Waterstones Support

Welcome to Waterstones support. These pages are here to help you get the most from our website, and also 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, but 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?

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.

How can I reserve a book for collection in a bookshop?

Our Click & Collect service allows all our customers to check whether a book is stock in a nearby branch of Waterstones and reserve a copy for collection within hours.

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

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


Contact Us

Contact Us

How can we help?

Opening Times

Opening Times

Find your local bookshop's opening times

Shop Finder

Shop Finder

Find a shop using our Bookshop Locator