Help & FAQs
Frequently Asked Questions
How do I cancel my order?
You can cancel your order up to the time that we send it. You will need to place a new order if you want to add products to your delivery. To change your details or cancel it completely, please contact our Online Customer Services team on 0330 123 9114 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team. Please be ready to quote your order number from your confirmation email.
Will I receive confirmation of my order?
Yes. We will send you a receipt of your order in an email. Please read and check the details carefully to make sure that they are correct.
If the details are not right, or if you need any help, please contact us our Online Customer Services team on 0330 123 9114 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
How do we use your personal data?
How can I pay?
You can pay for your online order in the following ways :
We do not accept Visa Electron or American Express.
My credit or debit card was refused
Please send us your order again with a different payment card. You can contact the company that issued your card to find out why it was refused.
Delivery and Returns
How much do you charge for delivery?
You can find full details on our Delivery and Returns page.
My order is delayed
If your order has not arrived within 28 days, please call our Online Customer Services Team. You will need your order reference number from your order confirmation email.
Contact our Online Customer Services Team on 0330 123 9114 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
Can I return my product?
Yes you can, as long as you follow the advice in our Returns Policy.
How do I buy a product?
1. Find the products that you want.
Browse or search and filter using the choices on the top drop down menus that appear on our homepage. Click on a product to find out more about it.
2. Add them to your Shopping Basket.
On the product page, use the 'Add to Basket' button. A box will appear with the product that you have added for you to review. You can then ‘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 ‘Proceed to Checkout’ when you have finished adding everything that you want.
3. View your Basket and Checkout
Use 'Your Basket' at the top of the page to see what is in your basket at any time. On the ‘Your Basket’ page you can remove products, change the amount that you would like, redeem your Hobby Points and choose a postage option. When you are happy with your product and postage choices, click the ‘Checkout’ button at the bottom of the page.
Choose whether you are an Existing Customer or a New Customer.
Existing customers please use your registered email address and password to log in, or ask for a password reminder if you have forgotten.
New customers click ‘Continue’. You will be asked for your name, email address and phone number. Don’t worry! - We never share your information with anybody else; this is just in case we need to contact you about your order. On the next page, you will be asked for billing and payment details before you confirm and pay. Please go to our Terms and Conditions to find out what methods of payment we accept and how it will be taken.
5. Order Summary
We will send you confirmation of your order and a dispatch note by email.
How do I get an offer?
All offers are shown in the shop by drop down menu accessed via our homepage and via a sale icon that appears on the product image. Items that are reduced in price are shown at the lower cost on the product page.
What are Hobby Points?
Hobby Points are received every time you place an order. You can check your Hobby Points balance by login into your account. Hobby points can be redeemed against any future order.
I cannot log in to My Account
Please go to My Account and use the 'Forgotton Password' link.
If you still can't log in, please contact our Online Customer Services Team on 0330 123 9114 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.
How do I remove myself from our Marketing lists (unsubscribe)?
Please log into your account and select Newsletter Subscriptions from the right hand menu. You can opt in and out of newsletters here.
If you still can't find what you need, please contact our Online Customer Services Team on 0330 123 9114 from Monday to Friday, between 9am and 5pm. Or email the Online Customer Services Team.