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Secure Shopping

Waterstones will never ask for your card's PIN number, your account password or your bank details by email.

If you are contacted or receive an unsolicited email that asks you for your password or personal banking information, disregard the request and report the communication to our Customer Support Team for investigation.


Your Security Questions Answered

Suspicious emails

If you receive an email that claims to be from Waterstones yet seems suspicious, please do not click on any links or open any attachments in the message. Delete the email, or please contact us  if you are unsure.

You can often recognise a suspicious email by:

-the sender's email address not being a Waterstones.com address;

-if it is asking you to provide your account or payment details;

-if you haven't recently shopped with Waterstones.com;

-if the links in the email don't lead to Waterstones.com.

How Secure is Waterstones.com?

We use the strongest and most secure, commercially available version of Secure Socket Layers (SSL) encryption. This is the industry standard for e-commerce and the best solution currently available for secure, online commerce transactions.

SSL encrypts all of your personal information, including your credit card number, name and address. This ensures that your details cannot be read as they travel over the Internet.

You can find out all about SSL certificates here: www.symantec.com/page.jsp?id=ssl-information-center

What is MasterCard SecureCode/Verified by Visa?

MasterCard SecureCode and Verified by Visa are both schemes set up by card providers to add an extra layer of security to your online shopping.

The cardholder has a personalised password or private code registered with their card that is entered during the checkout process, usually as a final step.

To participate in the scheme you will need to register your details with your card issuer, who will be able to provide you with specific details.

Find out more about Mastercard Securecode: www.mastercard.us/securecode.html

Find out more about Verified by Visa: www.visaeurope.com/en/cardholders/verified_by_visa.aspx


Problems With Payment

If you experience any payment problems when placing an order on Waterstones.com we would recommend that you try to resubmit your payment details. If your payment still fails please contact your card issuer to ensure there are no problems with your account before contacting our Customer Support Team.