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Loyalty Program FAQ

Will My Points Expire?
As long as you remain as an Active customer, your points will never expire.
An Active customer is someone who shops with us at least once every 12 month (from your last purchase date)

Who can join?
Anyone with an account is automatically enrolled.

How do I earn points?
You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the "Ways to Earn" tab in the menu.

How do I view my point balance?
Your point balance is shown on our program widget on the left bottom corner of the screen once you are logged into your account.

How do I redeem my points?
Select the tab called Ways to Redeem. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

Is there a limit to the number of points I can earn?
No. Go ahead and earn as many as you can!

What do the 'approved', 'pending' and 'cancelled' statuses mean?
Approved: These points can be redeemed on rewards immediately
Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals
Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)

What happens if a friend I refer cancels or returns their order?
Your pending points will become cancelled and will be removed from your account.

Why did my account balance go down?
You, or someone you referred, cancelled or returned a purchase.

I completed an activity but didn't earn points!
It can sometimes take a few minutes for us to process your activity and provide your points.

Can I use my points during checkout?
Not directly - please redeem your points for a voucher which can then be applied during checkout.

When can I start using my points?
Purchases have a pending 30-day period before you can use the points.

Can I use my voucher on separate orders?
Full amount of the gift voucher needs to be used in a single purchase, even if the voucher exceeds the order total.

Do my discount vouchers expire?
All discount vouchers will expire on December 31st of the same year issued.

Can I use my coupon codes with other discounts?
Coupon codes cannot stack with regular store promotions (i.e. store-wide 4th of July sale).

How do I leave the program?
If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.

What happens if I leave and decide to join again?
Just contact us and we'll re-enroll you. However, your point total will begin from zero.

Where can I report a problem or give feedback?
Please use our normal contact details.