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)
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:
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.
Channel Island customers
Overseas customers – all packages are sent by airmail
All payments are in pounds Sterling (the currency for the United Kingdom).
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.
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.
These are orders for items that we do not normally stock and have especially ordered for you. For this reason, payment has to be made in advance and these items are not returnable.
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 special order with us, we will keep you informed regularly of when you can expect this to be sent to you.
Cancellation of orders
Under consumer law you may return the goods, provided they are in a saleable condition, within 7 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 firstname.lastname@example.org 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 complete our returns form and we will send you a RMA number so you can return the goods.
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:
You cannot cancel your purchase when:
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, complete our returns form and we will send you a RMA number so you can return the goods.. Failure to do so will result in a delay in processing your refund or the product being returned to you.
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 email@example.com 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 firstname.lastname@example.org 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.