Click & Collect
Refunds and Returns
Buying on this website
Animators Survival Kit
Website Error Messages
Customer Reviews and Rating Guidelines
How Do I Join Your Mailing List
How Do I Contact Website Customer Services
We have different Availability references on the website that can refer to the same title these are;
- Delivery - This refers to how quickly Foyles can supply this title using our own branches, book wholesalers, publishers and their distributors.
- Click & Collect - This allows the user to see the quantity in stock in each of the Foyles branches and buy this stock via the Click & Collect option.
- New & Used - Each Marketplace Seller shows an Available Qty that is accurate at the time of listing but does not guarantee completion of the sale.
If you have a book on the website does that mean it is in stock in Foyles?
No. You can see which branches have stock and even how many copies by clicking the Click & Collect button.
We must stress that, although we update our website several times a day with the latest stock figures from our stores, the sheer number of sales and deliveries, and customers browsing or mid-purchase, means that there may occasionally be small variations on the figures shown.
What is the difference between store and online availability?
Our Online availability message is the Delivery Order Type which tells you how quickly Foyles can order the item ready for despatch to you or a store. Although we obviously use the stock in our branches as part of fulfilling our customers' orders, we also use a number of other suppliers and the publishers themselves to ensure the quickest possible delivery.
Although it may sound counter-intuitive,our shelves being open to the public it is not always quickest, most reliable or cheapest for us to take a book from our shelves for despatch to you.
What do the different Delivery Availability messages mean?
We have a variety of availability messages. Where our suppliers provide their stock data we can be most certain of supply and this is reflected in the message itself. Foyles will always contact our supplier directly to re-confirm availability and advise you of any delay. 'Our Warehouse' is a generic term to mean a source that we know has stock to supply.
Despatched in 1 business day. = Stock levels are known and our suppliers can despatch to our customer directly.
Despatched in 2 business days. = Stock levels are known. Our suppliers must deliver to Foyles for despatch to you, taking a day longer.
Despatched in 5 business days. = Stock levels are known. Our suppliers are in the USA this is the length of time before the standard delivery times apply..
To Order. Estimated despatch in 1-3 weeks. = The publisher has listed the item as being 'in print', but this can run the gamut between 'in stock at their distributor' to 'no copies exist but the publisher has not yet made it out of print'.
On average, though, if such an item is in-stock item it will be delivered to Foyles in 1 week. Very temporarily being out of stock or having to despatch from a long distance can stretch to 3 weeks. If any order looks as if it will take longer than 3 weeks, we will always contact you and you can cancel the order if you wish.
To Order. Non-UK supplier. Estimated despatch in 3-5 weeks. = As above but for overseas publishers. Delivery time to Foyles for despatch to you when the book is in stock at the supplier takes an average to 3 weeks but some countries take as long as 5 to supply and sometines there are customers delays.
For those items that have a US flag our US warehouse is ordering the book from the US publisher and will despatch the time to you as soon as possible. The same timescales apply.
Pre-order. Despatch on publication dd/mm/yyyy = The item has not yet been released by the publisher. We can order in advance of publication and normally the publisher will deliver either just before or on the day of publication. Then we can dispatch to you. However, publishers can also change publication dates without warning or embargo a title (making it contractually illegal for us to sell it before a certain date).
Printed to order. Despatched in 1 week. = This item is being printed specifically to fulfil your order. The supplier is known to us & reliably provides the books in this time.
Printed to order. Despatched in 2 weeks. = This item includes colour and is being printed specifically to fulfil your order. The supplier is known to us & reliably provides the books in this time. The colour process is currently done in the US which is the cause of the extra week.
Printed to order. Despatched in 2-3 weeks. = This item is being printed specifically to fulfil your order. We do not have information on the suppliers processes and our experience with this orders is that the order time can vary rather a lot, sometimes beyond this average timescale.
Available via New & Used Online only. = This item is either permanently or temporarily unavailable via its original suppliers. It is however available via our New & Used Marketplace where sellers still have stock from before it became unavailable. Please note that the rarer the availability of the book the higher the price can be above List Price.
Currently Unavailable = This item is either permanently or temporarily unavailable via its original suppliers and we have no means of ordering it for you.
Immediate download available.= This is an eBook available as soon as the purchase has been completed. Clicking on the item or the Add to Basket button will open our eBookstore to complete the purchase.
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Our List prices. These are normally the Recommended Retail Price. However, as we take multiple sources of data, these can sometimes conflict with each other. When listing a price we follow the most reliable source though we would not want to suggest that this is the empirical RRP, as even the industry provider of bibliographic and price data supported by the publishers does not always get updated by the publisher immediately. This also accounts for differences in List Prices between our stores and our website.
We always base our Click & Collect discount from the List price.
Our Online Delivery prices. We offer a range of discounts whenever we can, up to 50% on some lines. We will always honour any online price even if the offer has closed by the time your order is ready for despatch.
Our Click & Collect Price. We offer a discount to customers using our website to buy items in our stores. This reflects the fact that customers are required to pay in advance for these titles and wait a minimum of 4 hours before collecting the items. The surety of the sale and the convenience of processing the sale along with other orders allows us to do this. Customers requiring immediate collection or not wishing to pay until collection may still contact our branches to arrange this but no Click & Collect discount is available.
Price differences between our bookstores. Our stores offer a number of discounts and special offers. As these are tied to the stock they hold at this time, we do not necessarily match these exactly on our website. In turn, the discounts on our website are more extensive than in our stores due to the fact that the goods do not have to be pre-bought before the customer's order is received, which has inherent cost savings and allows us to choose the cheapest supplier at the point the order is placed.
However, the speculative purchasing of stock for customers to buy at their discretion in our stores does we hope provide immediate availability as well as our staff's expertise to both our store and online customers that is valued by our customers. Customers prepared to pay in adance of collection for the store stock can take advantage of our Click & Collect Price.
In addition our Foyalty card (loyalty points scheme) provides additional discounts to our customers when the use earned points to pay for purchases in-store and online.
Why are there multiple prices for the same book format?
Sometimes a book is available from 2 different publishers at the same time in the same format. The Retail price is decided by each publisher and these can be different. Often the publication of one version will be earlier than the other and the customer then has a choice when weighing up price against availability.
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Where do you get your bibliographic information from?
Foyles uses a variety of sources, including our own stockfiles but mainly our data comes from the acknowledged industry leader, Nielsen Bookdata. Publishers around the world provide their publication details to Nielsen as standard. This is therefore normally the most accurate source of data there is.
How can I makes changes to your bibliographic data?
Neither the publisher nor Nielsen is immune from mistakes, or delays in changes being updated. If you know that data is wrong we suggest you contact Nielsen directly as all UK booksellers and beyond will then get this update.
If you need the information updated immediately, please provide as much detail as possible to Foyles Customer Services and they will pass this information to the relevant party at Foyles.
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Click & Collect
What does Click & Collect mean?
Most people are familiar with the concept of reserving a product by phone or email and then paying and collecting it from a store later. Foyles have extended this concept to allow customers to also use our website to do this and and buy at the same time. Because Payment is taken in advance (but only once availability is certain) and orders are processed together we are also able to offer a discount to customers.
What you need to know about Click & Collect
'Click & Collect orders made via this website will be available for collection on the following schedule, within our bookstores' various opening hours;
Monday - Saturday:
- Latest Click & Collect order time for same-day collection is 6pm.
- Earliest collection time for orders made before 8am is 11am.
- Orders made after 8am will be available for collection after 4 hours.
- Latest order time for same-day collection is 4pm.
- Earliest collection time for orders made before 10am is 12 noon.
- Orders made after 10am will be available for collection after 4 hours.
These timings allow our customer services team to contact you confirming the collection or to make other arrangements should the item be unavailable. While we make every effort to keep this stock listing accurate, we cannot guarantee availability in our bookshops. Please note that although you may reserve by contacting the stores directly at any time during their opening hours, the instore price will apply and an immediate response may not be available.'
When do I pay?
At the time of your Click & Collect order we pre-authorise your card, but we do not charge your card until our staff have removed the books from sale ready for you to collect.
At this point, we will take payment and send you a confirmation email, so that you can collect at a time of your convenience (after 4 hours) and collect your book/s and receipt at the same time.
What is the Click & Collect Price?
We offer a discount off the List Price to customers using our website to buy items in our stores. This reflects the fact that customers are required to pay in advance for these titles and wait a minimum of 4 hours before collecting the items. The surety of the sale and the convenience of processing the sale along with other orders allows us to do this. Customers requiring immediate collection or not wishing to pay until collection may still contact our branches to arrange this but no Click & Collect discount is available.
Is my Click & Collect guaranteed to be available?
A simple rule of thumb is that the more copies we have in stock in any branch the more confident you can be that the item will be available to you. Even where we have only 1 or 2 copies listed, we have an excellent track record in providing these items to customers instore and online.
However, sometimes a customer may purchase the last copy before we have had time to remove it from the shelf, or an item may go astray.
This is why we will always contact you within the 4-hour collection period to either confirm that your order has been completed or make other arrangements if the book has sold or has otherwise become unavailable in the meantime.
Why are there time restrictions on your Click & Collect service?
This service reflects the different opening hours of our various stores and allows our staff time to locate your book and contact you to confirm availability or suggest alternative arrangements in the unlikely event that the book is no longer available. We therefore recommend that you don't travel to us until you know from our confirmation that it is ready for you.
All of our bookstores are contactable by phone and email during their opening hours and will be happy to take your order in this way, at the store price.
What happens if I arrive earlier than 4 hours to collect my book?
We can't guarantee that you can collect earlier than the time we gave you. If you arrive early, the order is not ready and you don't wish to wait until it has been completed, then you may buy the book via our tills at the instore price. Your card will not yet have been charged. You will need to make this clear to our staff so that your Click & Collect order can be cancelled.
We should advise you that the pre-authorisation on your card cannot be cancelled but will expire at the time set by your card issuer.
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Refunds and Returns
Foyles unconditionally guarantees books purchased through this site, except those sold via the Foyles Marketplace where different terms and conditions apply. If you are not completely satisfied with your purchase, you may return it to us in its original condition within 30 days of receiving your delivery or collection notification email for a refund of the product cost and despatch cost without needing a specific cause although the buyer is responsible for any costs of returning the goods. However if the return is due to an error that we or our service providers have made, we will gladly refund both the original delivery charge and the cost of return postage.
Exclusions to this are Marketplace items, eReaders and eBooks (see below), CDs or DVDs (including where they are included within a larger package), where the seals on the products have been broken, or any items that are marked as non-refundable on their product pages at the time of ordering. Your statutory rights still apply for all such items.
Specific reasons for returning goods
DAMAGE - If the item is damaged upon receipt or collection please advise Foyles Customer Services within 7 days. The time limit for return is still 30 days for your convenience.
LATE DELIVERY - In the event of dispatched items being delayed or lost in the post we will offer to replace or refund:
21 days after dispatch if the item was sent UK 2nd Class
14 days after dispatch if the item was sent UK 1st class
21 days after dispatch if the item was sent Western Europe Airmail
21 days after dispatch if the item was sent USA/Canada Airmail
35 days after dispatch if the item was sent Rest of the World Airmail
Courier services will only be refunded or replaced if the tracking details show that the goods have not been signed for at the correct address. If the goods are delayed through customs or issues with the receiver of the goods Foyles will not refund or replace. Should delays occur in the delivery that are caused by the courier a discretionary refund to reflect the level of service may be provided.
Please note this excludes Marketplace deliveries which have a separate set of timings due to the goods being sent by the Seller not Foyles. See our Marketplace Help for full information.
All returns should be securely wrapped and sent, with the original packing slip and reason for the return, to the following addresses: Returns Department, W & G Foyle Ltd, 113-119 Charing Cross Road, London WC2H 0EB, United Kingdom.
Please contact Foyles Customer Services before returning your book so that we know to expect your return.
Are not refundable unless the product is faulty as these are not returnable by either the purchaser or retailer to the supplier. eBooks are deemed delivered to the purchaser upon the provision of the download file and Foyles is not responsible for any issues local to the purchaser, or for any decision by the purchaser not to download the eBook.
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How do I buy a Card?
Cards to any value can be bought in any of our bookstores and on-line in set denominations. To see these denominations visit our Foyles Gift Cards page or type 'Foyles Gift Cards' into the search box.
What is the minimum amount I can put on a Card?
The minimum amount required to activate or top up a card is £1.
How do I use my Card?
Simply make your selection and use your card at the till or during online checkout as you would any other form of payment. When you enter your card number please enter from the first to last digit with NO spaces in between.
What can I buy with my card?
Foyles Gift Cards can be used to purchase any items within our bookstores including books, CDs, DVDs, gifts, stationery, calendars and diaries. They cannot be used to purchase eBooks, Theatre Tokens, additional Gift Cards or National Book Tokens. They cannot be used in the Foyles Café.
Do I have to spend all the money on my Card in one transaction?
No. You keep any remaining balance on your Card to spend at another time.
Can I get change in cash if my purchase comes to less than is on my Card?
No. The remaining balance on the Card can be used for future transactions.
Can I use more than one Gift Card in a transaction?
No. You can split your purchase into several transactions and pay with a different card each time, if you wish.
What payment methods can I use to buy Gift Cards?
All Foyles standard payment methods are available. In-store this also includes National Book Tokens.
Online, only Credit and Debit Cards can currently be used.
Gift Cards cannot be used as tender to buy other Gift Cards.
How do I check my balance?
To check your balance, register your gift card on your Foyles website account. You can then see your balance both within 'Your Account' and during any online checkout. You can also ask in-store or call us on 020 7437 5660 menu option 4. You can register for a Website account here.
Can I top up my Card?
Cards can be topped up at any time at any of our bookstores or by calling 020 7437 5660 menu option 4. Cards cannot currently be topped up on-line.
Can I return purchases bought with my Gift Card for a refund or exchange?
Yes. You can return goods that fall within our normal refund policy. We will credit your card with any balance due.
Can I return my Gift Card for a refund?
No. Gift cards themselves are non-refundable. You can use the money on your Card to purchase goods in our bookstores.
Can I have my Card gift-wrapped?
Gift Cards come with a free matching greetings card, but for £2.50 can also be supplied in a beautiful presentation box tied up with Foyles ribbon; simply request gift wrapping when you place your order or purchase at a till.
Does the Card expire?
If the Card is not used for 24 consecutive months, the Card will expire and any remaining balance will be deducted.
What happens if I lose or damage my Card?
Foyles cannot be held liable for lost, stolen or damaged cards. Please treat the card as cash. In the event of damage to your card please come into a Foyles store or call us on 020 7437 5660 menu option 4 and we will replace your card if possible.
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Foyalty at Foyles
What is Foyalty?
Foyalty is a card-based loyalty scheme. Joining Foyalty allows you to earn points on purchases and use these points to get money off future purchases.
How do I join?
You can get a Foyalty card from any of our bookstores or by applying on our website here. You will need to have the card activated at any of our till points or you can register it in the My Account section of this website. When you enter your card number please enter from the first to last digit with NO spaces in between.
Why should I join?
Every time you make a purchase in-store or online you will receive points. You get 4 points for every pound spent (that's one point for every 25 pence). Every point is worth 1p and can be redeemed in-store or online. We also offer bonus points on some items. When you register your personal details online you will also receive 100 bonus points.
Do I get points on everything I buy from Foyles?
You get points on most products including those on our Foyles Marketplace, but not eBooks, Gift Cards, Book Tokens, Theatre Tokens, stamps, electronic devices and some other selected products. Points are not available from any of our inctore concessions.
Can I redeem my points on everything at Foyles?
Points can be redeemed on most products including those in the Foyles Marketplace but cannot be redeemed for eBooks, Book Tokens, Theatre Tokens, stamps, electronic devices and some other selected products. Points cannot be redeemed in any of our instore concessions.
How do I log in to the Foyalty website?
Go to www.foyalty.co.uk and select 'My Account'. Enter your card number and password (the first time you log in this is the email address you gave us and is on the receipt we gave you).
How do I check my points balance?
You have 2 options.
By creating an account on the Foyles website (which you are currently visiting) and registering your Foyalty card on it you can see your current balance at any time on the 'Your Account' page.
Alternatively you can also log in to the Foyalty website. Your points balance is displayed at the top of the screen. There is also additional information on your transactions available to you there.
How do I get my bonus points?
Log in to the Foyalty website. Click on 'My Account' in the upper right-hand corner. Select 'Contact Details' (on the left-hand side) and enter your details. Select 'My Interests' and enter the subjects you are interested in. Your bonus points will then be added to your account.
What if I lose my Foyalty card?
Foyles are not liable for lost or stolen cards. However, we will endeavour to issue you with a new card and transfer your previous balance. Please email us on: firstname.lastname@example.org or call +44 207 437 5660.
When are points added to my account balance?
Points are added instantly whenever you make a qualifying purchase. In the event of a systems failure, points will be allocated when the system is back online. For orders placed on our website, points are added at the point of sale for each item. Therefore points addition could be staggered on a single order depending on the despatch time.
Do I have to have enough earned points for the whole transaction when I redeem them?
No you can use your points as a partial payment for both items instore and online. All other payment methods including the Foyles Gift Card are available in combination with your Foyalty payment.
Can points be added to my card if I forget to bring it with me?
If you make a qualifying purchase in a store but have forgotten your card then hold on to your receipt and bring it back to us along with your Foyalty card. We will then add the points to your card. On our website once you have registered your card all transactions will automatically earn points from that time onwards.
Can I have points from previous purchases added to my card after I sign up?
No. Points can only be given for purchases made after you have signed up for a card. However if you have placed an order on our website since you opened your Foyalty account but had not yet registered your card, please contact our Customer Services Team. Depending on the timing and number of transactions since you opened your Foyalty Account ,we will add the points from your card.
Can I have more than one card linked to one account?
Yes. Log in to the Foyalty website. Click on 'Add Cards' on the left-hand side. Enter the card number and password of the card you wish to link to your account.
Can I get points for purchases online?
Yes.on both this Foyles website and our sister website www.GrantandCutler.com.
Please note that points are only earned from either website at the time the order becomes a sale and the goods are despatched or available for collection.
On the Foyles website - All products display the number of points you will earn if you buy them. In order to earn points you need to register your Foyalty card on your Website account. This can be done on your account page or during checkout. If you do not yet have Foyles website account you can register for one here. When you enter your card number please enter from the first to last digit with NO spaces in between.
On the Grant and Cutler website - we currently can't display the points values on each product but the allocation IS the same at 1 per 25p. In order to earn your points you need to email email@example.com when you place your first order and include your Foyalty card number. Staff will add this to our records and your current and future orders will all earn points automatically without further intervention.
Can I redeem (use as payment) points online?
Yes but currently only on this website, www.foyles.co.uk*.
In order to earn points you need to register your Foyalty card on your Website account. This can be done on your account page or during checkout. You can register a Foyalty card here. Once registered you can choose to use any earned points as a method of payment during checkout. When you choose to redeem your points during checkout the points value is reserved so that you can't accidentally spend them elsewhere before the order is completed. The later sale will complete your payment. When you enter your card number please enter from the first to last digit with NO spaces in between.
* not on www.grantandcutler.com & not currently on ebooks.foyles.co.uk
How do I register my Foyalty card on the Foyles website?
If you already have a Foyles website account go to 'Your Account' page and click 'Register a Foyatly Card'.
You will need the card number as an incorrect number will be rejected.
If you do not yet have Foyles website account you can register for one here. Once created the same procedure applies.
What happens if my website order is cancelled?
If you cancel your order or if any element of it is unavailable any points that have been reserved for paying towards the order will be made available for you to spend another time. You will not earn any points for cancelled order lines but if you choose an alternative then the relevant number of points for the new item can be earned instead.
Can I exchange points for cash?
No. Points can only be used for purchases in Foyles stores or Foyles website.
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As with all computer systems errors are possible. Most are temporary issues caused by local networks, PC or Internet Service providers. However if you are able to eliminate these possibilities or the fault is occurring over a long period of time then please make a note of any on screen message and contact us with as much detail as possible.
If you are in the process of placing an order and an error occurs do not worry: if we are unable to resolve this or it is outside of Foyles' business hours we will place your order via other means at the online prices at the first opportunity. Your credit card information will continue to be kept securely.
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How to Join Our Mailing List
Just click this link to Join Our Mailing List to go to the sign up page. If you don't want to do that now it can be found at the top right of every page of the website and in the bottom left of the Footer in the Your Website Login section.
Once you have entered your name and email address and chsen from the options available click Submit & you will be automatically added to our mailing list in the next couple of days.
If you open a website account then you can both join our mailing list and alter your contact preferences.
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How to contact Website Customer Services
You can do so in a number of ways:
Tel: 00 44 (0) 20 7440 1557 - Monday to Saturday 9.30am to 6pm
Fax +44 (0)20 7434 1574
113 - 119 Charing Cross Road
WC2H 0EB United Kingdom
Or simply click the links for firstname.lastname@example.org anywhere on this website.
We look forward to processing your order with the speed and efficiency you have come to expect from Foyles. We have 100 years of experience behind us and as we embrace the new technology now available we are keen to have feedback from any customers about how the service is run. Please do not hesitate to contact us if you have any suggestions.
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