Customer Services desk
Westquay Customer Service Desk is located on Level 3, Westquay North.
Our Collect+ service is available from the Customer Service Desk.
Our Amazon Hub is located on level 4 next to the toilet facilities.
Free WiFi Select ‘The Cloud’ from your network list and follow the instructions to connect. Or for a stronger connection, download the Fastconnect mobile app (available for both iOS and Android). The app allows you to stay connected as you move from place to place, connecting you automatically to thousands of free hotspots whenever they are available.
Shop Online FAQ Now you can shop your favourite Westquay brands from our website. Here are some FAQs to assist you, but if you have any further questions please contact us here. Q. I wanted to buy a product but when I clicked to buy, it was out of stock. Why was this possible? A. Our shop online portal enables you to discover and compare products from the range of listed stores. However, we do not sell any products - the buy button takes you to the store’s website so you can purchase with them directly. If the store has told us that the product is out of stock, we will remove it from our feed immediately but this may take up to 48 hours for the update to happen. Q. I saw an item on your website at a lower price than when it came to buying the item. I’d like to purchase the item at the lower price, is this possible? A. We do not sell any product but transfer you to the store’s website via the buy button. Most price changes are a reduction, but prices can go up as well down. If you bought the item and no longer wish to keep it, you can return it in line with the store’s returns policy. Q. I bought a product via the Westquay online shop but have not received it yet. Why? A. The Westquay online shop is linked directly to its partner store websites. All products bought via this service are purchased directly from the store and individual delivery terms and conditions apply. Please refer to the store website for additional information including delivery options. Q. When is payment taken from my card? A. Most online retailers will request your bank for authorisation of your debit/credit card when you place an order however the transaction may not appear on your statement immediately and some retailers may not apply charges until the goods are dispatched. Q. I would like to return my product - where do I go? A. Product returns are subject to individual store terms and conditions. Please refer to the returns policy on the store’s website or the returns policy sent with your purchase, if supplied. Q. Can your Customer Service Desk send this item back for me? A. Westquay Customer Services, located in Westquay (Level xxx) can help customers who wish to return items that operate via CollectPlus services. Some retailers will accept returns for refund in store, please check the Returns Policy on the retailer’s website, or the delivery note, for options. Q. I haven’t received a refund for my returned item. How do I get my money back? A. All purchases remain between yourself and the store directly and are subject to their returns and refunds policy. A refund to your account will be subject to their terms and conditions. Please contact the store directly for assistance. Q- Can I use my Westquay Gift Card to purchase products on Shop Online? A. You can use your Westquay Gift Card at most stores in our shopping centre, but not when purchasing via the Shop Online portal.
Joos Power Banks
Phone batteries always decide on going dead at the most inconvenient times, so we provide our customers with Joos portable chargers that cost as little as £2 for the first hour. The Joos Box can be found in 3 locations across Westquay: • Level 2 by Zara • Level 2 by Five Guys • Level 3 near M&S See more here Joos terms & conditions.
If your phone battery always goes flat at the most inconvenient times you’ll love our ChargeBox stations, located on Level 3 near M&S and Level 2 near Zara.
To use, simply:
1. Connect your phone
2. Lock the box
3. Take the key and enjoy shopping as your battery charges.
Safe Place Scheme Westquay is a part of the Safe Place scheme. The Safer places scheme is part of a wider 'Respect me' campaign which aims to improve the experience of disabled people in the community. Despite several recent well publicised cases, some disabled people are still victims of bullying and harassment when they go out. Often, this leaves them feeling very vulnerable and afraid.
A ‘Safer Place’ is an ordinary business or shop that has agreed to offer support if someone has a negative experience when out in their local community. A person can enter the premises and receive help in contacting a trusted person, or the Police if they have been the victim of a crime. The venue provides a safe place for the person to wait for their trusted person, or the Police, to arrive.
People are invited to complete a card which the shops recognise. It gives their name and the number of someone they trust who can be contacted. Locally you can get a card from the Police or by phoning 023 8083 4854.
This map shows all the Safer Places in Southampton and it is updated regularly.
The Safer Place scheme was launched by Southampton City Council in partnership with Hampshire County Council, Southampton Learning Disability Partnership Board and Hampshire Constabulary.
It is open to anyone who feels vulnerable when they are out in the city. There are other similar schemes operating around the country.
Hidden Disability Lanyard Scheme
Not all disabilities are visible, some are hidden and not immediately obvious, such as learning difficulties, mental health as well as mobility, speech, visual or hearing impairments. We’re proud to be part of the Hidden Disabilities Sunflower Scheme.
Living with a hidden disability can make daily life more demanding for many people, but it can be difficult for others to identify, acknowledge or understand the challenges you face. Wearing the Hidden Disabilities Sunflower discreetly indicates to people around you, including our team at Westquay, that you have a hidden disability and may require additional help, support of a little more time.
Collect your free sunflower lanyard from the Customer Service Desk on Level 3.