At Hobbs, the safety of our customers and employees is our highest priority and we have been working hard to ensure this while we continue our online operations and start to reopen our physical stores. We have also made a number of temporary changes to extend our return policies to make things easier for our customers. Please keep reading to learn more.
After the difficult decision we took to temporarily close our stores from 21st March, we are now gradually reopening them with safety as the highest priority. From 15th June 2020, we have reopened the following five stores with slightly altered opening hours.
As we gradually reopen more of our stores, we will endeavour to keep this list up to date, but the for the latest information please check our Store Locator.
In case you need to return anything, we have extended our returns policy because we understand it may take longer than usual to return your items. Any orders placed from 10th March 2020 will be eligible for an extended returns period and can be returned up until 31st August 2020. This applies to both store and online orders.
Due to the strict social distancing measures put in place at our distribution centre and by our delivery partners, returns times may take a little longer than normal.
For products returned to store, we will be operating a strict hygiene practice to ensure the safety of our customers.
We have made a number of changes to our in store experience to ensure our staff and customers are safe. To read more, click here.
You can still shop with us online via hobbs.com, and our Distribution Centre team are following clear hygiene procedures.
Customers will be able to use our free click and collect service in our reopened stores. Where possible, we are putting in place procedures to make this safer and more convenient. Please find out more by visiting our delivery page.
For those customers who would prefer visit a store outside its opening hours, our store teams can help arrange an appointment to suit. To find your store, please click here.
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.
We're doing everything we can to make sure online orders and deliveries are running as smoothly as possible. However, due to the strict social distancing measures put in place at our distribution centre and by our delivery partners, delivery times may take a little longer than normal.
We are working closely with our courier providers as they adapt their practices in response to the situation. Where possible, parcels will be placed in a safe place to avoid direct handovers, and all delivery drivers will be wearing gloves. You may also opt out of signing for deliveries on glass devices.
Hermes have put in place a temporary process for signature deliveries to ensure contact is minimised in line with recommendations. Where a safe place is possible, couriers will deliver to that safe place, take a photo and then provide the customer a calling card stating that safe place. Where a safe place is not possible, couriers will still knock on the door, but rather than asking for the customer to sign, they will ask the customer for their name, input this into their device and then write “HTC” (Handed to Customer) in the signature box. Capturing the name ensures the security of delivery is maintained whilst avoiding the need for the customer to physically sign. Further to this, when a courier writes in a signature box, the customer will not see this on their notification. Instead, they will receive a notification of delivery stating that signatures have not been collected due to COVID-19 precautions.
DX Deliveries have introduced a temporary revised delivery procedure during this period. If a customer does not want to sign for a delivery on the driver’s hand held device, the driver will enter their name and enter “CV” in the signature field which will be classed as a successful delivery. The customer will still have the opportunity at delivery point to confirm any concerns with their parcel.
For DHL deliveries internationally, customers who only wish to sign a delivery sheet or on their own provided paper, the courier will accept this and will capture a photograph of the signature as proof of delivery. The driver will upload this manually into their hand held scanner. Where possible, customers are encouraged to use ODD and select “Leave in a Safe Place” to avoid any contact.
We are working with the restrictions of each country to manage your international deliveries. Unfortunately we are unable to ship to South Africa and the Unites States at this time.
In the meantime, we will continue to closely monitor closely advice from the UK government and promise to let you know of any further changes we make.
Returns and Exchanges – Extended for Online and Store Orders
Extended Return Policy In case you need to return anything, we have extended our returns policy because we understand it may take longer than usual to send your items back to us. Any orders placed from 10th March 2020 will be eligible for an extended returns period and can be returned up until 31st August 2020. Please note that this applies to both store and online orders.
If something isn't quite right, you can return items within 1 month, from the parcel delivery date. 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. Any orders placed from 10th March 2020 will be eligible for an extended returns period and can be returned up until 31st August 2020. Please note that this applies to both store and online orders.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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. Please include your order number, a photo of the fault and a description of the fault in in your message to Customer Services.
We offer free Standard UK delivery on orders over £100, or £3.95 for orders under £100.
For a full list of our delivery options, cut off times and restrictions, please view our Delivery Information.
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.
We do. See our Delivery Page for more information about our shipping services.
For shipping to Australia 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.
Yes, we can. Simply input you delivery address during checkout. This doesn't have to match your billing addess.
Simply click on Track Your Order and enter a few details to check the status.
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.
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.
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.
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.
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.
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.
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:
ORDERS & PAYMENTS
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.
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.
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.
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.
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.
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 email@example.com, so we can make alternative arrangements for you.
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.
Please check your junk or spam folders, as occasionally our emails can be found there.
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.
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.
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.
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.
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.
To clarify, 'length' in the 'Info & Care' section of our product pages, refers to these measurements (unless otherwise stated):