Your Questions Answered

Welcome to our Frequently Asked Questions. Here we answer several often-asked questions, which we hope will prove helpful. If you can't find what you are looking for then why not contact our Customer Services team?

How do I shop online?

It's easy - just select the items you want from this website, choose your preferred colour and size, and then add them to your shopping basket. When you have finished shopping, please follow our simple checkout procedure. You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do.

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How do I know which size to choose?

Please view our online size guide.

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What measurement is 'length' referring to on the garments under 'Info & Care'?

Where 'length' is shown on the Info & Care section on the product pages, this refers to the following measurements (unless otherwise stated):

• Dresses - nape of the neck to the hem, down the centre of the back
• Coats and jackets - nape of the neck to the hem, down the centre of the back
• Tops - nape of the neck to the hem, down the centre of the back
• Knitwear - nape of the neck to the hem, down the centre of the back
• Skirts - natural waist to hem
• Trousers - inside leg

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When do I have to log in?

You will need to log in when submitting payment or personal details. This ensures your online shopping is safe and secure.

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How do I pay for my online order?

We are happy to accept payment in UK pounds sterling using the following card types: Visa, Maestro, Visa Delta, Mastercard, Visa Electron and JCB. Regrettably, we are unable to accept cheques, gift or credit vouchers, postal orders or cash for purchases made online.

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What happens if I forget my password?

Please click here and follow the instructions. For security reasons, Hobbs Online requests you re-set your password.

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Where do you deliver?

 

We deliver by courier to addresses in the United Kingdom (which we define as England, Wales, Scotland, Northern Ireland, and all off-shore islands except the Channel Islands). We also deliver, under separate tariff, to the Channel Islands and the Republic of Ireland. Regrettably, we do not offer delivery to BFPO addresses.

We now offer a service shipping internationally to selected countries, with further destinations planned. For full details see below.

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Do you deliver overseas?

In addition to Eire, we now ship to the following countries;

Belgium, Luxembourg, Netherlands, Austria, France, Germany, Denmark, Greece, Italy, Spain, Portugal, Sweden, Finland, USA, Canada, Australia and New Zealand.

For more information on our latest services please visit our International Delivery page About Delivery

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Can you deliver to an address other than my billing address?

Yes.

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What happens if I'm out when the courier calls?

A signature confirming receipt is required for delivery. If there is no-one available at the delivery address to accept the order, the courier will leave a card asking you to arrange collection from your nearest depot, or to arrange a re-delivery. The courier will return to sender any parcels still undelivered 7 working days after the initial delivery attempt.

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What are your delivery times and charges?

 

For delivery in the UK, we offer four services.

• Delivery to a UK Hobbs Store (selected stores only, up to 10 working days) - Free
• Standard UK Delivery (between 1-4 working days) - £4.00
• Next Day Delivery (Order before 4pm for next day guaranteed delivery)* - £6.00
• Saturday Delivery (Order before  4pm on Friday for guaranteed Saturday delivery )* - £6.00

*Next Day Delivery and Saturday Delivery services are only available to addresses in the UK mainland. This excludes postcode areas beginning BT, GY, HS, IM, IV, JE, KW, ZE, also KA27-28, PA20-88, PH19-44 and PH49-50. 

 

For delivery addresses in the Channel Islands and the Republic of Ireland:

- Standard Overseas Delivery (up to 5 working days) - £11.70

 

For delivery addresses in rest of world:

- Europe Zone 1 (Eire, Belgium, Luxembourg, Netherlands, Austria, France and Germany) - £12.00

- Europe Zone 2 (Denmark, Greece, Italy, Portugal, Spain, Sweden and Finland) - £16.00

- USA, Canada, Australia and New Zealand - £20.00

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How do I track a delivery?

To track a delivery visit http://dm.metapack.com/metatrack/ and enter the delivery reference emailed to you upon despatch of your order.

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Will you deliver to a Hobbs store?

 

Yes, we will deliver into selected free-standing Hobbs stores, at no extra charge. For a list of participating stores, please see below.

South West England

Bath, Cheltenham, Exeter, Ringwood, Bristol

South East England

Bluewater, Brighton, Bromley, Canterbury, Guildford, Kingston, Oxford (High St), Reading, St Albans, Tunbridge Wells, Walton-on-Thames, Winchester, Windsor

London

Bloomsbury, Brent Cross, Broadgate, Covent Garden Piazza, Hampstead Clothes, Kensington, Kings Road, Knightsbridge, Leadenhall Market, Richmond, South Molton St, Victoria, Westfield Shopping Centre, Islington, Wimbledon

Midlands & East Anglia

Cambridge, Milton Keynes, Nottingham, Solihull, Leicester, Chester

Northern England

Harrogate, Leeds, York, Meadowhall, Morpeth

Scotland

Edinburgh, Glasgow, Silverburn

Northern Ireland

Belfast

Republic of Ireland

Dundrum

Delivery into a Hobbs store will normally take up to 10 working days. You will be notified by email and telephone when your order is ready for collection from the store.

You must present the original payment card and a copy of your Online Order Receipt email when collecting your purchase from a Hobbs store, otherwise you will not be allowed to collect your goods. The goods must be collected in person by the payment cardholder, who will be required to sign to confirm collection.

Your order will be held in store for a maximum of one calender month from the date of delivery, after which we will refund your account and return the item to stock.

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What is your Returns Policy?

If you are unsatisfied with your purchase, you are welcome to return any items ordered (with the exception of items listed below and gift vouchers) within 28 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.

For reasons of hygiene, 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:

- pierced earrings
- items of nylon clothing which become distorted when worn
- lingerie
- swimwear
- sleep sets
- hats and other headwear

This does not, however, affect your statutory rights in relation to such items if they are faulty or damaged when you receive them or if they are items that you have been sent in error. If you have any questions please contact our Customer Services team.

Paypal orders
Orders paid for via PayPal cannot be returned to a Hobbs store and should be returned by freepost for a refund to your Paypal account.

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Can I make a return to a Hobbs Store?

You are welcome to return your goods for refund or exchange with your completed Delivery Note and a copy of your Order Receipt email to any stand-alone UK store (with the exception of our Outlet stores - see STORE INFO for address details). In the absence of your Order Receipt, we will issue a credit note for the last known price. Refunds will only be issued to the credit or debit card originally used to make payment. 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. 

Paypal orders
Orders paid for via PayPal cannot be returned to a Hobbs store and should be returned by freepost for a refund to your Paypal account.

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How do I return my order?

Please refer to our returns policy. 
If you are in the Republic of Ireland or the Channel Islands, please contact Customer Services on: +44 (0)20 34402 160 to arrange your returns.

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What do I do if my order is faulty or damaged on delivery?

We strive to provide the highest standards, but 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, either using the free collections service (see point 16 above) or by registered post - we will reimburse reasonable costs you incur in doing so (we ask that you send us copies of the supporting receipts). Refunds will be credited to the payment card used to make the original purchase.

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I would like to return an item received as a gift.

When in line with the above terms, in the event that the 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 stand-alone Hobbs store. Please note that we are unable to offer this service at Hobbs concessions within department stores or other outlets.

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Do you sell gift vouchers?

At present, our gift vouchers may be purchased, but not redeemed online, however you can spend them at any free-standing Hobbs store (ie excluding those found within department or independent stores). Please note that Hobbs Gift Vouchers cannot be returned for a refund or exchanged for cash.

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Do you offer gift wrapping?

All orders will be carefully wrapped in tissue and packaged in our beautiful Hobbs Presentation Boxes, perfect for gift giving.

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I live in the Channel Islands. Can I shop tax-free at Hobbs Online?

Regrettably, although we do ship to the Channel Islands, we do not currently offer VAT-reduced prices online. This is due to the extra cost currently involved in administrating this process. However, we may be able to offer tax-free online shopping in the future.

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