Help & Frequently Asked Questions

Clubcard - what's it all about?

Applying for a Clubcard

How can I apply for a Clubcard?
There are several ways to apply for a Clubcard. You can register online, by calling the Clubcard Helpline on 0800 59 16 88, or by picking up an application form in store.
How long will it take to receive my permanent Clubcard?
Your permanent Clubcard should be with you soon. If you applied more than 4 weeks ago, and are concerned at all about the whereabouts of your card, then give our Helpline a call on 0800 59 16 88.
What will I get when I join?
When you join, you'll receive a Welcome Pack containing your permanent Clubcard and two Key Fobs.
Are there any restrictions on where I can use my temporary Clubcard until my permanent plastic card arrives?
The only places you can't use your temporary Card at are Pay@pump and the Cafe
Can I use my temporary Card when I shop online?
You can indeed. However, your Clubcard needs to be registered first. If you haven't registered it yet, you can register right here or by simply calling our Helpline on 0800 59 16 88.
I have two different Key Fobs - do I need to use both of them?
No, they both have the same functionality, we just wanted to try and help you remember to recycle your bags with one of them, and that way collect valuable Green Clubcard Points. Pop one on your keys, and give one to a friend or your partner so they can collect points for you.

Clubcard vouchers & Coupons

When will I receive my Clubcard vouchers?
We'll send you your Clubcard vouchers in your Clubcard Statement. This is sent to you 4 times a year in February, May, August and November.
I've never received any vouchers and think I deserve some - what can I do?
Please call our Helpline on 0800 59 16 88 and a member of the team will be able to look at your account details. Please note that if you haven't yet registered your temporary card, we won't be able to send you your vouchers. But not to worry, you can register your temporary card by simply calling the Helpline and giving them your details.
How long are my Clubcard vouchers valid for?
Your vouchers are valid for two years - which should give you plenty of time to choose something great to spend them on!
Can I use my Clubcard vouchers online?
Yes. Simply complete your online shop in the usual way and when it comes to the point of paying you'll be able to type in the unique 12-digit alphanumeric code that's on each Clubcard voucher at the checkout.
I've still got some evoucher codes from previous statements. Can I use these?
Absolutely. You can still use evoucher codes in the normal way at Tesco.com.
Why are there different coloured coupons within my Clubcard Statement?
The pink coupons are for items that we know you like, so you can collect points faster. The blue coupons are for things that we think you might like.
I received a coupon from the till called a Clubcard Bonus - what is this?
It's simply an additional thank you from us. Clubcard Bonus coupons are for items we think you might like, and can help you to build up your points balance faster.

Lost Clubcard or Key Fobs

I've lost my Key Fobs, which were attached to my keys - what do I do?
If you think you might have left them in store, please check with the Customer Services Desk to see if they have been handed in. You can also call our Clubcard Helpline to see if they have any additional information on 0800 59 16 88.
I've lost my Clubcard and/or Key Fobs and need to get replacements. How can I do it?
That's no problem at all. Just call our Helpline on 0800 59 16 88 and we can arrange to send you a replacement Card and/or Key Fobs.
I've lost / damaged my temporary Card. What can I do?
If you have registered your details with us don't worry as your permanent plastic Clubcard is on it's way. If you would like to check if you have registered your details with us simply call the Clubcard Helpline on 0800 59 16 88.

Joining or mergeing Clubcards

I'd like to join my Partner's card to mine - is that possible?
Of course. To do it we need to speak to both of you to obtain consent, so just give us a call on 0800 59 16 88 at a time that suits you both.
I have a joint account but my partner and I have separated. Do I need to start a new account with a new Card?
No. We can remove your Card from the joint account and it will take any points earned on the current quarter with it. However, we can't change the address on a partner's card - they'll need to call themselves.
I'd like to collect points with a partner / friend. Do they need to sign up if I have two Key Fobs?
Not necessarily. You can give your Key Fobs to anyone who lives at your address and is over the age of 18, so if your partner or friend lives with you, they won't need to sign up in order to collect points as well - you can both simply use the same account.

Clubcard Statement

I've received my Clubcard Statement, but my Tesco Personal Finance points aren't on it. Why?
If you have a Personal Finance Card, your points will appear on a separate statement. However, you can have all your cards linked to one account. If this is something you'd like to do, just call our Clubcard helpline on 0800 59 16 88 and someone will talk you through it.

General

One of my relatives has died. Can I change the Card to my name so that their points aren't lost?
No. The Data Protection Act prevents us from changing any details on a card without the owners consent. You can have the points transferred to your existing card or we can send you a new card - but the request for this must be in writing.
My partner buys petrol but always forgets to take my Clubcard. Can I get the points added?
The easiest thing to do is to give them one of your Key Fobs so you can both collect on the same account; and with a Key Fob they're much more likely to remember to collect the points! Or if you take your receipts to the customer Service Desk within 14 days we will add the points onto your account. You can only have 2 receipts added in a 14 day period.
I'm about to change my home shopping account address. Will my vouchers be automatically sent to my new address?
No, the Clubcard database is maintained separately from the homeshopping one, so you will have to change the address on your Clubcard, too. It's easy for us to change your details though, so just get in touch with us.
How can I find out how many Clubcard Points I've got?
To see your points balance, just check the bottom of your receipt whenever you shop at Tesco, or while you're here, why not check them online?

Clubcard rewards (deals)

General

How long will it take for my Clubcard rewards tokens to arrive?
Your reward should arrive within 5 working days.
Why hasn't my reward, ordered a week ago, arrived yet?
Please call Tesco Freetime on 0808 100 0707 for further assistance on the progress of your booking, please be aware that we recommend you order 28 days before you intend to book with or visit a supplier.
What happens to the change from my Clubcard rewards order?
Any change will be credited back to your Clubcard Account. You will receive this in the next available Clubcard Statement.
Can my Clubcard rewards tokens be sent to a different address?
No, your rewards tokens must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to).
If I order more than one Clubcard reward, will it be dispatched in one order?
All Clubcard rewards booked at the same time will be sent out in the same envelope.
Will I need proof of identification when using Clubcard rewards tokens?
Yes, if asked you will be required to produce proof of identification - a bank card or something similar is suitable.
Can I book my holiday or hotel stay, without Clubcard rewards tokens in my possession?
No, you must have your rewards tokens before you book; you may be asked to supply the serial numbers on the tokens and you will be asked to send your tokens to the supplier immediately.
Can I still book flights through Clubcard rewards?
No, it is no longer possible to book flights with your Clubcard vouchers; however, you can book flights through Airmiles.
How do I find prices and opening times for a reward?
You can find the prices, opening times and other useful information on the supplier's own website - simply follow the link from their page on our website. Alternatively, you can call Clubcard rewards on 0808 100 0707.
Can I cancel my booking after I have confirmed my order?
No, once the order has been confirmed processing is an automated service and cannot be stopped.
How do I order a Clubcard rewards brochure?
You can either order your Clubcard rewards brochure online here. Or call 0808 100 0707.

Using Clubcard vouchers

Can I use my friends' or family members' Clubcard vouchers for my Clubcard rewards?
You can only use Clubcard vouchers that were sent to your registered Clubcard Account address (the address your Clubcard Statement is sent to).
I am short of Clubcard vouchers for my Clubcard rewards; can I use the points on my account to top up my vouchers?
No, payment can only be made in Clubcard vouchers.
I am short of Clubcard vouchers for my Clubcard rewards; can I use cash or a cheque to top up my vouchers?
No, payment can only be taken in Clubcard vouchers. However, you can top up your rewards tokens in cash with the supplier where relevant.
How long are my Clubcard vouchers valid for?
Your vouchers are valid for 2 years - an expiry date is displayed on each Clubcard voucher.
My Clubcard vouchers have expired, will Clubcard rewards still accept them?
No, all Clubcard vouchers must be in date to be used.

Using Clubcard rewards tokens

How long are Clubcard rewards tokens valid for?
Rewards tokens are valid for 6 months unless otherwise stated.
Can my Clubcard rewards tokens be refunded?
Unused and in date rewards tokens can be returned to us for a Clubcard Points refund.
Do I need to state when I want to use my rewards tokens?
No - you can use them whenever you like as long as they are valid.
When I order, do I put in the voucher value I am exchanging or the token value I require?
At the basket you will be told both the cost in Clubcard vouchers and the value of the rewards tokens you will receive. At the checkout you will be told the cost in Clubcard vouchers of your rewards and you will need to add enough Clubcard vouchers to your order to cover this cost in Clubcard vouchers.

Looking for Clubcard rewards online

How do I find a reward?

Using the site navigation:
  1. On the left hand side of the Clubcard rewards homepage is the main navigation which displays the Clubcard rewards' categories i.e. Activity Days, Annual Memberships etc.
  2. Click on one of the links and you will be shown a list of rewards within that category
  3. You can then use the navigation again to further refine your search by looking at any subcategories or by looking for rewards in a specific geographical area or for a specific age group
Using the search box:
  1. Enter the product name or any related key words into the 'Search for' box at the top centre of the page
  2. Click on the 'Find' button. A list of products matching your search will appear
  3. If you don't find what you are looking for try again using alternative (or fewer) key words
Using the online brochure:
  1. You can have a look at the online brochure. You can browse this just like a real brochure, except you can click on the rewards that interest you and it will take you straight to the website so you can order it!

The Clubcard rewards basket

How do I change the quantities of my Clubcard rewards when they are in the basket?
  1. Once in 'Your Clubcard Basket'
  2. You can adjust the quantities by pressing on the '+ Plus' or '- Minus' buttons. When you are finished click the 'Recalculate' button if there is one
  3. You must use the 'Recalculate' button for each of the products you have changed and you should only change 1 product at a time otherwise not all of your changes will be saved
How do I remove an item from my basket?
  1. Chose your Clubcard reward and press 'Add to Basket'
  2. This will take you through to 'Your Clubcard Basket'
  3. Under the 'Recalculate' button will be 2 options. The first 'Save items for later' the second 'Remove'
How do I add another product to my basket once in the basket area?
The Clubcard Basket will remember the Clubcard rewards you have added but not yet checked out or removed. To continue looking for more rewards use the 'Clubcard rewards' tab near the top of the page.
Do I have to order and pay for each of my Clubcard rewards separately?
No, you can complete a single transaction for multiple Clubcard rewards and pay for them all at the same time.

The Clubcard rewards checkout

How do I change my address details once in the checkout area if they are wrong?
The checkout area is separated into 4 sections: '1. Delivery Details', '2. Order Summary', '3. Payment' and '4. Confirm your order'. In section 1, 'Delivery Details'. Under the listed address is the following statement: 'If the address above is not your Clubcard address, please go to My Account to update your contact details.'
Do I have to put one online code in at a time?
The checkout area is separated into 4 sections: '1. Delivery Details', '2. Order Summary', '3. Payment' and '4. Confirm your order'. In section 3, 'Payment' you will be required to enter the 12 digit online codes from your Clubcard voucher into the box and click 'use code'. If you have more than one code, you will need to enter them one at a time.
Can I remove a voucher after I have entered my online code?
Yes, after you have entered the first 12 digit online code from your Clubcard voucher and clicked 'Use Code'. The screen will change and the voucher along with its specified value will be added to the 'Payment' section. You will now have the options to 'Remove' the voucher.

Your Clubcard rewards order

Can I cancel my booking after I have confirmed my order?
No, not once the order has been completed, processing is an automated service that cannot be stopped.
Can I change my address once I have confirmed my order?
No, your rewards tokens must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to) and it is an automated service that cannot be stopped.
Can I get a summary of my order after I confirm my order?
Got to 'My Account' (you may be asked to login) click on 'Your Order' and then on 'Your Extra orders' (e.g. books, CDs, flowers, electricals, wine and Clubcard rewards) Click on 'Your Extra order'. Your Clubcard rewards orders will be listed here. If you wish at this point to obtain further information i.e. the 'Order Summary' simply click on the link 'Review full order details'.
Why do I have to register with Tesco.com to get a Clubcard reward?
Accessing Clubcard account details when making a booking via Tesco.com is essential for security reasons. It also helps to make the process as quick and simple as possible.

Ordering by post

How do I order by post?
You will need to complete the order form.
Where should I send my Clubcard rewards order form?
Tesco Freetime Limited
PO Box 654
Crawley
Rh20 1RG

Please remember to affix a stamp to your envelope before posting.

Airmiles & BA Miles

Airmiles

How do I exchange Clubcard vouchers for Airmiles?
You can exchange your Clubcard vouchers for Airmiles online or order your Airmiles by post.
How many Airmiles will I receive from Tesco?
A minimum of £2.50 in Clubcard vouchers can be converted to 60 Airmiles, for every additional 50p you will receive 12 Airmiles.
Can I have my Airmiles credited back into points if I don't want the Airmiles?
No - please choose carefully, once Clubcard vouchers have been converted into Airmiles the process cannot be reversed.
How do I use my Airmiles?
When you are ready to use your Airmiles, please call the Airmiles Travel centre on 0844 49 333 49 (calls cost 6p, plus up to 5p per minute for BT calling plans. Other providers may vary) or visit www.airmiles.co.uk
Can my Clubcard Points be automatically converted into Airmiles?
No, you can only exchange Clubcard vouchers for Airmiles, or order your Airmiles by post.

BA Miles

Do I need a BA Executive Club Account to collect BA Miles with Tesco?
Yes, you will need a British Airways Executive Club membership before you collect BA Miles through Clubcard rewards as you will be required to provide your membership number.
How do I convert Clubcard vouchers to BA Miles?
You can exchange your Clubcard vouchers for BA Miles.
How many BA Miles will I receive from Tesco?
A minimum of £2.50 in Clubcard vouchers can be converted to 600 BA Miles, for every additional 50p you will receive 120 BA Miles.
Can I have my BA Miles credited back into points if I don't want the Miles?
No - please choose carefully, once Clubcard vouchers have been converted into BA Miles the process cannot be reversed.

Clubcard rewards (double up)

General

What happens to the change from my Clubcard rewards order?
Any change will be credited back to your Clubcard Account. You will receive this in the next available Clubcard Statement.
Can I double up for more than one category?
Yes. But each token you order is category specific; so if you want to spend them on Clothes and on Toys you'll need to order Clothes and Toys tokens.
What do I do if my rewards tokens does not work at checkout?
If your tokens do not work the operater will explain the issue, you will probably need to call the Clubcard rewards helpline on 0808 100 0707.
What happens if I need to return items to store?
If you return the items with your receipt you can change the items for others in the selected category.
Do I need my Clubcard when redeeming rewards tokens?
Yes. You will need to show your Clubcard when you exchange your vouchers for reward tokens AND when you spend your tokens.
Why can't I double up on food, electrical or others area...why limit the categories?
We have chosen the departments after carrying out some trials and asking for customer feedback. We will continue to review these.

Clubcard vouchers

Can I use my friends' or family members' Clubcard vouchers for my Clubcard rewards?
You can only use Clubcard vouchers that were sent to your registered Clubcard Account address (the address your Clubcard Statement is sent to).
I am short of Clubcard vouchers for my Clubcard rewards; can I use the points on my account to top up my vouchers?
No, payment can only be made in Clubcard vouchers.
I am short of Clubcard vouchers for my Clubcard rewards; can I use cash or a cheque to top up my vouchers?
No, payment can only be taken in Clubcard vouchers. However, you can top up your rewards tokens in cash with the supplier where relevant.
How long are my Clubcard vouchers valid for?
Your vouchers are valid for 2 years - an expiry date is displayed on each Clubcard voucher.
My Clubcard vouchers have expired, will Clubcard rewards still accept them?
No, all Clubcard vouchers must be in date to be used.

Rewards tokens

How long are Clubcard rewards tokens valid for?
Rewards tokens are valid for 3 months from issue.
Can my Clubcard rewards tokens be refunded or exchanged for another?
Unused and in date rewards tokens cannot be exchanged back into points or into cash. Unused and in date rewards tokens cannot be exchanged for another department. Damaged tokens can only be reissued by contacting the Clubcard rewards helpline.
Can I cancel my booking after I have confirmed my order?
No, not once the order has been completed, processing is an automated service that cannot be stopped.
Can I change my address once I have confirmed my order?
No, your rewards tokens must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to) and it is an automated service that cannot be stopped.
Can I get a summary of my order after I confirm my order?
Yes, if you have ordered online - Got to 'My Account' (you may be asked to login) click on 'Your Order' and then on 'Your Extra orders' (e.g. books, CDs, flowers, electricals, wine and Clubcard rewards) Click on 'Your Extra order'. Your Clubcard rewards orders will be listed here. If you wish at this point to obtain further information i.e. the 'Order Summary' simply click on the link 'Review full order details'.

General

How long will it take for my Clubcard rewards tokens to arrive?
Your reward should arrive within 5 working days.
Why hasn't my reward, ordered a week ago, arrived yet?
Please call Tesco Freetime on 0808 100 0707 for further assistance on the progress of your booking.
Can my Clubcard rewards tokens be sent to a different address?
No, your rewards tokens must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to).
If I order more than one Clubcard reward, will it be dispatched in one order?
All Clubcard in-store rewards booked at the same time will be sent out in the same envelope. If you order in-store and partner rewards these will be sent out separately.
Can I cancel my booking after I have confirmed my order?
No, once the order has been confirmed processing is an automated service and cannot be stopped.