1. Brown Thomas
  2. Frequently Asked Questions
  3. Encore Loyalty Account
  4. Lost or Stolen Cards

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

If you are asking “What should I do if my Encore Loyalty card is lost or stolen?”, we can help protect your account and provide a replacement so you can continue enjoying your benefits.

Step 1: Report the loss immediately

  • Contact Customer Service through the Live Chat widget on our website.

  • We will deactivate the missing card promptly to protect your points.

Step 2: Receive a replacement

  • A new digital card will be issued automatically in the Brown Thomas App.

  • If you prefer a physical replacement card, our team can arrange this for you.

Step 3: Access your digital card

  • Open the Brown Thomas App

  • Go to Account > My Loyalty to view and use your new digital card instantly.

Step 4: Check your points balance

  • In-store: Ask at any till for your current points balance.

  • Online: Log into your account and select My Loyalty.

  • App: Go to My Account > My Loyalty.

Important information

  • Your Encore Loyalty points balance will transfer to the replacement card wherever possible.

  • If points were used without authorisation before the loss was reported, they unfortunately cannot be reinstated.

  • Report the loss as soon as possible to protect your rewards.

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