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WHSmith.co.uk Terms & Conditions

Application of Terms and Conditions

These terms and conditions apply to all contracts between you and us.

Interpretation

"We", "us, "our", means WHSmith.co.uk

"You", "your" means the person ordering products under these terms and conditions.

"Working days" means all days other than Saturdays, Sundays, and Public Holidays.

"Product" means the product or products you have ordered from us.

WHSmith.co.uk

Is operated by WHSmith Retail Limited, Greenbridge Road, Swindon, Wiltshire, SN3 3RX registered in England and Wales number 05681969, VAT registration number GB238 5548 36, telephone number 0870 444 6444.

The contract between us

After you have confirmed your order we will send you an email summarising each order you have placed. When your order has been packaged and is about to be dispatched to you we will debit your payment card with the total cost of the items being sent.

Contracts formed between WH Smith Retail Limited and you as a result of using this site shall be governed in all respects by English law and you hereby submit to the non-exclusive jurisdiction of the English courts.

Completion of the contract between you and us will take place on dispatch to you of the products ordered. This will be deemed to be our acceptance of your offer and to have been effectively communicated to you.

Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused. We reserve the right to cancel any order where obvious errors in pricing or product description have occurred.

Customer Support

WHSmith.co.uk aims to provide outstanding customer service. If you have any complaint about the service you have received from us please contact our Customer Services Team at Support@WHSmith.co.uk or alternatively please call us on 0870 444 6444, option 3.

Lines are open from 9.00am to 5.25pm Monday to Saturday except Wednesdays when we close at 4.45pm for staff training. We are also closed on Public and Bank Holidays.

Accessibility

Our aim is for WHSmith.co.uk to be fully accessible to customers with disabilities, providing all our customers the ability to navigate the website easily.

We have made important changes to the design so that the website can be read by screen readers. We are working towards a high level of accessibility defined by the W3C (World Wide Web Consortium) as AA compliance.

Privacy

We take your privacy very seriously, so that you can shop with confidence.

When you place orders with our website, we collect certain personal information from you (e.g. your name, email, payment address).

This information is collected and held securely. We use leading security software, called SSL, to encrypt your personal information so it cannot be read by a third party.

WHSmith complies with all applicable data protection legislation, and will treat all your personal information as confidential.

To process your orders efficiently,reputable third-party banking and distribution institutions handle our credit and debit card transactions and order fulfillment. They receive the information needed to verify and authorize your payment card and to process your order. These organisations are under strict legal and contractual obligations to keep your personal information private.

If you would like additional information about our Security and Privacy policies, please contact our Customer Services Team and one of our trained customer service staff will be happy to advise you.

At WHSmith.co.uk, we are committed to protecting your privacy and developing technology that provides a safe online experience.

Because your privacy is important to us, WHSmith.co.uk sites will operate by the following 6 principles. Additional information relating to security and secure payment can be found within our Help Pages.

Principle 1.

WHSmith.co.uk sites will explicitly ask when they need information that personally identifies you or allows them to contact you ("Personal Information"). Generally this information is requested when registering for a site, when requesting a particular service, or when entering a sweepstake or contest. When possible, WHSmith.co.uk sites will provide you with the means to make sure that your Personal Information is correct and current.

Principle 2.

WHSmith.co.uk sites and their necessary service partners use your Personal Information to operate the sites and services and to inform you of new features, services, and products from WHSmith.co.uk and its affiliates. Some WHSmith.co.uk sites may also carefully select other companies to send you information about their products or services which are related to the site's service but are not necessary to its operation (a "Secondary Use").

Principle 3.

If a WHSmith.co.uk site intends to use Personal Information for a Secondary Use, the WHSmith.co.uk site will provide you with instructions on how to decline this service. You may also stop the delivery of informational or promotional mail from WHSmith.co.uk sites by following the instructions on the mail.

Principle 4.

WHSmith.co.uk sites may disclose Personal Information if required to do so by law or in the good-faith belief that such action is necessary to (a) conform to the edicts of the law or comply with legal process served on WHSmith.co.uk or the site; (b) protect and defend the rights or property of WHSmith.co.uk, the site or the users of WHSmith.co.uk, and (c) act under exigent circumstances to protect the personal safety of users of WHSmith.co.uk, WHSmith.co.uk, the site or the public: (d) resolve customer service issues raised by our customers, where we believe this is reasonably necessary

Principle 5.

Your activity on our Website may be monitored for research and development purposes. All information will be treated as strictly confidential by WH Smith Retail Limited, and speed-trap.com Ltd, its agent.

Principle 6.

If at any time you believe that a WHSmith.co.uk site has not adhered to these principles, please notify WHSmith.co.uk by email at customer.service@whsmith.co.uk and we will use all commercially reasonable efforts to promptly determine and correct the problem.

Availability

Our availability information is updated regularly but it is possible that in some instances a title may become unavailable between updates.

We will make every reasonable effort to deliver the products you have ordered within the delivery timeframe displayed on the product page at the time of ordering. If this is not possible your order will be dispatched as soon as goods become available to us. Our policy is to cancel orders if we have been unable to supply goods within 60 days, with the exception of products that have not yet been published or released.

The dispatch and delivery times given are approximate and delays can sometimes occur. You will receive an email as soon as your order is dispatched.

All delivery times quoted on this website are estimates only, these times are based on working days.

You will become the owner of the products you have ordered when the products have been dispatched to you.

Restrictions

By creating an account you confirm that you are aged 18 or over.

In placing an order you confirm that you are aware of any age restrictions on these products and assert that you are old enough to purchase them

.

Certain products are subject to delivery restrictions. Details of any delivery restriction is noted in the synopsis for the product concerned. Products can only be sent to UK addresses and certain products can only be sent to the UK billing address.

In some instances we may decline to deliver parcels to PO addresses. We will contact you if we consider the PO address to be a problem.

All orders are made subject to these Terms and Conditions.

Prices and VAT

Prices shown on this site include VAT, where and to the extent that VAT is required to be applied to the product under UK VAT law. Delivery charges are extra. Please click here for full details.

Although we make every effort to ensure the prices on the website are correct, mistakes may sometimes be made. If we discover a mistake in the price of the products you have ordered prior to their dispatch, we will tell you and give you the option of either reconfirming your order at the correct price or canceling your order. If we are unable to contact you or we receive no reply from you we will cancel your order.

WHSmith.co.uk reserve the right to change prices listed without notice. All orders for products are subject to availability and WHSmith.co.uk reserves the right to refuse to supply to any individual or company.

Promotions

All promotions are subject to availability.

Discounting

Discounts shown in Books, DVD, Games and Magazines are against the RRP. Discounts shown in Stationery, Gifts and Music are against the previous selling price. Due to frequent changes to online prices and promotions you will always be charged the price as confirmed at the time of placing your order.

Multi-Buys

If you choose to purchase a product from a Multi-Buy offer, but do not purchase enough products to qualify for the special discount, the product will be charged at the normal price. When this is the case you will see the following message "You have items in your basket which qualify for a Multi-Buy offer, but you do not currently have enough items to activate this offer". Qualifying products will be marked in your basket. The relevant amount of extra discount will be applied automatically to your total basket price. Should a multi-buy item be cancelled from your order the total cost of the order will be recalculated to reflect that your purchase no longer qualifies for the Multi-Buy discount.

Payment Details

We accept payment by Visa, MasterCard, American Express, Switch, Maestro, Delta, Diner’s Club and JCB.

All product prices and delivery charges are shown in UK pounds sterling.

Before accepting your order we will carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to cover the cost of the transaction. No payment is debited from your card during this pre-authorisation check. For technical reasons, if your order contains products supplied via both WHSmith Jersey and WHSmith UK the pre-authorisation process will pre-authorise the postage and packaging costs twice. At the point of dispatch we will only charge the postage and packing costs once.

Your card will only be charged when the items in your order are ready to be dispatched. Your card will not be debited for items in your order that have not been dispatched.

Our system can hold up to 20 payment cards per account. Your order will be charged to the payment card that you have assigned to that particular order.

Cancellation rights

It is advisable that you cancel any unwanted orders via the "My Account" link on the website, or by contacting our Customer Services team directly on 0870 444 6 444, option 3, before the products are invoiced and dispatched. . Requests for cancellations sent via email (to support@WHSmith.co.uk) may not be actioned immediately which may result in the order being dispatched.

You can also cancel your order within seven working days after the date of delivery by clicking here to contact our Customer Service team or by calling 0870 444 6 444, option 3, where one of our Customer Service team will be able to help. Please have your order number ready when you call.

If you cancel your order within seven working days after the date of delivery you must return the unwanted products to us unused and in their original packaging at your risk and at your cost within thirty days of delivery. Provided you return the unwanted products unused and in the original packaging within thirty days of delivery we will credit your payment card with the cost of the unwanted product and our delivery charges.

You have no right to cancel your order in accordance with this condition if the products you have ordered are: periodical(s) or magazine(s); audio; video or DVD recordings; or computer software where the holographic seal and/or shrink-wrap has been unsealed by you.

Returns and credits

Products can be returned under the following conditions:

• The item must be returned within 30 days of receipt
• Books must be in unused (re-saleable) condition
• CDs, DVDs and Video Games must have their holographic seal or shrink-wrap intact
• Computer games and software which requires a unique licence cannot be returned unless they are faulty
• Magazine gift packs and Experience gift packs can only be returned providing that they are in their original condition and have not been activated
• Any other item must be returned in new condition with its original packing and accessories

Products may be returned:

In person to any WHSmith High Street store.

At the time of return you must show your invoice as proof of purchase. Provided you return the unwanted products unused and in the original packaging you will be credited for the cost of the products and associated postage.

By post in accordance with the following procedure:-

Repackage the products securely and send the products together with the reason for return, the invoice number, your e-mail address or telephone number and instructions as to whether you would like a refund or a replacement. You will find the Returns address on the paperwork that arrives with your order.

Returns by post are made at your risk and your cost. We recommend that you use an insured registered mail service as returns not received by us cannot be credited to you.

Refunds will be credited to your payment card. Refunds will not be paid in cash.

Replacement Goods

If you receive an incorrect or damaged item from WHSmith.co.uk please return it to us within 30 days of receipt for a full refund or exchange.

In the event that you receive a defective item please ensure that you keep any warranty information relating to the product.

Depending on the product type it may be quicker for you to get a replacement product from the manufacturer rather than by returning it to us.

Our Customer Service Team will be able to recommend the best course of action for you.

Incorrect Goods

Where you are returning a product due to an error by WHSmith.co.uk we will refund your return postage costs to your payment card.

Returns can be made to any WHSmith High Street store or can be posted back to the returns address provided with the paperwork received with your delivery.

Unwanted Goods

Your unwanted products can either be returned to a WHSmith High Street store or posted to the returns address provided on the paperwork sent with your order.

Goods Lost in Transit

For deliveries to any UK address please allow 10 working days from date of dispatch. If after 10 days your goods have not arrived please click here to contact our Customer Service team or call our Customer Service team on 0870 4446444 and select option 3.

Partner Websites Refunds

WHSmith.co.uk has approximately 30 partner companies that customers can purchase products from.

Please see the refund and returns policy for the company that you have purchased from.

These items can only be returned directly to the company with which your order was placed. You will find returns details on the paperwork that arrives with your order.

WHSmith.co.uk and WHSmith stores will not accept such products.

Clubcard Terms & Conditions

The WHSmith Clubcard scheme is operated by WH Smith Retail Limited of Greenbridge Road, Swindon, Wiltshire, SN3 3RX. WHSmith Clubcards are issued by, and remain the property of, WHSmith. WHSmith may, at its sole discretion, refuse to issue a Clubcard and may withdraw a Clubcard from a participant at any time.

You may use your WHSmith Clubcard only in those WHSmith stores participating in the scheme.

To earn or redeem points, you must present your WHSmith Clubcard to the sales assistant at the till before your transaction begins. You will not be able to obtain or redeem points by giving the Clubcard to the sales assistant after the end of the transaction.

Points will be awarded when you purchase goods with a total cost of more than £1, but will not be awarded on, and cannot be redeemed against, purchases of book tokens, charity products, cigarettes, gift vouchers, Lotto products, phonecards, stamps, theatre tokens, tobacco and certain other goods which may be notified from time to time. One point will be awarded for every full £1 spent.

Each point has a redemption value of 1penny. You may redeem some or all of your points for goods or for a contribution towards the price of goods once you have received your Clubcard (normally 28 days after receipt of your application form) and started earning points. You may not redeem points for cash.

In the event of the failure of any equipment used to operate the WHSmith Clubcard scheme, WHSmith may refuse to redeem points on any transaction.

If, after purchasing goods on which points have been awarded, you subsequently obtain a refund from WHSmith for the goods (in accordance with your statutory rights or any WHSmith policy concerning your refunds), at the time of the refund, the points awarded on the purchase will be removed from your WHSmith Clubcard. Similarly, if you obtain a refund on goods purchased in whole or part by redeeming points, then all or part of the refund may be given by rewarding you the points which you used.

If you do not use your WHSmith Clubcard for a period of 18 months or over, your name may be removed from the scheme. However, you will be able to reapply for a Clubcard, and WHSmith may, at its sole discretion, re-award to you any points that were held on your Clubcard at the time your name was removed from the scheme.

You may hold only one WHSmith Clubcard at any time. Clubcards are available to UK residents only. You may transfer points to other members of your household who have a WHSmith Clubcard by phoning the Clubcard Helpline.

The conditions of use stated on the reverse of the card form part of these terms and conditions.

You may apply for a new card if yours becomes lost or stolen. Your points balance at the time your card became lost or stolen will be transferred to your new card.

WHSmith may amend or terminate the WHSmith Clubcard scheme or amend any of these terms and conditions (including the value of points), at any time, by giving notice in participating stores. Any printed statements made by WH Smith Retail Limited regarding the WHSmith Clubcard scheme will form part of these terms and conditions.

Limitation of Liability

We will not be liable to you:- For any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the products you ordered which was not within our reasonable contemplation as a probable result of a breach of contract on our part at the time that our contract with you was concluded, or where performance of any obligations to you is prevented, frustrated or impeded by any circumstance or cause beyond our reasonable control.

Severability

If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

Governing Law

These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.

Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected.

Disclaimer

WHSmith.co.uk and/or their respective suppliers make no representations or warranties about the accuracy, completeness or suitability for any purpose of the information contained in the documents and related graphics published in this site; or any of the products of whatever nature details of which appear on this site. All such documents and related graphics are provided, and any such products (where ordered) are accepted by customers, "as is" and without warranty of any kind. All title(s) are ordered subject to availability and prices quoted by WHSmith.co.uk are subject to change without notice due to circumstances beyond the control of WHSmith.co.uk. Should a price change outside the guidelines indicated on our Help Pages, we will contact you by email and ask if you wish to proceed. You will have no obligation to purchase the title(s) at the new price quoted.

We reserve the right not to sell to customers for re-sale purposes.

Prices advertised online by WHSmith.co.uk are valid only when purchasing items from WHSmith.co.uk. Prices may differ from those advertised by other parts of the WHSmith Group; orders placed in store will be charged at the selling price in store.

The information contained in this site may contain technical inaccuracies or typographical errors. All liability of WHSmith.co.uk howsoever arising for inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

Although using the latest encrypted security software from the market leader Microsoft the security of information and payments transmitted via the Internet cannot be guaranteed. Any losses incurred or sustained by users who transmit information by means of email or other internet link shall be borne solely and exclusively by such user and in no event shall any such losses in whole or part by borne by WHSmith.co.uk.

All brand names, product names and titles used in this site are trademarks or trade names of their respective holders. No permission is given in respect of use of any of the above, and such use may constitute an infringement of the holders' rights.

Please note that some of our processes are manual and errors can arise. We carry out frequent checks to detect any errors. If they do occur, we will act immediately to minimise inconvenience and disappointment that may be caused. We reserve the right to cancel any order where obvious errors in pricing or product description have occurred.