If you have bought from us before and you are logged into your account online, you should be able to see your current loyalty points balance. If you can’t see any points on your account, there may be a number of reasons for this:
Is the order still active?
Your loyalty points will appear on your account as soon as your order is either dispatched or collected, so if your order is still active they will not have appeared yet. Please refer to the When Do I Get My Loyalty Points? article from our Help Centre.
Have you already spent your points?
Perhaps last time you shopped with us you may have already used them to part-settle your order. At the checkout phase there will be an option to redeem your loyalty points before you pay.
If you chose to redeem loyalty points for an order, you have effectively chosen to "part pay" using loyalty points. If you redeemed them last time, your order history may look as if your card has been charged the full transaction amount, however, your bank statement in most cases should show that your card has in fact been charged the correct amount (the value of the transaction minus the value of the loyalty points you redeemed).
Maybe you have more than one account?
It is not uncommon for our customers to have more than one account on our system. If you have placed an order in the past and are unable to see it in your order history when you login to your account, chances are you have more than one.
If you believe that you may have more than one account please refer to the I’d Like To Merge Two Or More Existing Accounts article on our Help Centre.