Terms & Conditions

We want your customer experience to be a good one so we will do everything we can to ensure that is the case.

The basics (boring, usual stuff)

Prices may change without notice.
Errors and omissions excepted.
All prices are in pounds Sterling (the currency for the United Kingdom).
Availability may change without notice.

Making a purchase

This could not be easier. Just browse the site, click on any items that you want to buy and they will be put in your shopping basket.

The specialist kits have an options menu where you can choose which version of the kit you want. These are:

Full kit - containing the chart, fabric, full skeins of DMC threads, full skeins/reels of specialist threads, full packs of beads, all embellishments
Excluding fabric - as the full kit but excluding the fabric
Excluding DMC threads - as the full kit but excluding the DMC threads
Excluding chart - as the full kit but excluding the chart
Excluding the chart and the fabric - so the DMC threads, specialist threads, beads and embellishments ONLY.

The drop-down menu shows the price discount if choosing any of the variations to the full kit, eg, -£10 or -£12.50 etc.

Should you change your mind, you can click ‘Basket’ at the top of the page and take the item out of your basket. After you have finished making your selections, click on ‘Checkout’ and you will be asked for the details we need to complete your order.

Out of stock items
If an item you want is out of stock, please contact us and we will let you know when we are expecting new stock. We can arrange a pre-order or special order for you and reserve products for you. We will then confirm when your order is ready to be despatched.

Postage and packing
We believe your order should reach you in the same condition it left us. We pack all our items in bubble-padded envelopes for extra protection and we try to keep our postage and packing costs as reasonable as possible.

UK customers

For orders under £40, you can choose to have your items sent by Royal Mail First or Second Class Signed For, Tracked 24, Tracked 48 or Special Delivery. The cost of this is calculated using the weight of the items ordered so will vary. The postage costs will be shown at the checkout, before you confirm your order, so you can choose your postage option.
For orders over £40, you can choose to have your items sent by Tracked 24, Tracked 48 or Special Delivery. Only Special Delivery is guaranteed to arrive next day. Please note, it is next day delivery from the time of posting, not the time you place your order.
High value orders are sent Special Delivery due to the higher value and insurance cover. Once again, next day delivery is from the time of posting, not the time you place your order.

Channel Island customers

Please ensure you choose UNITED KINGDOM as the country, otherwise the system classes you as 'overseas' and will charge international postage rates. Postage details as as for UK customers above.

Overseas customers (NOT USA)

All items are sent Royal Mail, International Signed which insures the item and is fully trackable.
Please note, we are required by law to disclose the value of the contents of your package and we are not liable for any customs/import duty/local tax which may be payable on your order. Please check the customs charges within your own country.

Customers in the USA and Canada
Unfortunately, due to changes in shipping and insurance regulations since the UK left the EU, we are no longer able to ship any orders to the United States or Canada. Sorry for any inconvenience caused.

Payments
All payments are in pounds Sterling (the currency for the United Kingdom).

UK customers

Credit/debit card - we accept Visa, Mastercard and American Express through the Square payment method.
PayPal – you will be directed there automatically when you complete the checkout process
Apple Pay or Google Pay – you can pay this way through the credit/debit card option offered by Square.
Personal cheque or uncrossed postal orders – during the checkout process you have the option to select ‘cheque/money order’ and then go on to confirm your order. You will then be sent an email with details of how to pay and where to send payment.
Payment must be received within 10 days of the date of purchase or we will have to cancel the order and put the item back into stock.
Please send a copy of the email with your payment so we know what the money is for! Once your cheque has cleared our bank account, we will send out your order and we will let you know when it is in the post and on its way to you.

Overseas customers

Credit/debit card - we accept Visa, Mastercard and American Express through the Square payment method.
PayPal – you will be directed there automatically when you complete the checkout process
Apple Pay or Google Pay – you can pay this way through the credit/debit card option offered by Square.

Confirmation of orders
When you order from us, you will receive an email receipt, so make sure you enter your email address correctly! This should arrive automatically. If you don’t receive an email, please check your spam folder as it may be in there. If not, then please let us know or check the status of your orders on your Hawkins Hobbies account.

Delivery schedule
We aim to despatch your order as soon as possible. We normally despatch within 48 hours of receiving cleared payment, except at holiday periods when postal delivery dates cannot be guaranteed. We will contact you to let you know when your order is in the post and on its way to you. Please note, items within the UK sent Special Delivery are a next day delivery service from the time of posting, not the time you place your order.

Custom orders
These orders are bespoke and especially ordered for you, according to your specifications. For this reason, payment has to be made in advance and these items are not returnable/refundable.

Just let us know what you’d like, we’ll contact you with details of cost and availability. We have a link to Hoffman Distribution in our links section, where you can view a huge range of charts and we can make any of these into a kit for you.

If you place a custom order with us, we will keep you informed regularly of when you can expect this to be sent to you.

Returns/cancellations policy

Cancellation of orders
Under consumer law you may return the goods, provided they are in a saleable condition, within 14 days for a full refund of the value, however postal costs in these instances are not refundable.

If you decide to cancel your order before your items have been despatched, you will need to email us at info@hawkinshobbies.co.uk stating your name, a description of why you are cancelling the order and your order number.

If you cancel your order after the goods have been despatched, you will need to receive a returns authorisation. Please email us at info@hawkinshobbies.co.uk stating your name, a description of why you are cancelling the order and your order number.

As you will be responsible for returning the goods to Hawkins Hobbies at your own risk and cost, we strongly recommend you use an insured delivery method such as Royal Mail Special Delivery. All returns are subject to the following conditions, except where the goods are faulty or incorrectly described on the website:

Your product must be complete and in 'as new' condition (eg, if you have opened the package to examine the product you must have done so without damaging or marking the product or packaging)
You must return any free gifts which came with the product.

Please note

We cannot refund custom/bespoke orders (see above)
Charts and chart books cannot be returned due to copyright issues
Where we have made a charge for postage, this will be deducted from your refund if the goods have been despatched to you.

You cannot cancel or return your purchase when:

the goods were a custom/bespoke order
15 days has elapsed following receipt of the goods.

Until such time as you return the goods to us you must take reasonable care of the item(s) and not use them. Any use of the delivered goods beyond that necessary to inspect the goods upon delivery will invalidate your right to cancel the contract. You must, prior to returning any goods received, email us at info@hawkinshobbies.co.uk so we can give you a returns authorisation. Failure to do so will result in a delay in processing your refund or the product being returned to you.

Damaged/incorrect goods
If your goods are damaged when you receive them, then you may return the goods to us and we will replace them and reimburse your return postage costs or give you a full refund if that's what you prefer. Please email us at info@hawkinshobbies.co.uk with your name, order number and details of the order/damage before returning the goods to us.

If we send the wrong goods, we will exchange, or reimburse, at our expense. If we have made a mistake in completing your order, it is our responsibility to put it right. Please email us at info@hawkinshobbies.co.uk with your name, order number and details of the order before returning the goods to us.

In the unlikely event of a problem with any product purchased from Hawkins Hobbies, please contact us so we can resolve it as quickly as possible.

These terms and conditions do not affect your statutory rights.

Privacy Policy
Please ensure you have read our Privacy Policy.