Click & Collect
Refunds and Returns
Buying on this website
Electronic Book Tokens
Animators Survival Kit
Website Error Messages
Customer Reviews and Rating Guidelines
Joining Our Mailing List
Contacting Website Customer Services
Working at Foyles
The same title can have two different types of availability:
- 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.
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.
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 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.
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.
To Order. Estimated despatch in 1-3 weeks = The publisher has listed the item as being available. On average it will be delivered to Foyles in 1 week. 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 weeks to supply, and occasionally there are customs 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 = 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 change publication dates without warning or embargo a title (making it contractually illegal for us to sell it before a certain date).
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.
Our List prices. These are normally the Recommended Retail Price. When listing a price we follow the most reliable source, although we would not want to suggest that this is the definitive RRP, as even the industry provider of bibliographic and price data supported by the publishers does not always get updated by the publisher immediately.
Our Online Delivery prices. We offer a range of discounts and will always honour the online price given at the time your order was placed, even if the offer has closed by the time your order is ready for despatch.
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.
In addition our Foyalty card (loyalty points scheme) provides additional discounts to our customers when points are used to pay for purchases in-store and online.
Why are there sometimes 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.
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 available.
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.
Click & Collect
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.
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.
How long will you hold my order for?
We will hold your Click and Collect order for you for 28 days. Any order uncollected after this will be returned to stock, and your account will be refunded. If you would like your book held for longer please contact us at firstname.lastname@example.org within 28 days of receiving notification that your book is ready for collection.
Refunds and Returns
Foyles unconditionally guarantees books purchased through this site. 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 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:
15 days after dispatch if the item was sent UK 2nd Class
10 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.
All returns should be securely wrapped and sent, with the original packing slip and reason for the return, to the following address:
Web Orders Returns
107 Charing Cross Road
London WC2H 0DT
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.
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 items within our bookstores including books, CDs, DVDs, gifts, stationery, calendars and diaries. They cannot be used to purchase 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. 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. 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.
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 and we will replace your card if possible.
Electronic Book Tokens
How do I buy an electronic National Book Token card?
You can buy them from any of our stores, or on the National Book Token website: https://www.voucherexpress.co.uk/VERSE/nationalbooktokens/index.aspx. Sorry, we’re unable to sell National Book Tokens through the Foyles website at the moment.
What is the minimum amount I can put on a card?
There is no minimum when you buy an electronic Book Token in our stores, but there is a minimum of £5 when you purchase a card on the National Book Token website.
How do I use my card?
You can now use your electronic National Book Token card both in our stores and on our website. Simply make your selection and use your card at the till or during online checkout as you would any other form of payment.
What can I buy with my card?
Electronic National Book Tokens can be used to purchase any of the books on our website or in our stores. 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 electronic Book Token in a transaction?
No. You can split your purchase into several transactions and pay with a different card each time if you wish, but if you want to use more than one electronic Book Token in one transaction, you can email your card numbers to email@example.com and a member of the National Book Tokens Customer Service Team will be able to consolidate the cards for you. Please note, this has to go through National Book Tokens, not Foyles.
What payment methods can I use to buy Book Tokens?
You can pay by credit/debit card or use PayPal. Please note that for the time being you can only purchase Book Tokens instore.
How do I check my balance?
You can check your balance by visiting the National Book Token website: https://nbtbooksellers.co.uk/EGC/BalanceEnquiry.aspx
Can I top up my card? Yes you can, but only instore at the moment. Simply take the card with you next time you visit one of our stores and we can top up the card for you.
Can I return purchases bought with an electronic Book Token for a refund or exchange? Yes. You can return goods that fall within our normal refund policy. We will credit your Book Token card with any balance due.
Can I return my Book Token for a refund?
No. Book Tokens are non-refundable. You can use the money on your card to purchase goods in our bookstores or on our website.
Does the card expire? The electronic National Book Token cards expire if they are unused for a period of 24 months. 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. To help protect the value of your National Book Token card in case it gets lost or stolen, you can register it online at https://nbtbooksellers.co.uk/egcregistration/ For full Terms and Conditions of the electronic National Book Token, please visit the National Book Token website http://www.nationalbooktokens.com/nbtissuedgiftcardtandcs.
For other questions about the electronic National Book Token
Please email the National Book Tokens Customer Service Team at firstname.lastname@example.org. Please bear in mind that, although they are happy to help with National Book Token queries, they cannot answer questions about your order or general stock availability. These questions should be addressed to the Foyles Customer Service Team at email@example.com.
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, but not Gift Cards, Book Tokens, Theatre Tokens, stamps, electronic devices and some other selected products. Points are not available from any of our instore concessions.
Can I redeem my points on everything at Foyles?
Points can be redeemed on most products but cannot be redeemed for 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 is 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 online 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 a 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.
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
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 Foyalty 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.
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, at email@example.com.
If you are in the process of placing an order and an error occurs do not worry; if we are unable to resolve the issue or it is outside of Foyles' business hours we will place your order via other means at the online price at the first opportunity. Your credit card information will continue to be kept securely.
How to Join Our Mailing List
Just click this link to Join Our Mailing List to go to the sign up page. There is also a 'Receive our newsletter' option underneath the search bar if you would like to sign up later.
Once you have entered your details, click 'Join' and 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.
How to contact Website Customer Services
You can do so in a number of ways:
Tel: 00 44 (0) 20 7440 1557 - Monday to Friday 9.00am to 4pm
Fax +44 (0)20 7434 1574
107 Charing Cross Road
WC2H 0DT 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.