Customer Services desk
Westquay Customer Service Desk is located on Level 3, Westquay North.
You can send, collect and return parcels at Shopmobility with Collect+.
How it works:
Once you have purchased your order with your favourite retailer:
1. Select Collect+ as your delivery location and search for SO15 1QF then choose Westquay.
2. Collect+ will text or email you to confirm that your delivery is ready to be picked up.
3. Go to the designated Collect+ location in the centre.
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.
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.
Want to get your car looking spotless as you shop? Try the friendly, professional and convenient The Car Wash Company, located Podium Level 0. Prices start from £6.95.
Looking for information on parking?
Pick up your Amazon order at a time that's convenient for you by using our Amazon Lockers, Level 4, Westquay North.
When your parcel arrives you'll receive an email notification and a unique pick-up code. Simply enter this code to open the locker.
Collect and return your online shopping with Collect+. It’s free with many retailers and you can also use it to return parcels.
Collect Plus is open:10am – 6pm Monday – Saturday and 11am – 4pm on Sundays and located in Shopmobility, Level 0, Westquay North.
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.
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.
Visit the Safer Places website here: https://www.southampton.gov.uk/people-places/community-safety/safer-places-scheme.aspx