Waterstone's Card FAQs
Contacting us about your Waterstone's Card
If you have a question about setting up or using your Waterstone's Card, please look through the FAQs below, where hopefully you will find the answer. For further help you can contact the Waterstone's Card Customer Helpline on 0845 217 2920 or email them at cardenquiries@waterstones.com.
The helpline is open between 9am and 5:30pm Monday to Friday. Calls made from a BT Landline will usually be charged at a standard local rate. Calls from a mobile and other providers will incur a charge with rates varying dependant on the provider.
Using the Waterstone's Card online
How do I register for a Waterstone's Card?
There are two ways to sign up for the Waterstone's Card online. You can either sign in to your Waterstones.com account, and select the 'Join scheme' option from the 'My account' menu, or you can simply tick the 'Sign me up' box at the checkout the next time you place an order.
I am purchasing items for a business (school, college, business etc), can I register for a Card and earn points on these orders?
Sorry, the Waterstone's card is only for consumer use, therefore the Card cannot be used for any transaction where the beneficiary is a business entity.
I have already got a card. How do I use it online?
If you already have an account with Waterstones.com simply sign in as usual, and select the 'Link your card' option from the 'My account' menu, and follow instructions. If you don't yet have an account with us, you will need to set one up before linking your card.
I want to change the card I use online. How do I do this?
If you already have a Waterstone's Card registered to use online, you can change this by signing in, and selecting the 'Change your card number' option from the 'My account' menu.
Can I use the points I have collected online in Waterstone's shops? And vice versa?
Yes. Points on your account can be redeemed online or in store.
How do I use my points online?
At the checkout, select the amount you will like to redeem against the cost of your order. You can redeem any amount up to the balance on your card or the order total, which ever is the higher.
How do I receive my Waterstone's Card?
You will receive your plastic Waterstone's Card through the post within 28 days of signing up to the scheme.
What should I do if my Waterstone's Card doesn't arrive within 28 days?
If you haven't received your Waterstone's Card within 28 days, please call the Customer Helpline on the number listed at the top of this page.
Do I need to buy something before joining the Waterstone's Card scheme?
No, the Waterstone's Card scheme if free to everyone.
Can I start earning points immediately?
Yes. Online your account will automatically add the points on after you sign up and when your next order is despatched to you. In store, if you take a copy of your card number in with you and proof of ID, they will be able to add points on too, when you make a purchase.
Can I start to redeem points before I have my card?
Yes you can do that too on Waterstones.com, though to redeem your points in one of our high street or campus shops you'll have to wait until your Waterstone's Card is sent to you.
How do I check my Waterstone's Card balance online?
There are three ways to see your balance online, either go to the 'Points balance' page in 'My account'; or if you have linked your card online, your balance will be visible in the top right hand corner of the homepage when you visit Waterstones.com. Your balance will also be displayed at the checkout.
How many points will I earn?
You will earn three (3) points for every pound (£) that you spend, and these will be displayed in your basket and at the checkout.
If I use my points to buy books, when will they be removed from my card balance?
As soon as you place the order in checkout.
How long will it take for the points I earn to show on my balance?
Standard points are added as soon as your payment has gone through and your order has been shipped to you. Bonus or Double points earned on offer titles will take up to a week to appear on your balance.
How safe are my details?
We will not pass on your details to a third party. We'll ask you for some further information in the email we send you confirming you've signed up, so that we can provide you with better offers. For more information click here to read our privacy policy.
How do I update my details if they change?
You can update your name and address details in your Waterstones.com account and this will automatically update your Waterstone's Card records. You can also ring our Waterstone's Card Customer Helpline on the number at the top of this page.
What do I do if I lose my Waterstone's Card or if it is stolen?
You will need to contact our our Waterstone's Card Customer Helpline on the number at the top of this page to be reissued with a new Waterstone's Card.
Can I keep my points if I lose my Waterstone's Card?
Yes, your balance will be transferred onto your replacement card.
Can I earn points when I buy gift vouchers or book tokens?
No, points will not be awarded on these items.
Can anyone else use my Waterstone's Card?
No, Waterstone's Cards can only be used on one account.
Can I exchange points for cash?
No, you can only use your points to save money on purchases at Waterstone's.
Will I lose my points if I return the book?
Yes, if a book that you earned points is returned, the points you earned for it will automatically be removed from your points balance.
How do I close my account?
If you wish to stop being a Waterstone's Cardholder, you need to ring our Waterstone's Card Customer Helpline on the number at the top of this page.
I live abroad but would like to sign up, can I?
Of course! We will treat you as an online only customer though, and not send you a card, you can still take advantage of all the benefits of membership though.
Using the Waterstone's Card in our shops
How do I receive my Waterstone's Card?
You will receive your Waterstone's Card once you have completed the application form.
How do I check my Waterstone's Card balance in Waterstone's shops?
Simply ask for a balance enquiry at the till point. When you purchase an item, your receipt will also show your current balance and how many points you have received in the transaction.
Can I earn points when I order a book from one of your branches?
Yes, but you will not receive the points until you come to collect the order.
If I forget to bring my Waterstone's Card when I make a purchase in a Waterstone's shop, can I claim the points at a later date?
Yes, you have 30 days to add the points to your account. Either take the receipt and your Waterstone's Card to a participating Waterstone's shop, or ring the Waterstone's Card Customer Helpline on the number at the top of this page. We cannot give points retrospectively without a proof of purchase; where this is carried out via our Customer Helpline you may need to send a copy of your receipt(s). Please note that you cannot earn points on in store or online purchases made prior to your signing up for the card.
Can I use my Waterstone's Card in Waterstone's shops as well as at Waterstones.com?
The Waterstone's Card is accepted across all of our UK, Ireland and mainland Europe shops, with the exceptions of Waterstone's Harrods and Hodges Figgis.
