Frequently Asked Questions (FAQ)

I have spent loads in the past but haven’t got an account, I checked out as a guest can I backdate points?

If you sign up to an account through the loyalty program this will add 200 points for account creation, once the account is in place we will be doing weekly imports of all existing customers and adding their points based on the tier system. Points for orders will be backdated 3 months.

I have used 2 email addresses for separate orders, can I move them all onto one account?

Unfortunately the points are allocated to the email address that placed the order, we cannot combine or merge points. You will however be able to use your redeemed code on either account.

How do I spend my points?

You will be able to see the rewards available to you in your rewards tab, you can either save these up for a bigger discount or use them as you go. To redeem, click on the reward you wish to use, a code will then be generated for you to copy and paste this into your cart at checkout.

Can I use the points with another discount code?

No the points system is your discount code and cannot be used in conjunction with other codes or offers. You can only choose to use 1 of your rewards at any time. So you will need to select whether you wish to use your code or the existing one (ie student discount) and which will benefit you most. Equally if we are running sale weekends ie Black Friday the discounts will be generated automatically by the website so if you wish to opt for using your code you must select “ use a different code” at checkout.

I have used my discount code and it has taken me under the free postage threshold, can I still have free postage?

Unfortunately the system is set to £25, if a voucher code takes you below this figure then you will be eligible for the relevant postage costs. Please bear this in mind when redeeming your voucher as it may be worth saving up for the next level if you do not want to incur postage charges.

I have converted my points to rewards but want to convert back to save up for bigger rewards, can I do this?

Unfortunately no, once your points have been redeemed for a voucher code they cannot be reverted back to points. The voucher will remain in your account until you wish to spend it.

I have already liked your Facebook page can I have the points backdated?

Unfortunately you cannot do this, this is for new customer generation only.

Can I earn points if shopping with a gift voucher?

Unfortunately, you can only accrue points when using a credit card, Apple / Googlepay, clearpay or PayPal payments. Gift voucher points are already allocated to the original purchaser. If you have received a gift card for a refund you will forfeit any points to obtain the extra 10% allocated.

How does the referral program work?

You will be allocated a code link and can share this on social or via email with your friends. As soon as someone makes a purchase using your code then the points will be added to your account.

Reasons why you will not receive referral points:

• customer checked out in a different browser
• customer checked out in the same browser but after 24hrs
• the order total was less than the stated minimum spend.
• the order total was less than the minimum spend once a discount was applied (if they had a discount to use)
• the customer had made a purchase in the past

Do I get LovePoints when buying gift vouchers?

Yes, however the recipient of the gift card will not qualify for points on their purchase because the points are added to the purchase of the gift card and therefore we cannot issue double points.

Will my points be deducted if I return an item?

Our points have a 30 day approval process on purchases so provided the item is not returned the points will be allocated to your account. If however the goods are returned the points will be cancelled and not allocated to you.

If I return an item will I lose the code that I used?

If you return an item that was paid for partially with a voucher obtained from your LovePoints you will only receive a refund for the amount paid. The code provided for LovePoints is only a 1 time use code and this will be forfeited if an item is refunded.Please be aware of this when ordering as you will lose any vouchers that have been used against purchase. This is non negotiable.

How long do the points take to clear?

All points take 30 days to be applied to your account after purchase.

How many Points do I get per purchase?

Customers 5 points per £1 spent

Will I get more perks if on a higher tier?

We will be rewarding our higher tier customers with special offers, double points specials etc and first choice on new items so it is definitely worth being on the higher tier. You will automatically move up to the next tier when you reach that spending point.

How long do points last?

Our points have a 12 month expiry on them so they must be used within a year of being allocated. Once expired they will reset and you will be unable to use any previously earned. 

How do I get birthday points?

You need to click on the "earn points" tab and enter your birthday here, we cannot manually add your birthday as we do not know when it is as it's not linked to your account. You must input your birthday (prior to the date) and then the system will know to automatically issue your points.

I have 2 accounts can I merge the points?

We cannot merge accounts, your points will automatically be generated per account so you can continue to use both accounts or opt to switch to 1 but we cannot combine account points.

Can I use more than one reward?

You can only use 1 reward per order you cannot redeem 2 rewards. 

Can I use a reward with a gift voucher?

Yes you can, the gift voucher code box is separate to the discount code box.

Where is the rewards program on your site?

If you look in bottom left corner of the site it says LovePoints, this is where all your information is stored, you will need to log in or sign up an account to use the program.

This scheme is subject to change at any time and awards and thresholds can be changed at our discretion.

Any other questions feel free to message below and we will add to this as we go along.