Got a question about your online order?

We're here to help. Here’s a list of answers to our most frequently asked customer questions about online orders.

Placing an order for Next Day Delivery this Bank Holiday weekend?

Please be aware that orders placed for Next Day Delivery after 8pm on the Friday 30th April will be delivered on Tuesday 4th May.

When will my order arrive?

Standard Delivery takes 3-5 working days. We do not currently deliver on Sundays or Bank Holidays and our lead times are not guaranteed.

We offer a Next Day service for UK Mainland customers. Order by 8pm Monday to Sunday, select the Next Day delivery option, and your order will be delivered on the next working day. Orders placed after 8pm 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 8pm Friday will be delivered on Monday. Orders placed after 8pm 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.

Can I track my order?

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 any tracking details (where available) in your order despatch email.

Orders that are shipped via Hermes can be tracked and diverted to your chosen safe place or a neighbour. You can also track & divert your parcel using the Hermes website or mobile app.

Can I cancel my order?

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

Can I amend my order?

Unfortunately you can't amend your order once it have 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.

I have a Together Rewards card. When do the January Reward Vouchers expire?

All reward vouchers issued in will be redeemable in-store and online until 30th June 2021.

I have a Gift Card that is due to expire whilst the stores are closed, can I redeem it when stores reopen?

Any gift cards that were due to expire whilst stores are closed during lockdown have been extended until 30th June 2021.

How long do I have to return my order?

Items purchased in-store can be returned when we safely reopen. Unfortunately, items purchased in-store cannot be returned to our warehouse. Orders purchased online can be returned to us direct, please see our delivery & returns guide and policy for further information.

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 or you are missing an item, please contact our Customer Service team on 0121 313 6050 or email us at orders@theworks.co.uk. Please have your order number handy.

Do you deliver to the Republic of Ireland?

We are currently unable to deliver to the Republic of Ireland. We sincerely apologise for any inconvenience this may cause.

I've contacted Customer Service and I am waiting for a response

Whilst our Customer Services team are busy, we aim to respond to all order related enquiries within 2-working days. If you've not received a response within 2-working days, please check your spam/junk filters before contacting us at 0121 313 6050. To ensure you receive our response into your inbox, add us to your address book or safe senders list

Still need help?

Our dedicated Customer Services team are working hard to support our customers. We aim to respond to all order related enquiries within 2-working days. To get in touch, call us on 0121 313 6050 or complete our Customer Contact Centre form.

Got a question about your online order?

We're here to help. Here’s a list of answers to our most frequently asked customer questions about online orders.

When will my order arrive?

Standard Delivery takes 3-5 working days. Whilst we work hard to ensure your order will be received as quickly as possible, our lead times are not guaranteed. Please allow up to 14 days for your order to arrive. If you placed your order over 14 working days ago, please contact our Customer Service team.

Can I track my order?

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 any tracking details (where available) in your order despatch email.

Orders that are shipped via Hermes can be tracked and diverted to your chosen safe place or a neighbour. You can also track & divert your parcel using the Hermes website or mobile app.

Can I cancel my order?

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

Can I amend my order?

Unfortunately you can't amend your order once it have 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.

I have a Together Rewards card. When do the January Reward Vouchers expire?

All reward vouchers issued in will be redeemable in-store and online until 30th June 2021.

I have a Gift Card that is due to expire whilst the stores are closed, can I redeem it when stores reopen?

Any gift cards that were due to expire whilst stores are closed during lockdown have been extended by 3-months.

How long do I have to return my order?

Items purchased in-store can be returned when we safely reopen. Unfortunately, items purchased in-store cannot be returned to our warehouse. Orders purchased online can be returned to us direct, please see our delivery & returns guide and policy for further information.

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 or you are missing an item, please contact our Customer Service team on 0121 313 6050 or email us at orders@theworks.co.uk. Please have your order number handy.

Do you deliver to the Republic of Ireland?

We are currently unable to deliver to the Republic of Ireland. We sincerely apologise for any inconvenience this may cause.

I've contacted Customer Service and I am waiting for a response

Whilst our Customer Services team are busy, we aim to respond to all order related enquiries within 2-working days. If you've not received a response within 2-working days, please check your spam/junk filters before contacting us at 0121 313 6050. To ensure you receive our response into your inbox, add us to your address book or safe senders list

Still need help?

Our dedicated Customer Services team are working hard to support our customers. We aim to respond to all order related enquiries within 2-working days. To get in touch, call us on 0121 313 6050 or complete our Customer Contact Centre form.