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?
Select the items you wish to purchase from this website, choose your preferred colour and size, and then add them to your shopping bag. When you have finished shopping, please follow our simple checkout procedure. You will need to log in or create an account 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 under the "Sign In" option to log in. If you are a new customer we will automatically create an account for you during the checkout process. You'll be able to choose your own password. Payment will be taken from your card/PayPal account before the order is despatched.
- How do I know which size to choose?
Hobbs' garments are shown with UK sizing and our shoes and boots are shown with European sizing. For a breakdown of how these sizes convert internationally and for measurements, please visit 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 accept payment using the following card types: Visa, Maestro, MasterCard and American Express. You can also pay for your order online using PayPal. We do not accept cheques, 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 Australia and New Zealand from this website. If you would like to ship your order outside of Australia or New Zealand please select the relevant country from the options at navigation at the top of this page before purchasing.
We deliver to the following countries:
Austria, Bahrain, Belgium, Bulgaria, Canada, China, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Israel, Italy, Japan, Jordan, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Oman, Poland, Portugal, Qatar, Republic of Ireland, Romania, Russia, Saudi Arabia, Singapore, Slovakia, South Africa, Sweden, Slovenia, Spain, Switzerland, Turkey, Ukraine, United Arab Emirates, United Kingdom and USA.
For more information on our latest services please visit our International Delivery Page
- Can you deliver to an address other than my billing address?
- What happens if I'm out when the courier calls?
If there is no-one available at the delivery address to accept the order, the courier will leave a card with further instructions.
- What are your delivery times and charges?
Please note that during the launch of our sale, deliveries may take longer than expected.
Delivery Type $AUD Delivery Times and Info Australia & New Zealand Standard Delivery 7.50 Allow up to 10 working days. Tracked service. Australia & New Zealand Express Delivery 15.00 Allow up to 8 working days. Tracked service.
Please note that your order may be subject to import taxes, fees, levies or other charges which are the sole responsibility of the purchaser, or the recipient of the purchase if different.
For delivery addresses outside Australia or New Zealand please select the relevant country 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?
From this website we only deliver by courier to addresses in Australia and New Zealand.
- Do I have to pay import duties or taxes?
As our orders are shipped from our UK warehouse, you may have to pay customs or import duties. Charges will vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations. We have no control over these charges and cannot predict what they may be. Any charges must be paid by the recipient of the order.
- What is your Returns Policy?
Please visit our Returns page for full terms and conditions
- What do I do if my order is faulty or damaged on delivery?
We strive to provide the highest standards. If the item you ordered is damaged or faulty, please inform our Customer Service Team within 14 days of receiving the item, supplying us with the Order Reference number shown on the Delivery Receipt together with details of the damage or fault. If required, we ask that you return the damaged or faulty items to us - we will refund you the full cost of your items. Refunds will be credited to the payment card or PayPal account used to make the original purchase.
- I would like to return an item received as a gift.
You will need to provide the Delivery Receipt found in the Hobbs packaging as proof of purchase. When you return the goods to Hobbs by post or courier the payment card/PayPal account used to purchase will receive the refund within 10 days of us receiving the return.
- Do you sell gift cards?
Unfortunately we do not sell gift cards via this website.
- Do you offer gift wrapping?
We don’t offer a gift wrapping service, however all orders will be carefully packaged in protective bubble-wrap bags.
- Can I cancel my order?
If you wish to cancel your order, you will need to email our Customer Services Team at email@example.com as soon as possible after placing your order. Please be aware we cannot guarantee that we will be successful in cancelling your order but we will endeavour to assist with your enquiry.
- Can I amend my order once It has been placed?
Unfortunately we are unable to amend orders once they have been placed. However, we may be able to cancel your order should you wish (please see above).
- Can I change the delivery address on my order?
Unfortunately we are unable to change a delivery address on an order once it has been placed. However, we may be able to cancel your order should you wish (please see above).
- How secure Is online payment?
We go to great lengths to ensure our website and our customers' information is kept safe and secure. Here are just some of the measures we take to do this:
• We don't store credit card details
• We utilise fraud risk management technology
• We use digital certificates from one of the world’s most trusted providers
• We utilise 128bit SSL encryption
- Do I need to open an account to order something from Hobbs?
Yes, this helps us capture all the relevant information we need from you to process your order.
- How do I know that you received my return?
When we receive your return we will send you an automated email confirming this. You can expect to receive a refund to the credit/debit card or PayPal account you used to purchase within 10 days of us receiving the return.
- What if I received the wrong item?
If you receive an incorrect item from Hobbs please contact our Customer Services Team immediately and they will be able to assist you.
- How do I use discount codes, if I have one?
After adding all of the products you wish to purchase to your online shopping bag, click the 'checkout' button and you will be taken to your Shopping Bag page. On this page there will be an option to redeem your discount/promotion code which will automatically re-calculate the value of your shopping bag.
- How long can I keep an item in my online shopping bag?
We allow up to 30 minutes for you to keep an item in your bag. After this time, if you haven't purchased the item, it will be made available to other customers on the website and will disappear from your bag.