Customer Services - Contacting TheHobbyWarehouse Customer Services Team.

Via email: Complete our online form - We aim to reply to emails within 2-3 working days, however, at busier times of the year this will be higher.

By phone: on 0844 880 5852. Our opening hours are Monday – Friday 9am-5pm. - Calls to our customer services centre cost just 5p per minute from a BT landline, mobile providers and other networks may vary (Calls may be recorded for training or quality purposes)

By Post: - Please write to us at: The Hobby Warehouse Customer Services, Brunel House, Newton Abbot, Devon TQ12 4PU.

Delivery & Returns Policy.
We aim to offer a simple and competitive delivery policy. This is as follows:

To UK addresses including Northern Ireland

Free delivery for any order where the total amount to pay is over £25
Standard delivery: £2.99 per order, no matter how many books or products you have ordered

To overseas addresses
If you are ordering from outside the UK and Northern Ireland, please complete our online form for information.

30-day free returns promise
You can shop with confidence at The Hobby Warehouse - we will replace or refund any item provided it is returned to us complete, unused and in original packaging, providing it is returned within 30 days of receipt.

To return an item, just follow these simple steps:

On your delivery note, there is a section in the bottom right hand corner that provides return details. Please complete this, clearly stating the reason for return using the easy to use codes provided.
Ensure the product is unused, complete and safely wrapped in its original packaging and use the sticker provided on your delivery note.
Ensure that you obtain a proof of return postage and keep this in a safe place in case of any query that may arise.
Returned items will be refunded by the method by which you placed your order, providing they meet the above criteria and in accordance with our terms & conditions. This does not affect your statutory rights.
If you should receive incomplete or faulty item(s), please call us on 0844 880 5851 before arranging your return, as we may be able to replace it.

We will aim to credit any returned item within 2 weeks of receiving it. Returns are subject to our standard terms & conditions

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 been looking after our Book Club customers for many years and this attention to customer services and security continues with this site.

To give you even more confidence in shopping online with us, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

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.

Note: Your first order from us has to be delivered to the same address as your card billing address. This is an extra security step.

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.

What other great sites for the hobbyists do you offer?
RUCraft.co.uk brings the latest, exclusive craft products to provide inspiration to our customers. Our aim is to offer competitive prices across our range, on individual items and through our great value product bundles.

RUBooks.co.uk brings to you a hand-picked selection of the best books, products & exclusive deals for those interested in Photography, Equestrian, Practical Art, Fantasy Art, History & Nostalgia and much more to help you make the most of your leisure time.