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Frequently Asked Questions



I’ve forgotten my password, how can I find it?
: If your password is not being accepted, please check that you are keying in your email address and password correctly. Please make sure you are using the same email address that you registered with us, otherwise our system won't recognise you. If you are sure your details are correct but still cannot login then you will have to reset your password. Simply click on the forgotten password link on the Login page. We will send you an email that will show you how to reset your password. If after all this you are still having problems then please contact our customer services team

I’m worried about internet security, is it safe to buy from you online?
: We comply with all the latest security legislation and can guarantee that all online purchases are secure. We use the strongest commercially available encryption, 128-bit Secure Socket Layers (SSL). We have our responsibilities regarding your data very seriously.


Can I order by phone?
: Yes. You can order through our orderline 0844 880 5851.

I have an offer code, how do I use it?
: Shop as usual on the website and then proceed to checkout. During checkout you'll be prompted as to whether you have a voucher or special offer code. After entering in the code, your order value will be automatically updated with the offer. If you are still having problems, you may want to check the offer is still valid. Offers do have terms and conditions and may run for specific times or be for specific products. If you’ve checked this then please get in touch with us.

I would like to order for a friend and get it sent to their address. How do I do this?
: This is no problem. Within your My Account page you can click on My Address Book and add as many alternative addresses as you wish. You can arrange for items to be delivered to any address you wish. Alternatively, you can enter an alternative address in the checkout process.

What do I do if I’m not happy with an item I’ve purchased?
: If you are unhappy with an item you can return it for a full refund within 30 days of purchase. Click here for our 30-day returns policy.

How will you let me know that my order has been processed?
: Once your order has been processed we will send you a confirmation email to your registered email address (this will come from thehobbywarehouse@ruonline.co.uk). It will hold your individual order code that you can quote to us if your need to discuss your order.

I live abroad and would love to order a product – will you post to me?
: If you are happy to pay for the postage charge, then we are happy to post it to you. There will be an additional postage charge for all overseas, BFPO and non-mainland UK orders which will be calculated when you place your order.

My order has arrived damaged, what do I do?
: Please click here for our returns policy.

Is there limited stock available?
: Yes, because most of the products on this site are clearance or end of line items, orders are taken on a first come first serve basis.

Why are the prices so competitive?
: The majority of the stock available on this website are clearance or end of line items and we want to clear them to make room for new stock.