Return & refund?

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Frequently Asked Questions


For purchases made from 1st November 2018 we extend our returns policy until 30 days from Christmas Day (until 23rd January).

Read our standard policies for online returns and store returns

I bought from a WHSmith Store. What is the returns, exchange and refund policy?

WHSmith Wants You To Buy With Confidence

We hope you are delighted with everything you buy from us. However, if for any reason you are not, simply return it to us, in its original condition with your receipt, within 30 days of purchase, and we will gladly find you a replacement or refund your money. The only exception to this are Gift Cards because WH Smith High Street Limited acts as the agent for the third party participating retailers in the sale of Gift Card products. Therefore, any customer queries after purchase must be directed to the relevant participating retailers. Gift Card products can be purchased with WHSmith Giftcards, cash or credit/debit cards only. Multi-retailer vouchers/cards cannot be used to purchase these products. The WHSmith returns, exchange and refund policy does not apply to these products. Expiration of all Gift Card products varies. Please check individual gift cards for expiration date.

This is in addition to your statutory rights.

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I ordered online from What is the returns, exchange and refund policy?

Our returns, refunds and exchanges policy for items ordered online are covered in our terms and conditions.

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How do I return items for a refund?

Within 30 Calendar days of receipt you can either return items to WHSmith high street stores or by post.

Bring the item to any WHSmith high street store along with your order dispatch email. Refunds are made onto your card, not in cash. PayPal payments are refunded to your payment card.

Find stores and check opening times

Or post the item back to us at the address printed on the delivery note included with your order.

For items returned by post:

  • The items must be in the original condition and packaging with any security seals intact
  • Repackage the products securely and send to the address above
  • Include the reason for the return, the invoice number and your email address or telephone number.

For items over 1m long (such as furniture) please contact us to arrange collection.

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How long have I got to return an item?

You have 30 Calendar days after delivery to request a refund. Refunded items should be returned to us as soon as reasonably possible.

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Which items can I return to a store?

Most items bought from can be returned to any of our high street stores.

Some larger items cannot be returned to store and others cannot be returned.

For items over 1m long (such as furniture) please contact us to arrange collection.

Some items such as Magazine Subscriptions cannot be returned. More Details

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Which stores can I return items to?

You can return items ordered from to any WHSmith high street store. This excludes WHSmith concessions and Stores in airports, railway stations, motorway services and outside the UK.

Find stores and check opening times (click through to store information page to check that the store accepts returns)

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I have received an incorrect or damaged item. What do I do?

If the item is not working, refer to any warranty information relating to it. It may be quicker for you to get a replacement product direct from the manufacturer rather than by returning it to us.

Request a refund within 14 working days after the item was delivered. Return it to us within 14 days of receipt for a full refund or exchange. Keep any warranty information.

If you are sending something back that's faulty or incorrect due to our error we'll refund your postage costs to the card you paid with.

Find out how to return the item to our stores or by post.

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I want an exchange rather than a refund. What do I do?

We ask you to place a new order for the item. We'll refund you for the original item and then charge you for the replacement when we're ready to send it out.

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Which products are excluded from the returns policy?

You cannot return an order for:

  • periodical(s) or magazine(s)
  • digital products such as CDs, DVDs, or computer software where the holographic seal and/or shrink-wrap has been unsealed.
  • products made to your specification i.e. personalised
  • perishable goods
  • magazine gift pack and experience gift packs which have been activated.
  • Gift cards and vouchers including, but not limited to WHSmith Gift vouchers and Apple iTunes Gift cards

... unless the product is incorrect, faulty or defective.

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I ordered from another website (such as Funky Pigeon). What is their returns policy?

Partner sites include Kobo eBooks, Funky Pigeon and WHSmith Legal Forms Find a full list of partners here.

Each partner site has its own refunds and returns policy and you need to return any items directly to them. We can't accept returns at WHSmith stores.

Find the contact details for the partner site you ordered from

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My question is not answered here. What do I do?

We may have the answer on another help page - you can check here.

Still need help? Contact our Customer Services team.

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