Returning items

Can I return my item for an exchange?

We are happy to refund unwanted items that are returned to us within 21 days, provided they are in perfect condition. Please send the items to the address below and enclose a note quoting your order number and specifying, with as much detail as possible, which items you require in exchange. Please call us on 0845 217 2920 (Monday-Saturday, 9am-6pm) if you have any questions regarding the return process. Calls made from a BT Landline will usually be charged at a standard local rate. Calls from a mobile and other providers will incur a charge with rates varying dependent on the provider.

Waterstone's Returns Department, Waterstones Book Hub, Unipart Logistics, Fifth Avenue, Centrum One Hundred, Burton Upon Trent DE14 2UZ

Please note: Waterstones.com does not offer refunds or replacements on unwanted ebook Readers.

For the return of high-value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items.

You can also return unwanted or faulty items to any Waterstone's branch. Unfortunately we can't exchange unwanted/faulty items in store, only give you a refund (providing you bring your despatch note that accompanied your delivery and the unwanted item is in pristine condition). We hope to be able to offer exchanges for online purchases in Waterstone's stores in the near future.

How can I return an incorrect, faulty or damaged item?

UK customers

Should you receive any items that you did not order, or that prove to be faulty, please call us on 0845 217 2920 (Monday-Saturday, 9am-6pm) to obtain information on how to to return. Calls made from a BT Landline will usually be charged at a standard local rate. Calls from a mobile and other providers will incur a charge with rates varying dependant on the provider.

You can also return faulty or unwanted items to any Waterstone's branch, but unfortunately we can't exchange items in store, only give you a refund (providing you bring your despatch note that accompanied your delivery and the unwanted item is in pristine condition). We hope to be able to offer exchanges for online purchases in Waterstone's stores in the near future.

Overseas customers

Please call us on +4420 8495 4549 or email us at service@waterstones.com to obtain information on how to return items.

Can I return my Reader?

nb: Waterstones.com do not offer refunds or replacements on unwanted Readers.

If for any reason your Reader from Sony is faulty, you should adhere to the following procedure so the issue can be resolved as swiftly as possible:

You can register your Reader from Sony for repairs by using Sony's Repair Service.

If you are unsure if your product is faulty, first check the frequently asked questions (FAQs) found under the Service and Support links found on the sony.co.uk website: alternatively call the Sony Customer Information centre on 08705 111 999 or 00 353 1 413 1771 if calling from the Republic of Ireland (Mon-Fri, 9am-5pm).

Although we are happy to accept faulty Readers back to Waterstone's Returns Department, Waterstones Book Hub, Unipart Logistics, Fifth Avenue, Centrum One Hundred, Burton Upon Trent DE14 2UZ, the return will be dealt with far more swiftly if the procedure above is followed.