Buying on this website
National Book Tokens
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 by clicking the Click & Collect button, but it may be safest to call the store first to confirm, before making a special journey.
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.
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 can differ from those in our stores.
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.
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.
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.
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.
National Book Tokens
How do I buy a National Book Token card?
You can buy them from any of our stores, or on the National Book Tokens website. 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 a National Book Token card in our stores, but there is a minimum of £5 when you purchase a card on the National Book Tokens website.
How do I use my card?
You can use your National Book Token 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?
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 NationalBook Token card in an online transaction?
Yes. When you use multiple cards the combined balance is transferred onto a single new card, which is then redeemed when you place your order. We recommend you place your order using your existing website account, or by creating one, as the consolidated card will then be visible and accessible to you in the Saved National Book Tokens section of your account.
What payment methods can I use to buy National Book Tokens?
You can pay by credit/debit card or cash. National Book Tokens cannot be purchased using Foyles Gift Cards. Please note that for the time being you can only purchase National Book Tokens instore.
How do I check my balance?
You can check your balance online or by asking a bookseller instore.
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 a National Book Token for a refund or exchange?
Yes. You can return goods that fall within our normal refund policy. We will credit your National Book Tokens card with any balance due.
Can I return my National Book Token for a refund?
No. National 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?
National Book Tokens cards are valid for 8 years from last use, but it’s National Book Tokens’ policy to replace expired cards. If your gift card has expired, find out how to get it replaced on the National Book Tokens website.
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 Tokens card in case it gets lost or stolen, you can register it online. For full Terms and Conditions relating to National Book Tokens cards, please visit the National Book Token website.
For other questions about National Book Token
More information about National Book Tokens can be found on the National Book Tokens website. 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.
Foyalty at Foyles
From 2nd September 2019 points on Foyalty cards that have not been used for 12 consecutive months will automatically expire. All you need to do to make sure this doesn’t happen is to use your Foyalty card for an instore or online purchase, or check your balance instore, at least every 12 months.
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 connect it to your online account during checkout. 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 3 points for every pound spent. Every point is worth 1p and can be redeemed in-store or online. We also offer bonus points on some items.
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 check my points balance?
By registering your Foyalty card you can see your current balance at any time on the 'Your Account' page.
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: email@example.com
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 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. 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 and spend points online you need to first attach your Foyalty card to your online account. This is done during checkout at the Payment Method screen. Once attached you 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?
To attach your Foyalty card to your online account, go through the checkout to the Payment Method screen. Here you’ll have the option to Use Foyalty Points. Just add in your Foyalty card number with no spaces to attach your card to your account—you don’t have to spend any points yet, but you’ll start earning from your first purchase.
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.
Can Commercial Account customers earn Foyalty points?
No, account orders do not earn Foyalty points, nor can Foyalty, Foyles Gift cards or National Book Tokens be used in payment.
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 firstname.lastname@example.org
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
Phone: Our Customer Support phone line is closed until further notice, please use the above email address to contact the Customer Support Team.
107 Charing Cross Road
WC2H 0DT United Kingdom
Or simply click the links for email@example.com 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.