Frequently Asked Questions
Here you will find some of the most popular questions. We hope we can help you with any questions you may have in regards to orders, delivery or any problems you may experience. If you cannot find what you are looking for, take a moment to look through the rest of the help section or contact us via our Customer Contact Centre and we will get back to you within 48 hours.
How do I join the Craft Club?
Simply Click Here and complete the form to sign up to our Craft Club! Once you have joined you will receive a monthly email with exclusive product news, tutorials and great competitions!
How do I join the Together Rewards programme?
Simply pop into any of our stores and ask a member of staff for a card with your purchase. Alternativley, you may order a card with your next online purchase
How do I register my Together Rewards card?
Once you have your card, all you need to do is Click Here to register online.
Can I collect or redeem Together Rewards points online?
The Together Rewards Card can be used with your online purchases.
I've forgotten my Email Address / Password?
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 use our Customer Contact Centre and provide as much information as possible about your account/order history. One our Customer Services agents will then be able to provide you with your account details. (Visit the My Account page)
- From any page, select the My Account link at the top right of the page (above the basket section in the header)
- From the My Account Login page, select the Forgotten your password? link just below the Password field in the Existing Customer section on the left hand side of the page.
- From the Forgotten Your Password page enter the email address you originally used to create your account and click SEND.
- You will receive an email notification in your mailbox. Click the Reset My Password link on the email to be redirected to the Change Password page on the website.
- Enter a new password in the New Password field and enter the same password again in the Confirm New Password field.
- Finally Click SAVE PASSWORD to complete the process.
- You will be re-directed to the My Account login page where you can enter your new login details in the Existing Customer section.
My Account is disabled - what should I do?
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 via the Customer Contact Centre.
How do I return items?
You can return any item for a refund with a few simple steps.
- Items ordered online via the website may be returned to any of Our Stores.
- Alternatively, parcel your items with the original documentation included and return via the post, please obtain proof of postage.
- Please allow up to 14 days from the date of return for your items to be received back at our warehouse and a refund will then be issued.
Why are my item(s) priced differently in store and online?
As we currently sell over 40,000 different products every year, at times prices and offers within our stores and online may vary. We strive to keep this to a minimum and aim to give customers to the lowest price possible whether purchased online or within one of our 430 stores. Sometimes we also have the same offers online and in store but they are set up in a different way. For example, Buy One Get One Free in store could be the same as a toy being sold at half price online.
Why does my delivery come from different locations?
Our customers love the choice of products we are able to offer. We always endeavour to make the largest possible range of our products available at all times which means that some orders may be fulfilled directly from our supplier.
Unlike other services, we enable this at no extra cost to you - that means we don't charge you any more no matter how many deliveries we make! However, this does mean that your order may be split into separate parcels and may arrive at different times. All our fulfilment locations work to the same service levels as those stated in our delivery conditions, therefore you should still receive your item(s) in the stipulated time period for the delivery service you have selected.
Can you deliver to the British Forces Post Office (BFPO)?
Yes, we are able to deliver to the British Forces Post Office with both Standard and Next Day Delivery. Simply order as normal and enter the BFPO as the delivery address.
Can you deliver to my International Delivery address?
We currently deliver to the Republic of Ireland only.
What is your refund policy?
If you are not satisfied with your purchase, you may return it to us in its original condition for a refund, within 30 days of receipt. This refund will cover the initial cost of the item(s) purchased with delivery, but not any 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, 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.
Authorisation to return item(s) must be obtained at all times in order to ensure you receive a refund. Our refund guarantee is in addition to your statutory rights and does not affect them in any way.
I have returned my order to you, when will I get my refund?
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 days after sending the item(s) back, please contact us on 0121 313 6050 or email us at firstname.lastname@example.org.
Can I return my online order to store?
Yes, you are able to return all orders made on our website to one of Our 430 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.
Can I alter items on my order?
Unfortunately once an order has been submitted online, we are unable to make any changes to the item(s) that have been selected. We have a short amount of time within which we may be able to cancel your order and if you would like us to attempt this, please contact our Customer Service team on 0121 313 6050 who will do their best to help.
My item has arrived damaged?
We want to sort out any issues with damaged item right away.
As soon as you discover a fault upon arrival of your item, please contact our Customer Services Team on 0121 313 6050 with:
- Your details
- Your order number
- A picture of the damaged item(s)
Who do you use to make your deliveries?
We use a variety of different carriers to deliver our orders. For our Standard deliveries we currently use either Royal Mail or the Hermes courier service. For Next Day delivery service we use the UK Mail delivery service. If you are having any issues with your delivery, please contact our Customer Service team who will be able to help and contact our courier companies for you.
Can I use my gift card with online orders?
Unfortunately gift cards can only be used on purchases made within our stores. We have stores all over the country so please use our Store Locator to find your nearest store. When presenting your gift card for payment at a store, the Bar Code and Card Number must be visible. When purchasing a gift card please note that the card will expire 12 months from the date of activation and any remaining balance will be removed.
Can I place an order over the phone?
If you would like us to place your order over the phone for you, please call 0121 313 6050 and our Telesales team will place your order for you.
We are a school/college/university without a credit or debit card; how can we place an order with you?
If you are a school, college or university who do not have a credit/debit card available to place an order via our website, we are able to create a manual order which will require payment by BACS transfer or cheque before the order is shipped out to you. If you require us to create a manual order for your school/college/ university please call 0121 313 6050 with your full delivery details and list of the item(s) you wish to purchase and we will get the order created and an invoice sent over to you. We will require this invoice to be paid before we dispatch the item(s) to you.
There is an item missing from my order, what should I do?
In the unlikely case that your order may arrive missing an item that is included on your dispatch note, please contact our Customer Service team on 0121 313 6050.
Can you send me a VAT invoice for my order?
An incorrect item has been delivered to me; what do I do now?
In the unlikely event that an incorrect item has been delivered to you, please contact our Customer Service team on 0121 313 6050 and we will be able to advise the appropriate course of action and get the correct item sent out to you as soon as possible.
How do I make a complaint?
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 either email your complaint to email@example.com or write to us at:
Customer Services Manager
The Works Stores Ltd
Hams Hall Distribution Park
We welcome all feedback from our customers and where appropriate this informs our process of continual improvement.
How do I pass on a compliment?
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 firstname.lastname@example.org or write to us at:
Customer Services Manager
The Works Stores Ltd
Hams Hall Distribution Park
I can't add items to my shopping basket?
Unfortunately at times the site might not allow you to add item(s) to your shopping basket when checking out. This can be due to:
- A low level of stock/no stock currently available
- Technical issues with our site
- A web browser might not be compatible with our site
To resolve this issue you can:
- Come back to the site another time to see if the stock replenishes
- Close the current browser and open up a new web browser
- Enable cookies on your browser
At times you may need to clear cache, follow these steps below for each web browser:
- Click Tools from the Internet Explorer menubar.
- Click Internet Options.
- Click the General tab.
- Click the Delete Files button in the Temporary Internet files section.
- If you still have a problem, repeat the steps above and restart the computer.
- Click Edit from the Firefox menubar
- Click Preferences from the Edit menu
- Expand the Advanced menu by clicking the plus sign
- Click Cache
- Click the Clear Cache button
- Click the wrench icon on browser tool bar
- Select Tools
- Select clear browsing data
- In the dialog that appears, select the checkboxes for the types of information that you want to remove
- Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.
- Click Clear browsing data
How do I opt out of marketing emails?
If you no longer wish to receive promotional messages from us, simply click the Unsubscribe link 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.
This will not affect any Order Confirmation Emails, Order Dispatch Emails and Together Rewards Statements.
Can I recycle portable waste batteries at your stores?
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.
Can I recycle my old electrical equipment at your stores?
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. For more details on the recycle process please Click Here