Frequently Asked Questions

Our stores have always been at the heart of The Works and we are now simplifying the business, which will enable us to invest more in great value, great service and to open new stores in more communities.

We have now transitioned to a browse-only website, meaning customers are no longer be able to order products online or via Click & Collect. However, you can still browse our ranges online and get great inspiration. We’d love to welcome you in store soon.

The browse-only website is like a shop window to our stores, meaning you will be able to view all of our incredible, affordable ranges of arts and crafts, stationery, toys and games and books.

It will also serve as a source of ideas and inspiration for customers to connect through affordable, screen-free activities for the whole family.

No, this decision reflects a longer term refocus of the business around our stores, which are at the heart of our business and the channel through which most of our customers choose to shop with us.

We are more focussed than ever before on supporting our brilliant customers to connect through affordable, screen-free activities for the whole family. These changes give us the opportunity to deliver on this and further improve accessibility and shopping convenience for as many communities as possible.

No, Click & Collect is no longer available. You can still shop our ranges in store, where our colleagues will be happy to help you find what you’re looking for.

I don’t live near a store, do you have plans to open stores in new locations?

We currently operate more than 500 stores across high streets and retail parks up and down the UK and Ireland. You can find your nearest store by visiting here

We are committed to providing greater shopping convenience for all our customers and have plans to open more stores in new locations across the UK and Ireland. Keep an eye out as there might be a new The Works store in a town near you soon!

We no longer offer delivery services through our stores. However, as part of our refocus of the business around our stores, we will be continuing to assess demand for services like this.

We’ve paused our business to business and education ordering service for now and will share updates if this changes in the future. In the meantime, you’re welcome to shop in store for individual purchases, where our colleagues will be happy to help you find what you need.

At the moment, you won’t be able to check in‑store availability on our website. However, as part of our refocus on our stores, we’ll continue to review customer demand for services like this in the future.

Yes, you can still find store opening times, contact information, address and directions by visiting here, and selecting the relevant store.

Yes. Any orders you’ve already placed will still be processed as normal, and you’ll receive your order as expected.

Unfortunately you can't cancel your order once it has been placed.

Unfortunately you can't cancel or amend your order once it has been placed.

This includes changing the delivery address, changing products or changing payment methods. You can always return any unwanted items to us for a refund.

We aim to deliver orders shipped to a UK delivery address placed using our Standard Delivery service within 4 working days and within 5 working days on Standard Delivery orders shipped to a Republic of Ireland address.

Please note that weekends and Bank Holidays are not classed as working days. We do not deliver on Sundays or Bank Holidays and our lead times are not guaranteed.

For UK Next Daydelivery, order before 11pm Monday to Sunday. Orders placed after 11pm on any given day may get dispatched that day but are more likely to be dispatched the following working day and therefore delivered the day after. Orders placed after 11pm Friday will be delivered on Monday. Orders placed after 11pm on a Sunday will be delivered on Tuesday. We do not currently deliver on Sundays or Bank Holidays and our lead times are not guaranteed.

Bulk orders may need to be delivered by pallet and are not eligible for Next Day Delivery ora Standard Delivery service. A member of our customer services team will be in contact with you if your order is classified as a bulk order.

In the event that an incorrect item has been delivered to you, please contact us and have your order number handy.

We want to sort out any issues with a damaged item right away. As soon as you discover a fault upon arrival of your item, please contact us.

In the unlikely case that your order may arrive missing an item that is included on your dispatch note, please contact us.

Once your parcel has been despatched from our warehouse, you will receive an order despatch email. You can find out which service will be used to deliver your order and your tracking details in your order despatch email.

You can also check your delivery details via our NEW Track My Order service. Alternatively you can go directly to the Evri website or mobile app.

As our orders are sent out with just a dispatch note, if you require a VAT invoice for your order please contact us and we will ensure a full VAT invoice sent out to you.

If you are not satisfied with your purchase, you may return it to us in its original conditionfor a refund, within 30 working days of receipt. This refund will cover the initial cost of the item(s) purchased with delivery, but notany delivery charges incurred by you on returning the item(s) to us. To avoid incurring this charge please return the item(s) to one of our stores. If the item is damaged or we have supplied you with the incorrect product, please contact us. If, after your order has been despatched, you wish to cancel the order because you no longer require the item(s), you will need to send the item(s) back to us at your own expense. Our refund guarantee is in addition to your statutory rights and does not affect them in any way.

Please click here to see our returns Process.

Yes, you are able to return all orders made on our website to one of Our Stores for a refund. Please ensure you take along your invoice when returning the item(s) and you will receive a refund receipt from the store. The refund will be made back to the method of payment used to place your online order. Please note the refund may take up to 3-5 days to go back into your account.

Once an order has been received back by our warehouse, we aim to process your refund within 7 days. You will receive an email detailing the total refund amount and the item(s) that have been refunded. The refund will take 3-5 working days (Monday to Friday) to transfer to your bank. If you have not received an email 14 daysafter sending the item(s) back, please contact us.

Under the Waste Battery Regulations, The Works Stores Ltd are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (please do not post).

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls or libraries may also set up collection points. End-users may find stores in their local area more accessible.

We are pleased to offer our customers the chance to recycle their old electrical items. Simply take the item back to one of our stores.

Your online account will remain active, and you’ll still be able to log in and access it as normal.

Yes. If you have an account with us, you can still log in and view your order history as usual.

Yes. If you’ve created an account with us, we’ll keep it active so you can access your order history. If you don’t have an account, we’ll only retain your personal information where needed to meet our legal obligations. We won’t share your details with any third parties.

If you have an online account but have forgotten your email address or password, follow these steps:

Forgotten Email Address

If you are unsure of your registered email address, please contact us and provide as much information as possible about your account/order history. One of our Customer Services agents will then be able to provide you with your account details.

Forgotten Password

If you have an online account but cannot remember your password, please go to the Account login page, select the forgot password?link within the sign in section, and follow the steps to reset your password

An incorrect password may have been entered too many times when trying to log in. If you would like to speak to a member of our team regarding your disabled account, please contact us.

If you no longer wish to receive promotional messages from us, simply click the Unsubscribelink at the bottom of any of our promotional emails. This will take you to the Unsubscribe page where you can click the button Yes Please Remove Me. Please allow 24 hours for this change to take effect.

Our aim is to always provide an extremely high level of customer service within our stores and online. In the event that you wish to feedback your experience, please contact us or write to us at:

Customer Services Manager
The Works Stores Ltd
Boldmere House
Faraday Avenue
Hams Hall Distribution Park
Coleshill
Birmingham
B46 1AL

We welcome all feedback from our customers and where appropriate this informs our process of continual improvement.

We love to hear about the positive experiences that you have received online or within one of our stores. We will ensure that any compliment that we receive regarding a member of staff or your experience shopping with us is passed on so they receive the recognition they deserve. Please either email your compliment to our team or write to us at:

Customer Services Manager
The Works Stores Ltd
Boldmere House
Faraday Avenue
Hams Hall Distribution Park
Coleshill
Birmingham
B46 1AL