Here you will find answers to your frequently asked questions.
To track your order, please click here.
Returns and Exchanges
What is your returns policy?
You can return items within 30 days from the parcel delivery date.
How do I return an item?
You can return an item bought online to us by taking it to your nearest Hobbs store (excluding department store concessions or outlet stores), using Collect+ or by Royal Mail. See our Returns page for more details.
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 stores).
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 packaging.
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 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 firstname.lastname@example.org.
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 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.
What are our delivery options and costs?
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 page.
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 possible.
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 billing address.
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 you’ve checked your junk mail just in case. If you've opted for UK standard delivery, please allow up to 10 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 incorrect item.el.
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 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 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:
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 Internet Explorer.
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 later?
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 team 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.
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 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 carefully packaged. During gifting periods, we may also have gift boxes available to purchase on our website. Please search “Gift Box” in our search bar and carefully check the dimensions.
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 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 email@example.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):
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.
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 instructions here.
If I have a Hobbs Account, am I automatically signed up to newsletters/emails?
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 website.
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 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 priority.
At Hobbs, the safety of our customers and employees is our highest priority and we have been working hard to ensure this in this difficult time. Following the latest government guidelines, all English stores will close until further notice From Thursday 5th November. 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.
You can shop safely in many of our UK stores Tuesday and Wednesday this week until 7pm. From Thursday, our English stores will close but virtual styling appointments will still be available with our Covent Garden store team – and remember, we are always here for you online.
Keeping our customers & teams safe
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.
Click & collect
Click & Collect is temporarily unavailable.
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.
Store appointments are currently unavailable.
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 purchase made, either in store or online, between 31st October and 24th December 2020 can be returned for a full refund (or our stores can offer an exchange service if preferred) up until 28th January 2021.
We will send you an email to confirm your when refund has been processed. Please allow up to 10 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.