Returns
Online and store orders can be returned within 30 days of purchase using one of the below methods (exclusions apply).
If you did not receive a pre-printed returns label in your parcel, simply click this link to return via Royal Mail. You will need to enter your email address and your order number.
UK FREE RETURNS BY POST
Returning online purchases by post is FREE in the UK.Please allow up to 14 working days for returns to be received and processed.
To return your purchase via post:
- Attach the Royal Mail returns label from your dispatch note to your parcel, making sure you've removed the original address label.
- Add your home address to the blank box at the bottom of the returns label.
- Pop your items in their original packaging inside the parcel and seal securely.If you no longer have the original packaging please package as securely as possible.
- Take the parcel to the Post Office. You will be given a proof of postage receipt.
If you did not receive a pre-printed returns label in your parcel, simply click this link to return via Royal Mail. You will need to enter your email address and your order number.
Please allow for up to 14 working days from posting for your return to be received and processed at our Distribution Centre, even if your previous return was processed quicker than this before, before contacting our customer service team.
You will receive an email notifying you that your return has been processed, from there you can usually expect the funds to appear in your account within 3-5 working days.We are not liable and cannot take responsibility for, any bank charges that you may incur during the refund process.
If you have allowed 14 working days and have not received your refund please contact our customer service team providing your order number, the items you have returned, and a picture or scan of your proof of postage receipt. This will allow us to investigate and resolve your query as soon as possible.
Refunds will be credited to the payment card, Gift Card or PayPal account used to make the purchase. Please keep your Gift Card as Gift Card payments will be refunded before other methods.
Items ordered online or instore can be returned or exchanged at any UK Hobbs standalone store.
Simply present your delivery receipt for a refund. Refunds will only be issued to the credit or debit card, or Hobbs Gift Card originally used to make the payment.
You can only return concession purchases to the department store they were purchased in.
Customers outside of the U.K, are unable to return online orders to Standalone stores or concessions and must return their order back to our returns warehouse as outlined above.
BOOK A FREE COLLECTION WITH ROYAL MAIL
Returning online purchases by Royal Mail FREE collection service
You can contact Royal Mail directly to arrange a FREE collection of your parcel; simply follow the steps here https://send.royalmail.com/collect/youritems
UK FREE RETURNS BY COLLECT+
Returning online purchases by Collect+ is FREE in the UK.
To return your purchase by Collect+:
- Attach the Collect+ returns label from your dispatch note to your parcel, making sure you've removed the original address label. If you have lost your label you can print a new one at www.collectplus.yodel.co.uk/hobbs (you’ll need your order reference number or store receipt number).
- Pop your items in their original packaging inside the parcel and seal securely.
- Take your parcel to your local Collect+ drop off point.
There are over 5,500 Collect+ drop off points in the UK and Northern Ireland. Most are open until late, 7 days a week, so you can return your items at a time and a place that suits you.
To find your nearest Collect+ store visit text www.collectplus.yodel.co.uk/hobbs or text COLLECT and your postcode to 84555. Texts are charged at your standard network rate. Full terms and conditions at www.collectplus.yodel.co.uk/smsterms.
Please allow for up to 14 working days from posting for your return to be received and processed at our Distribution Centre, even if your previous return was processed quicker than this before, before contacting our customer service team.
You will receive an email notifying you that your return has been processed, from there you can usually expect the funds to appear in your account within 3-5 working days. We are not liable and cannot take responsibility for, any bank charges that you may incur during the refund process.
If you have allowed 14 working days and have not received your refund please contact our customer service team providing your order number, the items you have returned, and a picture or scan of your proof of postage receipt. This will allow us to investigate and resolve your query as soon as possible.
INTERNATIONAL RETURNS
International customers can return items by post at their own cost through their local postal service.
Follow this checklist before you post:
- Package the items securely in their original packaging.If you no longer have the original packaging please package as securely as possible.
- Enclose the original delivery receipt.
- Use a registered or trackable postal service to ensure we receive them. please obtain a proof of postage receipt and keep safe until your refund is processed.
- Return your items to: International Returns Department, Hobbs Ltd Online Returns, Noatum Logistics, Unit 1B London Medway Commercial Park, James Swallow Way, Hoo, Rochester, ME3 9GX, United Kingdom.
For US customers, you can use ReBOUND to return your items, by following these steps:
- Click here to visit our dedicated returns portal
- Enter your order number
- Select your return option
- Complete payment – in your local currency
- Print your returns label
- Securely package the parcel with the dispatch note inside
- Attach the returns label to your parcel and take it to your selected location
Please allow for up to 14 working days from posting for your return to be received and processed at our Distribution Centre, even if your previous return was processed quicker than this before, before contacting our customer service team.
You will receive an email notifying you that your return has been processed, from there you can usually expect the funds to appear in your account within 3-5 working days. We are not liable and cannot take responsibility for, any bank charges that you may incur during the refund process.
If you have allowed 14 working days and have not received your refund please contact our customer service team providing your order number, the items you have returned, and a picture or scan of your proof of postage receipt. This will allow us to investigate and resolve your query as soon as possible.
Please note that we are unable to arrange exchanges via this service.
FAULTY OR DAMAGED ITEMS
Let us know about your items and return by post completely FREE.
At Hobbs, we strive to create premium quality styles. In the unusual event your items arrive damaged or faulty, please return them to our distribution centre with your dispatch note for a full refund. For returning items, please follow the appropriate procedure as outlined in our full return information section.
Refunds will be credited to the payment card, Gift Card or PayPal account used to make the purchase. Please keep your Gift Card as Gift Card payments will be refunded before other methods.
If you believe your item has developed a manufacturing fault over time, please complete our Faulty Product Form and send this to our Customer Care team along with an image of the fault to Customer Service team. You will then be contacted via email within 48 hours to discuss how to proceed. You have certain statutory rights under the Consumer Rights Acts 2015. If goods are found to be faulty within 6 months from the date of purchase, you will be entitled to either a repair, a replacement or a refund..
RETURNS POLICY & EXCLUSIONS
Online and store orders can be returned within 30 days of purchase using one of the above methods.
The easiest way to return your goods is to follow the instructions above. Items must be returned unused, in perfect condition and in the original packaging. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage.
If you have purchased an order using a gift card a refund will be applied to the gift card before any other payment methods used on your order. Please retain your gift card as any refund will be applied to the card used in the original purchase.
Exclusions.
We regret that we are not able to exchange or offer you a refund if you decide you no longer want items which by their nature cannot be returned once they have been dispatched, including:
- Earrings which have been removed from their packaging
- Tights
- Face Masks
- Lingerie
- Swimwear where the hygiene strip has been removed
- We are also unable to refund Hobbs Gift Cards and Gift Boxes
This does not affect your statutory rights in relation to such items if they are faulty or damaged when you receive them (see below) or if they are items that you have been sent in error. If you have any questions please contact our Customer Services team.
FAQ
Here you will find answers to your frequently asked questions
What is your returns policy?
You can return items within 30 days of purchase.
Do I have to pay to return an item?
Returning to Hobbs is free within the UK.
What can I return?
Items must be unused and returned in perfect condition (ideally in the original packaging). For hygiene reasons, we are unable to refund face masks, hosiery or earrings.
I didn't recieve a returns label- what do I do?
If you did not receive a pre-printed returns label in your parcel, simply click this link to return via Royal Mail. You will need to enter your email address and your order number.
Or if you would like to use Collect + you can print a Collect + free returns label by visiting https://www.collectplus.yodel.co.uk/hobbs. Then, simply take your parcel to your local Collect+ drop off point. You can find your nearest one here:https://www.collectplus.yodel.co.uk/store-locator?v=2.
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.
How do I return orders outside of the UK?
International customers can return items by post at their own cost through their local postal service.
For US customers, you can use ReBOUND to return your itemsRe-Bound
PayPal Orders
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.
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 current 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.
I paid with a gift card - how will I receive my refund?
As soon as we receive your return 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.
What do I do if my order is faulty or damaged?
Please return this back to us for a full refund if a fault has developed within 6 months of purchase, or if your goods arrived in less than perfect condition.
Do I need to return my parcel in the original packaging?
If you have the original packaging this can be used to return any unwanted goods, however, if you no longer have this please just package the item(s) securely.
I received my order in separate parcels, can I return them together?
Yes, you can return items from the same order in the same package, even if you received them separately. However, if you have more than one order to return we recommend doing this separately.
How long will it take for my return to be processed?
Please allow up to 10 working days for your return to be processed once it has reached our distribution centre.
It may take up to 3 days for your return to reach our distribution centre.Once your return has been processed by Hobbs, it can take up to 5 working days for your bank to credit your account. Unfortunately, this is outside our control. We are not liable and cannot take responsibility for further bank charges that you may incur during the refund process.
How do I know when my return has been received and processed?
You will receive an email confirmation.
I sent back more than one item, but have only been refunded in part
Your parcels may not arrive back at our warehouse together, please allow up to 14 working days for parcels to be delivered to our warehouse and to be processed. Please note it may take 3-5 days for the refund to appear in your account. As parcels may be separated in transit, please allow the full 14 working days for all refunds to be processed.
Can I exchange an item?
We do not offer exchanges through postal returns; your order will be refunded. A new order can be placed for the item or size you wish to change. Exchanges can be made in a standalone Hobbs store (excluding department store concessions or outlet stores).
I returned my order over 14 working days ago
If you have not received an email confirmation of your return and you have already waited 14 working days, please contact our customer services team and let us know your order number and which item(s) were returned and include a scan or photo of your posting receipt for this to be investigated.