Hobbs Frequently Asked Questions - FAQs

Ask us anything...

A burning question about delivery? Unsure about sizes? Our Frequently Asked Questions provide quick answers to most questions you may have about shopping with us. However, if you can’t find the help you need here, our Customer Services team is never far away.

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.

How do I know which size to choose?

Please view our online size guide.

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
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.

How do I pay for my online order?

We are happy to accept payment using the following card types: Visa, Maestro, MasterCard, American Express, JCB and Hobbs Gift Card. You can also pay for your order online using PayPal. Regrettably, we are unable to accept cheques,  Hobbs gift or credit vouchers, postal orders or cash for purchases made online.

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.

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.

Do you deliver overseas?

We now ship to the following countries;

Austria, Bahrain, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Eire, Estonia, Finland, France, Greece, Hong Kong, Hungary, Iceland, Israel, Italy, Japan, Jordan, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Oman, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Singapore, Slovakia, South Africa, Sweden, Slovenia, Spain, Switzerland, Turkey, Ukraine and United Arab Emirates.

We ship to Germany from our German website. Please select Germany from the options in the navigation at the top of this page before purchasing.

We ship to Australia and New Zealand from our Australia and New Zealand website. Please select Australia or New Zealand from the options in the navigation at the top of this page before purchasing.

We also ship to the USA from our USA website. Please select USA from the options in the navigation at the top of this page before purchasing.

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

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

Yes.

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.

What are your delivery times and charges?

 

Delivery Type £GBP Delivery Times and Info
UK Collect from Store FREE Allow up to 3-5 working days
UK Next Working Day delivery* 6.00 Order before 4pm Monday-Thursday.
UK Standard delivery 3.95 Allow up to 3-5 working days.
UK Saturday delivery* 6.00 Order before 4pm Friday.
Europe Zone 1 12.00 Allow up to 10 working days.
Europe Zone 2 16.00 Allow up to 10 working days.
International: Rest of World 20.00 Allow up to 10 working days.
Delivery to Channel islands 4.00 Allow Up to 5 working days.

 

Delivery Type SEK Delivery Times and Info
Delivery to Sweden  kr 170    Allow up to 10 working days

 

*Excludes some postcodes.

For delivery addresses in the Channel Islands:

- Standard Overseas Delivery

For delivery addresses in rest of world:

- Europe Zone 1 (Eire, Belgium, Luxembourg, Netherlands, Austria, Monaco, and France)

- Europe Zone 2 (Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Malta, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, Turkey)

International: Rest of World - (Bahrain, Canada, China, Hong Kong, Israel, Japan, Jordan, Kuwait, Lebanon, Oman, Qatar, Russia, Saudi Arabia, Singapore, South Africa, Ukraine and United Arab Emirates)

Note: we deliver to Germany, USA, Australia and New Zealand from separate websites. To see delivery charges for these countries please select the relevant country in the options in the navigation at the top of the website.

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.

Will you deliver to a Hobbs store?

When you select 'Collect from Store' when purchasing online we will deliver your order into selected free-standing UK 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, Oxford, Reading, St Albans, Tunbridge Wells, Walton-on-Thames, Winchester, Windsor

London

Bloomsbury, Brent Cross, Broadgate, Hampstead Clothes, Kings Road, Leadenhall Market, Richmond, South Molton St, Victoria, Westfield White City, Wimbledon

Midlands & East Anglia

Bury St Edmunds, Cambridge, Milton Keynes, Nottingham, Solihull, Chester

Northern England

Harrogate, Leeds, Liverpool, York, Meadowhall, Morpeth

Scotland

Edinburgh, Glasgow, Silverburn, Aberdeen

Northern Ireland

Belfast

Republic of Ireland

Dundrum


Delivery to a Hobbs store will normally take up to 3-5 working days.  You will need to collect your order within 14 days of it arriving in store, after which time we will refund your account and return the item to stock.

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

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 Hobbs Gift cards and vouchers) 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.

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.

All refunds will be made in the currency used for the original purchase.

Can I make a return to a Hobbs Store?

You are welcome to return your goods for refund or exchange with your Web Delivery Receipt to any Hobbs standalone UK store (with the exception of our Outlet stores - see our Store Finder for address details). In the absence of your Web Delivery Receipt, we will issue a credit note for the last known price. Refunds will only be issued to the credit, debit or Hobbs Gift 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 using the Freepost label found in your delivery packaging for a refund to your Paypal account.

How do I return my order?

Please refer to our returns policy

Can I cancel my order?

You have the right to cancel your contract within 14 days, beginning the day after your order is delivered (with the exception of the items listed in point 14). If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, this must still be within the 14 day period. For your convenience, you can use the cancellation form here.

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 returns 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, gift card or PayPal account used to make the original purchase. Please retain your gift card as any gift card payment will be refunded before other payment methods.

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.

Do you sell gift cards?

Hobbs Gift Cards may be purchased and redeemed online when paid for in £GBP. They can also be used at any Hobbs standalone UK store or outlet (i.e. excluding those found within department or independent stores). Please note that Hobbs Gift Cards cannot be returned for a refund or exchanged for cash and cannot be purchased when paying in Swedish Kroner (SEK).

Do you offer gift wrapping?

Orders will be carefully wrapped in tissue and packaged in our beautiful Hobbs Presentation Boxes, perfect for gift giving. Please note knitwear, jersey and accessories bought in our sale may come packaged in protective mailing bags.

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.