I bought a needle punch coaster kit for my 8 yr-old granddaughter. It arrived quickly, and looked as described, but there wasn’t even enough of one of the wool colours to finish the first coaster, so... See more
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Only gave 1 as there wasn’t the option of 0. Gives the impression of being British - is definitely in China. Ordered two felt craft kits to give as gifts. Product arrived too late. Packaging looked... See more
I placed an order for three needlecraft items, but after waiting nearly a month for delivery, only two items arrived. The website led me to believe this was a UK-based company, but it isn’t, which exp... See more
Company replied
2.2
Poor
169 reviews
Replied to 70% of negative reviews
Typically replies within 2 weeks
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See how their reviews and ratings are sourced, scored, and moderated.
Poor quality product, appalling customer service
Only gave 1 as there wasn’t the option of 0. Gives the impression of being British - is definitely in China. Ordered two felt craft kits to give as gifts. Product arrived too late. Packaging looked cheap and poor quality, definitely not good enough to give as a gift.
Emailed the company asking for full refund as per their website offer. Frequent emails over a period of two months starting with a refund of £4, then £7 then £11. Had paid £40 for the two. Wholly inadequate, gave up in the end. I would not recommend using this company ever.
I appreciate it is my fault for rushing my purchase and not researching the company properly.
December 1, 2025
Unprompted review
Second report from me still no refund…
Second report from me still no refund or return label now offered me to order something from them as compensation!!!! Why would I do that x DO NOT BUY ANYTHING PLEASE
March 14, 2026
Unprompted review
No order and no refund
Another month has passed since my last review. Still my order has not arrived and no refund although it was promised several times. They have asked me to remove my review which I will not do until I get my refund.
This is disgusting! DO NOT ORDER FROM THIS COMPANY UNLESS YOU HAVE MONEY TO GIVE AWAY
March 28, 2026
Unprompted review
Shocking customer service
Shocking customer service, poor product, very long delivery as it comes from China which is not stated. Avoid
March 26, 2026
Unprompted review
The embroidery book fabric like sail-cloth
The embroidery book looked like linen and was advertised as linen but it was more like sail-cloth, plastic "fabric", horrid. So far from linen as you can get.
Can I do no stars?
December 19, 2025
Unprompted review
Reply from Hobbyart
Dear Claire Beadnell,
Thank you for sharing your feedback, though I'm genuinely sorry to hear that your experience has been so disappointing. What you've described—receiving a product advertised as linen that feels more like sailcloth or plastic—is simply not acceptable, and I completely understand your frustration. You deserve to receive exactly what was promised.
Please accept our sincere apologies for this significant misrepresentation. The quality and authenticity of our materials are important, and it's clear we have failed to meet your expectations—and our own standards—in this instance.
Regarding your question about star ratings: we understand your sentiment completely. While Trustpilot's system doesn't allow for zero stars, your honest feedback is invaluable and will be treated with the seriousness it deserves.
We would like to make this right. Please email our support team directly at support@hobbyart.uk with your order number. We will prioritise your case and arrange a full refund, as well as cover any return postage costs if you wish to send the item back. Alternatively, if you'd prefer a replacement with a different product, we would be happy to help with that instead.
Your feedback also helps us improve our product descriptions and quality control, and we are grateful for you bringing this to our attention. We hope to have the opportunity to restore your trust in HobbyArt.
Kind regards,
The HobbyArt Team
I am really happy with the products i…
I am really happy with the products i have received. Although it took them 5 weeks to reach my place but the wait was worrth it. I read a lot of negative comments here about hobbyart and their customer service but i cant say anything bad. I send them 2 emails and i received the reply in 24h.
The only issue i have is how long i had to wait for my products.
March 9, 2026
Unprompted review
If i could give zero stars i would
If i could give zero stars i would. They masquerade as a UK based company but are in fact based in China. Seems more like a scam tbh, they just delay and delay the order and in the end, i feel they hope you’ll give up without a resolution. Annoyed I didn’t check TrustPilot first!
March 2, 2026
Unprompted review
Reply from Hobbyart
Dear Mr P,
Thank you for sharing your honest feedback. I'm genuinely sorry to read that your experience has left you feeling this way—frustrated, disappointed, and questioning the legitimacy of HobbyArt. That is absolutely not the impression we want any customer to have, and I apologise sincerely for the frustration caused by the delays and lack of clarity.
Regarding our company location:
I want to assure you that HobbyArt is a registered UK business with UK-based customer support. Like many companies, we work with international production partners to offer our products at accessible prices. However, I completely understand that this may not have been clear to you at the time of ordering, and for that we apologise. Your feedback will help us improve how we communicate this to customers.
Regarding the delays:
I am sorry that your order was delayed. We never intend to prolong issues in the hope that customers give up—our goal is always to resolve things fairly and promptly. If that hasn't been your experience, we have failed in our commitment, and I apologise for that.
We would like to make this right:
Please email us directly at support@hobbyart.uk with your order number. Once we have your details, we will prioritise your case and work with you to find a fair resolution—whether that means a full refund, a replacement, or another solution that works for you.
We truly value your feedback, and we hope you'll give us the opportunity to restore your trust.
Kind regards,
The HobbyArt Team
Still yet to receive my order and it's…
Still yet to receive my order and it's been several weeks. Represents itself like it's a UK company but doesn't appear to be the case. Very misleading.
February 14, 2026
Unprompted review
Reply from Hobbyart
Dear Ellen,
Thank you for taking the time to share your feedback, and I'm truly sorry to hear that you haven't received your order after several weeks. I completely understand your frustration and disappointment—waiting this long with no resolution is not the experience we want any of our customers to have. Please accept my sincere apologies.
Regarding our company location:
I want to assure you that HobbyArt is a registered UK business with UK-based customer support. Like many companies, we work with international production partners to offer our products at accessible prices, which can sometimes lead to longer shipping times. However, I completely understand your concern that this may not have been clearly communicated. Your feedback is invaluable, and we will review how we present this information to ensure greater transparency going forward.
We would like to resolve this for you:
To help us investigate your order and provide a solution—whether that means tracking your delivery, arranging a replacement, or processing a full refund—please email our support team directly at support@hobbyart.uk with your order number. Once we receive your details, we will prioritise your case and work with you to make things right.
We truly value your honesty and hope to have the opportunity to restore your trust in HobbyArt.
Kind regards,
The HobbyArt Team
Shocking
Shocking! No response to queries at all. Happy to take your money though! My order should have arrived well over 2 weeks ago but tracking states not dispatched!
Just read they claim to be a UK company… evidently not! I will research before ordering anything online again!
February 14, 2026
Unprompted review
Reply from Hobbyart
Dear HurstyJ,
Thank you for sharing your feedback, and I am truly sorry to read about your experience. What you describe—no response to your queries, your order not being dispatched after over two weeks, and feeling misled about our company—is completely unacceptable, and I sincerely apologise for the frustration and disappointment this has caused.
This is not the level of service we aim to provide. You should never have to chase updates or feel ignored after placing an order. We take your concerns very seriously.
We would like to resolve this for you immediately. Please email our support team directly at support@hobbyart.uk with your order number. Once we receive your details, we will prioritise your case, investigate why your order has not been dispatched, and provide you with a clear resolution—whether that means arranging express delivery or processing a full refund, whichever you prefer.
Your feedback is invaluable in helping us improve, and we are committed to doing better. We hope you will give us the opportunity to make things right.
Kind regards,
The HobbyArt Team
Terrible, item has never arrived and no response to my 5 emails
I placed an order on the 6th feb and delivery stated by the 18th feb, this has never arrived, i have contacted several times with no reponse and i have paid in full for my item, noone has contacted me with any up-dates regarding my order it is so frustrating, this was a gift for the 22nd feb for a birthday. I wont be buying from this company again it seems to take your money and doesnt provide any updates and their customer service team do not reply. Also website states hobbyart uk but is shipped from china! Be careful, do not use this company!
February 26, 2026
Unprompted review
Reply from Hobbyart
Dear Lydia Haycock,
Thank you for sharing your experience, and I am truly sorry to read about what has happened with your order. To have your gift not arrive in time for a birthday on the 22nd, to have sent five emails without response, and to feel misled about our company—this is a deeply disappointing experience, and I apologise sincerely on behalf of HobbyArt.
This is not acceptable. You placed your order on the 6th of February with a promised delivery by the 18th, and you have every right to expect that timeline to be honoured. That we failed to deliver, and worse, failed to respond to your repeated attempts to contact us, is simply not the service we aim to provide.
We would like to resolve this for you immediately.
Please email our support team directly at support@hobbyart.uk with your order number. Once we receive your details, we will prioritise your case and provide you with a clear resolution—whether that means a full refund processed without delay, or if you still wish to receive the item, we will arrange for express delivery at no additional cost to you.
Your feedback is invaluable in helping us improve, and we are truly sorry for the stress and frustration this has caused. We hope you will give us the opportunity to make things right.
Kind regards,
The HobbyArt Team
Very dissapointed
Placed and paid for an order which they have acknowledged but have now been waiting weeks for delivery . Was meant to be a birthday present but have missed that now. Very dissapointed and now am unable to get a response from them with regard to the order.
February 10, 2026
Unprompted review
Reply from Hobbyart
Dear Denise Watson,
Thank you for sharing your experience, and I am truly sorry to read about your disappointment. To have an order acknowledged, wait weeks for delivery, and then miss a birthday present completely—all while being unable to get a response from us—is incredibly frustrating, and I apologise sincerely on behalf of HobbyArt.
This is not the experience you should have had. You placed your order in good time for a special occasion, and we failed to deliver on our promise. Worse still, your attempts to reach us have gone unanswered, leaving you stressed and disappointed. That is simply not acceptable.
We would like to resolve this for you immediately.
Please email our support team directly at support@hobbyart.uk with your order number. As soon as we receive your details, we will prioritise your case and provide you with a clear resolution—whether that means processing a full refund without delay or, if you still wish to receive the item, arranging for express delivery at no additional cost to you.
We are also reviewing our customer service processes to ensure that no customer is left waiting for a response like this again. Your feedback is invaluable in helping us improve, and we are grateful for your honesty.
Please accept our deepest apologies for the stress and frustration this has caused. We hope you will give us the opportunity to make things right.
Kind regards,
The HobbyArt Team
Items not of good quality and packaging…
Items not of good quality and packaging not nice - not suitable for gifting.
Trying to return and went back and forth 5 times where company offering small portion refund. When I rejected these and pushed for full return/refund, I stopped getting responses. Scam
March 15th Update - After several more rounds of back and forth, I was offered full refund less return cost even though the site advertises free returns or to keep the item for the the same amount (price less return cost). I cut my losses and just accepted the amount which did arrive in my account a little over a week later.
February 10, 2026
Unprompted review
Reply from Hobbyart
Dear Poppy B,
Thank you for sharing your experience, and I am truly sorry to read about what has happened with your order and return attempt. What you describe—receiving items of poor quality with unsuitable packaging, being offered only partial refunds after five separate exchanges, and then being ignored when you pushed for a full return—is completely unacceptable. I apologise sincerely on behalf of HobbyArt.
This is not how we should treat our customers. You have every right to expect products suitable for gifting and a straightforward return process when they are not. Instead, you were met with repeated bargaining and, ultimately, silence. That is simply not the service we aim to provide.
We would like to resolve this for you immediately.
Regardless of how many emails have been exchanged, you are entitled to a full refund. Please email our support team directly at support@hobbyart.uk with your order number. As soon as we receive your details, we will prioritise your case and process a full refund without delay. You do not need to return the items, or if you prefer, we can provide a free returns label—whichever you are more comfortable with.
Your feedback is invaluable in helping us improve our quality control and customer service processes. We are truly sorry for the stress and frustration this has caused, and we hope you will give us the opportunity to make things right.
Kind regards,
The HobbyArt Team
Order never sent
My order has not arrived, and there is no tracking available for me, and there is no way at all to communicate with the seller. Beware from purchasing - my money is down the drain and no way to get it back! Clearly not a Uk company, and customers are being lied to.
February 16, 2026
Unprompted review
Slow start to communication, but made up for it.
I had initially given Hobbyart a 1 star review for lack of communication, and they have since contacted me, which I am grateful for. Their communication was initially slow, but there has been prolific contact since. I will consider using them in the future as they do have a wide range of well-reviewed, quality (as far as I can discern) cross stitch kits. I will then, based on my future experience, update this review.
February 7, 2026
Unprompted review
Reply from Hobbyart
Dear Debra-Leigh Stratton,
Thank you for sharing your experience with us on Trustpilot. We are truly sorry to hear that you have not received any communication regarding your order and that your emails have gone unanswered so far. We completely understand your frustration and disappointment—this is not the level of service we aim to provide.
We have recently experienced a higher than usual volume of customer inquiries, which has unfortunately led to longer response times. Please rest assured that your emails are important to us, and we are working hard to respond to every customer as quickly as possible.
To help us locate your order and provide you with an immediate update, could you please contact us directly at support@hobbyart.uk with your order number? Once we have your details, we will prioritise your case and provide you with clear information about your delivery status.
We truly value your business and hope to resolve this matter promptly. Thank you for giving us the opportunity to make things right.
Kind regards,
The HobbyArt Team
Love it
I ordered a custom cross stitch kit and I have been really enjoying working on it during these long winter evenings. I got a 11ct, 40x50 so the details in the photo can be seen well on the tapestry. Hobbyart delivered the kit quickly without any issues. The cotton thread colours are delightful, and better quality than some competitors. The stamped fabric is good quality and helpful. Now I am looking to start another project and for sure will be ordering from Hobbyart.
February 6, 2026
Unprompted review
Wish I’d read the other reviews
Wish I’d read the other reviews! Poor quality, shipped from China despite looking like a UK company. Item not as pictured. And forget the no quibble refund policy.
I am now on my fifth offer of a partial (4/5 of the purchase price) refund. I accepted this one to cut my losses. The company then came back and said I had to take down the above review before they would pay the refund. As it is still a reflection of my experience, I have refused to do so.
I have heard nothing since so they have all my money and are refusing to allow me to return the item. A scam.
January 30, 2026
Unprompted review
Reply from Hobbyart
Dear Sue Morgan,
Thank you for taking the time to share your feedback on Trustpilot. We sincerely apologize for the disappointment you experienced with the quality of your order and the confusion regarding our company's location. We deeply regret that our product did not meet the expectations set by our website imagery and that our refund policy did not provide the straightforward resolution we aim for.
We take your concerns very seriously and are committed to addressing them promptly. To help us investigate your specific case and ensure a proper resolution, we kindly ask you to contact our support team directly at support@hobbyart.uk with your order details. This will allow us to look into the issues you mentioned and work towards a fair outcome for you.
We are actively reviewing our product sourcing, communication transparency, and refund processes to improve the overall customer experience. Your feedback is invaluable in helping us make these necessary improvements, and we hope to have the opportunity to restore your trust in the future.
Kind regards,
The HobbyArt Team
Do not buy from this site.
Do not buy from this site.! They are impossible to get hold of and give no date of posting or acknowledgement . E mails are not answered and from other reviews the products are cheap inferior and nasty
January 19, 2026
Unprompted review
Reply from Hobbyart
Dear Cathy Albion,
Thank you for sharing your feedback on Trustpilot. We sincerely apologize for the frustration you have experienced in trying to contact us and for any delays or lack of communication regarding your order. We deeply regret that we have not met your expectations in terms of service responsiveness and product quality.
We take your concerns very seriously and are committed to improving our customer support and communication processes. To help us investigate and address your specific issues, we kindly ask you to contact our support team directly at support@hobbyart.uk with your order details. This will allow us to locate your case promptly and provide a thorough response to your inquiries.
We are actively working to enhance our customer service efficiency and product quality control to ensure a better experience for all our customers. Your feedback is invaluable in helping us make these improvements, and we hope to have the opportunity to restore your trust in the future.
Kind regards,
The HobbyArt Team
Poor quality and overpriced drop shipping.
Like many others, I was duped by a nice looking website.
Product took long time to arrive, was in another random box that was crushed and damaged. Wrapper had product code that when searched takes you straight to AliExpress website with EXACT same product for £4 rather than £30 (I paid £20 with some “discount”).
Website promised a no quibble returns process which is not the case. They were desperate not to return the item (presumably because it is just drop shipped). After multiple email exchanges with gradually increasing amounts of discount, I settled for an £18 refund and cut my losses. I have received the refund.
Essentially, the website and my experience is that if misrepresentation. I wish I had searched reviews, but was in a rush at the time.
December 15, 2025
Unprompted review
Reply from Hobbyart
Dear Dan,
Thank you for taking the time to share your detailed feedback. We sincerely apologize for the disappointment and frustration you experienced with your order. We deeply regret that the product quality, delivery condition, and the overall value did not meet your expectations, and we understand your concerns regarding transparency in our pricing and returns process.
We take your comments seriously and are committed to addressing the issues you raised. While we appreciate that you have already received a partial refund, we would like to further investigate your experience to understand how we can improve. If you are open to it, please contact our support team at support@hobbyart.uk with your order details so we can look into this case more thoroughly.
We are actively reviewing our product sourcing, pricing transparency, and returns policy to ensure a more honest and reliable experience for our customers. Your feedback is crucial in helping us make these improvements, and we hope to rebuild trust with you and others in the future.
Kind regards,
The HobbyArt Team
Cheap Chinese rubbish. Scam
On site it shows needle work book with stitches done to show how each stitch is done. Was not aware this was a Chinese company, as I would not have ordered it. Took ages to come and when finally arrived it was just cheap blurry printed stitches and not a sampler as advertised. Totally unusable cheap rubbish. Threw in bin. Do not order from this site which pretends to be a UK company
January 24, 2026
Unprompted review
Reply from Hobbyart
Dear Ms. Geraldine Coles,
Thank you for taking the time to share your feedback on Trustpilot. We sincerely apologize for the significant disappointment you experienced with the needlework book you received. We deeply regret that the product did not meet the quality standards you expected, and we understand your frustration regarding the delivery time and the clarity of our company’s location.
We take your concerns very seriously and are committed to addressing this issue promptly. To help us investigate further and provide an appropriate resolution, we kindly ask you to contact our support team directly at support@hobbyart.uk with your order details. This will allow us to look into the specific problems you mentioned and ensure that your complaint is handled fairly.
We are actively reviewing our product descriptions, imagery, and shipping information to ensure greater transparency and accuracy for our customers. Your feedback is invaluable in helping us improve, and we hope to have the opportunity to restore your trust in the future.
Kind regards,
The HobbyArt Team
Full refund, no quibble - what a joke!
Like many others commenting on HobbyArt, we too are being continually fobbed off. Their website says we can get a full refund with no quibble yet they offered £3 initially, then £6, £9 and now £12 for an item that cost £20. How is this no quibble? They are saying they have had to pay for shipping fees which isn't our problem!
HobbyArt - sort it out and pay the full refund please!
January 22, 2026
Unprompted review
Reply from Hobbyart
Dear ACrane,
Thank you for sharing your experience on Trustpilot. We sincerely apologize for the frustration caused during your refund process, especially regarding the discrepancy between our stated "no quibble" policy and the offers you received. We understand how this can be disappointing and confusing, and we regret any inconvenience it has caused.
We take your feedback seriously and are committed to reviewing this case to ensure it is resolved appropriately. To help us address this promptly and provide the correct refund in line with our policy, we kindly ask you to contact our support team directly at support@hobbyart.uk with your order details. This will allow us to investigate further and take necessary action.
We are also reviewing our internal procedures to ensure our refund policy is applied consistently and transparently for all customers. We value your input and hope to have the opportunity to make this right for you.
Please reach out to us so we can assist you with a satisfactory resolution.
Kind regards,
The HobbyArt Team
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