An important note on COVID-19

At Hobbs, the safety of our customers and employees is our highest priority. So we wanted to keep you updated about the steps we're taking to ensure this during these uncertain times.

STORES

We have now taken the difficult decision to temporarily close all of our stores from 21st March until further notice. As always, our website remains the best source of information on the re-opening of our stores.

RETURNS EXTENDED

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. 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. 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.

REFUNDS

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.

SHOPPING ONLINE

You can still shop with us online via hobbs.com, and our Distribution Centre team are following clear hygiene procedures.

PARCEL DELIVERY

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 Deliveries

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

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.

DHL Deliveries

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.

INTERNATIONAL DELIVERIES

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 United States at this time.

CHANGES

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.

Take care of yourself and one another.

From all of us at Hobbs

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