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.

Deals

Ordering Clubcard Deals by post

How long will it take for my Clubcard Deals Token(s) to arrive?

We aim to post your Deals Token(s) within 3 days of receipt of your order.

Can I use my friends` or family members` Clubcard Vouchers towards my Clubcard Deal?

You can only use Clubcard Vouchers that were sent to your registered Clubcard Account address.

What address should I send my Clubcard Deals order to?

Tesco Freetime Limited
PO Box 654
Crawley
RH10 1RG

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

What happens to the change from Clubcard Deals?

Any change from your Deal will be credited back to your Clubcard Account. You will receive this as points on your next Clubcard Statement.

I am short of Clubcard Vouchers for my Clubcard Deal; can you use the points on my account to top up my Vouchers?

No, payment can only be taken in Clubcard Vouchers.

I am short of Clubcard Vouchers for my Clubcard Deal; 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.

How long are Clubcard Deals Tokens valid for?

Deals Tokens are valid for 6 months.

Can my Clubcard Deal(s) be sent to a different address?

No, your Deal(s) must be posted to the address registered on your Clubcard Account.

How long are my Clubcard Vouchers valid for?

Your Vouchers are valid for 2 years - an expiry date is displayed on the Clubcard Voucher.

Can my Clubcard Points be automatically converted into Airmiles?

No, if you have Clubcard Vouchers with an online code you can exchange them for Airmiles on Clubcard Deals; alternatively post your Clubcard Vouchers. Visit our How to Order page.

My Clubcard Vouchers have expired, is there anything you can do?

Please contact Clubcard Customer on 0800 591 688

Registering an account on Tesco.com

Why do I need to register?

If you are a new customer, we need your details so that we can send you your order.

How do I register?

You can register by clicking on the 'Login/Register' link at the top right of the page, and entering your details in 'New Customers Register Here'. Existing customers can simply login as normal.

I am having problems registering.

If you are having problems registering visit Tesco.com help.

Using the Clubcard Deals website to order your Deals

How do I find a Deal?

Visit Clubcard Deals online www.tesco.com/clubcard/deals.
Using the web-links:

1. On the left hand side of the Clubcard Deals homepage are the 'web-links'. Days Out, Family Fun, etc
2. Click on the link that you think would be appropriate for your chosen Deal. i.e. Day out with the family could consist of either Days Out or Family Fun, so simply take a look at both.

Using the search box:

1. Enter the product name or any related words into the product search box at the top of the screen.
2. Click on the 'Find' button next to it. A list of products matching your search will then appear in the main window. If you don't find what you are looking for try again using alternative key words.

How do I download Adobe reader if I don't already have it on my computer system?

Every supplier page on Clubcard Deals.com has a download option for Adobe reader under 'Additional Information'.
Alternatively, use this link: Download Adobe Reader.

How do I recalculate the quantity of my Deals once in the basket area?

1. Once you have chosen a Clubcard Deal, and the value you would like to be transferred in Vouchers. You need to 'Add to Basket'
2. This will take you through to 'Your Clubcard Deal Basket'.
3. At this point you can adjust the value by pressing on the '+ Plus' or '- Minus' signs. Followed by 'Recalculate'.
4. You must use the 'Recalculate' button for each of the products you have changed.

How do I remove an item from my basket?

1. Once you have chosen a Clubcard Deal, and the value you would like to be transferred in Vouchers. You need to 'Add to Basket'.
2. This will take you through to 'Your Clubcard Deal 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?

'Your Clubcard Deal Basket' has an in-built virtual memory. Which means anything you 'add to basket' will remain there until such time you proceed to 'Checkout Deals'. Or you 'remove' the item from the basket all together.

Must I have all the products I want in the basket before I pay with my Vouchers at the Checkout?

Yes, you can complete a single transaction for multiple Clubcard Deals and pay for them all at the same time.
Simply add everything you would like to your basket, whether it be 1 or 10 Clubcard Deals.
Then proceed to the checkout, the system will automatically calculate all the products in your basket and give you a 'Total required in Clubcard Vouchers'.

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'
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.'
Then you can proceed to checkout your order.

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'
4. 'Confirm your order'

In section 3, 'Payment' it states: Please enter the 12 digit online code(s) from your new look Clubcard Vouchers into the box below and click 'use code'. If you have more then one code, please 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 new look Clubcard Voucher and clicked 'Use Code'. The screen will change and the Voucher along with its specified value will be added to the data in the 'Payment' section.
At this stage, on the left side of the screen. You will now have the options to 'Remove' the new look voucher from the 'Payment' section.

Can I cancel my booking after I have confirmed my order?

No, not once the order has been completed, processing can not be stopped as its an automatic service.

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

No, not once the order has been completed, processing cannot be stopped as it is an automatic service.

How do I get a summary of my order after I hit the confirm order button?

At any stage, you can check your Clubcard Deal order by clicking 'My Account' always listed on the top right of Tesco.com.
If you haven't done so already, you will be asked to login.
Once you have access to 'My Account' you will see 2 sections:

1. 'Your Order'
2. 'Your account details'

In section 1, 'Your Order' you will be able to see 2 options:

1. 'Your grocery order'
2. 'Your Extra order' (e.g. books, CDs, flowers, electricals, wine and Clubcard Deals)

Click on 'Your Extra order'. Anything ordered via Clubcard Deals.com will be listed here. If you wish at this point to obtain further information i.e. the 'Order Summary' simply click on the link listed 'Review full order details'. This will take you back to the order summary.

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 is also to make the process as quick and easy for Clubcard customers as possible.

What Vouchers can I use for online Deals?

From your February 2006 statement, Clubcard Vouchers will have a 12 digit online code.
Only the 'new look' Vouchers with the online code can be used to purchase Deals online.
If you want to use Clubcard Vouchers without an online code, or if you want to use a combination of Clubcard Vouchers without online codes and the new look Clubcard Vouchers, simply order your Deals by post.

When I order, do I put in the Voucher value I am sending, or the Token value I require?

When completing an order via Clubcard Deals.com you will be required to input the value of Clubcard Vouchers you wish to exchange. Not the value in Deal Tokens you would like to receive, in exchange.

How do I know my order has been processed?

Once your order has been completed you will receive a confirmation e-mail with all the relevant information i.e. What you ordered, how much your order cost in Vouchers and the estimated delivery time.

Can Clubcard Deals deduct Clubcard Points from my account if I don't have enough Clubcard Vouchers to pay for my Deal?

No - Clubcard Deals cannot deduct Clubcard Points from accounts. Only Clubcard Vouchers can be used for Clubcard Deals - Tesco issue Clubcard Vouchers in February, May, August and November.

Can I top up my Clubcard Vouchers with cash?

No, payment or part payment in cash for Clubcard Deals is not permitted.

Can I use my E-coupons for Clubcard Deals?

No, E-coupons cannot be redeemed for Deals. Neither can coupons or money off vouchers and these cannot be returned.

Can Clubcard Deals refund my Deals Tokens?

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

How long are Deals Tokens valid for?

Tokens are valid for 6 months from the date they are issued, unless otherwise stated.

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.

If I order more than one Clubcard Deal, will it be dispatched in one order?

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

My Clubcard Vouchers have expired, will Clubcard Deals still accept them?

No, All Clubcard Vouchers must be in date to be accepted.

Can I use someone else's Clubcard Vouchers?

Only Clubcard Vouchers printed in your name will be accepted for your booking.

How do I order a Clubcard Deal?

You can use your new look Clubcard Vouchers to order Clubcard Deals online using the online code. If you still have Clubcard Vouchers without an online code, or if you want to use a combination of Clubcard Vouchers without online codes and the new look Clubcard Vouchers, simply order your Deals by post. More information on how to order.

How do I order a Clubcard Deals brochure?

You can either order your Clubcard Deals brochure online by clicking 'add to basket' on the brochure page and following the instructions. Or you can call 0808 100 0707.

How do I find prices and opening times for a Deal?

You can find the prices, opening times and information on the suppliers website - follow the link from their page on our website. Alternatively, you can call Clubcard Deals on 0808 100 0707 and one of our advisors will help you with your enquiry.

Can Deals Tokens without names and Tokens with names be combined?

Yes - However they cannot be used for Avis car rental Goldsmith, Hotels, Holidays, or MFI orders.

Will I need proof of identification when using the named Deals Tokens at MFI and Goldsmiths?

Yes - A bank card or something similar is suitable.

Can I book my Deal, such as a holiday, without Deals Tokens in my possession?

No, you must have your Deals Tokens before you book; as 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 still book flights through Airmiles.

How long does it take to process a Deal?

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

Why has my Deal, ordered a week ago, not shown up yet?

Please call Tesco Freetime on 0808 100 0707 for further assistance on the progress of your booking.

How do I exchange Clubcard Vouchers for Airmiles?

You can use your new look Clubcard Vouchers to order Airmiles online using the online code. If you still have Clubcard Vouchers without an online code, or if you want to use a combination of Clubcard Vouchers without online codes and the new look Clubcard Vouchers, simply order your Airmiles by post. More information on how to order.

How long are Airmiles valid for?

Airmiles never expire.

How many Airmiles will I receive through Clubcard Deals?

A minimum of £2.50 in Vouchers can be converted into 60 Airmiles, after this minimum amount, Airmiles can be ordered in increments of 50p in Clubcard Vouchers.

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 book with Airmiles?

When you are ready to use your Airmiles, please call the Airmiles Travel centre on 0808 100 0707 or visit www.Airmiles.co.uk for assistance.

Do I need a BA 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.

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.

How do I convert Clubcard Vouchers to BA Miles?

You can use your new look Clubcard Vouchers to order BA Miles online using the online code. If you still have Clubcard Vouchers without an online code, or if you want to use a combination of Clubcard Vouchers without online codes and the new look Clubcard Vouchers, simply order your BA Miles by post. More information on how to order.

Can I turn my BA Miles back to Clubcard Vouchers?

No, BA Miles are non exchangeable and non refundable

Double Up

General

What is Double Up?

Double Up is a great new way to make your Clubcard Vouchers go further. Every £5 in Clubcard Vouchers you exchange gets you a £10 Double Up eCoupon. Spend these eCoupons at the Wine Club and make great savings.
More on Double Up

What are Double Up eCoupons for?

Currently it is for cases of wine, purchased online at the Wine Club.

How does Double Up work?

It's simple. Just exchange your Clubcard Vouchers online and you'll receive £10 in Double Up eCoupons for every £5 in Clubcard Vouchers.

Is it a Clubcard Deal?

No. This is a separate scheme to Clubcard Deals.

My friend has been sent an email about Double Up - can I order Double Up eCoupons too, even though I was not sent an email?

Yes. Anyone can exchange their own Clubcard Vouchers for Double Up eCoupons.

Will you introduce the same type of scheme for items purchased in store?

We have no current plans to do so.

Can I give my Double Up eCoupons to someone else?

No. Double Up eCoupons are not transferable and will be issued with the name shown on your Clubcard Vouchers.

Will you be doing this offer again in future?

We hope to continue this new scheme and to introduce new products from time to time. Keep checking the website for more information.

Is Double Up available to Republic of Ireland customers?

No. Double Up is only available to UK customers.

Double Up eCoupons

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

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

Why do you not have lower denominations?

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

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.

Can I apply for Double Up eCoupons by post?

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

How long are my eCoupons valid for?

Double Up eCoupons are valid for 3 months from date of issue.

Using Double Up eCoupons to order 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 purchase 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?

Yes. In date and unused eCoupons can be returned to Tesco Freetime for a points refund to your Clubcard Account.

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.