Loyalty programme
Our loyalty programme gives you a member price on our goods and points on what you buy. This page explains how you reach a tier, how long it lasts, how points are earned and spent, and when they expire. The legal terms of the sale itself are in the store terms of sale.
The figures that apply to you personally are on your loyalty page: your tier, the date it holds to, your point balance and the date it expires. We keep the numbers there rather than on this page so that what you read is what actually applies to your account today.
Who is in the programme
Everyone with an account here. There is nothing to sign up for and no card to carry. You need to be signed in when you order, because points are recorded against your account and an order placed as a guest is not attached to one.
How you reach a tier
Tiers are earned on what you spend on goods over a rolling window. Each night we add up the orders you have paid for inside that window and place you in the highest tier you have reached. Delivery charges and gift cards do not count towards it, and the amount is counted after any points you spent on the order.
A tier gives you a percent off our regular prices. Some tiers also apply to specific goods only. Whatever your tier gives you is shown on the product page and in your cart, next to the ordinary price, so you can always see what it is worth on the thing you are actually buying.
Once you reach a tier it holds for a full window, counted from the day you reached it, even if you buy less during that time. We do not take a tier away the moment your spending dips. The date yours holds to is on your loyalty page.
We may also place an account in a tier by hand. If we have done that, the tier stays until we change it.
Member prices and other discounts
A member price is a discount on our regular price, exactly like a sale price. Where goods are already reduced, you pay whichever price is lower, and never both reductions on top of each other.
A member price does not combine with a discount code marked as not combining with other discounts. Each code says on its own terms whether it stacks. Codes that do stack apply on top of your member price as normal.
How points are earned
Points are earned on the goods in a paid order, after any discounts on those goods have been applied. Delivery charges do not earn points, and neither do gift cards, which are money being bought rather than goods.
Your tier may earn points at a faster rate than the standard one. The product page tells you what a given purchase would earn you before you buy it.
Points are recorded when the order is paid, not when it is placed.
How points are spent
Points reduce the price of a new order. At checkout you enter how many of your points to put towards the order, and the total drops by what they are worth. Checkout tells you what your points are worth, the smallest number you may spend at once, and the largest share of an order points may pay for.
Points are not money. They cannot be exchanged for cash, transferred to another person, or used to buy a gift card, and they carry no value outside this shop.
When points expire
Points expire after a period with no activity on your account. Buying something or spending points starts that period again, so an account that is used does not lose its balance. We email you before the date so nothing lapses unannounced.
The date your current balance would expire on is on your loyalty page, along with how far in advance we write to you. If points do not expire at all, the page says so instead.
Refunds, cancellations and closing your account
If an order is refunded or cancelled, we may adjust the points it earned. Any adjustment appears in the points history on your loyalty page with the reason we gave for it.
If your account is deleted, your balance ends with it. The points cannot be restored afterwards or moved to another account.
Changes to the programme
We may change how the programme works or end it. Points and tiers you hold at the time keep whatever the programme says on this page when you come to use them, and we will not shorten a tier you have already earned partway through its window.