I’m Unable To Redeem My Loyalty Points
If you have shopped with us before, you will probably have some loyalty points that you can redeem on your next purchase.
To redeem your loyalty points online when you check out, please make sure that you log into the account where you have previously accumulated the points.
If you are unable to login to your account please refer to the I'm Having Trouble Logging In article for help.
Once logged in, you should see your loyalty points total at the top of the screen, on the right-hand side.
On the Shopping Cart screen, you are able to redeem these points (as well as vouchers or coupons) on the right-hand side of the page. Simply click Redeem Loyalty Points, check the total, and then click Apply. This should remove the points from your total amount and you can continue the checkout process as normal.
If you can’t see any points on your account, there may be a number of reasons for this:
Are they still valid?
Loyalty points are only valid for three years from the date they are acquired. After this, the points will expire and disappear from your account. Unfortunately, we will not be able to reinstate expired points.
Is the order still active?
Your loyalty points will appear on your account as soon as your qualifying order is either dispatched or collected, so if your order is still active they will not have appeared yet.
Have you already spent your points?
Perhaps the 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 log in 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.
If you are still having trouble, please contact our support team who will get back to you shortly.