FAQs

Please visit the delivery information page to see our full list of delivery options and charges.

To track the progress of your delivery, please enter the tracking reference found in your order dispatch email into the parcel tracker.

We always strive to meet our delivery promises, but unfortunately delays can happen. Please only contact our Customer Services team if your parcel still has not arrived after the delivery timescales currently displayed on the delivery information page.

If your Next Day order is late, our team will process a refund of the delivery charge for you. Please contact Customer Services using the 'Ask a Question' button on the contact us page, selecting "Contact us" > "My question is about..." > "My Next Day order was late", and providing your order number.

If your Click & Collect order is late, we apologise. Please rest assured that our team are working hard to have your order ready to collect as quickly as possible. You will receive an email as soon as your order has arrived in store and is ready to collect.

UK Orders

You can return your item in store or by post for free for a full refund or exchange up to 28 days from the purchase date. For full detail on how to return an item, please visit our returns information page.

International Orders

International orders can be returned to our partner Global-e up to 28 days from the purchase date if unused and in the original packaging. For full detail on how to return an international order, please visit our International returns information page.

Any online order placed in the UK and paid for by credit card, debit card or Hobbycraft gift card can be returned in store.

Unfortunately, we are unable to process returns that were paid for using PayPal or Amazon Pay in store at this time. Please instead follow the free postal returns process outlined on our returns information page.

Yes. Find international shipping rates and estimated shipping times on the delivery information page.

Free Click and Collect is available for orders over £10.

You will receive an email when your order is ready to be collected. Please wait for this email before you go into store. You will need to bring your email or order reference number with you, as well as Photo ID.

Please visit the delivery information page to find out more.

Yes, providing they bring along a copy of your order confirmation email and your Photo ID.

You can pay for your online order in the following ways:

• Visa
• MasterCard
• Visa Debit
• Maestro
• American Express
• Apple Pay
• Hobbycraft gift card or e-Voucher

We do not accept Visa Electron.

Please note: if you are located in the UK and paying by card, your card must be registered to a UK address.

If you are unsure whether your order was successful please contact our Customer Services team by telephone on 0330 026 1400 from Monday to Sunday between 9:00 am and 5:00 pm. Alternatively, email the Customer Services team by using the 'Ask a Question'> button on the contact us page.

Card payments that have been refused may show as ‘Pending’ in your account. These funds have not been taken and will be returned to your available balance by your bank. Please contact the company that issues your card to find out why it may have been refused.

Yes, students can benefit from a 10% discount via UNiDAYS on all full price items excluding gift cards, Cricut machines and sewing machines. You'll need to register and verify your student status with UNiDAYS. To find out more, visit our Student Discount page.

Yes we do. Credit Accounts are available to limited companies, local authorities, schools, colleges, healthcare providers and charities. You can apply online through our Credit Accounts page and by doing so will receive a 15% discount on your first Credit Account order.

Please ask any of our store colleagues to check at the till point, or contact our Customer Services team.

Your delivery dispatch or collection confirmation email will act as a VAT invoice. The Hobbycraft VAT number is 974990653.

Yes, it is possible to add up to five e-vouchers or Gift Cards per order online.

If you would like us to amalgamate your gift vouchers together, please contact our Customer Services team with a full list of the Gift Card/Voucher numbers. Please note that this may take a few working days to complete.

1. Find Products and Add to Basket from a Product List Page

   Use the navigation menu or search bar to find the category or products that you want to order.

   You can use the filters on the left hand side of a product list to narrow down the results.

   Click on a product to find out more information, or add to your basket by clicking the ‘Add to Basket’ button.

   A box will appear with the product that you have added for you to review. Here you can amend the quantity, 'Go to Checkout' or 'Continue Shopping'.

   • If you choose to 'Continue Shopping' the product will be added to your basket and you will be returned to the product list so that you can add more items to your basket.
   • Choose to 'Go to Checkout' when you have added all of the products that you wish to purchase.

2. Add to Basket from a Product Page

   On the product page specify the quantity of product that you’d like to purchase by either typing a quantity into the box, or by using the ‘+’ and ‘-‘ buttons.

   Once the quantity is chosen, click the 'Add to Basket' button. A box will appear with the product that you have added for you to review. Here you can amend the quantity, 'Go to Checkout' or 'Continue Shopping'.

   • If you choose to 'Continue Shopping' the product will be added to your basket and you will be returned to the product page so that you can add more items to your basket.
   • Choose to 'Go to Checkout' when you have added all of the products that you wish to purchase.

3. View your Basket and Checkout

   Click the ‘My Basket' button at the top right of any page to see what is in your basket at any time.

   On this page you can amend the quantity of or remove products, as well as choose a postage option.

   When you are happy with your product and postage choices, click the one of the payment buttons at the bottom right of the page to proceed to checkout.

4. Checkout

   Choose whether you are an Existing Customer or a New Customer.

   • Existing customers: Please use your registered email address and password to log in. If you have forgotten your password, visit the Log In page to reset your password.
   • New customers: Click‘ Continue’. You will be asked for your name, email address and phone number. We require this information in case we need to contact you about your order, and will not share this information with anybody else. On the next page, you will be asked for billing and payment details before you confirm and pay. Please read our Terms and Conditions to find out which payment methods are accepted and how these payments will be taken.

5. Order Summary

   We will send you an immediate confirmation of your order by email, and a separate dispatch email once your order has left our distribution centre.

   If you have selected ‘Click and Collect’ as your delivery option, the second email that you will receive will let you know that your order is ready to be collected from your selected store. Please wait for this email before you go into store. You will need to bring your email or order reference number with you.

Offers are signposted on the Hobbycraft website using a red badge with white text that appears over the top left hand corner of a product image.

Items that are reduced in price are displayed with the lower price already applied.

To redeem offers such as '2 for £6' or '3 for 2', you will need to add everything that the offer requires to your basket, including the free items - just as you would take all items to a till in store. The offer deductions will appear on the basket page once all items have been added.

If the offer is a multi-buy such as '3 for 2' you will always get the cheapest item free.

If you have forgotten your password, visit the log in page to reset your password. Reset your password by clicking ‘Forgotten your password?’ link above the password box

If you still can't log in, please contact our Customer Services team.

Where possible we try to match prices online and in-store. However, sometimes prices do differ. In particular, stores may continue to hold discounted clearance stock which is no longer available on the website, and the website does stock special online-only products that are not available in stores, including all online bundles.

Yes, price matching is available online and in store in line with the following Terms and Conditions:

• The product offered by the competitor is exactly the same as the one we sell, and is offered on the same terms
• The competitor must be a UK retail store or website and have stock available.
• Hobbycraft colleagues must be able to confirm the details on the competitors website or from a valid source
• Our price promise applies to the product only, not the delivery or other services
• If you wish to make a price match request, please contact our Customer Services team.

We understand that it's frustrating to see that the item you want to buy is out of stock. We list out of stock items online as we believe you'll want to know that we normally stock that item.

You can check if your local store has the product available by pressing the ‘Check availability in store’ button. Once pressed, you can search for a town or postcode in the search box or press the ‘Use my location’ button. Your nearest stores will then be listed below with an indication of whether the product is in stock.

Alternatively, contact your local store directly using the Store Finder to find the store contact information.

You can alternatively press the ‘Email me when back in stock’ button and fill in your details. We will then email you once the product has come back into stock.

If you would prefer to see only items in stock on the website, you can choose to filter your search by ‘In stock’ items only.

You can click the ‘Unsubscribe’ link at the bottom of all of our emails to be removed from the mailing list.

You can also request removal from our mailing lists by contacting us at privacy@hobbycraft.co.uk.

All product reviews on our website are written by Hobbycraft customers who have spent at least a week with the reviewed products.

When you shop online with us you will receive an email 7 days after your purchase, inviting you to write a review of your new products.

You can also leave reviews of the products you've bought in our stores, as long as you swiped your Hobbycraft Club card when you bought them. You will receive an email 7 days after your purchase, inviting you to leave a review.

It takes up to a week for a review to be approved and published on the website.

You can cancel your order as long as it has not been fully processed or dispatched.

We are unable to amend orders. To add a product to your order, you will need to place a new order.

To change the details of your delivery address, remove items from your order, or to cancel the order completely, please contact our Customer Services team, quoting the order number found in your order confirmation email.

If an order cannot be cancelled, you can return the order once delivered free of charge. Visit the returns information page to find out more.

We will send an email to confirm receipt for your order immediately after your being placed. Please read and check the details carefully to make sure that they are correct.

If the details are incorrect, or if you need any help, please contact our Customer Services team, quoting the order number found in your order confirmation email.

To find out how we use your personal data, please read through our Privacy Policy.

Read our Customer Care and Complaints policy.

Some of our products are available electronically, which means that after purchase you will be able to download them immediately onto your computer, tablet or smartphone.

These downloadable products are provided in PDF format and you can view them on any device with a PDF reader installed, such as Adobe Acrobat Reader. This can be downloaded for free from Adobe.

Usually, devices will have a PDF reader already installed but if you need any technical help please contact our Customer Services team and they will help you set up.

Please note: You will not receive a paper version of the downloadable product from us. However, you can view and download your items as many times as you want and, if you have a printer at home, you can print the download as many times as required.

You will receive your download as soon as your purchase has gone through. To download your product, click the ‘Download’ button on the payment confirmation page.

We will also send you an order confirmation email with a link to download the product.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'Downloads' in your account to access at your convenience.

The link provided on the order confirmation email will remain valid for you to download at any time.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'My Downloads' to access at your convenience.

Once you have downloaded your product, it will exist on your computer, tablet or smartphone as a PDF file.

Once open, you can save it by clicking ‘File’ and then 'Save As' and selecting the location in your documents where you wish to store it. It will then be available for you to open and view whenever you want.

If you are signed in to your Hobbycraft Club account when purchasing a downloadable product, your purchases will be automatically stored under 'My Downloads' to access at your convenience.

Downloadable products are provided in PDF format and you can view them on any device with an up to date PDF reader installed, such as Adobe Acrobat Reader. This can be downloaded for free from Adobe.

If you think your PDF reader is working with other files and the problem is being caused by the downloadable product that you have purchased from us, please contact our Customer Services team and we will make sure we provide you with a correct PDF file.

If you are not 100% satisfied with your purchase or if there is an error in the downloadable product, you can contact our Customer Services team for a full refund within 14 days of receiving the order confirmation email, as per our returns policy.

Please note that the product will no longer be available from your 'My Downloads' if you signed in to a registered account when purchasing the downloadable product.

1. Go to our Free Patterns page and browse for a pattern.
2. Once you've found what you're looking for, click 'Download'. If you're not signed in, you will be asked to enter the email address and password for your Hobbycraft Club account. If you don't have an account, you will need to create one for free by visiting the Sign In page. If you were required to sign in to your account, you'll be redirected to the pattern download page after logging in.
3. If you were required to sign in to your account, you'll be redirected to the pattern download page after logging in.
4. Click 'Download'. The product will start downloading immediately. If nothing happens, check that your file isn’t already in the Downloads folder of your device before clicking again.
5. If you want to view this and all of your downloadable patterns, go to 'My Account' at the top of the page and click on 'My Downloads'. You can download them any time you want, as many times as you want.

For any help downloading free patterns, please can contact our Customer Services team.

The Hobbycraft Club is free to join and open to everyone. You can enjoy exclusive discounts, loyalty rewards and inspiration for your arts and crafts! Visit the Hobbycraft Club page to find out more.

Create an account on our app or our website. You can also ask at the till to join in store. Use the Store Finder to find your nearest Hobbycraft store.

. You can also ask at the till to join in store.

• 15% new member discount

• £5 birthday voucher

• 5% back on your spend

• Personalised offers and rewards

• FREE inspiration and projects

*Terms and conditionsapply.

You can get a digital Club card by downloading our app and signing in using the email address and password you used when you joined the Club. You will be able to scan this card at the tills in our stores.

In the event of your Club card being lost or stolen, please contact our Customer Services team, who will block your old card and issue you a new one.

There’s no need to enter your Club card number when shopping online or on the app as we'll automatically recognise that you're a Club member from your email address when you sign in.

Providing the Club card had been presented in store at the time of making the purchase, our Customer Service team can help to locate a copy of your store receipts.

Please check your junk or spam folders, in case our emails have been automatically filed there. If you still can’t see them, you can subscribe by logging into your account on the app or the website. Go to your personal details and opt in. If you are still experiencing issues, please contact our Customer Service team.

The 15% Hobbycraft Club offer is only available when advertised and only available to new Club members. When joining the Hobbycraft Club in store, on our app or online, a 15% discount code will be added to your app account if you have one and sent to you by email if you have opted in to receive emails once you have completed the signup process.

You will usually receive your voucher in the app and by email within a few minutes of joining the Club. To view your voucher in the app go to Account and then tap View Your Rewards. If you don’t receive your voucher email, please check your junk or spam folders, in case our emails have been automatically filed there. Also please note: if you do not accept tracking cookies we are unable to send you the email so quickly so you will receive the email the following day.

If you still can’t find your 15% voucher, please contact our Customer Services team.

You can mention your email address change to a Hobbycraft colleague at the till point in any of our stores. They will be able to update your information on our system.

Alternatively, please contact our Customer Services team who will be able to make this change for you.

I joined the Hobbycraft Club in store, do I need to set up and account on the app or online?

Setting up an account on the app or online will allow you to amend or update your account details, including your birthday so that we can send you your yearly birthday voucher! You’ll need to use the same email address with which you registered in store so we can identify you.

Visit our Club loyalty vouchers page to find out more about the scheme.

All of our stores offer a helium filling service for balloons. Prices vary, please see details below.

• £2 - Small balloons (up to 75cm)
• £3 - Large balloons (76cm and above)

• £5 - Small balloons (up to 75cm)
• £6 - Large balloons (76cm and above)

If you have bought your balloons from Hobbycraft, please bring proof of purchase. To find your local store, you can search by location or postcode.

For more information, please visit our Helium Balloons page.

Yes! Dogs are more than welcome in all of our stores, although we ask that you keep them on a lead and supervise them at all times. Guide dogs will always be permitted access to our stores however we may on occasions refuse entry to other dogs if we’re accommodating customers with allergies. Customers with allergies can arrange a dog free visit to a Hobbycraft store – please contact your preferred store team to arrange this.

Yes, just drop them off at any of our stores.

In accordance with the Waste Battery Regulations, Hobbycraft offers a take back scheme for all portable waste batteries. You can return your waste batteries to our stores in person only, please do not post them. There are battery collection boxes near the checkout at all of our stores. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points.