Faqs

FREQUENTLY ASKED QUESTIONS

More Help

Please try:

If you still can’t find what you need, please contact our Online Customer Services Team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

Battery Recycling

Under the Waste Battery Regulations, Craftoutlet are offering a take back scheme for all portable waste batteries. You can return your waste batteries to our stores in person only, please do not post and at the till point we have a recycle box for these. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points.

Do you offer a helium balloon filling service?

All of our stores offer a helium filling service for balloons. Prices vary, please see details below

For balloons bought from Hobbycraft (if bought online please bring proof of postage)

£1 – Small balloons (up to 75cm)
£2 – Large balloons (76cm and above)

For balloons bought externally

£3 – All sizes

How to download a free knitting or crochet pattern

1- Go to our free patterns page.
2- Get yourself inspired by the hundreds of free patterns that we currently offer. Once you’ve found what you’re looking for, click ‘Download’. If you’re not signed in, you will be asked to sign in to your account by simply entering your email address and password. If you don’t already have an account, you’ll need to create one. Please note that signing up for our newsletter does not mean that you already have an account on our website. Creating an account is simple and free and you can do it by clicking here.
3- If you were required to sign in to your account, you’ll be redirected to the pattern download page after logging in.
4- Click ‘Download’. The product will start downloading immediately. If nothing happens, check that your browser is not downloading the file directly into your downloads folder before clicking again. Don’t worry, these patterns are free and you will not be charged for downloading multiple times. Also, these patterns come in PDF format, so please make sure you have a PDF reader installed in your computer or device.
5- If you want to view this and all of your downloadable patterns, go to ‘My Account’ at the top of the page and click on ‘My Downloads’. You can download them any time you want, as many times as you want.

Flash Sale Terms & Conditions

Online only Flash Sale applies at craftoutlet.co.uk from Friday 7th April to midnight Monday 10th April 2017. This is an online only offer, while stocks last. Excludes previous purchases. Not to be used in conjunction with any other offers. Craftoutlet reserves the right to withdraw the offer at any time.

I joined in store, do I need to set up an online profile

Setting up an online profile takes less than a minute and it will allow you to tell us about the crafts you enjoy, and your birthday so we can send you a Birthday gift. You can also amend any of your personal details thereafter. You’ll need to use the same email address with which you registered in store so we can identify you.

How do I stop emails?

If you wish to stop receiving emails, simply open a recent email from us and scroll to the bottom of the email to click on the unsubscribe link. Please allow 48 hours for this to come into effect.

I’ve changed my email address

You can update your email address in store, just mention it to a colleague at the till point. If you have an online account, you can update your email online – click here to log in (using your previous email address). Alternatively, get in touch with our customer service team here.

I’m not receiving emails

Firstly, check your promotion and spam folders in case our emails have been automatically filed there. If you still can’t see them, please get in touch here.

How am I kept up to date with the latest offers?

We’ll keep in touch with you by email to let you know about the latest products, offers and promotions.

Can you access a copy of my store transaction receipts using my club card?

Providing the club card had been presented in store at the time of making the purchase our Customer Service Team can help to locate a copy of your store receipts. Please contact them here.

Where do I enter my club card number when I shop online?

There’s no need to enter your Club card number when shopping online; we’ll automatically recognise that you’re a Club member from your email address.

What do I do if my Club card is lost or stolen

In the event of your club card being lost or stolen please contact our Customer Service Team so that your club card can be blocked and a new card issued.

I joined online, how do I get a Club card?

You can pick up your Craftoutlet Club card when you next visit a Craftoutlet Store. Just mention to a colleague that you joined online and would like a Club card, and they’ll do the rest. Alternatively if you can’t get to a store please phone our Customer Service Team who will send one to you.

Free entry into prize draws

Craftoutlet Club members will be automatically entered into a free monthly prize draw to win a £500 Craftoutlet gift card with every purchase.

To be eligible, members must ensure:

Their loyalty card is swiped for any purchases made in store, or;
They are logged into their online account when making a purchase online.

Entries will be assigned to the prize draw relating to the month the purchase took place, e.g. a purchase on 1st January 2017 will be included within the January 2017 prize draw.

The closing date of the prize draw will be the last day of each calendar month. The draw will take place 7 days after the closing date and we will contact the winner via email within 7 days of the draw taking place.

Free Craft downloads

As a Club member, you can download free knitting and crochet patterns via our website – click here to see them.

If you already have an online account, simply log in once you have selected the pattern you wish to download.

If you joined in store and don’t have an online account, you will be prompted to set one up before the download starts. Please use the same email address with which you registered as a club member.

A £5 Gift on your Birthday

Club members who have provided their birthday details and have subscribed to receive emails will receive a £5 discount code (within an email) on their birthday. This discount will be valid for 14 days from the date of issue.

Members must have an online Craftoutlet account in order to provide birthday details. To set up a new account or to log in to an existing account, please click here.

Invitations to Club VIP Discount Days

As a Club Member, we’ll let you know of any upcoming VIP discount days by email. These emails will give you a voucher code, which can be used to obtain your discount on the day of the event.

Don’t you usually offer a discount voucher for joining the Club?

We’ve temporarily halted our online voucher programme for new Club members, so that we can put our all into giving you the best Black Friday Deals possible.

We hope you aren’t disappointed by this, but if you would prefer to wait, we can assure you that the new member discount will return soon.

I don’t have an email address; can I still join the Club?

Yes, of course. Rather than using an email address you can register using your telephone number when join in a Craftoutlet store.

How do I join the Hobbycraft club?

Joining takes less than a minute. You can join online here, or join in a Craftoutlet store by asking a colleague at the till point. Click here to find your nearest store.

Is it a points reward system?

The Craftoutlet is not a points reward card. The Club card allows us to understand the hobbies you enjoy so we can keep you up to date with new products, exclusive offers, and promotions tailored to your interests.

By using your Club card, you will also be entered into a monthly prize draw to win a £500 gift voucher every time you shop. If you shop online, you will also be entered providing you are logged into your account using the email address with which you registered as a club member.

What is the Store about?

The Craftoutlet Club is free to join and open to everyone who loves to craft. You can enjoy exclusive offers, kept informed about the newest trends, techniques and ideas, as well as inspiration for your favourite crafts. To find out more visit our Club page here.

I am not happy with the digital pattern I have purchased. Can I get a refund?

Of course you can. If you are not 100% satisfied with your purchase or if there is an error in the digital pattern, you can contact our customer service team for a full refund within 14 days of receiving the order confirmation email, as per our returns policy. Please note that the pattern will no longer be available from your ‘My Downloads’ if you signed in to a registered account when purchasing the digital pattern.

There is an error in the digital pattern. What should I do?

We pride ourselves in providing the best quality on all our products on our website. However, if for any reason there is an error in the digital pattern you have purchased, please contact our customer service team and we will we will aim to provide you with a corrected version of the pattern.

My digital pattern does not open. What can I do?

To ensure that the PDF file opens up correctly, you need to have a valid and updated version of a PDF reader in your computer, tablet or smartphone – for example, Adobe Acrobat Reader. This can be downloaded free from http://www.adobe.com/products/acrobat/readstep2.html. If you think your PDF readers works fine with other files and you are having problems with a specific digital pattern that you have purchased from us, please contact our customer service team and we will make sure we provide you with a correct PDF file.

Can I save my digital pattern? How? Where?

Of course you can! Once you download your pattern, it will come as a PDF file. Once open, you can save it on your computer, tablet or smartphone by clicking on ‘Save as’ and selecting the location where you wish to store it. It will then be available for you to open and view whenever you want. Also, if you sign in to a registered account when purchasing a digital pattern, all your purchases will be automatically stored under ‘My Downloads’, where you can access them anytime.

Can I access my digital pattern anytime I want?

Yes – as many times as you want. The link provided on the order confirmation email will remain valid for you to download anytime. Also, if you have an account with us, all of your digital patterns will always remain under ‘My Downloads’ for you to download at your convenience.

I cannot log in to My Account

Please go to My Account and use the ‘Forgotton Your Password’ link.

If you still can’t log in, please contact our Online Customer Services Team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

I have purchased a digital pattern. How quickly will I receive it?

Immediately! As soon as your purchase has gone through, you’ll be able to download your pattern from the payment confirmation page by simply clicking on the ‘Download’ button.

Alternatively, we will send you an order confirmation email with a link to download the pattern. As well as this, if you sign in to a registered account when purchasing a digital pattern, all your purchases will be automatically stored under ‘My Downloads’, where you can access them anytime.

What is a digital pattern?

Some of our products are available electronically. This means that, after purchase, you will be able to download them immediately onto your computer, tablet or smartphone. These digital patterns are provided in PDF format and you can view them on any device with a PDF reader installed, such as Adobe Acrobat Reader. This can be downloaded free from http://www.adobe.com/products/acrobat/readstep2.html. Usually, devices will have a PDF reader already installed but if you need any technical help please contact our customer service team and they will help you set up.

Please note that since it is a digital pattern, you will not receive a paper version from us. However, if you have a printer at home, you can print it as many times as you need. You can also view and download your patterns as many times as you want. So convenient!

I cannot log in to My Account

Please go to My Account and use the ‘Forgotton Your Password’ link and follow the instructions to reset your password.

If you still can’t log in, please contact our Online Customer Services Team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

Are the prices online the same as in store?

Where possible we try and have the same prices online as in store however some prices do differ between online and in store. Stock may also differ between our website and stores which may continue to hold discontinued stock and our website does stock special online-only products that won’t be stocked in stores, this includes all online bundles.

How do I remove myself from our Marketing lists (unsubscribe)?

Your full rights and how to unsubscribe are fully explained in our Privacy Policy.

I want to buy something but it’s ‘out of stock’

We understand it’s frustrating to see that the item you want to buy is out of stock. We keep out of stock items online as we believe you’ll want to know that we normally stock that item, in case you want to buy it at a later date once more stock has been delivered. As you’ll still have the product details to hand if the item is out of stock online you can try one of our shops local to you who may be able to help. In some instances we’re also able to offer the option of emailing you once the item does come back into stock. If you would prefer to see only in stock items you can choose to filter your product search by in-stock items only

How do I leave a review?

At Craftoutllet we love to know what you think about our products so we can improve or celebrate the success’ but it is also very important in making a decisions around which product to buy. We now give you the opportunity to rate and review all of our products once they have been purchased instore or online.

If you have purchased something online you will receive an email 14 days after your purchase, giving you some time to get crafting with our products so you can get a real sense and feel of the product.

Instore you need to be a member of the club and have a Craftoutlet. Once this card is swiped at the till while purchasing you will receive an email 14 days after your purchase. The invitation will then ask you to rate and review the products you have purchased online.

It takes up to a week for a review to be approved and sent up to the website which you will receive a confirmation email to say when this has been actioned.

If you for any reason you do not receive an email asking you to review a product you have recently purchased we would still love to hear your feedback, you can leave this feedback by contacting our Online Customer Services Team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

How do I get an offer?

All Hobbycraft offers are shown on our website with a red icon that appears on the product image. Items that are reduced in price are shown at the lower cost on the product page. If we have an offer on products that are ‘Buy One Get One Free’ or ‘3 for 2’, you will need to add everything that you want to your basket, including the free items – Just like taking the full amount to the till in store. You will not get your free item if you do not tell us that you want it. If the offer is a multibuy like a ‘3 for 2’ you will always get the cheapest item free. ‘3 for 2’ and ‘Buy One Get One Free’ offer deductions are shown in your basket once all items have been added.

When is Black Friday 2017?

Black Friday returns on November 24th 2017. For more information take a peek at our Craftoutlet Black Friday Deals page

How do i buy a product?

  1. Find the products that you want

    Browse or search and filter using the choices on the left of your page to find the items that you want to order. Click on a product to find out more about it.

  2. Add them to your Shopping Basket

    On the product page, use the ‘Add to Basket’ button. A box will appear with the product that you have added for you to review. You can then ‘Go to Checkout’ or ‘Continue Shopping’.

    • If you choose to ‘Continue Shopping’ the product will be added to your basket and you will be returned to the product page so that you can add more items to your basket.
    • Choose ‘Go to Checkout’ when you have finished adding everything that you want.
  3. View your Basket and Checkout

    Use ‘Your Basket’ at the top of the page to see what is in your basket at any time. On the ‘Your Basket’ page you can remove products, change the amount that you would like and choose a postage option. When you are happy with your product and postage choices, click the ‘Checkout’ button at the bottom of the page.

  4. Checkout

    Choose whether you are an Existing Customer or a New Customer.

    • Existing customers – please use your registered email address and password to log in, or ask for a password reminder if you have forgotten.
    • New customers – click‘ Continue’. You will be asked for your name, email address and phone number. Don’t worry! – Whenever share your information with anybody else; this is just in case we need to contact you about your order. On the next page, you will be asked for billing and payment details before you confirm andpay. Please go to our Terms and Conditions to find out what methods of payment we accept and how it will be taken.
  5. Order Summary

    We will send you confirmation of your order and a dispatch note by email.

Do you ship internationally

Yes we do! You can find international shipping and returns information on our Delivery and Returns page.

We also have an eBay store that ships internationally.

Can i return my product for an exchange?

For all UK orders If you’re not 100% satisfied with your purchase, you can return your order by post for free or to one of our stores for a full refund or exchange within 14 days of receiving the item. For full terms and conditions and for non UK orders please see our Returns Policy.

My order is delayed

If your order has not arrived within the specified delivery time, please call our Online Customer Services Team. You will need your order reference number from your order confirmation email.

Contact our Online Customer Services Team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

How much do you charge for delivery ?

Click here to see our full list of delivery options and charges.

Do you offer credit accounts?

Yes we do. You can apply online on our Credit Accounts page where you can also receive a 15% discount on your first Credit Account order.

Do you offer group discounts?

We do not offer any group discounts online. We always want to give you the best ranges available for your hobbies and great value for money. So, our prices are the same for everyone to be fair on all of our customers. To keep up to date with our latest offers sign up to our Craftoutlet Club.

My credit or debit card was refused

If you are unsure if your order was successful please contact our Online Customer Services team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

When certain the order was not successful please send us your order again with a different payment card. You can contact the company that issued your card to find out why it was refused.

How do we use your personal data ?

Your personal data will be used to provide the information, goods and services offered through our website to you, for billing and order fulfilment. Our Privacy Policy explains clearly how we collect information, what we do with it and what controls you have.

How can i pay ?

You can pay for your online order in the following ways:

Visa
MasterCard
Visa Debit
Maestro
PayPal
Hobbycraft gift card

We do not accept Visa Electron or American Express.

When placing an order in the UK the address the card is registered to must be in the UK if paying by card.

Will I receive confirmation of my order?

Yes. We will send you a receipt of your order in an email immediately after your order has been placed. Please read and check the details carefully to make sure that they are correct.

If the details are not right, or if you need any help, please contact our Online Customer Services team as soon as possible on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team.

How do i cancel my order ?

You can cancel your order as long as it has not been fully processed or dispatched. You will need to place a new order if you want to add products to your delivery. To change your details or cancel it completely, please contact our Online Customer Services team on 01775 722249 from Monday to Friday, between 9am and 8pm, or on Saturday and Sunday between 9am and 5pm. Or email the Online Customer Services Team. Please be ready to quote your order number from your confirmation email. If an order cannot be cancelled you can return the order once delivered free of charge.

Can somebody else collect my click and collect order?

Yes they can, providing they have a copy of your order confirmation with them at the time of collection and some Photo ID to say who they are collecting the order for.

Can i pick up in store ?

Yes you can! Order before 4pm, Monday to Friday and collect in store within 2 working days. Orders placed between 4pm on Friday and 4pm on Monday will be delivered within 2 working days. Click and Collect orders that come to £10.00 or over delivery is free unless terms and conditions of certain items states otherwise.

You will receive an email when your order has been dispatched from the warehouse and a second email to advise when your order has been delivered to store and is ready for collection.