friday) to your delivery time.
What are your delivery charges or options?
The standard delivery charge is £3.95 and is available on orders with a total weight of no more than 20kgs, and not including any restricted items. Restricted items have to be transported by courier on our next day service, e.g. paints. The next day delivery charge is £5.95. Occasionally we may offer a 48 hour delivery service which will be charged at £4.95. You will only pay one delivery charge per order. The total postage and packaging charge will be confirmed prior to payment for goods being made.
Where do you deliver to?
We can deliver items to the UK mainland, Northern Ireland, Isle of Man, Scottish Highlands, Scottish Lowlands and Islands using Standard Delivery. Next Day Delivery is only available to the UK mainland. We regret however, we can not deliver to UK PO Box addresses or British Force Post Office addresses. We are also unable to deliver to the Channel Islands.
Can I send my order to a different name or address?
Yes, you can. As long as our delivery service is available in your destination, your order can be sent anywhere in the UK.
Can I place an order and have it delivered to multiple addresses?
No, unfortunately we are unable to support multiple delivery addresses per order.
What if I want to change my delivery address?
Once you have placed an order then you cannot change the address details or the delivery option selected.
If you want to change the address we have for you for future orders then when logged in to the website visit the My Account page and click on 'Edit your details'.
Can I collect my order in store?
No, currently it is not possible for you to order from Hobbycraft.co.uk and pick up from your nearest store.
What happens if I am out when you deliver?
Deliveries will usually be made on Monday to Friday (Standard or Next Day Delivery) excluding bank holidays. If you or the intended recipient is not in when the delivery attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Please follow the instructions on the card to arrange re-delivery or collect your order.
What happens if a package is returned to Hobbycraft because it is undeliverable?
Now and again we will have a package returned to us because the couriers were unable to deliver it to you. When this happens we will attempt to contact you to establish if you would like your order re-dispatching or refunding. If we cannot contact you within 2 weeks of receiving your parcel back into our warehouse we will issue a full refund (including delivery charges).
How can I get a VAT receipt?
When you place an order with our online shop the receipt we automatically send to you, along with the product(s) you have purchased, has the details your require for V.A.T. purposes.
The product I received is faulty, what should I do?
If a product is found to be faulty, it can be returned for an exchange. A refund of the delivery charge will also be made, in accordance with our refund policy. A refund of delivery charges will only be made when a product is found to be faulty, damaged or incorrect.
Please contact our customer services team on 0845 051 6599 between 9am and 5pm, Monday to Friday, or by email to arrange returning the item for a refund or an exchange.
The product I received is incorrect, what should I do?
A product may be supplied as a substitute because the originally requested goods are not available. If you had not been contacted, and had not had the opportunity to agree to the substitution, we will pay for the cost of returning those items. Please contact us by email or telephone 0845 051 6599, between 9am and 5pm, Monday to Friday to arrange returning the item for a refund or an exchange.
There are items missing from my order, what should I do?
Every effort is made to ensure your order is correct at the time of packing, however should you find a product(s) is missing from your order please contact our online customer services team by email or telephone on 0845 051 6599 asap, our office hours are between 9am and 5pm Monday to Friday, and our team will arrange for the missing item to be sent to you.
What if only part of my order has arrived?
Before contacting us please check the following: Refer to your paperwork to see whether there is more than one parcel. For example, if it says 1 of 2 or 1 of 3, then this means that we were unable to package your entire order in one package and you should expect a further delivery within the next few days.
If some of the items were unavailable when we went to pick your order then these items may have been cancelled from your order. You will not have been charged for these items. Your paperwork, and the 'My Account' page on the website, will all show the products that have been cancelled.
How do I track my package once it has been dispatched?
If you placed an order with us for Next Day or 48 Hour delivery, you will receive an email from Parcel Force once it has been collected from us. The email will contain an order tracking code, which you can enter in the tracking section of the Parcel Force website www.parcelforce.com. Orders delivered by Royal Mail are not yet available for online tracking.
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Buying Gift Vouchers
How do I buy gift vouchers?
Choose the required amount of gift vouchers you wish to purchase from the drop down menu and then click on the 'Select A Gift Card' button. Then choose a free gift card for delivery with your gift vouchers. You can add a personal message to your card of up to 100 characters (including spaces). Please check all spelling carefully, as your message will simply be copied onto the card. We cannot accept responsibility for any spelling mistakes. Then click on the 'Continue' button at the bottom of the page.
Check your order details. You will then view a screen which summarises the details of your order so far. If you are happy with your order, you can add it to your shopping basket by clicking on the button at the bottom of the page. If you decide to change your order after you have added it to your shopping basket you can do so by clicking on the text link under the 'Name' heading on the right hand side of your screen. This text link describes the vouchers you have ordered, for e.g. 'GBP £15 Hobbycraft Gift Vouchers', and is underlined.
You can change the quantity of your order by increasing or decreasing the quantity shown in your shopping basket. To remove the order from your shopping basket click 'Remove'.
How are the vouchers delivered to the recipient?
Gift vouchers will be sent out via Royal Mail delivery services. Delivery is available to any United Kingdom address (including the Isle of Man and the Scottish Islands) and Northern Ireland with a Royal Mail postcode.
How much will delivery of gift vouchers cost?
Orders up to £200.00 will cost £3.95 per address.
How long will delivery of my gift vouchers take?
We aim to deliver your order within 3 working days. (Please note Saturdays and Sundays are not classed as working days). All delivery timescales are subject to product availability. We regret we cannot deliver on Sundays, Bank Holidays or between 24th December to 2nd January. We will endeavour to ensure that our estimated delivery time as detailed above is met, however we cannot accept any liability for late deliveries.
What denominations can I buy gift vouchers in?
You can purchase Hobbycraft gift vouchers in £5 and £10 denominations from our website. The minimum order value is £5 and the maximum order value is £200.
Can I cancel a gift voucher I have bought?
Your right to cancel your order - You may cancel your order at any stage before the expiry of the period of 7 working days beginning with the day after the day on which you receive the goods or at any stage before the goods are delivered.
If you wish to cancel your order up until the point your order is dispatched to you or a third party, you can either email us or telephone on 0845 051 6599 between 9am and 5pm, Monday to Friday, and ask for online gift voucher sales. Please note, if you cancel your order and the goods have been dispatched to you/received by you, you will be required to return the goods via Royal Mail secure delivery services as follows: Orders up to £200 - please return via Recorded Delivery. Please note refunds cannot be given on gift vouchers.
The recipient has not received their gift vouchers, what should I do?
For all online gift voucher sales enquiries you can contact us in the following ways:
By email
By telephone: Call us on 0845 051 6599 (from the UK) or +44 (0)845 051 6599 (from outside the UK) between the hours of 9am - 5pm GMT (Monday to Friday).
By post - write to us at:
Online Gift Voucher Sales,
Hobbycraft Group Limited,
Tyne Road,
Weedon Road Industrial Estate,
Northampton.
Northamptonshire.
NN5 5AF
We regret we cannot be contacted on Saturdays, Sundays, Bank Holidays or between 24th December and 2nd January.
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Product related queries
How can I find out about new products?
We have a page on our website dedicated to featuring all of our New Products that are now available online or in our stores.
How can I find out what products are on special offer?
For more details on items currently on special offer please see our Special Offers page on our website.
Where can I find more information about a product?
For more details on individual products please click on the ‘product information’ box featured alongside each item on our website.
Do you have a product catalogue?
We regret that we do not produce a catalogue, as with over 35,000 product lines, which are constantly changing, it is not possible to offer this service at the same competitive prices we offer in store.
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Other queries
I have a suggestion regarding your website/products/service, to whom should I send it?
If you have a query/suggestion regarding a product, our website or our service please use the Contact Us form on our website. Where appropriate we reply and make any necessary changes as soon as possible.