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FAQs

Delivery & Returns

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 tracking reference found in your order dispatch email into the 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 the delivery information page.

If your Next Day order is late, our team will process a refund of the delivery charge for you. Please contact Customer Services using the 'Ask a Question' button on the contact us page, 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 receive 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 28 days from the purchase date. 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 28 days from the purchase date if unused and in the original packaging. For full detail on how to return an international order, please visit our International 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.

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 the delivery information page.

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

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.

Payment

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

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

We do not accept Visa Electron.

Please note: 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 by telephone on 0330 026 1400 from Monday to Sunday between 9:00 am and 5:00 pm. Alternatively, email the Customer Services team by using the 'Ask a Question'> button on the contact us page.

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, students can benefit from a 10% discount via UNiDAYS on all full price items excluding gift cards, Cricut machines and sewing machines. You'll need to register and verify your student status with UNiDAYS. To find out more, visit our Student Discount page.

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 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.

Your delivery dispatch or collection confirmation email will act as a VAT invoice. The Hobbycraft VAT number is 974990653.

Yes, it is possible to add up to five e-vouchers or Gift Cards per order online.

If you would like us to amalgamate your gift vouchers together, please contact our Customer Services team with a full list of the Gift Card/Voucher numbers. Please note that this may take a few working days to complete.

If you have a complaint

Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitments to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service then we would like to hear from you.

How to tell us if you have a complaint

To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.

Our complaints contact details are:

Online at www.financial-ombudsman.org.uk

By telephone on 0800 023 4567

By letter to Exchange Tower, London, E14 9SR

What information do we need to address your complaint?

To assist us in resolving your complaint efficiently it would be helpful if you could provide the following information:

  • Your full name nad preferref contact number
  • Your reference/vehicle registration number
  • Full details of your complaint
  • Copies of relevant paperwork
  • Evidence of any complaint where applicable – photos etc
  • What you expect us to do to put things right
  • Any other information that you think may be relevant

What we do if we receive a complaint from you

We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases we will implement the following process:

Compaint Process

  1. Your case reference will be your order/contract number
  2. We will give you the name and title of the person handling your complaint
  3. We will send you written acknowledgement within 3 working days of receiving your complaint
  4. Make contact to seek clarification on any points where necessary
  5. Fully investigate your complaint internally and third parties where relevant
  6. Keep you informed and fully updated regarding any progress
  7. Discuss with you our findings and our proposed response
  8. Our aim will be to send you our final written response within ten working days but no later than eight weeks as required by the Financial Conduct Authority

Investigation

The Customer Resolutions Department will work with the relevant department managers to establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

  • Deal with complaints promptly and fairly
  • Give complainants clear replies and, where appropriate, fair redress

Eligibility

It is our policy to treat all complainants the same, however, certain types of complaints fall within the scope of FCA rules and consequently within the jurisdiction of the Financial Ombudsman Service.

FCA Complaints Rules

  • Complaints made by, or on behalf of an eligible complainant; Eligible Complainants are essentially individuals and certain small businesses
  • The Complainant must relate to the provision of or failure to provide a financial service or a redress determination and;
  • The Complainant must allege that they have suffered, or may suffer, financial loss, material distress or material inconvenience

Final Response

This will set out clearly our decision re the complaint and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Where appropriate we are required to include details of the Financial Ombudsman Service in the final response. If dealing with an eligible complainant and a regulated activity, we will:

  1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
  2. We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service.
  3. Indicates if we consent to waive the relevant time limits, (where we have discretion in such matters)
  4. Provide the relevant addresses of the Financial Ombudsman Service.
  5. Refer to the availability of further information on the website of the Financial Ombudsman Service.

What to do if you are not happy with our decision

If you have a regulated consumer credit contract arranged by us and are not satisfied with our Final Response, you may be eligible to refer the matter to the Financial Ombudsman.

Financial Ombudsman Service

If relevant then you can refer your complaint to the Financial Ombudsman Service – you must do this within six months of our final response. When we send you a final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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 the log in page to reset your password. Reset your password by clicking ‘Forgotten your password?’ link above the password box

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 must be 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 at the bottom of all of our emails to be removed from the mailing list.

You can also request removal from our mailing 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 reviewed 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.

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 'Downloads' in your account 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 Hobbycraft Club page to find out more.

Create an account on the sign in 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.

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.

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.

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.

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

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.

  1. 15% off your next order

  2. Invitations to Club VIP Discount Days

  3. A £5 Gift on your Birthday

  4. Free Craft Downloads

  5. Free entry into prize draws