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Here you will find answers to your frequently asked questions.
To track your order, please click
Returns and Exchanges
Please note that due to Royal Mail strike action there may be a delay with your return coming back to us.
What is your returns policy?
You can return items within 30 days from the parcel
How do I return an item?
You can return an item bought online to us by taking it to your nearest Hobbs
(excluding department store concessions or outlet stores), using Collect+ or by Royal Mail. See
our Returns page for
We do not accept liability for packages damaged during
transit back to us. Please make sure you
take care when wrapping items to prevent damage.
Can I exchange an item?
Yes, by visiting your nearest Hobbs store (excluding department store
concessions or outlet
Regrettably, we do not offer exchanges for online returns.
Do I have to pay to return an item?
Returning in the UK is FREE.
How long will it take for my return to be processed?
How do I know when my return has been received and processed?
You will receive an email confirmation.
What items can I return?
Items must be returned unused, in perfect condition and in the original
For hygiene reasons, we are unable to exchange or offer you a refund for
the following items:
This does not affect your statutory rights. If you have any
questions, please contact our Customer Services team.
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/hobb. Then, simply take your
your local Collect+ drop off point. You can find your nearest one here:
If you would prefer us to send you a Royal Mail returns label
by post, please contact our
Customer Services team at email@example.com.
Or you can contact Royal Mail directly to collect your parcel FREE of charge.
Simply use the tracking link on your label, which you will receive in a returns
confirmation email shortly.
Can I return my online order 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 outlet stores and department store concessions). Simply present your
delivery receipt and the store will be able to process a refund. Unfortunately, branches of John
Lewis Partnership, independent retailers and franchise stores cannot accept returns.
Orders paid for by PayPal can be returned at any standalone
store (excludes concessions and
department store concessions). Simply present your order delivery receipt and the payment card
linked to your PayPal account.
I paid with a gift card - how will I receive my refund?
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
(excluding outlet stores or
department store concessions), 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 outlet stores or for gifts returned to our Distribution Centre.
What do I do if my order is faulty or damaged?
We hope that your order arrived in perfect condition but in the unlikely event
happen, please inform our Customer Services team within 30 days and they will be able to help.
Please include your order number, a photo of the fault and a description of the fault in in your
message to Customer
What are our delivery options and costs?
We offer free Standard UK delivery on orders over £150, or £1.95 for orders
For a full list of our delivery options, cut off times and
restrictions, please view our delivery
How do I track my order?
Simply click on Track Your Order and enter a few details to check the status.
Where do you deliver? Do you deliver internationally?
We deliver by courier to most postal addresses in the United Kingdom. We also
deliver to the
Channel Islands and the Republic of Ireland, as well as a number of international locations.
Please visit our delivery page for more information.
For shipping to Australia, New Zealand and USA we have dedicated websites.
Simply click on the
flag near the top right corner to change your country. On mobile devices the country selector
can be found by clicking on the menu symbol in the top left corner.
We 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
Can you deliver to an address other than my billing address?
Yes, we can. Simply input your delivery address during
checkout. This doesn't have to match your
What happens if I’m out when the courier arrives?
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 haven’t I received a dispatch email for my order?
You'll receive an email once your order has been dispatched - please make sure
your junk mail just in case. If you've opted for UK standard delivery, please allow up to 3-5
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.
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 and your order may be split into multiple parcels.
You will not be charged multiple postage costs.
I think I’m missing an item - what should I do?
If you believe you are missing an item, please 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.
In the unlikely event your item does not arrive, don’t worry.
Please contact Customer
Services and they
will investigate and find a solution.
I’ve received the wrong item in my order - what should 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
What happens if I can’t pick up my Click & Collect order immediately?
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
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 10 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:
My order has not arrived, what do I do?
We offer multiple delivery options, please see our delivery page for estimated delivery times.
If your order has not arrived within the estimated delivery time, please check the delivery tracking page
for latest updates. Should there be no new delivery updates for 48 hours, please contact us.
My parcel shows to be delivered but I have not received it, what do I do?
If your parcel’s tracking shows that delivery has been made but you have not received it,
please check around your property and with your immediate neighbours. You can also check the
delivery tracking page for the latest update on your parcel. To see the proof of delivery you can visit the
courier page by clicking through the link from your tracking number (located next to the courier logo).
If you are unable to locate the parcel, please contact us.
ORDERS & PAYMENTS
Why haven’t I received an order confirmation email?
You will receive an order confirmation order when your order
has been successfully placed. Please
check your junk or spam folders, as occasionally our emails can be found there. It can take up
to an hour for your order confirmation email to be received.
Why isn’t my payment method being accepted at checkout?
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.
The issue may also be related to a blocked pop up which is
interfering with the payment process.
In this case, we recommend using an alternative browser e.g. Google Chrome, Mozilla Firefox or
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 page.
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.
Where can I enter a promotional code?
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 forgot to enter my promotional code during checkout, can I apply it
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
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.
HOW TO SHOP ONLINE
How do I shop online?
It's 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.
How do I pay for my online order?
We accept the following card types: Visa, Maestro, MasterCard, American
Express 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.
GIFT CARDS & GIFT WRAPPING
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
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?
You can purchase gift boxes online or in store for just £5 per box. When shopping in store, simply speak to one of our style advisors, who will happily wrap your items or you can order them online at checkout.
For more details, view our Gift Box
REFER A FRIEND / MENTION ME
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 full price purchase and your friend can enjoy
20% off their first order. You can recommend us by link, email, Facebook, Twitter and other
For more details, view our Refer A Friend
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 firstname.lastname@example.org 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 &
To clarify, 'length' in the 'Info & Care' section of our product pages,
refers to these
measurements (unless otherwise stated):
MY ACCOUNT & NEWSLETTER SUBSCRIPTIONS
What is the benefit of creating a Hobbs account?
By creating an account, we will store your details to make checking out
quicker and easier next
time you shop with us. You will also be able to view your purchase history in your My Account section, and create a Wishlist
with us. By
logging in, you may on occasion activate personalised discounts and information just for you.
We always treat your data with the utmost care, and to read
more about this please visit our Privacy
How do I log into My Account?
Simply click on the “person” icon at the top right of the
website. Alternatively, you will be
prompted to sign in during the checkout process.
What happens if I forget the password to My Account?
Firstly, don't worry! All you need to do is reset your
password, by following the simple
If I have a Hobbs Account, am I automatically signed up to
No. In order to receive our emails, you must subscribe. You
can do this by logging into your
account and amending your preferences, or by signing up to email here or via the link in
the footer of our
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
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 the benefit of signing up to Hobbs emails?
We believe your loyalty should be rewarded with exclusive offers and benefits,
all year round.
From sale previews to in store events and a free birthday treat, you'll feel like our number one
We have full confidence that you’ll be happy with the products and services we provide.
However, we appreciate that in some cases, things don’t always go to plan.
Here at Hobbs, we love to hear your feedback, so should you find any issues with your purchase,
or feel that our service could be improved, please contact us so we can put this right.
Our Customer Care Team are here to help Contact Form