Is House of Hobbies a chain?
House of Hobbies is an independent store run by the team based in Burscough, in the North West of England. As an independent business, we understand the value of friendly and professional service and value our customers above all else. We love and live what we do, and we hope that you can tell. We will always try to respond to your messages the within 48 hours and help you out as best we can with any issues or queries. We like to get to know our customers and we are always happy to see our community grow!
I need to cancel an order, what do I do?
We can cancel normal orders at any time before dispatch and don't hold back any of your funds so just drop us an email with your order number and reason for cancelling (just so we know) and we will get the refund processed quickly for you. If the order has already been dispatched then you can still return the item to us but you will ned to cover the postage.
Can I cancel a Pre order (or other special order)
You can certainly cancel any order at any time but please be aware that any Pre orders and Special Orders are classed as bespoke orders meaning we order the product based on you placing the order with us and as such we only refund bespoke orders as store credit. Please see the Terms and Conditions for full details on these aspects.
Can I split and order that is waiting on items?
Yes, that is totally fine, but we will need a postage payment for the item(s) to be sent. This can be made by getting in touch with us via email or on the phone.
When do you take the payment for Pre Orders and what happens with the other items on my order?
We take full payment at point of sale for all orders and any other items that are in stock or arrive before the final item comes through are held to one side for you. This means that even if you see an item showing as out of stock your order is safe.
I bought an item and it’s now showing as out of stock?
This is very simply due to the fact that either yourself or other orders have depleted our stock holding but this also means your order is safe. As long as you completed an order and have a reference number then all is good.
My item hasn't arrived what do I do?
If your order hasn't turned up within a week of you placing your order, contact us at firstname.lastname@example.org or call us on 01704 643413 during our opening hours. We can help track your order and figure out why it hasn't arrived, and then we can work with you to rectify any issues. If the tracking shows that it has left us then please contact the courier before us as they will be able to assist you directly (obviously get in touch with us if you have no joy though)
There was a mistake in my order, what do I do?
If there is a mistake in your order or you have been sent the incorrect item, contact us at email@example.com or call us on 01704 643413 during our opening hours. We can help figure out why the mistake happened, and we will rectify it with you as quickly and easily as we can.
I'm outside the UK, what shipping will I need to pay?
Our shipping covers the Mainland UK, excluding the Channel Islands for the prices listed on our Delivery and Returns page. If you require shipping outside of the UK then we have set prices for each country via various couriers which will be shown when you get to the checkout. Failing that feel free to email us at firstname.lastname@example.org and we can figure out what works best for you.
Can I get House of Hobbies Gift Cards?
You absolutely can! We sell vouchers via the link on the homepage of any amount and they can be emailed on whatever day you wish the recipient to get it.
My pre-order release date keeps changing – why is this?
Pre-order release dates are determined by the manufacturers of the product and are completely beyond our control sadly. If the date shows as the last day of the month then this is often a delayed product and should be taken with caution of further delay. We update our products most weeks when we get notice of any new releases.
My Pre Order shows as in stock but I haven’t had a dispatch notice?
Our system sets release dates as the Monday of the week of release unless there is a specific street date. Sometimes the products don’t actually arrive until mid-week so may ship after this date.
My item has arrived damaged, what should I do?
Although we securely package all of our orders, unfortunately sometimes things become damaged during transit. If this happens, you are welcome to return the item in it’s original packaging for a full refund or replacement. However, if you would prefer to keep the item, please contact us and we can explore alternative options for you. (Please note that sometimes we will ask for photo evidence so that we can assess how the damage has occurred and to avoid this recurring in the future.)
My item has missing parts, how do I get a replacement?
All of our products are shipped brand new and sealed unless stated otherwise. Sadly, due to circumstances beyond our control, some products will occasionally arrive with missing pieces due to manufacturing errors. In the event that this occurs, we would recommend contacting the manufacturers directly as this is the quickest way for you to receive these pieces. If you have issues with obtaining these pieces yourself, do not hesitate to get in touch and we can try our best to assist you.
Can I change the address on my order?
Yes, we will gladly update this for you before it is dispatched. If you wish to change your order address then contact us as soon as possible after placing your order.
I'm after an item that isn't in stock/that I can't find on your site, can you get it in?
If an item you're after isn't in stock, just fill out our "Back in Stock" Notification form, and we will be able to update you once the product arrives with us. If you want a product that isn't on our website, we may well be able to order it in for you! Just fill in our Questions? form and we will get back to you!
If your question hasn't been covered here, head over to our contact form, drop us an email at sales@houseofhobbies, or give us a call on 01704 643413 and we will be happy to help!