delivery & returns
COVID-19 Delivery Update
Please note our online orders will continue as normal. Whilst we are doing all we can to minimise disruption, we will strive to deliver within the shipping time frame. However, you may experience delays in receiving your parcel. If you don't receive your order after ten working days from dispatch, please get in touch with us. We will keep you updated with any changes.
1. UK & Ireland
1.1. We offer free Royal Mail Standard Delivery (5-7 working days from the date of dispatch from our warehouse) with orders of £15+. We offer a Royal Mail Tracked 24 (Orders placed Monday - Friday before 1pm) for £4.95 or the free Royal Mail Tracked 24 (Orders placed Monday - Friday before 1pm) with orders £50+.
1.2. Click & Collect. For customers within the UK, you're now able to collect you parcel from a convenient location near you. These locations are made up of newsagents, chemists, dry cleaners and other small retail premises. This service is suitable for those people who might not be at home to wait in for their delivery and need the reassurance that their delivery will rest somewhere convenient and secure until they are able to pick it up. To select your location, simply enter your postcode as you move through the checkout and payment process, and you will be presented with a series of suitable locations. To read more on our solution, follow this link: http://www.thisworks.com/about-click-collect
2. United States
2.1 We offer USPS Ground Shipping (2-6 business days from the date of dispatch from our warehouse) free on all US orders.
2.2. Contact our US customer service team on 855-857-0555 or email@example.com if you have any questions regarding your delivery.
3. International Delivery
3.1. International delivery will usually be via Royal Mail Airmail. Depending on the size and weight of your order, a courier may be used instead, and a signature upon delivery may be required.
3.2. Delivery charges are based on the country we are shipping to and the weight of your order. This will be calculated as you proceed through our checkout.
3.3. Due to the distribution agreement we have in place with Mecca and Harvey Nichols, we are unable to ship directly to Australia and New Zealand. Please buy from these retailers directly. If you wish to order from these countries and send to a UK address then please call us on 0208 543 3544.
3.4. We ship to the following countries: Argentina, Austria, Bahamas, Barbados, Belgium, Bermuda, Brazil, British Virgin Islands, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, India, Indonesia, Ireland, Isle Man, Israel, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, The Netherlands, Norway, Philippines, Poland, Portugal, Romania, Russia, Saint Lucia, Singapore, Slovakia, Slovenia, South Korea, Spain, Switzerland, Thailand, Ukraine, United Arab Emirates and the United Kingdom.
3.5. If you would like your order delivered to China, we are stocked on the following websites: http://www.kaola.com/, http://www.xiji.com/, https://rm.tmall.hk/ as well as the Little Red Book shopping app.
4. UK Delivery Timescales
4.1 Delivery timescales are dependent on the delivery option selected during checkout (detailed in section 1). During November and December, it may take up to ten working days to receive your order via Royal Mail Standard delivery, due to higher postal volumes. Orders placed on Saturdays, Sundays or Bank holidays will not be processed until the next working day.
4.2 If it has been more than ten working days and you have not received your order (UK orders), please contact our customer services by email at firstname.lastname@example.org or on 0208 543 3544.
5. International Delivery Timescales
5.1 All international deliveries take approximately 10-14 business days from the date of shipment from our warehouse to be received.
5.3 During the sale and Christmas period, international delivery shipping times may vary due to higher volumes.
5.4 We cannot guarantee delivery dates for overseas delivery, as they are subject to customs clearance in the destination country.
5.5 We shall not be liable for any delay in delivery of the products howsoever caused, including, but not limited, to force majeure events. These are circumstances beyond our reasonable control (clause 10.6 of our general terms and conditions).
6.1 You may return any product in its original condition for a full refund or exchange within 28 working days of delivery. ‘Original condition’ means that there are no scratches or marks on the product and the ‘products’ packaging has not been opened or damaged.
6.2 Please see clause 3 of our general terms and conditions for more information on returning your ordered Products to us.
6.3 Please enclose the following details with your returned products:
Reason for return/exchange
6.4 For all countries other than the United States, please send your returned products to:
This Works C/O ILG
Unit 25, Gatwick International Distribution Centre
Customers from the United States should send their returned products to:
1090 King Georges Post Road, Suite 505
Edison, NJ, 08837
6.5 For our UK customers we offer a free returns service where you must contact our customer care team to obtain a free returns label. For all other countries you must arrange for - and pay the costs - of returning the products to us. Please ensure that the package is wrapped securely - and for your protection we recommend that you use a recorded delivery services, as we cannot accept liability for goods lost in transit.
6.6 If you are a non-UK customer and are returning a faulty or damaged product(s), we will refund the cost of returning your order provided that you supply us with a delivery receipt.
6.7 Products purchased as a set can only be returned as a complete set, not as individual items.
6.8 Refunds for products given as a gift can only be given to the original purchaser.
6.9 Price Promise: At This Works we pride ourselves on our customer service and strive to set the benchmark high, to ensure that your experience with us is second to none. Therefore, if you find one of our products cheaper elsewhere online, we will be happy to honour that price in line with the terms and conditions set out below.
- Prices will be matched that are current and verifiable at the point of contact. Verification may be requested in the form of a dated photograph, screen shot or web URL if our team are not able to trace the original source.
- This price match cannot be used in conjunction with a This Works discount code nor gift voucher, or will we match a price where a discount code or gift voucher has been used on a 3rd party website.
- We are sorry to say that we cannot honour prices that results in products selling at a loss; i.e. less than our own cost price.
6.10 Money back guarantee: We are really proud of our products and we are confident that you will love them, as we do. However, we appreciate that from time to time this may not be the case. Therefore we offer a 28-day quality guarantee, whereby you may return any product to us for a replacement or full refund. All that we ask is for your original proof of purchase from ThisWorks.com, as we cannot apply this policy to products purchased from third party retailers. This guarantee excludes shipping costs.
6.11 We think this is fair and hope you do to, However, occasionally we have had repeat returns of empty pots every 27 days - and as we hope you can appreciate - such a scenario does make us question the validity of the return. In this instance (and we stress it is rare), we reserve the right to refuse a refund or replacement. When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply. Should anything spring a fault in the first three months, we will, of course, give you your money back.
6.12 We think this is fair and hope you do to, however, occasionally we have had repeat returns of empty pots every 27 days and as we hope you can appreciate such a scenario does make us question the validity of the return. In this instance and we stress it is rare we reserve the right to refuse a refund or replacement.
6.13 When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply. Should anything spring a fault in the first 3 months, we will, of course, give you your money back.
7. UK TO EU DELIVERY
7.1 Following the end of the transition period, UK merchants selling to EU customers will no longer be able to use the simplified procedures that had previously been in place when selling to customers in other member states. The sale of goods from UK merchants to EU customers will after January 1, 2021 be considered exports (the sending of goods from a country or customs union to outside that country or customs union) rather than dispatches (the sending of goods from one EU member state to another).This means that sale of goods from This Works to EU customers will become exports rather than dispatches. After January 1, 2021, import VAT and tariffs might be chargeable when importing or exporting goods between the UK and EU member states meaning that EU customers buying from This Works in the UK might be charged import VAT etc. when buying our products. For all orders placed by EU customers, it’s from January 1, 2021 required that the customer pay any potential import cost such as VAT, duties and clearing fees. Hence, we recommend that you clarify local regulation and chargeable tariffs in advance of placing an order.
This does not affect your Statutory Rights.