Hobbs' Returns Policy

Returns Policy

Returns are free of charge within the United Kingdom, and you have a choice of three methods*: returning to a Hobbs store, via Royal Mail or using the Collect+ service.

You are welcome to return any items ordered (with the exception of the items listed below) within 14 days, beginning the day after your order is delivered. 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:

  • Hobbs Gift Vouchers
  • pierced earrings
  • items of nylon clothing which become distorted when worn
  • lingerie
  • sleepsuits with hygiene strips
  • swimwear

This does not, however, 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.

*Online orders placed on a tablet in one of our stores can only be returned to a UK standalone store. Unfortunately you cannot currently return your order via Royal Mail or the Collect+ service.

Returns to a Hobbs Stores

Return your order for a refund or exchange with your completed Delivery Receipt to any standalone UK store (with the exception of our Outlet stores). In the absence of your Delivery Receipt, we will issue a credit note for the last known price.

For online orders placed on a tablet in a Hobbs' store, you are welcome to return your order to any of our standalone UK stores. Unfortunately you cannot return your order via Royal Mail or Collect+.

Refunds will only be issued to the credit, debit or Hobbs Gift card originally used to make payment. Orders paid for via PayPal cannot be returned to a Hobbs store and should be returned by the Royal Mail (using the pre-paid label found in your order's packaging) for a refund to your PayPal account.

Items returned to concessions within department stores may only be exchanged for other goods. We regret that branches of John Lewis Partnership, independent retailers and franchise stores are unable to accept returns.
 

UK Returns via Collect+ or Royal Mail
Collect+: By using Collect+ you can return your parcel to your local Collect+ drop point in the UK or Northern Ireland.
 
There are Collect+ drop points in over 5,250 stores across the UK, most of which are open until late, 7 days a week, so you can return your items at a time and a place that suits you.
 
Please enclose your completed Delivery Receipt and pack your return securely.
  • Complete the Collect+ returns label included with your delivery and attach it to your parcel. If you have lost your label you can print a new one at www.collectplus.co.uk/hobbs (you’ll need your order reference number).
  • Take your parcel to one of over 5,250 stores offering Collect+.
  • You’ll receive proof of postage and a code to track your return online.
  • Find your nearest Collect+ store by texting COLLECT and your postcode to 84555* or by visiting www.collectplus.co.uk/hobbs.

*Texts are charged at your standard network rate. Full terms and conditions at www.collectplus.co.uk/smsterms.

Royal Mail: Please enclose your completed Delivery Receipt, and pack your return securely. Affix the pre-paid postage returns label, which is enclosed in your order, and send your return via the Royal Mail.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference until you have received your refund. The Post Office will stamp this and should supply a tracking reference number to prove the item(s) have been returned. Without this we cannot process a refund if we do not receive the returned order. As long as the returns label provided is used, then this return is completely free of charge within the mainland United Kingdom.

If you have any queries please contact Customer Services, quoting your order reference.

Refunds will be issued to the credit, debit or gift card originally used to make payment. Please allow up to 10 working days for the refund to reach your account. Please note that we are unable to arrange exchanges via the courier service.

PayPal orders
Orders paid for via PayPal cannot be returned to a Hobbs store and should be returned using the pre-paid postage label (UK only) for a refund to your PayPal account.

Returns of International Orders

If an item you have purchased is unsatisfactory, you can return it within 14 days of receipt for refund of the cost of your order, following the instructions, and to the address provided on the back of the Delivery Receipt.

Please note that the goods are sent to us at your own cost and risk and we therefore recommend you choose a registered or trackable postal service. We are not liable for returned goods which are not received. Items must be returned in perfect condition.

If your order was delivered to Germany, America, Australia or New Zealand please select the relevant country  from the options in the navigation at the top of this page and follow the returns instructions on our international websites.

We regret we are unable to offer a free returns service for orders delivered outside of the UK.

Returns Address
International Returns Department,
Hobbs Distribution Centre,
26 Oliver Business Park,
Oliver Road,
Park Royal,
London,
NW10 7JB,
UK
 

Faulty or Damaged Items

If the items you ordered are damaged or faulty upon receipt, provided you inform our Customer Service team within 30 days of receiving the items (supplying them with the order reference details shown on the delivery documentation together with details of the damage or fault) we will send replacements or offer you a refund.

We ask that you return the damaged or faulty items to us, using registered post - we will reimburse the reasonable costs you incur in doing so if you are in the UK (we ask that you send us copies of the supporting receipts). Refunds will be credited to the payment method used to make the original purchase.

Gifts

When in line with the above terms in the event that a recipient of a gift item wishes to return that item we will be happy to issue credit vouchers to the appropriate value of the gift or exchange the item in any standalone Hobbs store. Please note that we are unable to offer this service at Hobbs concessions within department stores or other outlets.

Where an online purchase was made with a gift card, the original gift card will be credited with the refunded amount. If two payment methods were used, the amount paid via gift card will be refunded before the other payment methods. Please retain the gift card used to purchase your items in case you need to return them.