Returns & Claims

30-day returns & exchanges

Changed your mind, need another size, or received something that isn't quite right? Our online portal guides you through everything in about two minutes.

Open the returns portal

Have your order number and the email you used at checkout ready.

30 days to decide

From the day your order arrives.

Refund or exchange

Choose the option that works best for you.

GLS return label

Create it in the portal and drop off your parcel nearby.

What would you like to do?

One portal handles returns, exchanges and claims from start to finish.

Return an item

Return eligible items within 30 days for a refund to your original payment method.

Refund to your original payment method

Exchange an item

Choose another size or colour of the same product. We'll show availability and the exact balance as you go.

Subject to availability

Report a problem

Is something damaged, faulty, incorrect or missing? Add photos and we'll help you resolve it. Please don't send anything back yet.

Photos help us review your claim faster

Choose your return method

Set up your return in just a few clicks.

GLS return label

Create your GLS return label in the portal, print it, attach it to the parcel and take it to a nearby GLS ParcelShop. There's no address to copy or form to complete by hand.

If a return-label charge applies, we'll show the exact amount before you submit and deduct it from your refund. You won't pay anything at the ParcelShop.

The portal shows the exact return method, address and any charge before you submit.

Created in the portal

Good to know

What condition do items need to be in?

Return items unused and in their original condition, with all accessories, documents and free gifts. The original packaging is not required, but pack the parcel securely so it is protected in transit. We may reduce a refund if an item shows wear beyond what is needed to inspect it.

Are any items non-returnable?

Made-to-order pieces, such as a Hobby Horse made from your photo, and personalised items are created just for you and cannot be returned unless they arrive faulty. Gift cards and vouchers are also non-returnable. All other eligible items follow our 30-day return policy.

Who pays for exchange shipping?

We cover delivery of the first replacement from an order. Your return method may still have a charge, which the portal shows before you submit. You pay delivery for any further replacements from the same order.

When will I get my refund?

We process your refund after your parcel arrives and the items are checked. We'll email you when it's complete. Your bank or payment provider may then need a few business days to show the funds.

Should I send a damaged item back straight away?

No. Open a claim with photos first and wait for our instructions. Sending the item back before we review it usually slows the process down. If we confirm the fault, we'll cover the return.

What if I cannot find my order?

Check that you entered the order number and the same email address used at checkout. If it still doesn't work, email info@hobby-horse.com and we'll help.

Looking for the legal details? See our Refund policy for your statutory rights, including the EU right of withdrawal.

Still not sure?

The portal will guide you step by step. If you need personal help, email info@hobby-horse.com.