Frequently Asked Questions

Our most common questions are answered in our Top FAQs section. If you cannot find what you are looking for, take a moment to look through the rest of the help section or contact us online and we will get back to you as soon as possible.

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 3 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 Day delivery, order before 10pm Monday to Sunday. Orders placed after 10pm 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 10pm Friday will be delivered on Monday. Orders placed after 10pm 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 or a 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.

Yes. You can order up to €150 (inclusive of any delivery charges) to be delivered to the Republic of Ireland. Please note that if your order is €150 or over it cannot be accepted and will be cancelled. A member of our customer services team will be in contact with you if your order is affected.

No, the price you see at the checkout is the final price you will pay. We will sort out any import taxes or duties for you.

If you are not satisfied with your purchase, you may return it to us in its original condition for a refund, within 30 working 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 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.

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.

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.

All our Next Day and Standard orders are delivered by Evri. Orders can be tracked and diverted to your chosen safe place or a neighbour. You can also track & divert your parcel using the Evri website or mobile app.

If you are having any issues with your delivery, please contact our Customer Service team who will be able to help with any issues and contact our courier companies for you.

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.

Unfortunately, Love2Shop vouchers and gift cards cannot be used online. Love2Shop vouchers are accepted within our stores. We have stores all over the country so please use our Store Locator to find your nearest store.

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.

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 530+ 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.

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.

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

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.

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 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.

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!

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.

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
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
B46 1AL