Returning Items

Our extended returns policy is for a 30 day period. If you have any questions regarding the returns process below please contact our Customer Support Team.

Free UK Returns

You can return an item to any of our bookshops for a refund or exchange free of charge. Please simply bring the dispatch note which accompanied your order.

Free UK returns by post

Please note you must include a note clearly displaying your order number, full name, reason for return and if you wish to receive a refund or a replacement.

Accompanying your order will be a dispatch note. Please follow the instructions written on this note to return your order free of charge. Alternatively, if you've lost your dispatch note our freepost returns address is below and you can print a copy of the address to use as a label.

Freepost returns address: Hatchards Piccadilly 187 Piccadilly London W1J 9LE

Please note:

Our freepost returns address can only be used for orders placed on Hatchards.co.uk If you have made a purchase in one of our shops and you would like to return it, please speak to a bookseller in store. Be sure to mark the return reason using the codes supplied, and also mark whether you would like a refund or a return. For the return of high-value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items.

International Returns

International Returns by Post

To return for refund any items ordered internationally online, please complete the following:

Enter one of the eight Returns Reason Codes listed on the Dispatch Note against the relevant item.

Using the tick box alongside, indicate your request to receive a Refund.

Repack the item (in its original packaging, if applicable) along with the Dispatch Note (please note the FREEPOST service is only open to customers within the UK). For the return of high-value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non-delivery of returned items.

Please post your completed returns to:

Address: Hatchards Piccadilly 187 Piccadilly London W1J 9LE

Exchange and Refund Policy Terms and Conditions

1. Hatchards is happy to exchange or refund your items on presentation of a valid receipt.
2. This does not apply to electrical items or face masks, where refunds or exchanges will be given only if the seal is unbroken or the product is faulty.
3. Goods must be returned within 30 days of purchase or receipt (whichever is the later) and be in perfect condition in their original packaging.
4. Your right to an exchange of faulty/damaged items has a return period greater than 30 days in accordance with your statutory rights.
5. Perishable goods (including any food products and or goods that have an expiry date) will not be eligible for exchange or refund unless such goods are damaged, supplied incorrectly or sold not as described.
6. We will refund to your original payment method.
7. Physical Hatchards gift cards purchased at a till point in a Hatchards store are not eligible for refund and/or exchange under this Standard Returns Policy.
8. For refund and/or exchange of gift cards purchased online and/or eGifts please refer to Hatchards or Hatchards Gift Card Terms & Conditions. Our Standard Returns Policy is not applicable to gift cards purchased online and eGifts.
9. You may be requested to provide photographic evidence of the fault or damage to the product before the processing of a refund or exchange.

Hatchards Gift Card Terms & Conditions

1. Gift cards and eGifts are exempt from Hatchards Standard Returns Policy.

Physical gift cards purchased in-store

• A physical Hatchards gift card purchased in-store is not eligible for refund or exchange.
• Physical gift cards ordered online 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 the purchase within 14 days of the date that you receive your physical 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 the purchase of your physical gift card 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 the purchase of your physical gift card, 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. eGift orders used online only with no physical card:
• eGift orders cannot be exchanged or refunded, once electronically delivered, except in accordance with your statutory rights. Risk in the eGift shall pass to you upon electronic delivery of the eGift. You are able to cancel your eGift order at any time up to 14 days after the day your order was placed (providing it has not yet been electronically delivered). However, you agree that your right to cancellation is waived upon the electronic delivery of your eGift, as detailed in the order confirmation email you received.