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.

Extended Phone Hours
During this busy period we've decided to extend our phone hours. Please call us on 020 8543 3544.

Monday 23rd November - 8.00am to 6.30pm

Black Friday 27th November - 8.00am to 6.30pm

Saturday 28th November - 10.00am to 4pm

Sunday 29th November - 10.00am to 4pm

Cyber Monday 30th November - 8.00am to 6.30pm


Christmas 2020 Delivery Dates

To receive your parcel in time for Christmas please refer to the last shipping dates below.

Country Last Ship Date Shipping Service
United Kingdom Friday 18th December 2020 Royal Mail Standard Delivery (3-7 working days)
United Kingdom Tuesday 22nd December 2020 Royal Mail Tracked 24 (Orders placed Monday - Friday before 1pm)
Europe (excluding France, Germany, Ireland, Spain & The Netherlands) Thursday 17th December 2020 International Shipping
France, Germany, Ireland, Spain & The Netherlands Friday 11th December 2020 3 - 5 working days. EUROPE (Deutsche Post)
Canada Friday 11th December 2020 5 - 10 working days. Delivery Duty Paid.
Rest of World Monday 23rd November 2020 International Shipping

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+.
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 infous@thisworks.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. You will be responsible for all applicable taxes, including import charges, for orders to overseas countries excluding Ireland, France, Germany, Denmark, Sweden, Italy, Spain, Switzerland, (Netherlands and Singapore, where you can pay for these charges at checkout). With regards to all other countries we ship to we shall not be liable for such charges. Please contact the relevant customs office to check if these apply.
3.4. 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.
3.5. 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, United Kingdom, United States.
3.6. 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 seven 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 seven working days and you have not received your order (UK orders), please contact our customer services by email at info@thisworks.com or on 0208 543 3544.

5. International Delivery Timescales
5.1 International deliveries to France, Germany, Ireland, Spain and The Netherlands are shipped via Deutsche Post and take between 3-6 business days to be received. We strive to ensure any orders received pre-1pm GMT Monday-Thursday will ship out the same business day, with the aim of delivering within five working days. If you do not receive your parcel within the 3-6 business day time frame please contact our customer service team for tracking details.
5.2 All international deliveries excluding those highlighted in clause 5.1 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. Returns
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:
Your Name
Your Address
Order Number
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
Cobham Way
CRAWLEY
RH10 9RX

Customers from the United States should send their returned products to:

This Works
1090 King Georges Post Road, Suite 505
Edison, NJ, 08837

6.5 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 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.

This does not affect your Statutory Rights.