If you've got a question that isn't answered here, you can always call our Helpline team (for free) on 0800 591 688. They'll be happy to help.

Clubcard

What's it all about?

I have received my new Clubcard and the number doesn't match my old card.

Don't worry. We have transferred all your existing points to your new card.

How can I apply for a Clubcard?

There are several ways to apply for a Clubcard. You can register online here, by calling the Clubcard Helpline on 0800 591 688 or by picking up an application form in store.

What are the benefits of joining Clubcard?

As well as collecting valuable Clubcard Points which you can use on a huge range of things, from everyday shopping to once in a lifetime holidays with brilliant Deals, you can also join any of our Clubs for free. These cater for all sorts of tastes and hobbies, from cooking and health to parenting. As a member you'll have access to specialist information as well as money-saving offers. Take a look at our Clubs to find out if any are your kind of thing.

What will I get when I join?

When you join, you'll receive a Welcome Pack containing your permanent Clubcard and two Key Fobs. As an extra thank you, we'll give you 150 points to get you started.

How can I collect Clubcard Points?

There are all sorts of places where you can collect points. You can do it by shopping in store (including Tesco Calais), online at Tesco Direct and on Tesco.com and at Tesco petrol stations.

You can also earn points when you pay with a Tesco credit card, if you have a Tesco Mobile, Tesco Home Phone, Tesco Broadband and with Tesco.net. Plus, you can collect points on selected Tesco Personal Finance products as well as when you spend with our partners, such as Powergen and Avis. You earn 1 Clubcard Point for every £1 you spend.

What do I get in return?

The Clubcard is all about giving you something back, so 1 point is worth 1 penny in Clubcard Vouchers. Once you've collected 150 points or more (which you'll probably do in no time at all!), you'll receive your Clubcard Vouchers.

When will I receive my Clubcard Vouchers?

We'll send you your Clubcard Vouchers in your Clubcard Statement. This is sent quarterly 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 591 688 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 and where can I use my Vouchers?

There are loads of ways to get the most out of your Vouchers, whether you want to save money on shopping or buy something special. For instance, £2.50 in Clubcard Vouchers gives you £2.50 to spend in store or online. But you can also exchange your Vouchers and get 4x their worth with a Clubcard Deal. So £2.50 in Vouchers gives you £10 for a Deal or 60 AirMiles. Unfortunately you can't use your Vouchers in Tesco Calais, but you can still collect points there. To find out more about the things you can use your Vouchers for, see our Where can I spend? section.

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!

I have some Clubcard Vouchers containing the old style Clubcard image. Can I still use them?

You certainly can, as long as they have a valid date. You can use them in store or to apply for a Deal by Post. If you'd like to know more, give our Helpline team a call on 0800 591 688.

How do I use my Clubcard Vouchers online?

It's simple. Do 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.

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.

My temporary Clubcard

When will I get 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 591 688.

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.

Is there anything I can't use my temporary Clubcard for?

The only places you can't use your temporary Card at are Pay@pump and 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 do that right here or by simply calling our Helpline on 0800 591 688

I've lost / damaged my temporary Card and want to transfer my points onto a new one. How do I do it?

If you're a registered member and have lost your card, don't worry, your points will have automatically been transferred onto your new Clubcard. If the card has been damaged, you can use your plastic permanent Clubcard from the Welcome Mailing we sent you, and you won't lose any points by doing this.

If you haven't yet registered your Clubcard but have a record of your temporary Clubcard number, it's not a problem for us to transfer your points. If you don't have your Clubcard number we unfortunately can't credit any points to a new Clubcard. If your Card has been damaged, you can pick up another temporary one and keep collecting points, but you'll need to give our Helpline team a call on 0800 591 688

I'm a Clubcard member and I've got some questions

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

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.

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 591 688 and we can arrange to send you a replacement Card and/or Key Fobs.

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 591 688 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 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.

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.

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 591 688 and someone will talk you through it.

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?

Who can I give my Key Fobs to?

You can give your Key Fobs to anyone who lives with you who's over the age of 18.

Clubcard Deals

General

How long will it take for my Clubcard Deals Tokens to arrive?

We aim to post your Deals Tokens within 3 days of receipt of your order.

Why hasn't my Deal, 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 Deals order?

Any change will be credited back to your Clubcard Account. You will receive this in the next available Clubcard Statement.

Can my Clubcard Deals Tokens be sent to a different address?

No, your Deals 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 Deal, will it be dispatched in one order?

All Clubcard Deals booked at the same time will be sent out in the same envelope.

Will I need proof of identification when using Clubcard Deals 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 Deals Tokens in my possession?

No, you must have your Deals 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 Deals?

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 Deal?

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 Deals 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 Deals brochure?

You can either order your Clubcard Deals brochure online here. Or call 0808 100 0707.

Using Clubcard Vouchers

Can I use my friends' or family members' Clubcard Vouchers for my Clubcard Deals?

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 Deals; 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 Deals; 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 Deals 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 Deals still accept them?

No, all Clubcard Vouchers must be in date to be used.

Using Clubcard Deals Tokens

How long are Clubcard Deals Tokens valid for?

Deals Tokens are valid for 6 months unless otherwise stated.

Can my Clubcard Deals Tokens be refunded?

Unused and in date Deals Tokens can be returned to us for a Clubcard Points refund.

Do I need to state when I want to use my Deals 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 Deals Tokens you will receive. At the checkout you will be told the cost in Clubcard Vouchers of your Deals and you will need to add enough Clubcard Vouchers to your order to cover this cost in Clubcard Vouchers.

Looking for Clubcard Deals online

How do I find a Deal?

Using the site navigation:

1. On the left hand side of the Clubcard Deals homepage is the main navigation which displays the Clubcard Deals' categories i.e. Activity Days, Annual Memberships etc.
2. Click on one of the links and you will be shown a list of Deals 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 Deals 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 here. You can browse this just like a real brochure, except you can click on the Deals that interest you and it will take you straight to the website so you can order it!

The Clubcard Deals basket

How do I change the quantities of my Clubcard Deals 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 Deal 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 Deals you have added but not yet checked out or removed. To continue looking for more Deals use the 'Clubcard Deals' tab near the top of the page.

Do I have to order and pay for each of my Clubcard Deals separately?

No, you can complete a single transaction for multiple Clubcard Deals and pay for them all at the same time.

The Clubcard Deals 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 Deals 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 Deals 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 Deals) Click on 'Your Extra order'. Your Clubcard Deals 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 Deal?

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 found here.

Where should I send my Clubcard Deals order form?

Tesco Freetime Limited

PO Box 654

Crawley

RH10 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 here or order your Airmiles by post, details here.

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 an additional 12 Airmiles.

How long are Airmiles valid for?

Airmiles never expire.

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 here or order your Airmiles by post, details here.

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 Deals 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 online here

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 get an additional 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.

Double Up

General

Why do you not have lower denominations?

Depending on customer feedback - we may look to introduce different denominations at a later date.

Can I apply for Double Up eCoupons by post?

Yes. You can apply for Double Up by post; to do this you will need to use this order form* and follow the instructions.
* To view this file you'll need to download Adobe Reader.

Clubcard Vouchers

Can I use my friends' or family members' Clubcard Vouchers?

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 Double Up eCoupons; 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 Double Up eCoupons; 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 Double Up eCoupons with cash when you purchase your wine.

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 Double Up still accept them?

No, all Clubcard Vouchers must be in date to be used.

The Double Up basket

How do I change the quantity of Double Up eCoupons 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.

How do I remove Double Up eCoupons from my basket?

1. Once in 'Your Clubcard Basket'.
2. Under the 'Recalculate' button will be 2 options. The first 'Save items for later' the second 'Remove'.

The Double Up 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 Clubcard Voucher 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 Double Up order

How long are my Double Up eCoupons valid for?

Double Up eCoupons are valid on wine ordered and delivered within 3 months from date of issue.

Can my Double Up eCoupons be refunded?

Unused and in date Double Up eCoupons can be returned to us for a Clubcard Points refund.

What happens to the change from my Double Up order?

Any change will be credited back to your Clubcard Account. You will receive this in the next available Clubcard Statement.

Can my Double Up eCoupons be sent to a different address?

No, your Double Up eCoupons must be posted to the address registered on your Clubcard Account (the address your Clubcard Statement is sent to).

How long will it take for me to receive my order?

We will aim to despatch your Double Up order within 3 working days of receiving it.

I have made a Double Up order and a Clubcard Deals order; I have received my Deals Tokens but not my Double Up eCoupons.

Clubcard Deals and Double Up orders are sent out separately.

Why haven't my Double Up eCoupons, ordered a week ago, arrived yet?

Please call Tesco Freetime on 0808 100 0707 for further assistance on the progress of your 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. However, unused and in date Double Up eCoupons can be returned for a Clubcard Points refund.

Can I change my address once I have confirmed my order?

No, your Deals 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 Deals) Click on 'Your Extra order'. Your Double Up 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 Double Up eCoupons?

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 wine

Is there a minimum amount of wine or Champagne I must purchase?

Yes. You must order a minimum of 12 bottles of wine or 6 bottles of Champagne.

How many Double Up eCoupons can I use?

You can use as many eCoupon codes as you like to pay for all or part of your wine order from the Wine Club. There is no minimum and no maximum number of eCoupons you can use, however, you cannot over pay with Double Up eCoupons (see below), nor can they be used against any charges i.e. delivery.

Do I get change from Double Up eCoupons?

No. You cannot over pay when using Double Up eCoupon codes. For example:

Your wine order comes to £48; you will not be able to use £50 worth of eCoupon codes - only £40 - the remaining balance will need to be paid using a valid payment card.

Don't worry if you put too many eCoupons into your checkout - any unused eCoupons will remain in your checkout so you can use them against your future* wine purchases!

* Subject to the eCoupon being in date.

Can I use my Double Up eCoupons in Tesco shops?

No. You cannot use Double Up eCoupon codes:

• in Tesco shops.
• To order wine over the phone.
• At the online grocery store

Will I receive Clubcard Points on the items purchased using Double Up eCoupons?

Yes. You will receive Clubcard Points on purchases made using Double Up eCoupons.

Refunds and cancellations

What should I do if I want to return my wine?

Just follow the same procedure as you would for returning wine bought without using Double Up eCoupon codes.

Please call our Tesco.com Helpline number on 08457 22 55 33, select option 2, and one of our operators will arrange a pickup for you. More wine help.

What happens to my Double Up eCoupons if I return my wine for a refund?

It depends at which stage you make you cancellation. We advise that you check your wine checkout page to see whether your Double Up eCoupons have been returned to be used again. If they are not there, please call Tesco Freetime on 0808 100 0707 for further assistance.

Can I use other eCoupons as well as my Double Up eCoupon codes?

Double Up eCoupons have no restrictions on them. However, other eCoupon codes may have restrictions on them. You need to check whether you can use your other eCoupon codes in conjunction with your Double Up eCoupon codes.