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The fastest way to contact us is via the contact form on our contact us page.

Once your order has been dispatched you will recieve your 16-digit tracking number.

Delivery and Returns

Due to the Coronavirus pandemic (COVID-19), our courier partner Hermes have put in place a number of measures to protect our customers and their colleagues.

YOU CAN DIVERT YOUR NEXT PARCEL TO A SAFE PLACE

A ‘safe place’ is adesignated place where couriers can pick-up or drop-off your parcels, securely, without you being there in person. Typical examples include sheds, greenhouses or porches.

You can manage your delivery safely through the Hermes Mobile App. The App allows you to select a ‘safe place’ through the app by entering your tracking number, choosing the ‘divert’ option and selecting your preferred ‘safe place’. You can download the Hermes are from either the App Store or Google Play Store.

Your tracking number can be found in yourorder dispatch email from Hobbycraft, as well as your tracking confirmation from Hermes.

HERMES AUTOMATIC DELIVERY TO A SAFE PLACE

If a safeplace hasn’t been chosen through the Hermes App, but there is somewhere safe to deliver the parcel, Hermes will leave it there - even if there’s someone in the property. Hermes will take a photo, which will be included in the delivery notification email.

NO SAFE PLACE? STEPS HERMES COURIERS ARE TAKING TO AVOID CONTACT

If there is no safe place to deliver, the Hermes courier will knock on the door and step back. When you answer they will ask for your name to ensure a safe delivery, but you will not be asked to sign on the handheld device. If there is no answer, Hermes will re-attempt delivery on a different day.

For the latest information please visit the Hermes website.

Please visit the delivery information page to see our full list of delivery options and charges.

To track the progress of your delivery please enter the 16-digit tracking number found in your order dispatch email into the Hermes parcel tracker.

We always strive to meet our delivery promises, but unfortunately delays can happen. Please only contact our Customer Services team if your parcel still has not arrived after the delivery timescales currently displayed on our the delivery information page.

If your Next Day order is late, our team will process a refund for you. Please contact Customer Services using the Contact Form, selecting "Contact us" > "My question is about..." > "My Next Day order was late", and providing your order number.

If your Click & Collect order is late, we apologise. Please rest assured that our team are working hard to have your order ready to collect as quickly as possible. You will recieve an email as soon as your order has arrived in store and is ready to collect.

UK Orders
You can return your item in store or by post for free for a full refund or exchange up to 60 days from the purchase date. Please note: we are currently unable to process refunds at our stores closed for in-store shopping. For full detail on how to return an item, please visit our returns information page.

International Orders
International orders can be returned to our partner Global-e up to 60 days from the purchase date if unused andin the original packaging. For full detail on how to return an international order, please visit our returns information page.

Any online order placed in the UK and paid for by credit card, debit card or Hobbycraft gift card can be returned in store. Please note: we are currently unable to process refunds at our stores closed for in-store shopping.

Unfortunately, we are unable to process returns that were paid for using PayPal or Amazon Pay in store at this time. Please instead follow the free postal returns process outlined on our returns information page.

Yes. Find international shipping rates and estimated shipping times on our delivery information page.

Free Click & Collect is available for orders over £10.

Please note that stores in Scotland and Northern Ireland are currently closed for both in-store shopping and Click & Collect. Any existing click and collect orders for Scottish stores can be collected up until 6pm on Friday 15th January. Any orders not collected will be kept safe until we re-open. Please visit the Store Status page to find out more information.

You will receive an email when your order is ready to be collected. Please wait for this email before you go into store. You will need to bring your email or order reference number with you, as well as Photo ID.

Please visit the Delivery Information page to find out more.

Yes, providing they bring along a copy of your order confirmation email and your Photo ID.

Shopping Safely in Hobbycraft Stores

In line with government guidelines our stores are currently closed for in-store shopping. Our Click & Collect service will still be operating for stores in England and Wales. The service is currently unavailable for stores in Scotland and Northern Ireland. Please visit the Store Status page to find out more information.

Stores in Scotland and Northern Ireland are currently closed for both in-store shopping and Click & Collect. Any existing click and collect orders for Scottish stores can be collected up until 6pm on Friday 15th January. Any orders not collected will be kept safe until we re-open. Please visit the Store Status page to find out more information.

Our store trading hours remain the same as before, however we recommend that you check your local store opening hours by using our Store Finder before travelling to the store. If there are any changes to individual store hours these will be shown on the respective store page on our website.

A combination of unprecedented demand and paused production from some of our suppliers has meant that we have unfortunately been out of stock of some key lines. We are prioritising where we can to get back in stock.

Our programme of online events can be found on our workshops page.

We are currently unable to offer product demonstrations in store. Until we are able to offer this service please have a browse of the Hobbycraft YouTube channel for videos of some models.

Please visit the returns information page to find out how to return your product.

Payment

You can pay for your online order in the following ways:

  • Visa
  • MasterCard
  • Visa Debit
  • Maestro
  • American Express
  • PayPal
  • Amazon Pay
  • Hobbycraft gift card or e-Voucher

We do not accept Visa Electron.

If you are located in the UK and paying by card, your card must be registered to a UK address.

If you are unsure whether your order was successful please contact our Customer Services team.

Card Payments that have been refused may show as ‘Pending’ in your account. These funds have not been taken and will be returned to your available balance by your bank. Please contact the company that issues your card to find out why it may have been refused.

Yes we do. Students can benefit from a 10% discount on all full price items, excluding gift cards, Cricut machines and sewing machines. Simply register and verify your student status with UNiDAYS.
Find our more >

Yes we do. Credit Accounts are available to limited companies, local authorities, schools, colleges, healthcare providers and charities. You can apply online through our Credit Accounts page and by doing so will receive a 15% discount on your first Credit Account order.

Please see our PayPal Credit FAQ page for all information regarding PayPal Credit.

Please ask any of our store colleagues to check at the till point, or contact our Customer Services team.

All VAT information for your order can be found in your dispatch email.

Our VAT number is 974990653.

Unfortunately at this time, it is only possible to add one e-voucher or Gift Card per order online.

If you would like us to amalgamate your gift vouchers together, please contact Customer Services with a full list of the Gift Card/Voucher numbers.

*Please note that this may take a few working days to complete.

Using this Website

  1. Find Products and Add to Basket from a Product List Page

    Use the navigation menu or search bar to find the category or products that you want to order.

    You can use the filters on the left hand side of a product list to narrow down the results.

    Click on a product to find out more information, or add to your basket by clicking the ‘Add to Basket’ button.

    A box will appear with the product that you have added for you to review. Here you can amend the quantity, '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 list so that you can add more items to your basket.
    • Choose to 'Go to Checkout' when you have added all of the products that you wish to purchase.
  2. Add to Basket from a Product Page

    On the product page specify the quantity of product that you’d like to purchase by either typing a quantity into the box, or by using the ‘+’ and ‘-‘ buttons.

    Once the quantity is chosen, click the 'Add to Basket' button. A box will appear with the product that you have added for you to review. Here you can amend the quantity, '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 to 'Go to Checkout' when you have added all of the products that you wish to purchase.
  3. View your Basket and Checkout

    Click the ‘My Basket' button at the top right of any page to see what is in your basket at any time.

    On this page you can amend the quantity of or remove products, as well as choose a postage option.

    When you are happy with your product and postage choices, click the one of the payment buttons at the bottom right of the page to proceed to checkout.

  4. Checkout

    Choose whether you are an Existing Customer or a New Customer.

    • Existing customers: Please use your registered email address and password to log in. If you have forgotten your password, visit the Log In page to reset your password.
    • New customers: Click‘ Continue’. You will be asked for your name, email address and phone number. We require this information in case we need to contact you about your order, and will not share this information with anybody else. On the next page, you will be asked for billing and payment details before you confirm and pay. Please read our Terms and Conditions to find out which payment methods are accepted and how these payments will be taken.
  5. Order Summary

    We will send you an immediate confirmation of your order by email, and a separate dispatch email once your order has left our distribution centre.

    If you have selected ‘Click and Collect’ as your delivery option, the second email that you will receive will let you know that your order is ready to be collected from your selected store. Please wait for this email before you go into store. You will need to bring your email or order reference number with you.

Offers are signposted on the Hobbycraft website using a red badge with white text that appears over the top left hand corner of a product image.

Items that are reduced in price are displayed with the lower price already applied.

To redeem offers such as '2 for £6' or '3 for 2', you will need to add everything that the offer requires to your basket, including the free items - just as you would take all items to a till in store. The offer deductions will appear on the basket page once all items have been added.

If the offer is a multi-buy such as '3 for 2' you will always get the cheapest item free.

If you have forgotten your password, visit this page to reset your password. You can also access this page by clicking ‘Forgotten your password?’ link underneath the password box on the sign in page.

If you still can't log in, please contact our Customer Services team.

Where possible we try to match prices online and in store. However, sometimes prices do differ. In particular, stores may continue to hold discounted clearance stock which is no longer available on the website, and the website does stock special online-only products that are not available in stores, including all online bundles.

Yes, price matching is available online and in store in line with the following Terms and Conditions:

  • The product offered by the competitor is exactly the same as the one we sell, and is offered on the same terms
  • The competitor mustbe a UK retail store or website and have stock available.
  • Hobbycraft colleagues must be able to confirm the details on the competitors website or from a valid source
  • Our price promise applies to the product only, not the delivery or other services
  • If you wish to make a price match request, please contact our Customer Services team.

We understand that it's frustrating to see that the item you want to buy is out of stock. We list out of stock items online as we believe you'll want to know that we normally stock that item.

You can check if your local store has the product available by pressing the ‘Check availability in store’ button. Once pressed, you can search for a town or postcode in the search box or press the ‘Use my location’ button. Your nearest stores will then be listed below with an indication of whether the product is in stock.

Alternatively, contact your local store directly using the Store Finder to find the store contact information.

You can alternatively press the ‘Email me when back in stock’ button and fill in your details. We will then email you once the product has come back into stock.

If you would prefer to see only items in stock on the website, you can choose to filter your search by ‘In stock’ items only.

You can click the ‘Unsubscribe’ link in all of our emails to be removed from receiving these in the future.

You can request removal from our marketing lists by contacting us at privacy@hobbycraft.co.uk.

All product reviews on our website are written by Hobbycraft customers who have spent at least a week with the products.

When you shop online with us you will receive an email 7 days after your purchase, inviting you to write a review of your new products.

You can also leave reviews of the products you've bought in our stores, as long as you swiped your Hobbycraft Club card when you bought them. You will receive an email 7 days after your purchase, inviting you to leave a review.

It takes up to a week for a review to be approved and published on the website.

For information on when the next Black Friday event is, take a look at our Black Friday Deals page.

You can cancel your order as long as it has not been fully processed or dispatched.

We are unable to amend orders. To add a product to your order, you will need to place a new order.

To change the details of your delivery address, remove items from your order, or to cancel the order completely, please contact our Customer Services team quoting the order number found in your order confirmation email.

If an order cannot be cancelled, you can return the order once delivered free of charge. Visit the returns information page to find out more.

We will send an email to confirm receipt for your order immediately after your being placed. Please read and check the details carefully to make sure that they are correct.

If the details are incorrect, or if you need any help, please contact our Customer Services team quoting the order number found in your order confirmation email.

To find out how we use your personal data, please read through our Privacy Policy.

Downloadable Products

Some of our products are available electronically, which 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 for free from Adobe.

Usually, devices will have a PDF reader already installed but if you need any technical help please contact our Customer Services team and they will help you set up.

Please note: You will not receive a paper version of the downloadable product from us. However, you can view and download your items as many times as you want and, if you have a printer at home, you can print the download as many times as required.

You will receive your download as soon as your purchase has gone through. To download your product, click the ‘Download’ button on the payment confirmation page.

We will also send you an order confirmation email with a link to download the product.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'My Downloads' to access at your convenience.

The link provided on the order confirmation email will remain valid for you to download at any time.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'My Downloads' to access at your convenience.

Once you have downloaded your product, it will exist on your computer, tablet or smartphone as a PDF file.

Once open, you can save it by clicking ‘File’ and then 'Save As' and selecting the location in your documents where you wish to store it. It will then be available for you to open and view whenever you want.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'My Downloads' to access at your convenience.

Downloadable products are provided in PDF format and you can view them on any device with an up to date PDF reader installed, such as Adobe Acrobat Reader. This can be downloaded for free from Adobe.

If you think your PDF reader is working with other files and the problem is being caused by the downloadable product that you have purchased from us, please contact our Customer Services team and we will make sure we provide you with a correct PDF file.

If you are not 100% satisfied with your purchase or if there is an error in the downloadable product, you can contact our Customer Services 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.

  1. Go to our Free Patterns page and browse for a pattern.
  2. Once you've found what you're looking for, click 'Download'. If you're not signed in, you will be asked to enter the email address and password for your Hobbycraft Club account. If you don't have an account, you will need to create one for free by visiting the Sign In page. If you were required to sign in to your account, you'll be redirected to the pattern download page after logging in.
  3. If you were required to sign in to your account, you'll be redirected to the pattern download page after logging in.
  4. Click 'Download'. The product will start downloading immediately. If nothing happens, check that your file isn’t already in the Downloads folder of your device before clicking again.
  5. If you want to view this and all of your downloadable patterns, go to 'My Account' at the top of the page and click on 'My Downloads'. You can download them any time you want, as many times as you want.

For any help downloading free patterns, please can contact our Customer Services team.

Hobbycraft Club

The Hobbycraft Club is free to join and open to everyone. You can enjoy exclusive offers, discover our latest products and enjoy endless craft inspiration! Visit the Club page to find out more.

You can join online using the form linked from the Club page, or join in store by asking a colleague at the till point. Use the Store Finder to find your nearest Hobbycraft store.

Unfortunately we are only able to sign customers up to the Hobbycraft Club with a valid email address.

  1. 15% off your next order (Please note: this offer is not active whilst our stores are closed)

  2. When joining the Club, you'll receive a 15% discount off your next purchase. If you join in store, this discount code will be printed on your till receipt. If you join online, your code will be sent to you by email after you've signed up.

    You'll have 28 days from the date of issue to use your voucher.

  3. Invitations to Club VIP Discount Days

  4. As a Club Member, we'll let you know of any upcoming VIP discount days by email. These emails will give you a voucher code, which can be used to obtain your discount on the day of the event.

  5. A £5 Gift on your Birthday

  6. Club members who have provided their birthday details and have subscribed to receive emails will receive a £5 discount code (within an email) on their birthday. This discount will be valid for 14 days from the date of issue.

    Members must have an online Hobbycraft account in order to provide birthday details. To set up a new account or to log in to an existing account, visit the Sign In page.

  7. Free Craft Downloads

  8. As a Club member, you can download free knitting and crochet patterns via our website. Browse free patterns >

    If you already have an online account, simply log in once you have selected the pattern you wish to download.

    If you joined in store and don’t have an online account, you will be prompted to set one up before the download starts. Please use the same email address with which you registered as a club member.

  9. Free entry into prize draws

  10. Hobbycraft Club members will be automatically entered into a free monthly prize draw to win a £500 Hobbycraft gift card with every purchase.

    To be eligible, members must ensure that their loyalty card is swiped for any purchases made in store, or that they are logged into their online account when making a purchase online.

    Entries will be assigned to the prize draw relating to the month the purchase took place. The closing date of the prize draw will be the last day of each calendar month. The draw will take place 7 days after the closing date and we will contact the winner via email within 7 days of the draw taking place.

You can pick up your Hobbycraft Club card when you next visit one of our stores. Hobbycraft colleagues will be able to create a Club card for you at the till point – simply mention that you’ve joined online.

If you are unable to visita store please contact our Customer Service team, who will be able to send you a card in the post.

In the event of your Club card being lost or stolen, please contact our Customer Services team, who will block your old card and issue you a new one.

There’s no need to enter your Club card number when shopping online as we'll automatically recognise that you're a Club member from your email address.

Providing the Club card had been presented in store at the time of making the purchase, our Customer Service team can help to locate a copy of your store receipts.

We’ll keep in touch with you by email to let you know about the latest products, offers and promotions.

Please check your junk or spam folders, in case our emails have been automatically filed there. If you still can’t see them, please contact our Customer Service team.

You can mention your email address change to a Hobbycraft colleague at the till point in any of our stores. They will be able to update your information on our system.

If you have an online account and are logged in, youcan also update your email address online by visiting My Account. Type in your new address under ‘My account details’ > ‘Email address’, and press the ‘Update details’ button at the bottom of the form to save the changes.

Alternatively, please contact our Customer Services team who will be able to make this change for you.

If you wish to stop receiving Hobbycraft emails, open a recent email from us, scroll to the bottom of the email and click on the ‘unsubscribe’ link.

Please allow 48 hours for this to come into effect.

Setting up an online account will allow you to amend or update your account details, including your birthday so that we can send you your yearly birthday voucher! You will also have the option to tell us about the crafts you enjoy.

You’ll need to use the same email address with which you registered in store so we can identify you. Set up your Hobbycraft Club account using the Profile Set Up form.

In Store

All of our open stores offer a helium filling service for balloons. Please note: Our helium service is currently unavailable at stores closed for in-store shopping. Prices vary, please see details below.

For balloons bought from Hobbycraft:
  • £1 - Small balloons (up to 75cm)
  • £2 - Large balloons (76cm and above)
For balloons bought externally:
  • £4 - Small balloons (up to 75cm)
  • £5 - Large balloons (76cm and above)

If you have bought your balloons from Hobbycraft, please bring proof of purchase. To find your local store, you can search by location or postcode.

For more information, please visit our Helium Balloons page.

Yes! Dogs are more than welcome in all of our stores, although we ask that you keep them on a lead and supervise them at all times.

Yes, just drop them off at any of our stores.

In accordance with the Waste Battery Regulations, Hobbycraft offers 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 them. There are battery collection boxes near the checkout at all of our stores. 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.

More Help

For more help, try the following pages:

If you can't find an answer to your question, please contact our Customer Services team.