Returns Information

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 as soon as possible, quoting your order number.

Once your order has been processed we are unable to make any further changes.

• International orders can be returned up to 28 days from the purchase date.
• Return products in unused condition and in the original packaging. We are unable to accept international returns if the original packaging has been opened.
• Refunds on international items will include the amount paid for product, plus duties, taxes and fees (if prepaid).
• Unfortunately, we are unable to refund shipping costs at this time, excluding shipping costs for the return of faulty or damaged items.
• Refunds are processed within five working days of your parcel being received in the Global-e UK hub. Any refund will automatically be issued to the original payment method used when placing your order.

International orders should be returned to our partner, Global-e, and should include a Return Merchandise Authorization (RMA) form. To prepare your international return package, follow these simple steps:

1. Visit the Global-e returns portal.
2. Complete the form, entering your order ID and email address.
3. Global-e will send an email containing a link. Follow this link to download your returns label and Return Merchandise Authorization (RMA) form.
4. Print both the returns label and the Return Merchandise Authorization (RMA) form, and put the Return Merchandise Authorization (RMA) form in the parcel. Without this form, we might not be able to refund your full amount.
5. Attach the returns label to the outside of your sealed parcel. Please note that the returns label and Return Merchandise Authorization (RMA) form are valid for one parcel only. We will not be able to accept any additional parcels.

Need more information?

Read the International Returns and Refunds Policy.

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

Please note that the product will no longer be available from the "Downloads" section of your account if you were signed in when purchasing the downloadable product.

Under the Consumer Contracts Regulations 2013, you have specific rights to cancel your purchase made online or by phone.

Your Right to Cancel

You are entitled to cancel your contract within 14 days from the day you receive the goods or services.

At Hobbycraft, we go beyond this statutory right by allowing you to return items within 28 days of receiving them, provided they are unused, in original packaging, and resalable.

Exceptions to the Right to Cancel

Please note, this right does not apply to:

• Goods that are made to measure or custom-made, such as items cut to order (e.g., fabric and ribbons).
• Goods that have been personalized to your specifications.
• Goods that are perishable, liable to deteriorate, or expire rapidly, including edible goods or products with a use-by date.

These conditions do not affect your statutory rights if goods are faulty or not as described.

Exercising Your Right to Cancel

To exercise your right to cancel, please inform us of your decision clearly, including:

• Your full name
• Your address
• Order details, including items to be cancelled
• Contact information (phone number and email address, if available)

You may cancel your order by using any of the following options:

• Contact Us form
• Live Chat
• Telephone

Returning Goods

If you decide to cancel, please return the goods within 14 days from the date of cancellation.

Hobbycraft provides a free return method for online orders, giving you a hassle-free option that goes beyond the statutory requirement of customer-paid returns.

Additionally, online purchases can be returned at any Hobbycraft store, where our team will be happy to assist. Alternatively, you may drop off your parcel at one of our courier return points using the provided return label.

Refund Process

Upon receiving the returned goods, we will reimburse you using the same payment method used for the original transaction, including the cost of standard delivery. Please note that if you chose a delivery method other than our standard and least expensive method, any additional delivery costs will not be refunded.

We may make a deduction from the reimbursement if the returned goods show signs of unnecessary handling or damage. Refunds will be processed within 14 days from the day we receive the goods.