Customer Care and Complaints Policy
At Hobbycraft, we are committed to ensuring a positive experience for all customers. If for any reason you're not satisfied, we are happy to help resolve your concerns quickly and efficiently. Below is our friendly and straightforward complaint-handling process:
How to Contact Us
You can reach us in various ways for any problems, questions or concerns:
- Live chat: Use the live chat feature on our website for real-time assistance, with Customer Services support available Monday to Friday 9am-8pm and Saturdays 9am-5pm. At any other time, Artie, our 24/7 AI Chatbot is available to help answer your questions.
- Contact form: Our Contact Form is accessible via the "Contact Us" button on this page.
- Phone: You can call us on 0330 026 1400 Monday to Saturday 9am-5pm, including Bank Holidays.
- Social media: If you wish to contact us via social media, you can send us a direct message on Facebook and we’ll get back to you as promptly as we can.
- Write to us: Customer Services - Hobbycraft DC, Centrum 100 Business Park, Unit 1, Burton Upon Trent. DE14 2WA
- You can also browse our FAQ section for quick answers.
- For help with an international purchase, visit the Global-e Help Center or send a letter to the following address: 45 Leather Lane, London, EC1N 7TJ, United Kingdom
To find out more about our international terms and conditions please visit the International Return and Refund Policy..
Our Commitment
Timely Response
We aim to respond to complaints in the shortest possible time. Acknowledgement will occur within 48 hours.
Our goal is to seek resolution for you as quickly as possible but within 7 working days. However, the resolution timeframe may depend on the complexity of the issue and the product type. Urgent complaints may be expedited.
Fair & Objective
We value every customer. Our team will always ensure that all complaints are handled fairly and without bias.
Confidentiality
Your personal information will be protected and only used for resolving your complaint.