Frequently Asked Questions
Can I buy over the phone?
Yes you can. Please call our Online Customer Services Team on 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
Alternatively Hobbycraft Gloucester also offer a mail order and postal service.
Can I pick up in store?
It is not yet possible for you to order from Hobbycraft online and collect it from your nearest store.
How do I cancel my order?
You can cancel your order up to the time that we send it. 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 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team. Please be ready to quote your order number from your confirmation email.
Will I recieve confirmation of my order?
Yes. We will send you a receipt of your order in an email. 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 us our Online Customer Services team on 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
How do we use your personal data?
How can I pay?
You can pay for your online order in the following ways :
- Hobbycraft gift cards
We do not accept Visa Electron or American Express.
My credit or debit card was refused
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.
Are your prices the same online as they are in your stores?
Yes they are and we do not price-match competitor prices.
Do you offer group discounts?
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.
Do you offer credit accounts?
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 Credit Account Application and return it to :
Sales Ledger Supervisor
Hobbycraft Head Office
7 Enterprise Way
Bournemouth International Airport
Delivery and Returns
How much do you charge for delivery?
You can find full details on our Delivery and Returns page.
My order is delayed
If your order has not arrived within 28 days, 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 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
Please also follow our advice on Delayed Orders.
Can I return my product for an exchange?
Yes you can, as long as you follow the advice in our Returns Policy.
How do I buy a product?
- 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 productpage; use the 'Add to Basket' button.Abox will appear with the product that you have added for you to review. You can then ‘Go to Checkout’ or ‘Continue Shopping’.
If you choose to ‘Continue Shopping’ the product will be added to your basket and you will be returned to the product page so that you can add more items to your basket.
Choose‘ Go to Checkout’ when you have finished adding everything that you want.
- View your Basket and Checkout
Use 'Your Basket' at the top of the pageto 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.
Existing customers please use your registered email address and password to log in, or ask for a password reminder if you have forgotten.
New customers click‘ Continue’. You will be asked for your name, email address and phone number. Don’t worry! - Whenever share your information with anybody else; this is just in case we need to contact you about your order. On the next page, you will be asked for billing and payment details before you confirm andpay. Please go to our Terms and Conditions to find out what methods of payment we accept and how it will be taken.
- Order Summary
We will send you confirmation of your order and a dispatch note by email.
How do I add a product review?
- Go to the page of the product that you would like to review.
- Click on the 'Customer ratings and reviews' tab'.
- Click 'write a review' and follow the on-screen instructions.
How do I get an offer?
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 'three for two', 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.
I cannot log in to My Account
Please go to My Account and use the 'Forgotton Password' link.
If you still can't log in, please contact our Online Customer Services Team on 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
How do I remove myself from our Marketing lists (unsubscribe)?
Please try :
If youstill can't find what you need, please contact our Online Customer Services Team on 0845 051 6599 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.