Delivery and Returns

We aim to dispatch orders placed before 1PM (excluding weekends) on the same day. During busy periods, this may not always be achievable. 

We send most of our parcels through Royal Mail. For larger orders, we tend to use Parcelforce. 

From the date of delivery, you have fourteen days to inform us that you intend to make a return. The item must be unopened and in a condition where it can be resold.

Once we have received and inspected your return, we will issue a refund to the card that made the purchase. If you would prefer, we can offer store credit or exchanges. For correctly executed orders, we will not reimburse the return delivery charge.

If you are returning items to us and they get lost or damaged in the post, regrettably, we do not accept any responsibility. Therefore, we would recommend obtaining a proof of postage and considering whether additional insurance is required. 

In the unlikely event that an item arrives to you damaged, you must report this to us within two working days. After this date, we're unable to process any claims. 

Yes, we ship all over the world. At the moment, not all countries have been added to our website. If you cannot place your order online, please email sales@phillipshobbies.co.uk.

Where applicable, you may be charged import duties by your country. These fees can vary depending on the value of your order - Any additional costs are the responsibility of the recipient and are beyond our control. If you have any further questions regarding this, please contact your local customs office.

There are no customs duties to be paid if you live in the European Union. Depending on the outcome of Brexit, this may change. More information can be found on the European Commission website here

It is important that you email sales@phillipshobbies.co.uk as soon as possible. If your order hasn't been dispatched, we will happily change the address. If it has been passed to the carrier, we aren't able to amend delivery details. 

Please note that it is your responsibility to ensure the correct information has been entered at the checkout. Regrettably, if your parcel is undeliverable and isn't returned to us, we cannot issue a refund. 

Payments

For security reasons, we cannot take payments over the telephone. Please accept our apologies for any inconvenience caused. 

Our website is fully SSL encrypted, so your card information and passwords are completely secure and private.

Yes we do! We're proud to offer our amazing emergency services, NHS workers and armed forces a discount. If you're eligible, log in to your Blue Light Card account and find our profile.  

My account

When we updated our website in January 2020, existing customer accounts were not transferred. This means that unfortunately, you will have to create a new account. But not to worry, it's quick and easy!

To reset your password, click here