Our Extended Christmas Returns Policy
To allow you to shop with confidence, we have extended our returns policy for the festive season. 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.
Online purchases will come with an itemised returns note which can be used to return any unsuitable gifts. If shopping in store you can ask for a gift receipt which can be given to the recipient.
We appreciate your patience as we work hard to process returns within 14 working days. To protect our customers and staff, our distribution centre and delivery partners are adhering to social distancing measures which may slow things down.
Returning items purchased in store
Any store returns purchased from 1st October, will be eligible to be returned within 30 days of our stores reopening in England. Items must be in their original, unworn state together with valid receipt.
Alternatively, you can return your item/s directly to our warehouse by using our free Collect+ service.
Please include the original receipt in the parcel and retain a copy for your records. Allow 14 days for your return to be processed.
You will be notified by email that the return has been received and you will be asked for your contact details in order for a customer service agent to reach out and process the refund.
Any store returns purchased from 1st October, will be eligible to be returned within 30 days of our stores reopening in England. Items must be in their original, unworn state together with valid receipt.
How long do I have to return my order?
Online orders can be returned within 30 days of purchase using one of the below methods.
Where is my refund?
Your return will take up to 14 working days to be received and processed. Please note it may take 3-5 days for the refund to appear in your account. You will be notified via email once your return is complete and refunded. Please allow the full 14 days from posting before chasing your return.
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.
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.
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.
Items ordered online can be returned or exchanged at any UK Hobbs standalone store (excludes Outlets).
To return your purchase via post:
Please note that it can take our distribution centre up to 14 working days after receiving a return to process the refund. Once your refund has been processed you will be notified via email. It usually takes around three days for returns to be received from the date of posting. You can track the progress of your return parcel by using the Royal Mail tracking link on your proof of postage receipt. Once the tracking shows as delivered please allow up to 14 working days for us to complete the refund.
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, any bank charges that you may incur during the refund process.
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.
UK FREE RETURNS TO A HOBBS STANDALONE STORE
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Items ordered online 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.
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.
UK FREE RETURNS BY COLLECT+
Returning online purchases by Collect+ is FREE in the UK.
To return your purchase by Collect+:
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.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.co.uk/smsterms.
Returns usually arrive back within 3 working days. Once your refund has been processed you will be notified via email. Please note that it can take our distribution centre up to 14 days after receiving a return to process the refund.
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, any bank charges that you may incur during the refund process.
INTERNATIONAL RETURNS
International customers can return items by post at their own cost through their local postal service.
Follow this checklist before you post:
For US customers, you can use ReBOUND to return your items, by following these steps:
Once our Distribution Centre has received your return, we will process your refund within 14 days.
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, any bank charges that you may incur during the refund process.
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..
GIFT RETURNS
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If you'd like to return an item given as a gift, please visit a Hobbs standalone store where we can offer you a gift card or exchange to the value of the original item providing a gift receipt is provided. Without a gift receipt we will be able to provide a gift card or exchange to the current selling price of the item. Please note we are unable to offer this service in department store concessions or our Outlets.
FURTHER INFORMATION
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.
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:
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
Do I have to pay to return an item?
Returning to Hobbs is free within the UK.
How do I return orders outside of the UK?
Provide write up and link for Re-Bound
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 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/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.
If you would prefer us to send you a Royal Mail returns label by post, please contact our Customer Services team.
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.
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.
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.
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.
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.
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