The fastest way to get in touch is through our contact form accessed via the Ask a Question button on the contact us page.
Once your order has been dispatched you will receive your 16-digit tracking number. Track your order with Evri.
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 as soon as possible, quoting your order number.
Once your order has been processed we are unable to make any further changes.
- All online and store purchased items can be returned to any of our stores for a refund or exchange, providing they are in re-saleable condition and in the original packaging*
- Returns should be made within 28 days of the purchase date
- Your refund will be processed and credit will be applied to the original payment method** within 14 working days
Please bring the product(s) you wish to return to one of our stores with either your store receipt or your order confirmation email, and the payment card used to purchase the product. Your online order confirmation email containing the returns barcode can be presented as a print-out or on your smartphone.
The refund will be processed to your original payment card only, so please ensure you have this with you.
*Pre-cut ribbon, fabric and edible items are excluded.
**Unfortunately, we are unable to process online purchased returns that were paid for using PayPal or Amazon Pay in store at this time. Please instead follow the free postal returns process below.
FREE using the free collection and drop-off services provided by our courier, Evri.
- Please do not return your store purchase via post
- Online order returns should be made within 28 days of the purchase date
- Returned products must be in a re-saleable condition in the original packaging
- Your refund will be processed and credit will be applied to the original payment method within 14 working days of receipt
- Courier collection - Standard and Large Parcels
Arrange a collection direct from your door at your convenience
- ParcelShop drop-off - Standard Parcels only
Take your parcel to an Evri ParcelShop
- Locker drop off - Standard Parcels only
Take your parcel to an Evri Locker location
Please visit the Evri website to book either a courier collection or find a convenient Evri Parcelshop or Locker drop-off point.
Please try to use the original packaging when sending your items back and ensure they are securely packaged. Hobbycraft cannot be held responsible for any damage caused during posting.
Please hold onto your proof of postage until we've confirmed via email that your refund has been processed.
Unfortunately we are unable to accept returns for the following items:
- DVDs if you've broken the seal on the wrapping.
- Perishable items and other items that deteriorate fast.
- Refunds will be processed within 14 working days of us receiving your return
- Your refund will be credited to your original payment method
- At this time, any online orders paid for using Paypal or Amazon Pay cannot be refunded in store
- International orders can be returned up to 28 days from the purchase date.
- Return products in unused condition and in the original packaging. We are unable to accept international returns if the original packaging has been opened.
- Refunds on international items will include the amount paid for product, plus duties, taxes and fees (if prepaid).
- Unfortunately, we are unable to refund shipping costs at this time, excluding shipping costs for the return of faulty or damaged items.
- Refunds are processed within five working days of your parcel being received in the Global-e UK hub. Any refund will automatically be issued to the original payment method used when placing your order.
International orders should be returned to our partner, Global-e, and should include a Return Merchandise Authorization (RMA) form. To prepare your international return package, follow these simple steps:
- Visit the Global-e returns portal.
- Complete the form, entering your order ID and email address.
- Global-e will send an email containing a link. Follow this link to download your returns label and Return Merchandise Authorization (RMA) form.
- Print both the returns label and the Return Merchandise Authorization (RMA) form, and put the Return Merchandise Authorization (RMA) form in the parcel. Without this form, we might not be able to refund your full amount.
- Attach the returns label to the outside of your sealed parcel. Please note that the returns label and Return Merchandise Authorization (RMA) form are valid for one parcel only. We will not be able to accept any additional parcels.
Need more information?
Read the International Returns and Refunds Policy.
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.
Please note that the product will no longer be available from the "Downloads" section of your account if you were signed in when purchasing the downloadable product.
Our Refund Policy runs alongside your rights under the Consumer Contracts Regulations. Full details of your rights under the Consumer Contracts Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.