FAQs

Customer Service

How do I speak to a member of your Customer Service team?
Please call us on 0208 543 3544. Our standard hours are Monday - Friday 09:00am - 5:30pm GMT, excluding bank holidays. Alternatively, you can email us at info@thisworks.com. If you are based in the US, please call us on 855-857-0555 or email us at infous@thisworks.com Monday - Friday 08:30am - 5:30pm EST.

I need some product advice, where can I find assistance?
Speak to one of our expert skin consultants by calling 0208 543 3544 where you will receive a customised product recommendation tailored to your skin and lifestyle.

Delivery

When will my order arrive?
We deliver to over 30 countries worldwide, including the UK, US and Ireland. For more details please refer to our Shipping page

How do you deal with US Sales Tax?
Sales tax will be calculated within the US checkout at the rate relevant to your location.

Do you deliver internationally?
We deliver to over 30 countries worldwide. Deliveries can take between 10-14 days dependent on your location. The cost is based on a combination of your location and the weight of the goods. If you wish to place an order from the UK and ship to the USA please call us on 0208 543 3544.

Why don’t you ship to Australia or New Zealand?
Due to the distribution agreement we have in place with Mecca and Harvey Nichols we are unable to ship directly to Australia or 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.

Returns

How do I return my order?
We do our best to ensure that you are completely satisfied with your order. If you are not, returning your order is simple. Please visit our Returns Policy for full details.

Product Information

Are your products tested on animals?
No, we do not test on animals. Click here for information on our 'Beauty Without Bunnies' accreditation.

Is the product availability the same across all This Works websites?
We have two warehouses, one in the United Kingdom and another in the United States. Product availability differs between the two locations. Our £ GBP website and our € Euro websites are serviced from the United Kingdom, and our $ US website serviced from our US warehouse. You are able to order from any one of our websites and have your order shipped to any address, but if you are an international customer ordering on our UK and EU websites, you should be aware that your order will take a little longer to arrive because it will be shipped out of the UK.

Are your products organic?
90% of the essential oils we currently use are from plants which are organically grown although not necessarily with organic certification. We believe this is the best way to guarantee the highest quality ingredients at any one time. Organic harvests vary year on year and we constantly strive to perfect product quality. We are committed to producing products that really work and do what they say and organic is not necessarily the guarantee of quality and performance. We are committed to honesty and are not trying to jump on the organic bandwagon. We only launch products that we are able to produce to our exacting standards.

Are your products natural?
All of our products have natural ingredients with no unnecessary harsh chemicals. We use 100% natural fragrances and 100% pure essential oils. Our products are free from phthalates, sulphates, synthetic colour and fragrance, parabens, GMOs, mineral oils, petrolatum and propylene glycol.

How long can I keep my product for?
Our products have an un-opened shelf life of 3 years. Once the product has been opened please see the Product After Opening symbol on the bottle (typically 6-12 months). Store in a dry place away from direct sunlight.

Are your products safe to use during pregnancy?
We do not recommend using our deep sleep bath oil during pregnancy or any of our CBD boosters. There are no counter indications with any of the other products. Products have completed a product safety assessment by an independent toxicologist. This assessment takes into account that the user of a product could be pregnant. All formulations excluding bath oils are safe to use during pregnancy.

Can I use your products if I am going through chemotherapy?
We recommend that you first speak to your GP and seek medical advice on the use of our products during treatment.

How long will a pillow spray 75ml last?
With two to three sprays every day, it usually lasts three to four months.

What is the difference between sleep plus pillow spray and deep sleep pillow spray? Are the ingredients different between these two products?
Our signature sleep fragrance of Lavender, Camomile and Vetivert is the same in both pillow sprays. However, the way in which it is dispersed differs. Deep sleep pillow spray releases an immediate burst of fragrance to help you fall asleep faster. The fragrance in sleep plus pillow spray is motion-activated releasing its fragrance as you move during the night to help prevent disturbed sleep.

Does the pillow spray work the first time you try it?
Yes. Following independent user trials, results show the efficacy after one night and two weeks. The effect is immediate for both pillow sprays. However, there is also a longer-term effect, whereby the pillow sprays can help restore a healthy sleep pattern over time.

Can children use the pillow spray?
Keep out of reach of children. Deep sleep and sleep plus pillow sprays are suitable for ages 3+ under adult supervision. For younger family members, we recommend our sleep together calming spray, which is suitable for ages 6 month+.

Are there any usage warnings I need to be aware of for pillow spray use?
Avoid contact with eyes. For external use only. Do not spray directly onto silk or delicate fabrics. May cause an allergic skin reaction. If on skin: wash with plenty of soap and water. If skin irritation or rash occurs: get medical advice/ attention. Contains Fragrance mixture (Linalool; Linalyl Acetate; Vetiverols; Ocimene; Caryophyllene; Terpentine-4-ol; beta-Pinene; d-Limonene; 1-Octen-3-yl acetate; Geraniol).

How do the essential oils work to encourage calm and sleep?
The aroma is inhaled when you breathe in and is transported by the olfactory nerves, which interact with the limbic system. This is the part of the brain that controls your mood and state of mind. Smell has a powerful effect on what goes on in the brain. The essential oils in This Works' sleep blend are specifically chosen for their calming and relaxing benefits on both mind and body.

What does Retinol do?
Retinol is a naturally occurring from of Vitamin A and is found in fish liver oils, eggs and some plants e.g. Carrots. Retinol treats skin ageing by increasing the amount of collagen and increasing cell renewal. It thickens the skin barrier and reduces pigmentation.

What products have Retinol in?
Our My Wrinkles skin care range contains a potent concentration of the most effective age management ingredients sourced from nature, these include Granactive Retinoid (an advanced retinoid complex) , Bakuchiol (a plant-based, more gentle alternative to Retinol), Hyaluronic Acid and Vitamin C.

I have very sensitive skin, what do you recommend?
The following products have been dermatologically tested and are suitable for sensitive skin: in transit no traces, in transit skin defence SPF30, in transit spray-on moisture and no wrinkles tired eyes.

What wax are your candles made from?
The wax in our candles is Soy and mineral wax.

Do you have microbeads in any of your products?
No.

What is Prop 65?
This Works products meet all applicable US and EU safety standards and other cosmetic-related requirements. All products have been assessed for safety by qualified professional toxicologists, whose review included consideration of how the products are used. We have recently added language to our packaging to comply with a Californian law that requires warnings on products sold to consumers in California that contain any of a number of chemicals that the state of California has classified as carcinogens. Our products contain very low levels of these substances; however, California requires a warning on all products that contain these substances, regardless of the level or exposure. Importantly, this warning language does not mean that our products are in violation of any product-safety standards or requirements. All This Works product ingredients are sourced from reputable sources, who provide us with full safety data about the ingredients.

Are your products Vegan?
At This Works we believe our customers have the right to total transparency as regards our ingredients and manufacturing, ensuring your decision to purchase is fully informed. We are committed to ensuring our packaging and ingredients are as environmentally and socially conscious as possible. 100% of our products are cruelty free. At no point has any product or product ingredient been tested on animals. Whenever possible, we formulate without the use of animal-derived ingredients. However, to ensure product efficacy there are times when our formulations include animal-derived ingredients. Full ingredient listings can be found on our product packaging and our website product pages. Our customer service team is always happy to answer any specific questions. We do not claim to be 100% vegan, as our products are manufactured in areas where non-vegan ingredients have been handled - and so, although we ensure lines and equipment are cleaned between runs, there is minimal cross contamination.

Are you clean?
We work with ingredients consciously, mindful of the impact they have on your skin and the world. ‘Clean’ for us means 100% natural fragrances and 100% pure essential oils. It doesn’t mean phthalates, sulphates, synthetic colour and fragrance, parabens, GMOs, mineral oils, petrolatum, propylene glycol, Ethanolamines, Nanoparticles, Toluene, Heavy Metals, Formaldehyde, Triclosan and Triclocarban, Methyl Cellosolve or 2-Methoxyethanol, Methylchloroisothiazolinone and Methylisothiazolinone. No exceptions.

Is your product packaging recyclable?
At This Works, we believe our customers have the right to total transparency as regards our ingredients and manufacturing, ensuring your decision to purchase is fully informed. We are committed to ensuring our packaging and ingredients are as environmentally and socially conscious as possible. All of our cartons are FSC certified and 100% fully recyclable. We recommend contacting your local council or visiting a local recycling centre for details on the specific recycling services available in your area.

Who are Canopy Growth?
Canopy Growth is the world-leading producer and supplier of Cannabidiol (CBD). In May 2019 they acquired This Works, becoming our parent company.

More information on Canopy Growth can be found at https://www.canopygrowth.com/

What is CBD?
CBD is short for Cannabidiol, one of many oils extracted from Hemp, a strain of the Cannabis plant that has very low levels of THC (the intoxicating ingredient). For more information on how we work with CBD, please visit our dedicated microsite thisworkscbd.com

Is CBD intoxicating?
No, CBD is non-intoxicating.

Is CBD legal in the UK?
Yes, CBD is currently legal in the UK.

Do This Works products currently include CBD?
In April 2020, we launched our first range of skincare formulated with CBD. For full details on these products - and to learn more about how we work with CBD - please visit thisworkscbd.com.

How will I know when This Works products include CBD?
When purchasing from us directly, our CBD products are only available via our dedicated microsite (thisworkscbd.com). If you are buying This Works products through a third party retailer, we continue to operate a 100% transparency policy when it comes to our ingredients and any inclusion of CBD will be clearly signposted on pack.

Store Information

Are there any physical stores where I can purchase This Works' products?
Please visit our stockists page for a full list of worldwide locations.

Company Information

Are you recruiting?
Due to the rapid growth of the This Works brand we are constantly looking for new talent to join our team.

Opportunities regularly arise across all areas of the business including store consultants, sales and head office positions.

Please visit our careers page for any current vacancies.