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.

Frequently Asked Questions

My Order Has Shipped But Has Not Arrived, Where Is It?

Most packages arrive at their destination within the times stated on our Delivery Options page. If your order has not arrived by the time listed then please contact our Customer Support Team so that we can investigate.

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 30 days, provided they are in perfect condition.

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

Shop Returns

If you make a purchase in one of our shops and you would like to return it please speak to a bookseller in store. We are happy to exchange or refund your items if you have a valid receipt.*

Goods must be returned within 30 days of purchase and be in perfect condition.

In addition, we operate an extended returns policy over the Christmas period and we are happy to exchange purchases made between 1st November and 24th December, until 31st January. All refunds and exchanges are at the manager’s discretion.

*This does not apply to electrical items, where refunds will be given only if the seal is unbroken and exchanges only if they are faulty.

Please note:
Where applicable, refunds will be processed onto the original method of payment used for your purchase. If your purchase was made with a credit/debit card, please remember to take the same card with you.

How Can I Reserve a Book For Collection In a Bookshop?

Our Click & Collect service allows you to check if a book is stock in any branch of Waterstones and reserve a copy for collection within hours.

For help and advice, please see our Click & Collect page.

Can I Use Paper Vouchers or National Book Tokens on Waterstones.com?

National Book Tokens and paper vouchers can only be used towards purchases in our shops.

If you have a voucher that you would like to spend with us, you can use our Click & Collect service to reserve items before your visit. You’ll then be able to use your vouchers as payment on collection.

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

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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