delivery & returns
1.1. We offer 3 delivery services in the UK:
FREE Hermes Standard Delivery on all orders (3-5 working days from the date of dispatch from our warehouse).
Hermes Next Day Delivery (For orders placed before 6pm Mon-Fri) for £3.95.
Royal Mail Next Day Delivery (For orders placed before 1pm Mon-Fri) for £3.95.
1.2. All orders are sent on a tracked service.
2. United States
2.1. We offer tracked 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 firstname.lastname@example.org if you have any questions regarding your delivery.
3. International Delivery
3.1. International delivery will usually be via a tracked service, and a signature upon delivery may be required.
3.2. Delivery charges are based on the country we are shipping to. 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: Austria, Belgium, Bermuda, Brazil, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Guernsey, Hungary, India, Indonesia, Ireland, Isle Man, Israel, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, The Netherlands, Norway, Philippines, Poland, Romania, Singapore, Slovakia, Slovenia, South Korea, Sweden, Thailand and the United Kingdom. Please note, we are temporarily unable to ship orders to Greece, Italy, Portugal, Spain, Switzerland, Ukraine or Russia - we apologise for any inconvenience.
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 Hermes 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 email@example.com or on 0208 543 3544.
5. International Delivery Timescales
5.1. All international deliveries take approximately 5 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 30 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 email us at firstname.lastname@example.org if you would like to return any products bought from thisworks.com.
6.3. Please see clause 3 of our general terms and conditions for more information on returning your ordered Products to us.
6.4. Please enclose the following details with your returned products:
Reason for return/exchange
6.5 For all countries other than the United States, please send your returned products to:
This Works / ILG
Unit 2, Space Gatwick
Customers from the United States should send their returned products to:
1090 King Georges Post Road, Suite 505
Edison, NJ, 08837
6.6. 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.
6.7. 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.
6.8. Products purchased as a set can only be returned as a complete set, not as individual items.
6.9. Refunds for products given as a gift can only be given to the original purchaser.
6.10. 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 if they 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, nor 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 result in products selling at a loss; i.e. less than our own cost price.
6.11. 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 30-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.
6.12. 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. 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.
6.13. 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.
6.14. 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. When customers place an order for EU delivery This Works will pay all applicable import taxes and duties prior to the delivery of goods on behalf of the customer. There will be no further payable amount owed by the customer once the order is placed.
7.2. Your order will be dispatched from our UK distribution centre, you can expect to receive your order within 5 working days from the day your order is dispatched
7.3. Orders will be delivered Monday to Friday, excluding Public Holidays, between 9am-6pm, local time.
7.4. Since July 2021, a new European Union VAT reform has impacted how businesses sell to EU consumers. As a result we can not accept orders over €150/ £125 on our site. If you wish to place an order to be sent to the EU above €150/ £125 please contact our customer services team who can discuss options with you. Please call +44208 543 3544 or email email@example.com