Due to the size and complexity of certain items that we stock there is an additional cost for some products which we sell on our website. Therefore if your order contains one of these items then the cost of delivery will be as below:
When you add one of the mentioned items into your basket there will be a note on the basket page to inform you which of the items in your basket is resulting in this increased cost of delivery.
For any questions or queries regarding our delivery service or an order you have recently placed please contact our Customer Services team.
If you’re not 100% satisfied with your purchase, you can return your items for free with Hermes or to one of our stores for a full refund or exchange. Simply follow the instructions below.
Returns to store
It’s easy! Just take this delivery note and the product(s) you wish to return to your nearest store and tell the store Colleague that this was bought online. Make sure you also take in the payment card you originally used to buy the product.
If you paid with Paypal please follow the Hermes returns process below.
Returns by post
We don’t believe that you should have to pay for return shipping, so you can use the free collection service provided by our courier Hermes.
How to return
Please visit the Hermes Returns website. This will allow you to either book a courier collection or find a convenient Parcelshop drop off. Please note that parcels above 15kg or 75cm in width or length will need to be arranged as a Courier Collection.
Simply fill out the reason for return, enclose this delivery note with the product and package up securely. Attach the preprinted label enclosed in your original delivery to the parcel.
If you do not have the returns label you will have the option to print one on the Hermes website. Our refund policy runs alongside your rights under the Distance Selling Regulations which gives you seven working days to tell us you want to cancel your order, starting on the day after you receive the goods. For full terms and conditions, please visit hobbycraft.co.uk/returnspolicy. Your statutory rights are not affected.
Once your order is placed, you have 30 days to return any unused or unopened items. (Unfortunately we cannot accept returns if the original packaging has been opened).
International orders should be returned to our partner, Global-e, and should include a Return Merchandise Authorization (RMA) form.
If there is something you would like to return, please visit our returns portal or contact customer services at firstname.lastname@example.org.
You'll be sent a confirmation email from our partner, Global-e, which will contain a link to download your returns label and returns note. Print the returns label, attach it to the top of your parcel and insert the returns note in the parcel. Without this form, we might not be able to refund your full amount.
(The returns label and returns note is valid for one parcel only. We will not be able to accept any additional parcels).
Refunds on international items will include the amount paid for product, plus duties, taxes and fees (if prepaid).
Any refund will automatically be issued to the original payment method used when placing your order (i.e. card, PayPal account).
Unfortunately we are unable to refund shipping costs at this time.
Refunds are processed within 5 business days of your parcel being received in our partner, Global-e’s, UK hub.
We always endeavour to ensure your parcel reaches you in perfect condition. If you do have any problems, please contact customer services at email@example.com. (We will not charge shipping costs for the return of faulty or damaged items).
Find our full terms and conditions for international purchases and returns here.
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