Can I pick up in store?
How do I cancel my order?
Will I get confirmation?
How do we use your data?
How can I pay?
My card was refused
Do you do credit accounts?
How much do you charge?
My order is delayed
Can I exchange my item?
Do you ship internationally?
How do I buy a product?
How do I get an offer?
I can't log in
Are the prices online the same as in store?
I want to buy something but it's 'out of stock'
How do I unsubscribe?
How do I leave a review?
What is a downloadable product?
How quickly will I receive it?
Can I access my downloadable product anytime I want?
Can I save my downloadable product?
My downloadable product doesn't open.
I'm not happy with my download.
How to download a free pattern.
When is Black Friday 2017?
Yes you can! Order before 4pm, Monday to Friday and collect in store within two working days. Orders placed between 4pm on Friday and 4pm on Monday will be delivered on Wednesday. There is a £1 delivery charge for all Click and Collect orders under £30.00. For click and collect orders that come to £30.00 or over delivery is free unless terms and conditions of certain items states otherwise.
You will receive an email when your order has been dispatched from the warehouse and a second email to advise when your order has been delivered to store and is ready for collection.
Yes they can, providing they have a copy of your order confirmation with them at the time of collection and some Photo ID to say who they are collecting the order for.
You can cancel your order as long as it has not been fully processed or dispatched. You will need to place a new order if you want to add products to your delivery. To change your details or cancel it completely, please contact our Online Customer Services team on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team. Please be ready to quote your order number from your confirmation email. If an order cannot be cancelled you can return the order once delivered free of charge.
Yes. We will send you a receipt of your order in an email immediately after your order has been placed. Please read and check the details carefully to make sure that they are correct.
If the details are not right, or if you need any help, please contact our Online Customer Services team as soon as possible on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
You can pay for your online order in the following ways:
We do not accept Visa Electron or American Express.
When placing an order in the UK the address the card is registered to must be in the UK if paying by card.
If you are unsure if your order was successful please contact our Online Customer Services team on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
When certain the order was not successful please send us your order again with a different payment card. You can contact the company that issued your card to find out why it was refused.
We do not offer any group discounts online. We always want to give you the best ranges available for your hobbies and great value for money. So, our prices are the same for everyone to be fair on all of our customers. To keep up to date with our latest offers sign up to our Hobbycraft Club.
Yes we do, but you cannot apply for or use it online. Credit accounts can only be used in our stores. You need to download and print our PDF Credit Account Application and return it to:
Sales Ledger SupervisorHobbycraft Head Office7 Enterprise WayAviation ParkBournemouth International AirportChristchurchDorsetBH23 6HG
Click here to see our full list of delivery options and charges.
If your order has not arrived within the specified delivery time, please call our Online Customer Services Team. You will need your order reference number from your order confirmation email.
Contact our Online Customer Services Team on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
For all UK orders If you're not 100% satisfied with your purchase, you can return your order by post for free or to one of our stores for a full refund or exchange within 14 days of receiving the item. For full terms and conditions and for non UK orders please see our Returns Policy.
Yes we do! You can find international shipping and returns information on our Delivery and Returns page.
We also have an eBay store that ships internationally.
Find the products that you want
Browse or search and filter using the choices on the left of your page to find the items that you want to order. Click on a product to find out more about it.
Add them to your Shopping Basket
On the product page, use the 'Add to Basket' button. A box will appear with the product that you have added for you to review. You can then 'Go to Checkout' or 'Continue Shopping'.
View your Basket and Checkout
Use 'Your Basket' at the top of the page to see what is in your basket at any time. On the 'Your Basket' page you can remove products, change the amount that you would like and choose a postage option. When you are happy with your product and postage choices, click the ‘Checkout’ button at the bottom of the page.
Choose whether you are an Existing Customer or a New Customer.
We will send you confirmation of your order and a dispatch note by email.
All Hobbycraft offers are shown on our website with a red icon that appears on the product image. Items that are reduced in price are shown at the lower cost on the product page. If we have an offer on products that are 'Buy One Get One Free' or '3 for 2', you will need to add everything that you want to your basket, including the free items - Just like taking the full amount to the till in store. You will not get your free item if you do not tell us that you want it. If the offer is a multibuy like a '3 for 2' you will always get the cheapest item free. '3 for 2' and 'Buy One Get One Free' offer deductions are shown in your basket once all items have been added.
Please go to My Account and use the 'Forgotton Your Password' link and follow the instructions to reset your password.
If you still can't log in, please contact our Online Customer Services Team on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
Where possible we try and have the same prices online as in store however some prices do differ between online and in store. Stock may also differ between our website and stores which may continue to hold discontinued stock and our website does stock special online-only products that won’t be stocked in stores, this includes all online bundles.
We understand it's frustrating to see that the item you want to buy is out of stock. We keep out of stock items online as we believe you'll want to know that we normally stock that item, in case you want to buy it at a later date once more stock's been delivered. As you'll still have the product details to hand if the item is out of stock online you can try one of our shops local to you who may be able to help. In some instances we're also able to offer the option of emailing you once the item does come back into stock. If you would prefer to see only in stock items you can choose to filter your product search by in-stock items only
At Hobbycraft we love to know what you think about our products so we can improve or celebrate the success’ but it is also very important in making a decisions around which product to buy. We now give you the opportunity to rate and review all of our product’s once they have been purchased instore or online.
If you have purchased something online you will receive an email 14 days after your purchase, giving you some time to get crafting with our products so you can get a real sense and feel of the product.
Instore you need to be a member of the club and have a Hobbycraft club card. Once this card is swiped at the till while purchasing you will receive an email 14 days after your purchase. The invitation will then ask you to rate and review the products you have purchased online.
It takes up to a week for a review to be approved and sent up to the website which you will receive a confirmation email to say when this has been actioned.
If you for any reason you do not receive an email asking you to review a product you have recently purchased we would still love to hear your feedback, you can leave this feedback by contacting our Online Customer Services Team on 0330 026 1400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
Black Friday returns on November 24th 2017. For more information take a peek at our Hobbycraft Black Friday Deals page
Some of our products are available electronically. This means that, after purchase, you will be able to download them immediately onto your computer, tablet or smartphone. These downloadable products are provided in PDF format and you can view them on any device with a PDF reader installed, such as Adobe Acrobat Reader. This can be downloaded free from http://www.adobe.com/products/acrobat/readstep2.html. Usually, devices will have a PDF reader already installed but if you need any technical help please contact our customer service team and they will help you set up.
Please note that since it is a downloadable product, you will not receive a paper version from us. However, if you have a printer at home, you can print it as many times as you need. You can also view and download your items as many times as you want. So convenient!
Immediately! As soon as your purchase has gone through, you'll be able to download your product from the payment confirmation page by simply clicking on the 'Download' button.
Alternatively, we will send you an order confirmation email with a link to download the product. As well as this, if you sign in to a registered account when purchasing a downloadable product, all your purchases will be automatically stored under 'My Downloads', where you can access them anytime.
Please go to My Account and use the 'Forgotton Your Password' link.
Yes – as many times as you want. The link provided on the order confirmation email will remain valid for you to download anytime. Also, if you have an account with us, all of your downloadable products will always remain under 'My Downloads' for you to download at your convenience.
Of course you can! Once you download your product, it will come as a PDF file. Once open, you can save it on your computer, tablet or smartphone by clicking on 'Save as' and selecting the location where you wish to store it. It will then be available for you to open and view whenever you want. Also, if you sign in to a registered account when purchasing a downloadable product, all your purchases will be automatically stored under 'My Downloads', where you can access them anytime.
To ensure that the PDF file opens up correctly, you need to have a valid and updated version of a PDF reader in your computer, tablet or smartphone – for example, Adobe Acrobat Reader. This can be downloaded free from http://www.adobe.com/products/acrobat/readstep2.html. If you think your PDF readers works fine with other files and you are having problems with a specific downloadable product that you have purchased from us, please contact our customer service team and we will make sure we provide you with a correct PDF file.
We pride ourselves in providing the best quality on all our products on our website. However, if for any reason there is an error in the downloadable product you have purchased, please contact our customer service team and we will we will aim to provide you with a corrected version of the product.
Of course you can. If you are not 100% satisfied with your purchase or if there is an error in the downloadable product, you can contact our customer service team for a full refund within 14 days of receiving the order confirmation email, as per our returns policy. Please note that the product will no longer be available from your 'My Downloads' if you signed in to a registered account when purchasing the downloadable product.
Under the Waste Battery Regulations, Hobbycraft are offering a take back scheme for all portable waste batteries. You can return your waste batteries to our stores in person only, please do not post and at the till point we have a recycle box for these. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points.
If you still can't find what you need, please contact our Online Customer Services Team on 0330 0261400 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.
Join our free Club today and get 15% off your first order, exclusive offers, invites to craft events and entries to competitions.
Hobbycraft is a registered trademark of Hobbycraft Trading Ltd.