National Book Tokens

Important: Scheduled Maintenance Update for Gift Card and Loyalty Scheme

On Sunday 17th August we will be undertaking some important maintenance work to enhance your loyalty schemes and gift card experience.

While we hope to keep disruption to a minimum, we are expecting there to be a short period where these services will be unavailable online and possibly in store.

Scheduled Downtime:

Start: Sunday 17 August, 18:00 BST End: Monday 18 August, 19:00 BST If this scheduled downtime overruns, please bear with us. We will be making every effort to have the service up and running as quickly as possible, with additional updates available via our customer service team.

What This Means for You:

  • You won’t be able to see your Hatchards Rewards, gift card or National Book Token balances during the downtime.
  • You will be unable to spend your Hatchards Rewards balance, gift cards or National Book Tokens during the downtime.
  • If you reach 10 stamps through purchases during the downtime, they won’t convert to £10 until the system is back online.
  • If you buy an eGift card it cannot be sent to the recipient during the downtime.

Need Support?

If you have any enquires, need any additional support or encounter any issues during this time, please contact us the via our customer service.

As usual our customer service team will be available to help via our telephone and our customer service helpdesk from 09:30 on Monday 18th August.

We thank you for your continued support and hope to see you shopping with us soon.

Hatchards Gift Cards, National Book Tokens and other Vouchers

Here you'll find Frequently Asked Questions and Terms and Conditions for our range of National Book Tokens and information on other Gift Cards, vouchers and tokens from selected service partners that we accept in our shops and online.

Frequently Asked Questions

Can I use Hatchards or National Book Token Gift Cards online?

Yes, we happily accept National Book Token Gift Cards for online payment, in addition to pre-paid Gift Cards provided by VISA and MasterCard, for example.

Please note that Hatchards Gift Cards cannot be purchased using the balance of a Hatchards or National Book Token Gift Card.

How can I top up my Hatchards Gift Card?

You can top up your Hatchards Gift Card at any Hatchards bookshop. Just present your Hatchards Gift Card to a bookseller and purchase the amount you would like added to your Gift Card.

You cannot however top up Hatchards Gift Cards online at Hatchards.co.uk.

How do I spend a Hatchards or National Book Token Gift Card?

How to Pay:

  • Select your items and proceed to the checkout as usual.

  • On the 'Payment' page, enter the Hatchards or National Book Token Gift Card.

  • Enter the security code or PIN that is hidden beneath the scratch-off strip, then select 'Add Gift Card'.

  • The available balance will be displayed.

  • Choose how much of the balance to use and select 'Apply Gift Cards'. You will then see the order total change to reflect the redemption.

  • If you have no further balance to pay, select 'Place Order', otherwise scroll down to select another payment method.

  • We will take payment from Hatchards and National Book Token Gift Cards (as well as any redeemed Hatchards Plus balance) at the point an order is placed. If there is any remaining balance to pay, this will be taken from your other chosen payment method when your order is ready for dispatch.

  • Please note that Hatchards Gift Cards and eGifts cannot be purchased using the balance of a Hatchards or National Book Token Gift Card.

How can I check my Hatchards Gift Card?

You can check the balance of your Hatchards Gift Card in three ways:

  1. On the Gift Card page, accessed from your Account Dashboard on Hatchards.co.uk.

  2. If you make a purchase with, or top-up the value of, your Hatchards Gift Card in one of our bookshops, the new balance will be printed on your till receipt.

  3. Present your Hatchards Gift Card/eGift to a bookseller at the till and they will be able to confirm its balance.

How can I check the balance of my National Book Token Gift Card?

You can check the balance of your National Book Token Gift Card in three ways:

  1. Visit https://nbtbooksellers.co.uk/EGC/BalanceEnquiry.aspx

  2. When shopping in our bookshops, making a purchase with your National Book Token will generate the Card's balance on your paper receipt.

  3. Present your National Book Token to a bookseller and they will be able to confirm the card's balance verbally at the till. Add the National Book Token at checkout, to see the current balance.

What can I do if I have a problem with my National Book Token Gift Card?

If you are experiencing a problem with your National Book Token, you will need to contact National Book Tokens for assistance. You can check your National Book Token's balance here.

You can check if your National Book Token has expired here. For all other problems, please visit: https://www.nationalbooktokens.com/contact or contact their Consumer Helpline: 0845 6041698.

My order confirmation email shows the full price. Have you not taken my Hatchards or National Book Token Gift Card payment?

The total shown on your order confirmation email and on your dispatch note is the total value of products purchased before any Hatchards or National Book Token Gift Card values (or Hatchards Rewards balance) have been deducted. If you use a Hatchards or National Book Token Gift Card for full or part payment on an order, this will be highlighted in the payment summary and the value will be deducted from your final payment.

Do I earn Hatchards Plus Stamps if I purchase Hatchards Gift Cards?

No - Gift Card purchases are exempt from earning Rewards Stamps. Please see our Hatchards Rewards FAQ for further details.

Can I use a Hatchards or National Book Token Gift Card and another payment method on the same order?

Yes - if you wish to use your Hatchards or National Book Token Gift Card to pay for part for an order, enter the Gift Card number and security code/PIN at the checkout, decide the balance to use, and select 'Apply Gift Cards', then select another payment method for the remaining total.

I want to cancel an order paid with a Hatchards or National Book Token Gift Card. How will I be refunded?

Any Hatchards or National Book Token Gift Card refunds you receive will be transferred to the Hatchards or National Book Token Gift Card you used for the order.

If you have a Hatchards.co.uk account, your Gift Card will be stored and the balance will be ready to use in the checkout when you next place an order.

If you do not have a Hatchards.co.uk account and no longer possess the Hatchards or National Book Token Gift Card, please contact us by email for assistance at [email protected]. Or, if you know your National Book Token Gift Card number, please contact National Book Tokens, https://www.nationalbooktokens.com/contact or by contacting their Consumer Helpline: 0845 6041698.

I want to return a Hatchards or National Book Token Gift Card. Is this possible?

Hatchards or National Book Token Gift Cards which have been purchased in-store cannot be returned and are not refundable.

Hatchards Gift Cards which have been purchased online may be returned and a refund will be given, provided:

  1. The Gift Card is unused and undamaged

  2. Proof of purchase is provided

  3. You notify us within 14 days of receiving the Gift Card that you wish to cancel your purchase

  4. You return the Gift Card to us within 14 days of giving such notice

Please see our Hatchards Gift Card Terms & Conditions for further details.

Can I use paper vouchers on Hatchards.co.uk?

No - we cannot accept paper vouchers as payment online on Hatchards.co.uk. Hatchards and National Book Token paper vouchers are still accepted in our shops.

Other Gifts Cards and Vouchers

In our shops, we are happy to redeem National Book Tokens and other Gift Cards and vouchers from selected service partners. The following Gift Cards and vouchers are accepted in our shops, but we do not currently accept them on Hatchards.co.uk:

  1. National Book Token paper vouchers

  2. Love2Shop cards/paper vouchers

  3. One4All Gift Cards/paper vouchers

  4. Leisure Vouchers

Theatre Tokens

For lovers of the stage, Theatre Tokens are the perfect gift of choice. Without expiry and valid in more than 260 venues across the country, for over 36 years Theatre Tokens have proved an invaluable way to support this most precious of arts. Theatre Tokens are available to buy in selected Hatchards bookshops (please phone ahead to check availability at your local shop).

Paper Vouchers

Paper vouchers are accepted in Hatchards shops, but not on Hatchards.co.uk.

One4All Gift Cards

We do not accept One4All Gift Cards/paper vouchers online at Hatchards.co.uk. These are however welcomed in our bookshops; please visit https://www.highstreetvouchers.com/gift/contact-us for further information.

Love2shop Gift Cards

We do not accept Love2shop Cards or paper Vouchers online at Hatchards.co.uk. These are however welcomed in our bookshops. Please visit https://www.love2shop.co.uk/customer-support for further information; a complete list of where to spend Love2shop Vouchers and Love2shop Cards can be found https://www.highstreetvouchers.com/gift/where-to-spend-love2shop-cards.

Leisure Vouchers

We do not accept paper Leisure Vouchers, their Gift Card or e-Gift Card online at Hatchards.co.uk. Paper Leisure Vouchers are however welcomed in our bookshops; please visit https://www.leisurevouchers.co.uk/faq for further information.

Hatchards Gift Card Terms & Conditions

Validly activated Gift Cards issued by Hatchards can be used as full or part payment for goods in Hatchards shops and for purchases made online at Hatchards.co.uk.

For online purchases please follow the redemption procedure accordingly (see above).

No change or refunds will be given where the sales transaction is for an amount less than the balance on the Gift Card but the balance may be applied to future purchases.

Gift Cards cannot be used to purchase gift vouchers, eGifts, additional Gift Cards or book tokens nor can a Gift Card (and any Gift Card balance) be exchanged for cash.

Hatchards reserves the right to refuse to accept any Gift Card payment where it deems that a Gift Card or eGift has been tampered with, duplicated or where it is otherwise suspected to be affected by fraud.

A Gift Card or eGift is for personal use only and it may not be used for commercial purposes (including but not limited to resale) without Hatchards prior written consent.

Gift Cards are exempt from Hatchards Standard Returns Policy.

A physical Hatchards Gift Card purchased online may be returned to Hatchards undamaged, unused and with proof of purchase and Hatchards will refund the value of the Gift Card. Please note:

You must inform Hatchards of your intention to cancel your purchase within 14 days of the date that you receive your Gift Card from us. You must either: email us at [email protected], telephone us on 0115 907 1899 or write to us at Waterstones c/o Encompass Print Solutions, Encompass House, Manners Industrial Estate, 17 Birkdale Close, Ilkeston, Derbyshire DE7 8YA.

Please include a clear statement that you wish to cancel your purchase and details of your name, address, details of the order you wish to cancel and, where you have provided them to us as part of your order, your phone number and email address.

After you have informed Hatchards of your intention to cancel your purchase, you should return the Gift Card to us at your cost within 14 days of your giving us notice to cancel your purchase and Hatchards will reimburse to you (by the method used to pay for the original transaction) the amount, less the cost of postage. Hatchards will make the reimbursement no later than 14 days after the day Hatchards receives back from you the returned Gift Card.

The minimum amount required to activate or top-up a Gift Card is £1 and the maximum Gift Card limit is £500.

A Gift Card is not a cheque guarantee, debit or credit card.

If a Gift Card is not used for a period of 2 years from the date or purchase (or date of last card transaction, if later), it will automatically expire and any remaining balance will be deducted.

Please protect your Gift Card and treat it as cash. Hatchards cannot be held liable for lost, stolen or damaged Gift Cards or any credit amounts on such Gift Cards. Hatchards reserves the right to issue another Gift Card for the unspent balance of an original Gift Card at its discretion on production of your original receipt, but Hatchards is not responsible for funds used without your knowledge.

Hatchards reserves the right to add to or waive these terms and conditions on reasonable notice for legal, security or regulatory reasons or to discontinue the Gift Card scheme at any time in the event of circumstances beyond its reasonable control. Customers will be notified in advance via in-store displays in the event of any such change.

Gift Cards may be used for payment of goods of a higher price than the current Gift Card balance, on payment of the difference. Over payments, where goods are subsequently exchanged for goods of a lower price, will be added to the balance of the Gift Card (see above for online procedure).

Additional terms and conditions apply for online Gift Card use - please see above.

Gift Cards are issued by Waterstones Booksellers Limited, 203-206, Piccadilly, London, W1J 9HD (Company number 00610095).

National Book Token Gift Card Terms & Conditions, please visit https://www.nationalbooktokens.com/giftcardtandcs.