What to do if your Encore Loyalty card is lost or stolen

If your Encore Loyalty card has been lost or stolen, rest assured we are here to help safeguard your account and make it easy for you to continue enjoying your benefits.

Steps to Take

Report the Loss Immediately
Please contact our Customer Service team through the Live Chat widget in the bottom right corner or via WhatsApp.
We will deactivate the missing card promptly to help protect your account.
Receive a Replacement
- A new digital loyalty card will be issued and made available in the Brown Thomas App.
- If you require a physical loyalty card, our team can also assist with arranging this.
Accessing Your Digital Card
- Open the Brown Thomas App.
- Navigate to Account > My Loyalty to view your new digital card.
Check Your Points Balance
- In-Store: Request a balance check at any till point.
- Online: Log into your account and select My Loyalty.
- App: Open My Account and view My Loyalty.

Important Information

Your Encore Loyalty points balance will be transferred to your replacement card wherever possible.
Please note: If points have already been used without authorisation before the loss was reported, it will not be possible to reinstate them.
We recommend reporting the loss as soon as possible to protect your rewards.