Frequently Asked Questions
Got a delivery query? Unsure about sizes? Our Frequently Asked Questions offer instant answers to most questions you may have about shopping with us. However, if you can't find the help you need here, our Customer Services team are always on hand.
exchanges and returns
WHAT IS YOUR RETURNS POLICY?
If something isn't quite right, you can return items within 1 month, from the parcel delivery date. Once we've received your return, it may take a few days to process your refund, which can take up to 7 days.
Please note that it may take up to 5 working days for your bank to credit your account. We are not liable and cannot take responsibility for further bank charges that you may incur during the refund process.
Items must be returned unused, in perfect condition and in the original packaging. We do not accept liability for packages damaged during transit back to us. It is your responsibility to carefully wrap items to prevent damage.
For hygiene reasons, we are unable to exchange or offer you a refund for the following items:
- Earrings - Removed from their packaging
- Tights
- Lingerie
- Swimwear - Without the hygiene strip
We are also unable to refund Hobbs Gift Cards.
This does not affect your statutory rights. If you have any questions, please contact our Customer Services team.
WHEN CAN I EXPECT A REFUND?
We will send you an email to confirm your when refund has been processed. Please allow up to 7 working days for your return to be processed once it has reached our distribution, and up to 5 days for your bank to credit your account.
You can get an indication of when you can expect to receive your refund by looking at the tracking information on your returns receipt.
Once your refund is completed, please note that the time it takes to show in your account depends on your card provider and is out of our control.
I DIDN'T RECEIVE A RETURNS LABEL, WHAT DO I DO?
If you didn't receive a returns label in your parcel, you can print a Collect+ free returns label by visiting http://www.collectplus.co.uk/returns/new/hobbs.
Then, simply take your parcel to your local Collect+ drop off point. You can find your nearest one here: http://www.collectplus.co.uk/orders/new.
If you would prefer us to send you a Royal Mail returns label by post, please contact our Customer Services team at customerservices@hobbs.co.uk.
HOW DO I RETURN MY ORDER?
You can return items to us by taking them to your nearest Hobbs store (excludes department store concessions or Outlet stores), using Collect+ or by Freepost. See our Returns page for more details.
CAN I RETURN ITEMS TO A HOBBS STORE?
Yes, you can. We will be happy to refund or exchange any items purchased online at any UK Hobbs standalone store (excludes Outlets). Simply present your delivery receipt and the store will be able to process a refund.
Items returned to department store concessions can only be exchanged for other goods. Unfortunately, branches of John Lewis Partnership, independent retailers and franchise stores cannot accept returns.
PayPal Orders
Orders paid for by PayPal can be returned at any standalone store (excludes concessions). Simply present your order delivery receipt and the payment card linked to your PayPal account.
HOW DO I GET A REFUND IF I'VE USED A GIFT CARD?
As soon as we receive your return we will we will issue the refund to the original Gift Card used to place your order.
If you used two payment methods, the amount paid with a Gift Card will be refunded before the other payment methods.
Didn't keep hold of your Gift Card? Don't worry, we can credit a new Gift Gard for you. Simply contact our Customer Services team.
CAN I RETURN AN ITEM RECEIVED AS A GIFT?
Yes, you can. You will need to visit a Hobbs standalone store, where they will be able to offer you a Gift Card or exchange to the value of the original item.
We are unable to offer this service in department store concessions, our Outlets or for gifts returned to our Distribution Centre.
WHAT DO I DO IF MY ORDER IS FAULTY OR DAMAGED ON DELIVERY?
We hope that your order arrived in perfect condition but in the unlikely event this doesn't happen, please inform our Customer Services team within 30 days and they will be able to help.
delivery
WHAT ARE YOUR DELIVERY OPTIONS AND COSTS?
We offer free Standard UK delivery on orders over £150, or £3.95 for orders under £150.
For a full list of our delivery options, cut off times and restrictions, please view our Delivery Information.
WHERE DO YOU DELIVER?
We deliver by courier to most postal addresses in the United Kingdom. We also deliver, using a separate tariff, to the Channel Islands and the Republic of Ireland
We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal address or PO Box. If this affects your order, we will notify you as soon as possible.
For full details, please view our Delivery Information.
DO YOU DELIVER OVERSEAS?
We do. See our Delivery Page for more information about our shipping services.
For shipping to Australia and the USA we have dedicated websites.
CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, we can. If you have an account with us, you have the option to add, edit and update different addresses in your delivery details. Not registered yet? Sign up here.
HOW DO I TRACK MY ORDER?
Simply click on Track Your Order and enter a few details to check the status.
WHAT HAPPENS IF I'M OUT WHEN THE COURIER CALLS?
If no one is at the delivery address to accept your order and you have provided a phone number for delivery updates, look out for a text from the courier. They will let you know what next steps to take. Otherwise, the courier will leave a card with further instructions.
WHY HAVE I ONLY RECEIVED PART OF MY ORDER?
There may be times when our Distribution Centre is unable to fulfil part of your order. In this case, we may source your items from a store. So your order may be split into multiple parcels.
We will send you dispatch confirmation emails, each time a parcel is on its way to you. If you have any further queries, please get in touch with our Customer Services team.
FOR SPLIT DELIVERIES, WILL I BE CHARGED MULTIPLE POSTAGE COSTS?
No, you won't. There are times where we may need to source one or more of your from a store, resulting in multiple parcels. However, you will only pay one delivery charge. This will be confirmed in the total of your order confirmation email.
I'VE RECEIVED AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?
We always strive to fulfil orders accurately, so we're really sorry if you receive an incorrect item. Please contact Customer Services, who will arrange a replacement for you. In the meantime, please return the incorrect item.
I'M MISSING AN ITEM FROM ORDER, WHAT DO I DO?
Firstly, check your order confirmation email. If your items were being sourced from different places, it could be that your missing item will be arriving separately in another parcel.
Also, check the delivery note in your parcel. It will tell you the items you can expect to find inside and the items due to follow. That way you can be sure if you're missing anything.
If you are missing an item, don't worry. Contact Customer Services and they will investigate and find a solution.
WHY HAVEN'T I RECEIVED A DISPATCH EMAIL?
You'll only receive an email once your order has been dispatched. If you've opted for UK standard delivery, please allow up to 7 working days. For international delivery, please allow up to 10 working days.
In some instances, our Distribution Centre may not be able to completely fulfil your order, so we may source your items from our stores. This means that if your order contains more than one item, they may be sent in multiple parcels with different dispatch dates.
WHAT HAPPENS IF I CAN'T PICK UP MY CLICK & COLLECT ORDER?
Don't worry, you have 14 days to collect your order. If you're unable to pick up your order within this time, or no longer wish to keep it, you may prefer to contact the store directly. They will be happy to return your order for you.
Once it has been received at our Distribution Centre, we will send you an email to let you know that a full refund is being processed. Please allow up to 7 working days for this.
If you're unable to pick up your order in person, someone can collect it on your behalf. To do so, they will need to present:
- A written consent from you
- Your order confirmation details
- A form of identification showing their name e.g. credit card, driving license, passport
ORDERS & PAYMENTS
CAN I CANCEL OR AMEND AN ORDER?
Unfortunately, it is not possible to cancel or amend online orders once they're placed. You may, of course, return any unsuitable items to us. For full details, view our Returns Information.
If you'd like to update your delivery details e.g. by selecting a safe place for your parcel or a neighbour to receive it, you can do this using the tracking link in your dispatch email or click here.
HOW DO I SHOP ONLINE?
It's so easy. Just select the items you love, choose your preferred colour and size, and add them to your shopping bag. When you've finished shopping, follow the simple checkout process. In the first step, you'll be given the option to checkout as a guest, create an account, or sign in to your account if you've already registered.
As a guest, you only need to provide your name, contact details, payment method, billing and shipping information.
To create an account, you'll need to enter your personal details and create a password. Once you've done this, checkout will be even quicker next time you shop with us.
To sign in to your account, just type in your email address and password. You'll be able to access and manage all your details.
HOW DO I PAY FOR MY ONLINE ORDER?
We accept the following card types: Visa, Maestro, MasterCard, American Express, JCB and Hobbs Gift Cards. You can also pay for your order using PayPal. Unfortunately, we do not accept cheques, postal orders, cash or credit vouchers for online purchases.
WHY ISN'T MY PAYMENT BEING ACCEPTED WHEN I TRY TO PLACE AN ORDER?
If you're having difficulty placing an online order due to a failed payment, this is because it can't be verified.
It could be that you're using an incorrect password for your bank account, or the pop up for 3D Secure is being blocked by your computer. If you're unsure of your password, we suggest you contact your bank. But if the issue is a blocked pop up, we recommend using an alternative browser e.g. Google Chrome, Mozilla Firefox or Internet Explorer.
WHERE CAN I FIND THE PROMOTION CODE BOX?
Once you have added your item(s) to the shopping bag, you will be prompted to go to the checkout step. Alternatively, you can checkout at any time by clicking on the shopping bag icon at the top right-hand corner of your screen, and selecting 'Checkout'.
When you view your shopping bag, you'll see a summary of the total cost of your items and a checkout button. Underneath this section, you'll see: 'Do you have a promotional code?'. Click on this to reveal a box allowing you to enter your code, then select 'Apply' to ensure the discount is applied.
I MISSED THE PROMOTION CODE BOX, CAN YOU APPLY THE DISCOUNT?
Unfortunately, we are unable to apply the discount after you've placed an online order. This is because your original receipt would no longer reflect the price paid, and will make it invalid.
However, if you return an unworn purchase within 1 month to a Hobbs standalone store and request an exchange, the discount will be refunded. To do this, make sure you show your original receipt. If this is inconvenient, let us know by contacting our Customer Services teams at customerservices@hobbs.co.uk, so we can make alternative arrangements for you.
WHY HAS MY ORDER BEEN CANCELLED?
On rare occasions, we may need to cancel your order of there has been a discrepancy. In this instance, you'll receive an email to notify you as soon as possible, and you will be refunded fully for cancelled items.
WHY HAVEN'T I RECEIVED AN ORDER CONFIRMATION EMAIL?
Please check your junk or spam folders, as occasionally our emails can be found there.
OTHER
DO YOU SELL GIFT CARDS?
We do. Hobbs Gift Cards are available to buy in store and online, when purchased in £GBP.
Recipients can use them online when paying in £GBP, at any Hobbs UK store or Outlet. Unfortunately, they can't be used in department store concessions.
Please note that Hobbs Gift Cards cannot be returned for a refund, exchanged for cash or cannot purchased using currencies other than £GBP.
DO YOU OFFER GIFT WRAPPING?
While we don't offer gift wrapping for online orders, they are beautifully packaged. Every order is carefully wrapped in tissue and exclusive Hobbs presentation boxes. Because in our eyes, whether it's for you or someone else, every purchase is a gift.
However, any items bought in our sale, may be packaged in protective mailing bags.
DO YOU HAVE A 'REFER A FRIEND' SCHEME AND HOW DOES IT WORK?
Yes, we do. If you know someone who would love Hobbs as much as you do, then please spread the word. As a thank you, we'll give £20 off your next purchase and your friend can enjoy 20% off their first order. You can recommend us by link, email, Facebook, Twitter and other social channels.
For more details, view our Refer A Friend scheme.
I’VE REFERRED A FRIEND. HOW DO I KNOW WHETHER THEY’VE BOUGHT ANYTHING AND WHETHER I’VE GOT A REWARD?
That's great, thank you very much. You'll receive an email as soon as any rewards are coming your way. It will be from refer-a-friend@mention-me.com because Mention Me is the company who manages our Refer A Friend scheme. You may want to add the email to your contacts, to make sure it reaches your inbox.
You can also check the status of your referrals on your dashboard. You'll find the link to your dashboard at the bottom of the email you received when you signed up to the scheme.
HOW DO I KNOW WHICH SIZE TO CHOOSE?
Take a look at our handy Size Guide. It will help you find the perfect fit, whether you're shopping for clothing, shoes or belts.
WHAT MEASUREMENT IS 'LENGTH' REFERRING TO ON THE GARMENTS UNDER 'INFO & CARE'?
To clarify, 'length' in the 'Info & Care' section of our product pages, refers to these measurements (unless otherwise stated):
- Dresses - Nape of the neck to the hem, down the centre of the back.
- Coats and jackets - Nape of the neck to the hem, down the centre of the back.
- Tops - Nape of the neck to the hem, down the centre of the back.
- Knitwear - Nape of the neck to the hem, down the centre of the back.
- Skirts - Natural waist to hem.
- Trousers - Inside leg.
MY ACCOUNT
WHAT HAPPENS IF I FORGET MY PASSWORD?
Firstly, don't worry! All you need to do is reset your password, by following the simple instructions here.
HOW DO I SUBSCRIBE OR UNSUBSCRIBE FROM YOUR MAILING LIST?
To sign up for emails, texts or post from Hobbs, click here. As a subscriber, you'll be the first to hear about our latest offers, news and style inspiration. Or if you have a Hobbs account, simply sign in and go to Preferences' where you can update how you'd prefer us to contact you.
We hope that you won't want to leave our mailing list. But if you do, look out for the 'Unsubscribe' or opt out links on communications from us.
WHAT IS TOGETHER WITH HOBBS?
We believe your loyalty should be rewarded with exclusive offers and benefits, all year round. Which is why we created Together with Hobbs, our loyalty programme. To join, all you need to do is sign up to receive our marketing communications. From sale previews to in store events and a free birthday gift, you'll feel like our number one priority.
