FAQ Booklet

Loyalty Programme

Everything you need to know.

How can I join?

You can easily join the Collectors Club online by creating an account during checkout, or in-store by scanning a QR code, or opting in at the till.

By joining you are agreeing to our Privacy Policy, but can opt out of communications at any time.

The Collectors Club is available in selected countries and stores. Please check our website for availability in your region.

What do I need to join?

All you need to join is your email address and a quick confirmation that you’re happy to hear from us.

You’re always in control — if you change your mind, you can easily opt out of communications or close your account whenever you wish.

What is the welcome gift?

Unwrap a little surprise with your very first order — a special welcome gift awaits! While we won’t give too much away, expect a delightful stationery pack featuring a leather-trimmed case and exclusive Collectors Club essentials. It’s our way of saying hello.

How do I earn stamps?

You can earn stamps on all your purchases, except for shipping, sales taxes, discounts, services, and gift cards (both buying and redeeming). Just make sure your order is linked to your email address, and you’ll receive your rewards automatically. We’re here to make collecting fun and simple!

Stamps you’ve earned will appear in your pending balance for 14 days before they’re ready to use.

If you make a return or apply extra discounts during this time, the stamp amount may be adjusted.

You can easily track your pending stamps in the Stamp History section of My Account.

How do my redeemable stamps expire?

Your stamps will stay active for 12 full months from when you earn them, expiring at the end of the same calendar month the following year. You can easily check your stamp status any time in My Account, so you’ll always know how much time you have to redeem your rewards!

How can I spend my redeemable stamps?

When you’re ready to use your stamps, simply head to the checkout online or visit us in our shops. At the online checkout, you’ll find a dedicated section where you can easily choose how many stamps you want to apply — whether that’s your entire balance or just a part of it. Same in our shops, just let the team know how many you’d like to redeem. This way, you have complete flexibility to spend your rewards exactly how you like, in increments of £1.

If you choose to spend your stamps in participating stores around the world the value of your stamps may differ, see below to see their value: GBP 1 stamp = £1 off

DKK 1 stamp = 10kr off

USD 1 stamp = $1 off

AUD 1 stamp = $2 off

CHF 1 stamp = 1CHF off

CAD 1 stamp = $2 off

EUR 1 stamp = €1 off

What are the different tiers and their requirements?

Here’s how our tiers work:

NEWCOMER

Start your Collectors Club journey with no minimum spend.

ENTHUSIAST

Reach this tier when your total spend hits £500.

CURATOR

Unlock this status once your purchases total £2,500.

SMITHY

Our exclusive tier, available by invitation only.

The more you shop and engage, the more exciting rewards await you at each level!

How do I claim my tier rewards?

You can view all your available rewards in the Rewards section of your My Account area — this is your personalised home for everything you’ve earned.

From stamps and tier benefits to exclusive offers, everything you’re eligible for will be displayed here, ready to enjoy.

Sometimes, we’ll celebrate with special surprises or limited-time perks; when we do, we’ll use your chosen communication preferences to let you know, so you never miss a moment. Please note, your benefits and rewards will only appear in your account when they’re ready to be used.

Will I ever move down a tier?

Don’t worry — your tier status is reviewed based on your spending over the last 12 months. If your total eligible spend drops below a tier’s threshold, you may move to a lower tier, but you’ll always be notified first and have the chance to enjoy your rewards for as long as possible.

What does my card and digital wallet do?

Your Digital Card makes shopping and rewards even easier! It displays your Stamp Balance, Tier, and unique member QR code — all ready to use in-store. You can conveniently add your card to your Apple or Android wallet, so you always have it on hand. Simply show your digital card at the till for quick identification, without needing to share your email address.

Occasionally, we may send gentle push notifications to keep you informed about your tier status and exclusive updates, ensuring you never miss out on club benefits.

What is a Digital Wallet and how do I add my card?

You can easily add your card to your Digital Wallet from your mobile device right from your My Account page or by following the link in the email footer — just a few clicks and you’re all set!

What gifting is available?

Tier up, Birthday, Anniversary, and Smithy’s will also receive a Christmas Gift.

As you move through the tiers, you’ll unlock special gifting moments — like a tier up treat, a birthday surprise, and an anniversary gift.

How do I get my tier up gift?

Great news — when you move up a tier, you’ll be the first to know! After the pending period, we’ll send you an email and update your rewards section in My Account.

Claiming your tier up gift is easy: simply click to add it to your basket, or visit one of our shops to collect and start celebrating your new status!

How do I get my birthday gift?

To make your birthday extra special, we’ll send you a friendly reminder 14 days before, letting you know you can enjoy your exclusive 15% birthday discount — yours to use anytime in the following two weeks. If you’re a Curator, we’ll invite you to pop into one of our shops or simply use the code found in your account.

I don’t want to receive emails but still want discounts.

You can unsubscribe from some or all channels and still be part of the programme. You will receive transactional-based emails such as Redeemable Stamps earned or expiry only.

No worries — you can opt out of promotional emails and still enjoy your membership benefits. Even if you unsubscribe from marketing messages, you’ll continue to receive important updates like notifications about your redeemable stamps and their expiry, so you won’t miss out on what matters most to you.

I no longer want to be part of Collectors Club.

If you decide to leave the Collectors Club, you can easily request to close your account with our Customer Experience team. Please note, this means you’ll lose access to all benefits and stamps associated with your membership.

Need more help?

Contact our Customer Experience team:

customerservices@paulsmith.com +44 (0)115 968 5821 Available 08:00 – 17:00 GMT Monday – Friday (excluding UK Bank Holidays)

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