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Customer Service

Customer Services

Via email: Complete our online form - We aim to reply to emails within 2-3 working days, however, at busier times of the year this will be higher.

By phone: on 0844 880 5852. Our opening hours are Monday – Friday 9am-5pm. - Calls to our customer services centre cost just 5p per minute from a BT landline, mobile providers and other networks may vary (Calls may be recorded for training or quality purposes)

By Post: - Please write to us at: Stitch Craft Create Customer Services, Brunel House, Newton Abbot, Devon TQ12 4PU.

Frequently Asked Questions

I want to pay my account online, how do I do this?

We are in the process of adding the functionality to make online payments to our look new website, so you will be able to do this soon. In the meantime, to make your payment you can phone our Order Line on 0844 880 5851 , or post it to Stitch Craft Create Customer Services, Brunel House, Newton Abbot, Devon TQ12 4PU. We are sorry for any inconvenience this may cause you.

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I’ve forgotten my password, how can I find it?

If your password is not being accepted, please check that you are keying in your email address and password correctly. Please make sure you are using the same email address that you registered with us, otherwise our system won't recognise you. If you are sure your details are correct but still cannot login then you will have to reset your password. Simply click on the forgotten password link on the Login page. We will send you an email that will show you how to reset your password. If after all this you are still having problems then please contact our customer services team

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I’m worried about internet security, is it safe to buy from you online?

We comply with all the latest security legislation and can guarantee that all online purchases are secure. We use the strongest commercially available encryption, 128-bit Secure Socket Layers (SSL). We have been looking after our Book Club customers for many years and this attention to customer services and security continues with this site. To give you even more confidence in shopping online with us, we have introduced Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you shop with us.

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Can I order by phone?

Yes. You can order through our orderline 0844 880 5851.

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I have an offer code, how do I use it?

Shop as usual on the website and then proceed to your basket. Add your code to the Promo Code box and hit Submit. After entering in the code, your order value will be automatically updated with the offer. If you are still having problems, you may want to check the offer is still valid. Offers do have terms and conditions and may run for specific times or be for specific products. If you’ve checked this then please get in touch with us.

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I would like to order for a friend and get it sent to their address. How do I do this?

This is no problem. Within your My Account page you can click on My Address Book and add as many alternative addresses as you wish. You can arrange for items to be delivered to any address you wish. Alternatively, you can enter an alternative address in the checkout process.

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What do I do if I’m not happy with an item I’ve purchased?

If you are unhappy with an item you can return it for a full refund within 30 days of purchase. Click here for our 30-day returns policy.

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How will you let me know that my order has been processed?

Once your order has been processed we will send you a confirmation email to your registered email address (this will come from thehobbywarehouse@ruonline.co.uk). It will hold your individual order code that you can quote to us if your need to discuss your order.

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I live abroad and would love to order a product – will you post to me?

If you are happy to pay for the postage charge, then we are happy to post it to you. There will be an additional postage charge for all overseas, BFPO and non-mainland UK orders which will be calculated when you place your order.

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My order has arrived damaged, what do I do?

Please click here for our returns policy.

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Is there limited stock available?

Yes, because most of the products on this site are clearance or end of line items, orders are taken on a first come first serve basis.

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Why are the prices so competitive?

OuWe do our utmost to buy at the most competitive prices and pass on these savings to our customers.

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What other great sites for the hobbyists do you offer?

Stitch Craft Create.co.uk brings the latest, exclusive craft products to provide inspiration to our customers. Our aim is to offer competitive prices across our range, on individual items and through our great value product bundles.