FAQ's

DELIVERY

What are my delivery options?

Hoopers Gift Cards will arrive in 1-2 business days with Royal Mail Special Delivery Guaranteed™. All other orders will arrive in 3-5 business days with Parcelforce. The cost is £5.00

For more details, please visit our Delivery page.

Do I need to sign for my order?

To ensure you or the intended recipient successfully receives the parcel our couriers do require a signature, although due to COVID-19, most couriers now have alternative ways of documenting the arrival of your parcel.

What happens if I’m not in to receive my delivery?

If no one is available to sign for the delivery, a calling card will be left for you to make contact with the courier, who will give you further options such as rearranging a delivery or collecting from them.

How can I track my order?

For gift cards, you will receive a tracking number in your confirmation e-mail.

For all other parcels, please use our online contact form quoting your order number.

Where do you deliver?

We deliver orders throughout the UK, including the Scottish Highlands and Islands, Channel Islands, Isle of Man, Isle of Wight, Northern Ireland and the Republic of Ireland.

We are only able to deliver to addresses within the UK.

Can I add a different delivery address to my order?

Yes, you can have your order delivered to an address in the UK that is different to your billing address.

Can I collect my order from a Hoopers store?

Yes, you can collect your purchased items from a Hoopers store. During the checkout process, make sure to select the 'Pick Up' option, and choose the store you wish to collect from. For more information about our Click and Collect service, please see the relevant section in our FAQs.

CLICK & COLLECT

Which stores offer Click & Collect?

You can collect your order from any of our four Hoopers stores.

Where in the store can I collect my order?

For our Harrogate and Tunbridge Wells stores, you may collect your order from the Customer Services desk.

For our Torquay and Wilmslow stores, please ask at any till point.

When will my order be ready to collect?

Your order should be ready to collect within 3-5 business days. We will e-mail you as soon as your order is ready for collection.

When will my card be charged?

Payment is taken at the time the order is placed.

What do I need to bring to collect my order?

You may display your order confirmation email containing your order number on a smartphone, laptop or tablet device. Alternatively, please print out your confirmation e-mail with your order number and bring with you to the store. You may be asked to show photo ID before you can collect your parcel.

Can I cancel or return my order?

Please visit our Exchanges & Returns page for details on how to return your items.

EXCHANGES & RETURNS

How do I return my products that I bought in store or online?

Please visit our Exchanges & Returns page for details on how to return your items.

Can I change or cancel my online order after it’s been placed?

To discuss the status of your order, please use our online contact form, quoting your order number.

My online order is damaged - what should I do?

Please check your order as soon as you receive it. If any of the items are damaged, please use our online contact form, quoting your order number and the item(s) that have been damaged.

How long will it take to receive a refund in store or online?

Refunds are normally processed the same day the item(s) arrive back with us, but will most likely take 2-3 business days to reach your account depending on your bank.

Please note only the person who originally placed the order can request a refund, and that it can only be processed via the original payment method.

Can I exchange an order?

Please use our online contact form to discuss your request, quoting your order number and the item(s) you wish to exchange. Unfortunately we cannot guarantee we are able to exchange every order.

SHOPPING ONLINE AT HOOPERS & YOUR ORDER

How do I make a purchase on your website?

If you’re looking for a specific product or brand, you can use the search bar, or navigate by a chosen brand or category.

For items you would like to purchase, click the Add to Bag button. You can review the items in your bag by clicking on the green Hoopers bag at the top of every page. You will have the option to change the quantity or remove the product if you have changed your mind.

Click Checkout to complete your order. You can select your delivery and payment options at this point, including entering your Hoopers Account and Hoopers Loyalty Card details.

How do I know that I have successfully placed an order?

We will send you an e-mail confirming that your order has been placed, and provide you with your order number, which you will need, should you contact us to discuss any aspect of your order.

Can I cancel or change my order?

Please use our online contact form should you wish to cancel or change your order.

What payment options do you accept?

We accept the following payment methods:
Hoopers Account Card
Visa
Visa Debit
Visa Electron
MasterCard
Maestro
PayPal

When will I be charged for my order?

Payment will be taken at the time the order is placed.

Can I place my online order by telephone?

Unfortunately not, however, each Hoopers store has a telephone mail order arrangement in place and will be able to assist.

Harrogate: 01423 504091
Torquay: 01803 212754
Tunbridge Wells: 01892 530222
Wilmslow: 01625 525381

HOOPERS GIFT CARDS

What can I buy with a Hoopers Gift Card?

Hoopers Gift Cards may be used in full or part payment for products or services at any Hoopers store.

Please note a Hoopers Gift Card cannot be used to make payment against a Hoopers Customer Account or for online purchases.

Where can I buy a Hoopers Gift Card?

Hoopers Gift Cards can be purchased in store from any till point or online by clicking here. Gift cards purchased in store may have any value placed on them from £5 and above, while gift cards purchased online can be purchased in several denominations from £5 to £250.

Please note Hoopers Loyalty points cannot be earned when purchasing a Hoopers Gift Card.

When will the Hoopers Gift Card be delivered?

Hoopers Gift Cards ordered online will be sent with Royal Mail Special Delivery Guaranteed™, and should arrive within 1-2 business days. Please note it will need to be signed for when delivered.

You will receive a tracking number in your confirmation e-mail.

Can a Hoopers Gift Card be delivered to somebody else?

Yes, a Hoopers Gift Card can be delivered to a different person, as long as their delivery address is in the UK.

Where can I spend a Hoopers Gift Card?

Hoopers Gift Cards can be spent in any one of our four stores.

How can I check my Hoopers Gift Card balance?

You can present your Hoopers Gift Card in store at any till point, phone any Hoopers store or use our online contact form. Please note we need to know your Hoopers Gift Card number in order to assist.

Do Hoopers Gift Cards expire?

Hoopers Gift Cards will expire with any remaining balance cancelled after 18 consecutive months from date of purchase.

Can I exchange my Hoopers Gift Card for cash?

No, a Hoopers Gift Card is not exchangeable for cash.

What if I lose my Hoopers Gift Card?

Unfortunately we cannot replace Hoopers Gift Cards if they are lost, damaged or stolen.

HOOPERS LOYALTY

How can I sign up to Hoopers Loyalty?

You can collect a form in store from any till point, which will contain your Loyalty card and instructions for registering.

How can I register my Hoopers Loyalty card?

Registration instructions for Hoopers Loyalty can be found by clicking here.

Can I earn and redeem points before the Loyalty card is registered?

Points can be accrued immediately but the Loyalty card must be registered and activated before points can be redeemed.

How do you award Loyalty points?

Points are awarded for every complete £1 spent on all qualifying purchases.

What can I earn Loyalty points on?

You can earn Loyalty points on qualifying purchases made in store and online at Hoopers. Postage stamps, Hoopers Gift Cards, financial services and any non-participating departments are excluded.

How can I earn points on my online purchases?

Yes, when shopping online, please make sure that you enter your Loyalty Card number during the checkout process.

What can I redeem my loyalty points on?

Loyalty points can be redeemed in store and online with an associated Hoopers Account Card, on full priced merchandise.

Can I redeem a certain number of loyalty points?

Yes, you have the option of redeeming all available points or a specific number of them at the point of purchase.

What happens to my Loyalty points if I return an item?

If you purchased an item using your Loyalty points then the number of points used for the original purchase will be credited to your Hoopers Loyalty card.

Any Loyalty points earned from a purchased item will be deducted from your Hoopers Loyalty card when returned.

Please note to return an item in store you will require a valid receipt. For more details about returning items, please visit our Exchanges & Returns page.

Are there any other benefits of a Hoopers Loyalty card?

Yes, there are several other benefits, which are detailed on our Loyalty page.

How can I check how many Loyalty points I have on my card?

You can check your Loyalty Card points balance online, ask in store at any till point, or phone your store using the relevant details below:

Harrogate: 01423 504091
Torquay: 01803 212754
Tunbridge Wells: 01892 530222
Wilmslow: 01625 525381

How soon will my points appear after purchase?

Your Hoopers Loyalty points will be registered on our system approximately one hour after your purchase.

Can I still earn points if I forget my Hoopers Loyalty Card when shopping?

Loyalty points can retrospectively be added to your Hoopers Loyalty card up to 28 days after purchase. Please ask in store for details.

What can I do if I lose my Hoopers Loyalty card or it is stolen?

If you lose your card or it is stolen, you must immediately report it to us by phoning our Customer Accounts Department on FREEPHONE 0800 318216.

What are the Hoopers Loyalty Card Terms & Conditions?

For more information about the Hoopers Loyalty Scheme please refer to our Loyalty Card Terms & Conditions page for more information.

HOOPERS ACCOUNT

How do I open a Hoopers Account?

To open a Hoopers Account, please ask a member of staff in store for more detail.

How can I keep track of my Hoopers Account?

Each month we will prepare and send to you a Statement of your Account showing all debits and credits to the Account since your previous statement.

What are my Hoopers Account payment obligations?

You must pay to us within one calendar month of the date shown on your Statement the minimum payment shown on your Statement, although you may pay any larger sum you wish.

The minimum repayment on your Account is £5 or 5% of the total balance outstanding depending on which value is greater.

For further information about your payment obligations, please refer to our Account Card Terms & Conditions page for more information.

What is the Hoopers Account APR?

The APR for payment by direct debit is 24.6% (variable) while the APR for payment by other means is 28.3% (variable).

Are there any other benefits of a Hoopers Account card?

Yes, there are several other benefits, which are detailed on our Account page.

I have a query regarding my Hoopers Account. Who should I speak to?

You can contact our Customer Accounts Department by FREEPHONE 0800 318216 or write to Torquay Finance Office, The Strand, Torquay, Devon TQ1 2DF

What can I do if I lose my Hoopers Account card or it is stolen?

You must immediately notify our Customer Accounts Department either by writing to Torquay Finance Office, The Strand, Torquay, Devon TQ1 2DF – telephoning 01803 290690 (confirming any telephone call in writing within seven days) quoting your Account number.

What are the Hoopers Account Card Terms & Conditions?

Please refer to our Account Card Terms & Conditions page for more information.

HOOPERS PRIVILEGE ACCOUNT

What is the Hoopers Privilege Account?

To discover more about the Hoopers Privilege Account and the substantial additional benefits offered over the Hoopers Account Card, please click here.

What are the Hoopers Privilege Account Card Terms & Conditions?

The terms and conditions are the same as those that apply to the Hoopers Account. Please refer to our Account Card Terms & Conditions page for more information.

SHOPPING IN STORE AT HOOPERS

What are your opening hours?

Please visit our opening hours page.

Where can I find a Hoopers store?

Hoopers Harrogate
28 – 32 James Street
Harrogate
North Yorkshire
HG1 1RF

Hoopers Torquay
The Strand
Torquay
Devon
TQ1 2DF

Hoopers Tunbridge Wells
2 – 12 Mount Pleasant Road
Tunbridge Wells
Kent
TN1 1QT

Hoopers Wilmslow
35 Alderley Road
Wilmslow
Cheshire
SK9 1PB

How do I get to Hoopers?

Please visit the relevant store page below for travel advice and details.

Harrogate
Torquay
Tunbridge Wells
Wilmslow

Is there parking available at each Hoopers store?

Please visit the relevant store page below for advice on how to travel to a Hoopers store.