We have attempted to answer the most common questions in this section. Should you have some questions that remain unanswered, please contact us, so we may be of service to you :-)
Contact usTel: +45 78 77 21 77
Placement of orders
All orders must be placed online through the website, it is not possible place orders by phone.
Can I change my order?
We can change or remove items from your order, as long as it has not yet been dispatched from our warehouse. As soon as your order has been processed, you will receive an email confirmation.
Unfortunately, it is not possible to add to your order, because we are not allowed to increase the amount we draw from your account after you use your credit card on our site. However, you are always welcome to call us, and have your original order deleted and then place a new order including the new items. It probably sounds more fussy than it really is, give us a call and we will sort you out ☺ Tel.: +45 78 77 21 77
Can you merge two orders?
Off course we can, however, you need to give us a call (+45 78 77 21 77) if not we will have already packed your orders individually before we read your mail.
Is it possible to order a specific dye lot?
Please name the dye lot in the comment section below your order. Naturally, we cannot guarantee that we have it, but we will do everything in our power to find it for you!
Has my order been shipped yet?
As soon as you order has been processed, we will send you an email. So if you haven’t received our message, your package has not yet been dispatched.
Where is my parcel?
If you have requested home delivery, that is where your parcel will be delivered. If you have requested pick up at a collection site, that is where your parcel will be delivered. Unfortunately, we have had instances where the mail services have neglected to scan the package at arrival, which makes it seem like your parcel has been laying around a distribution centre for days (even if in reality the parcel is ready for pick up). What you need to do is check at your local collection site or call the mail services at tel. +45 78 77 21 77 to enquire further. Remember to have your tracking number ready. You will find the tracking number in our message confirming dispatch of your order.
Has my order been placed?
You will receive an order confirmation at the email address, you have stated, almost immediately after you have approved your purchase.
The purchase did not go through, but a reservation has still been made on my bank account?
On rare occasions, there may be a reservation on your bank account, if an error occurred during payment. In this case, the reserved amount will be released within 1-5 bank days.
Can I get a discount code?
By following us on social media like Facebook and Instagram, you will always be first in line to get our discounts and special offers. We also recommend that you sign up for our newsletter, so you won’t miss out on anything.
Can I place orders by phone?
No, sadly you need to order on our website. It is the safest way for you, not having to give your credit card information over the phone.
Our normal time of delivery is 4-10 working days (within Europe), and 7 to 10 working days outside Europe. It starts at the moment your order is dispatched from our warehouse. In peak demands, a few extra days may be added. You will receive an email message from us when your order has been dispatched :-)
Where is my order?
You can always track your parcel by clicking on the link we sent you. You will find the link in the email confirming the dispatch of your order. Otherwise, please contact our customer support team if you have not received your tracking email.
My parcel is ready for pick up, but I was not notified?
If you can tell from the track and trace link we sent you at dispatch, that the parcel is ready for pick up, you can go to the collection site with a valid ID and get your package. You don’t have to wait for a tracking number or mail/text message from the mail services.
Why do I need to pay when I obtained free delivery?
Our free delivery offer is only valid for pick up at collection sites. If you choose home delivery, you will always need to pay delivery costs.
Can you send me an order confirmation?
If you did not receive an order confirmation shortly after placing your order, it may mean that there is a mistake on your order. It could also be that you have entered the wrong email address. Please contact us so we can help you.
Something is missing from my order?
Regrettably, mistakes can happen at the warehouse. Naturally, you are entitled to all the items you have ordered - please contact our customer support team, and we will do everything to correct the mistake!
I have regretted my purchase?
You have a statutory cancellation right within 14 days beginning with the day you receive your order and further 14 days to return the items.
At Hobbii.com we have chosen not to have an expiry date. We will gladly refund the items even if you made the purchase 1 year ago! This means that you as a customer can return your order when you want. The items that are returned must, of course, be in good condition, free of odor and any other damage that may render the product unsellable.
Please note: If you would like to suddenly cancel your order, please contact our customer support team to ask if this is possible. If the order has not been processed for shipment, then we will be able to cancel it for you. Otherwise, if it is already processed, then you must return that package back yourself in order to receive a refund for the order.
The warranty covers items that are faulty as per statutory consumer legislation. Should you want to claim a faulty item, you must contact us as soon as possible after discovering the fault. Claims made within two months of discovering the fault are considered timely as a rule. As a consumer, you have 3 years warranty.
Obviously, we cover all costs in the case of accepted claims.
When will you refund my return?
If may take some days for the mail services to deliver your package to us, and some days further for us to process your return. After that, our bank will process the transfer back to you. All of which makes the usual turnaround about 2-3 weeks. PLEASE REMEMBER to enclose a note stating what you request when you make a return.
We always attempt to make a refund to the credit card you used to make your original purchase, but in certain circumstances, we may request an account number for which to make the transfer.
Do you accept all returns?
We accept all returns as long as the items are in good condition. Items with odor and broken packaging are not considered in good condition and are therefore not accepted.
Does it cost anything to make a return?
You must cover the return costs yourself, unless it is our fault that you are making the return, in that case, we will obviously cover all costs.
How do I make a return?
Simply return the parcel to our address and enclose your request. Would you like to have your money back, a voucher, or replacement products? We are here for you ☺