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Waterstones Card Frequently Asked Questions

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 us.

Signing up to the Waterstones Card online

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:

Create a Waterstones.com account

  1. Click on the sign in link at the top of this page.
  2. Then click on Create account - and follow the instructions entering your details as requested.

Request a Waterstones Card

  1. Click on My account at the top of the page.
  2. 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
  3. Select Join scheme. You may then be asked to enter your password again.
  4. 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.

You will receive your plastic Waterstones Card through the post within 28 days of signing up to the scheme.

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.

No, the Waterstones Card scheme is free to everyone.

Lost, stolen and damaged Cards

You can visit any Waterstones store to collect a replacement Card, or contact Waterstones Customer Support via email or telephone (see contact details at the top of this page) to be reissued with a new Waterstones Card.

We will also transfer your points balance from your old Card to your new replacement Card. To help us do so please be ready to quote your 16 digit Card number.

If your Card is lost and you do not have a record of your Card number you may be able to find it on a previous email we may have sent you, or printed on an old receipt from a previous transaction you made when using your Card in our shops.

If you still cannot find your Card number, then we may still be able to trace your account - to help us please be ready to provide 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.

Yes, provided we can trace your existing account. For details, see the question above - I've lost my Card/my Card has been stolen/it's too damaged to use. What do I do?

Using the Waterstones Card online

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?').

Yes. Points on your account can be earned or spent online or in at your local Waterstones bookshop.

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 spend points against the cost of your order - you can spend any number of points you have accrued against your order and any outstanding balance will be debited from your debit/credit card.

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. To earn points in your local Waterstones before you receive your plastic Card, simply bring a copy of your Card number in with you and proof of ID, they will be able to add points when you make a purchase.

Yes you can do that too on Waterstones.com, though to spend your points in one of our high street or campus shops you'll have to wait until your Waterstones Card is sent to you.

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.

Yes you can, but please note we will not send you a physical plastic Card. Instead you will be assigned a card number which you can link to your online account allowing you to earn and spend points on all of your online purchases at waterstones.com.

Using the Waterstones Card in our shops

The Waterstones Card is accepted across all of our UK, Ireland and mainland Europe shops.

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 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 spend your points.

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.

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 Click & Collect service online.

Yes, you have 30 days to add the points to your account. You can either take your receipt and your Waterstones Card to a Waterstones bookshop, or alternatively send a scanned copy of your receipt(s) by email to the Waterstones Card Customer Helpline (email: cardenquiries@waterstones.com). If you do not have access to a scanner, simply quote the number stated below the barcode at the foot of your receipt. Don't forget to also send us your 16 digit Waterstones Card number.

You can also post your receipt(s) and Waterstones Card number to Waterstones Customer Support (address at the foot of this page). The Team will apply the points once you receipt has been received. We cannot give points retrospectively without a proof of purchase and you cannot earn points for purchases made in a Waterstones shop or online prior to your signing up for the Card.

Postal address for scanned receipts:

Waterstones Customer Support

203-206 Piccadilly

London

W1J 9HD

General Card and points queries

In our UK shops and on Waterstones.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.

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.

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).

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 the Waterstones Marketplace, www.waterstonesaccountsales.com and on our partner site Francis Frith.

Points will also not be awarded on these products:

  • Gift vouchers
  • Electronic gift cards
  • Book tokens
  • Event tickets
  • Theatre tokens
  • Stamps
  • Waterstones concessions
  • Other products from time to time as notified

Points can be redeemed against, but not awarded for, ePub eBook purchases from Waterstones.com.

No, you can only use your points to save money on purchases at Waterstones.

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.

Yes, Waterstones Cards will expire (and all accrued points will be lost) if they are not used for three years. However, we make it really easy for you to maintain an active Card, you don’t even need to spend any money, simply checking your Card balance online will ‘reset’ its active status for another three years. To find out more about Card expiry and how to prevent your card from expiring visit our expiry FAQ.

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.

No, Waterstones Cards can only be used on one account.

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.

However we do offer discounts for businesses and schools, details of which are available at www.waterstonesvouchers.com.

For full terms and conditions please click here.

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 (subject to terms and conditions). For more details of the Waterstones Stamp Card please click here

Your details and preferences

We will not share your details with any third parties without your express permission.

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 some competitions you will also be asked if you would like to opt-in to receive messages from the prize provider. For more information view our privacy policy.

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.

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).

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.