Waterstones Card FAQs
If you have a question about setting up or using your Waterstones Card, you can find the answer below in our FAQ.
If you cannot find what you need below please contact the Waterstones Card Helpline on 0845 217 2920 or email us at firstname.lastname@example.org. The helpline is open 9.00 - 17.30 Monday to Friday (excluding bank holidays). 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.
Signing up to the Waterstones Card online
How do I register for a Waterstones Card?
To register for a Waterstones Card you first need to sign into your Waterstones.com account. If you don't already have a Waterstones.com account follow the instructions below to create a new one:
Sign up for a Waterstones.com account
- Click on the sign in link at the top of this page.
- Then click on Create account - and follow the instructions entering your details as requested.
Request a Waterstones Card
- Click on My account at the top of the page.
- If requested, then enter your username and password. You will then arrive at a page with a menu of links down the left hand side
- Select Join scheme. You may then be asked to enter your password again.
- Click submit and you're done!
Alternatively, you can also sign up to the Waterstones Card by ticking the Sign me up box at the checkout the next time you place an order.
When will I receive my Waterstones Card?
You will receive your plastic Waterstones Card through the post within 28 days of signing up to the scheme.
What should I do if my Waterstones Card doesn't arrive within 28 days?
If you haven't received your Waterstones 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 Waterstones Card scheme?
No, the Waterstones Card Scheme if free to everyone.
Using your Waterstones Card online
I have already got a Card. How do link it to my online account?
If you already have an account with Waterstones.com simply sign in as usual, and then click My account at the top of the page. You will see a menu of links displayed down the left side of the page - select the Link your Card option and follow the instructions. If you don't yet have an account with us, you will need to set one up before linking your Card (for instructions on how to create a Waterstones.com account, please see the section above, 'How do I register for a Waterstones Card?').
I want to change the Card I use online. How do I do this?
If you already have a Waterstones Card registered to use online, you can change this by signing in, clicking on My Account and then selecting the Change your Card number option from the 'My account' menu on the left of the screen.
Can I use the points I have collected online in Waterstones shops? And vice versa?
Yes. Points on your account can be earned or spent online or in at your local Waterstones bookshop.
How do I use my points online?
As long as your Card is linked to your waterstones.com account - you will automatically earn points on all qualifying items in your basket when you pay at the checkout. The checkout will also give you the option to redeem points against the cost of your order - you can redeem any number of points up to the balance of your Card or the order total, whichever is the higher.
Can I start earning points immediately?
Yes. Online your account will automatically add any points you have earned for your order, even before your plastic card is delivered to you. Your points will be applied to your account within 72 hours of order despatch. When in your local Waterstones before you receive your plastic Card, please bring 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 Waterstones Card is sent to you.
How do I check my Waterstones 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.
Using the Waterstones Card in our shops
Can I use my Waterstones Card in Waterstones shops as well as at Waterstones.com?
The Waterstones Card is accepted across all of our UK, Ireland and mainland Europe shops.
How do I receive my Waterstones Card when I sign up in a shop?
To sign up in a shop, please ask a bookseller for a Waterstones Card application form. Complete your details in the form and give it back to the bookseller. The application form includes your Card - so you can take your Card home with you straight away. You will be able to earn points immediately, but please allow 28 days for full Card activation to complete, by which time will be able to redeem (spend) your points.
Please note - it's very important that you complete all of the mandatory fields requested by the application form, such as your email address and postcode, otherwise your card will not be properly registered and you will be unable to redeem your points.
How do I check my Waterstones Card balance in Waterstones shops?
Simply ask for your balance 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, when you pre-order a book for collection at a later date in any of our stores, you will earn your points when you come in to collect the order. This also applies when you use our Reserve and Collect service online.
If I forget to bring my Waterstones Card when I make a purchase in a Waterstones 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 Waterstones Card to a Waterstones bookshop, or contact the Waterstones Card Customer Helpline (contact details at the top of this page). Where this is carried out by the Customer Helpline you must either email a scanned copy of your receipt(s) or post a copy to us, (see the address at the foot of this page). We cannot give points retrospectively without a proof of purchase and you cannot earn points on purchase made in a Waterstones shop or online prior to your signing up for the Card.
General Card and points queries
How many points will I earn?
In our UK shops and on Waterstone.com you will earn 3 points for every £1 that you spend. Each point is worth 1p. In our Republic of Ireland and European shops you will earn two 2 points for every 1 (euro) that you spend. Each point is worth 1.5c.
If I use my points to buy books, when will they be removed from my Card balance?
Online and in our shops your points will be deducted from your balance as soon as you pay for the order in the checkout / or pay for your item in your local shop.
How long will it take for the points I earn to show on my balance?
When shopping online standard points are added within 72 hours of your order despatch and once payment has gone through. In our shops you will earn your standard points immediately. Bonus or double points earned on offer titles will take up to a week to appear on your balance (both in our shops and online).
Are there any products that Waterstones sell either online or in your shops that I cannot earn points on?
Points will be awarded on, and can be redeemed against, all merchandise sold in participating Waterstones shops, or at Waterstones.com, with the exception of purchases from our partner site Francis Frith, purchases from Waterstones Marketplace, purchases from Waterstonesaccountsales.com, gift vouchers, electronic gift cards, book tokens, theatre tokens, event tickets, stamps, products from Waterstones concessions and other products from time to time as notified. Points can be redeemed against, but not awarded for, ePub eBook purchases from Waterstones.com.
Can I exchange points for cash?
No, you can only use your points to save money on purchases at Waterstones.
Will I lose my points if I return the book?
Yes, if a book on which you earned points is returned, the points you earned for it will automatically be removed from your points balance.
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 physical plastic Card, you can still take advantage of all the benefits of membership though.
Can anyone else use my Waterstones Card?
No, Waterstones Cards can only be used on one account.
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 Waterstones Card is only for consumer use, therefore the Card cannot be used for any transaction where the beneficiary is a business entity.
What are the terms and conditions of the Waterstones Card Scheme?
For full terms and conditions please click here
Can I use the Waterstones Card and the stamp and save card together?
Yes. You can earn points with your Waterstones Card and at the same time earn stamps for every £10 you spend in our high street bookshops. For more details of the Waterstones Stamp Card please click here
Your details and preferences
How safe are my details?
I'm already a registered Cardholder but I don't receive emails from Waterstones updating me on my Card balance and Cardholder exclusive offers - how can I make sure I get these?
If you're already a Cardholder but do not receive our emails, simply provide us with your details here. Alternatively you can email the Waterstones Card Customer Helpline via the details at the top of this page. Make sure you have your Card number to hand when you contact us.
I want to continue being a Waterstones Cardholder so that I can collect and spend points - but I no longer want to receive emails from you. How do I unsubscribe from Waterstones emails?
You can unsubscribe from Waterstones emails by clicking the unsubscribe link in any of the emails we have sent you, or by contacting the Waterstones Card Helpline, via email or telephone (contact details are at the top of this page).
How do I close my account?
If you wish to stop being a Waterstones Cardholder, you need to email or call our Waterstones Card Helpline using the details at the top of this page.
Lost, Stolen and Damaged Cards
What do I do if I lose my Waterstones Card, it is stolen or becomes damaged?
You will need to contact the Waterstones Card Customer Helpline on the number at the top of this page to be reissued with a new Waterstones Card.
Can I keep my points if I lose my Waterstones Card?
Yes, provided your lost Card was registered, and our Customer Care Team can trace your account, your balance will be transferred onto your replacement Card. To help our Customer Care Team trace your existing account (so that your points can be transferred) please be ready to quote your 16 digit Card number (which is printed on your Card).
If you do not have a record of your Card number you may be able to find it on previous emails we have sent you stating your points balance, or on receipts from transactions you made when using your Card in our shops.
If you cannot find your Card number, our Customer Care Team may be able to trace your account with the email address or postcode you used when you originally signed up for your Waterstones Card, or the postcode/email address you last gave us if you updated your details since signing up.