Ordering With Us

Looking for help with your order? Our frequently asked questions are answered below.

 

Can I change my billing address?

Once an order has been placed, we cannot make changes to the delivery address, delivery method or order quantities. If you would like to amend your order, we recommend cancelling that order in order to place it again after making the required changes.

Can I amend my order quantities?

Once an order has been placed, we cannot make changes to the delivery address, delivery method or order quantities. If you would like to amend your order, we recommend cancelling that order in order to place it again after making the required changes.

Can I amend my delivery method?

Once an order has been placed, we cannot make changes to the delivery address, delivery method or order quantities. If you would like to amend your order, we recommend cancelling that order in order to place it again after making the required changes.

How can I cancel my order?

To cancel, please sign into your online Waterstones.com account and navigate to your Orders page from your Account Dashboard. If your order is yet to be despatched, you will find the option to cancel from your Orders page.

If you have ordered by using our Guest Checkout, and you do not have an account with Waterstones, there may still be the option to cancel your order by referring to the Order Confirmation email posted to your inbox. Please click the ‘Track your order’ link in the 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. It helps us if you have your six-digit order number to hand.

I have cancelled my order but payment has still been taken: how can you help?

Usually, we are able to cancel you order before any payment has been taken, as we only request payment for an order at the point of dispatch. You will receive an email to confirm this has happened.

Very occasionally, when we are asked to cancel an order, the process of receiving payment from your card issuer is already in progress. Unfortunately, in this instance, cancellation will not be possible.

If you have attempted to cancel an order and have not received an email confirming that cancellation, please contact our Customer Support team. It helps us if you enter your eight-digit Customer Order number to the Customer Order Number field on the enquiry form.

You have taken my payment and I have received an email telling me it is dispatched. Where is my order now?

As soon as you receive your dispatch email, this means your order is in the hands of Royal Mail and on its way from our warehouse. You can track your order using the ‘Track Your Parcel’ button found on your dispatch email.

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

You can usually place telephone orders at any one of our bookshops, but as these are temporarily closed this facility is unfortunately currently unavailable.

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