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Waterstones Support

Welcome to Waterstones support. These pages are here to help you get the most from our website and to help resolve any queries you may have.

If you’re looking for information about how the current Covid-19 restrictions are affecting your local shop or an an order you have placed to be delivered to our shops, please click here.

Frequently Asked Questions

Having problems adding a payment card in the checkout?

We are aware that some customers are finding that they can't enter their payment card number in the checkout. We apologise for this and are looking into why this is happening. In the meantime, please ensure that your web browser is up-to-date. 

Internet Explorer: we recommend downloading Microsoft Edge, which has now replaced this browser

Chrome: click on, then 'Settings', then 'About Chrome'

Safari: click on , then 'App Store', then 'Updates'

Firefox: Click on , then 'Help, then 'About Firefox'

How is Waterstones affected by COVID-19?

Full information about how how our staff and customers are being affected, including information about placing Click & Collect orders and existing orders due to be delivered to a shop, can be found here.

Has my local shop reopened?

Now that government guidance has permitted our return to trade, from most of our shops have opened their doors again. For a list of shops that will remain temporarily closed please click here.

I placed my order to be collected from a shop and I paid for it, can I have it delivered to my home address?

We are working through all orders that have been placed and paid for using our deliver to shop service and you will hear from us very shortly. Please bear with us we are working through this as quickly as we can. If you do contact us, please provide your order number, as included in the email you received after placing your order.

Where is my order, you have taken the payment and I have received an email telling me it is dispatched?

The dispatch time we give is based on the point we take payment and our warehouse team are doing their best to pick and pack your items as quickly as possible. Due to social distancing the staffing levels have decreased, this may mean your book could take slightly longer than we estimated. If you do contact us, please provide your order number, as included in the email you received after placing your order.

I sent you an email and you still haven’t responded to me, why not?

We are receiving an extremely high number of contacts now that our shops have closed. We are currently 5-7 days behind on incoming customer contact. Please be assured you will get a response and our team of customer support advisors are working hard, remotely, to get back to everyone as soon as they can.

I have cancelled my order and you have still taken payment?

We only request payment for an order when we are about to dispatch it. Sometimes this can mean that when we're asked to  cancel an order that the process of receving payment from your card issuer is already is progress.

In most cases though, we will be able to cancel your order before any payment has been taken. You will receive an email to confirm this.

Can I call you to place an order over the telephone?

Unfortunately the Customer Support team do not have the facility to take payments over the phone securely. However, our shops are able to take orders for click and collect over the phone; you can find their contact details on ourshop pages.

Can I use my gift voucher online?

We accept Waterstones UK gift cards as well as pre-paid gift cards provided by VISA and MasterCard, for example.

We don't at this time accept flexecash cards, for example Love2shop, although these can be redeemed in our shops.

For a list of accepted payment methods on Waterstones.com, please see our Online Pricing and Payments help page.

Can I use National Book Tokens online?

Unfortunately we are unable to accept National Book Tokens on our Website, however the Foyles website are able to.

For a list of accepted payment methods on Waterstones.com, please see our Online Pricing and Payments help page.

I can’t get to a shop so can I claim my World Book Day voucher online?

Unfortunately all World Book Day vouchers have now expired and it is unlikely that an extension will be given at this stage

Can I Change or Amend an Order?

Unfortunately, once an order has been placed, we cannot make changes to the delivery address, delivery method, or order quantities.

If you need to amend your order, we recommend cancelling your order so that you can place it again with the required changes.

If you would like to cancel an order placed on Waterstones.com, please sign in to your account and visit the ‘Orders’ page. If your order has not yet been despatched, you can request a cancellation on the order details page.

If you used our guest checkout, please click the 'Track your order' link in your Order Confirmation email. If your order has not yet been despatched, there will be an option to request a cancellation at the bottom of the order summary.

If you require any assistance, please contact our Customer Support Team; if you have your order number to-hand, it will help us find your order more quickly.

Can I Return My Item For a Refund or Exchange?

Internet Returns
We are happy to refund or exchange unwanted items that are returned to us within 60 days, provided they are in perfect condition.

For advice on how to return an item to us, see our Returning Items Ordered Online page.

How Can I Cancel My Order?

If you would like to cancel an order placed on Waterstones.com, please sign in to your account and visit the ‘Orders’ page. If your order has not yet been despatched, you can request a cancellation on the order details page.

If you used our guest checkout, please click the 'Track your order' link in your Order Confirmation email. If your order has not yet been despatched, there will be an option to request a cancellation at the bottom of the order summary.

Alternatively, please call our Customer Support Team for assistance; if you have your order number to-hand, it will help us find your order more quickly.

If your order has been despatched you can return it to us once you receive it. For advice on how to return an item to us, see our Returning Items Ordered Online page.

How do I manage or update my Waterstones Plus account details?

You can manage your Waterstones Plus card on Waterstones.com. Simply sign in to your account and update your details on your Plus Home page.

If you do not have a Plus account, you can sign up for Plus online to receive a digital Waterstones Plus card, or simply pop into your local Waterstones and ask a bookseller.

I've signed up to Waterstones Plus, but haven't received my activation email. What should I do?

If you've picked up a new Waterstones Plus Card from one of our shops, our booksellers will ask for your email address so that we can send you an activation email.

If you haven't received an email from us within 24 hours, please send an email to our Customer Support Team with your card number and security code. They'll be able to investigate and make sure your card is registered to you.

How Do I Post a Book Review?

If you'd like to post a review on Waterstones.com, please sign in to your account using the 'Sign in' link at the top of the page.

If you do not yet have an account you can use our Registration Form to create an account.

Then, you can search for the book you'd like to review. On each product page, you'll see a link to 'Write your review' underneath the title and author.

Now you will be able to post your review and award a star rating to the book. Once you have finished writing your review, hit the 'Post Review' button. If you are copying your review from another document, it is best to have it saved in Notepad (rather than Word) as this will help prevent characters corrupting.

You have now successfully posted a review on Waterstones.com!

Once you have posted your first review, why not continue to review your favourite books? Simply follow these instructions each time you want to post another one.

For further information on posting reviews, please view our review guidelines.

Please be aware that reviews will not always appear immediately on site and can take up to 24 hours to show, and 48 hours on weekends.

Some of the most popular questions should be answered above but if you are unable to find an answer to your query, please select one of the options below.

 

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