shipping & 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 timeframe, 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, & Northern Ireland
1.1. We offer free HERMES Standard Delivery on orders £15+ (3-5 working days from the date of dispatch from our warehouse). We offer HERMES24 (For orders placed before 6pm Mon-Fri) for £4.95 or the free HERMES24 (For orders placed before 6pm Mon-Fri) with orders £50+. All orders are sent on a tracked service.
1.2 Click and 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 select ‘click and collect’ and you move through the checkout and payment process, and you will be presented with a series of suitable locations. This service costs £2.95, the same as for standard delivery.
2. International Delivery
2.1 We only currently delivery CBD products to customers in the United Kingdom, Ireland, Germany and certain States within the United States. For customers shopping in Ireland or Germany, please use the following store https://eu.thisworkscbd.com/ or https://us.thisworkscbd.com/ for customers in the United States.
3. International Delivery Timescales
3.1 International deliveries to Germany and the Republic of Ireland are shipped via Royal Mail International Delivery and take between 10-14 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 10 business days. If you do not receive your parcel within the 10 business day timeframe, please contact our customer service team for tracking details.
3.2 During the sale and Christmas period, international delivery shipping times may vary due to higher volumes.
3.3 We cannot guarantee delivery dates for overseas delivery as they are subject to customs clearance in the destination country.
3.4 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).
4.1 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 Product's packaging has not been opened or damaged.
4.2 Please see clause 3 of our general terms and conditions for more information on returning your ordered Products to us.
4.3 Please enclose the following details with your returned Products: Your Name, your Address, Order Number and reason for return/exchange
4.4 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
4.5 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 service as we cannot accept liability for goods lost in transit.
4.6 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.
4.7 Products purchased as a set can only be returned as a complete set, not as individual items.
4.8 Refunds for Products given as a gift can only be given to the original purchaser.
4.9 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 or 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.
4.10 Free delivery on standard deliveries to the UK and the US.
4.11 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.
4.12 We think this is fair and hope you do too, however, occasionally we have had repeat returns of empty pots every 30 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.
4.13 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.
4.14 For more information on our delivery and returns please take a look at the respective pages on our website.
5. UK TO EU DELIVERY
5.1. 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.