Rewards FAQ's

What is Olli Ella Loyalty Club? 

Loyalty Club is our very special loyalty program created to reward you for shopping with us. When you join, you'll be eligible to earn play points and receive perks. Earn play points each time you shop with us, follow us on social media and we’ll even give you play points on your birthday! You can redeem play points for discounts on future purchases with us.  

All you have to do is make an account, shop your favourite products, and we’ll take care of the rest.  
As you progress along your Loyalty Club journey, you’ll move up tiers and receive more benefits, like discounts, free shipping and exclusive offers.  

How do I join?  

Becoming a Loyalty Club member is simple. Click to join now, just follow the prompts.  
Joining Olli Ella Loyalty Club is free, to get started all you need to do is sign up!  
Signing up means you will automatically receive emails from us, so you'll be the first to know about launches, sales & MORE!   

Does it cost anything to join?  

Joining Olli Ella Loyalty Club is 100% free, and there is no additional cost for earning or redeeming play points, you will earn play points by purchasing products on our site or through the other actions listed.  

I already am signed up for emails so do I have an account?  

No, you'll need to sign up to Olli Ella Loyalty Club separately - it's quick and easy, just click here and follow the prompts.  

Reward Play Points 

How do I earn play points? 

There are lots of ways to earn Loyalty Club play points. Every time you shop with us, you’ll earn a point for every dollar spent. You’ll also earn play points for referring friends, following us on social media, celebrating an anniversary with us and even for your birthday! We also have occasional ‘double play points’ days, available to specific tiers., more points for less, yes please! Click here to see more ways to earn play points that don't require shopping online. You can find all the ways to earn play points HERE. 

Do Loyalty Club play points ever expire?  

Your play points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming play points, placing an order, etc.  

How do I get my birthday points?  

It’s Easy. Make sure you have added your date of birth when signing up to Loyalty Club. We’ll send you an email on your Birthday along with your play points!  

If you don't receive an email with your birthday voucher flag this with our customer service team via the live chat function on our website or email us at customerhappinessteam@olliella.com  and we can take a closer look.  

Is there a limit to how many play points I can earn? 

There is no limit to how many play points you can earn as a member of the Olli Ella Loyalty Club. Simply make sure you are logged in to your account at the time of purchase, and watch your points grow!  

I earned play points / a new VIP tier with my last purchase, but now I want to return it. What will happen to my reward?  

If you use your rewards towards a purchase and later decide to return that item, your reward voucher will be credited back to your Loyalty Club account. For example, if you use a £/€5 coupon towards a £/€100 purchase that you decide to return, the £/€95 balance will be refunded to your credit card and the £/€5 reward credit will be deposited back into your rewards account. Any play points accrued on that £/€100 purchase will also be removed from your play points balance. 

I forgot to sign in before placing my last order / I used a different email address to make my purchase. Can I still earn play points for my purchase?  

We are unable to manually add play points to accounts for previous purchases or purchases made under different email address, so please be sure to always sign in to your account before placing an order so that you can earn your Loyalty Club play points on every purchase you make.  

Which regions are eligible for the free shipping reward in the Gold Tier?

England, Wales, Scotland (excludes Northern Ireland and Isle of Man)

Will I receive play points for purchases I made prior to creating my Loyalty Club account?  

You will start receiving play points from the day you set up your Loyalty Club account. Any purchases prior to 5th September 2024 (the date we launched our Loyalty Club program) don't count towards Loyalty Club play points. However, when you join you will receive 50 play points as a thank you for signing up.  

When do new play points show on my account?  

As soon as you complete a play points-eligible action, the play points will automatically appear in your account.  

I should have earned play points for a purchase, promotion, incentive etc. but I didn’t see my Loyalty Club account balance change. Is there a way to confirm that I did receive credit?  

Yes! You work hard to earn play points, and we want you to feel confident that all of them are right where they should be in your account. If you feel like you have earned play points, but they are not showing up in your account, you can also troubleshoot with these tricks:  
1. Try refreshing your browser.  
2. Try to log out and then back into your account.  
3. Check your ‘play points history’ in your Loyalty Club account to see if the play points were added without you noticing. Your ‘play points history’ will show you the number of play points earned, how and when they were earned, as well as any redemptions of play points made on your account.  
  
If you still feel like your play points balance is not accurate you can contact our Customer Happiness team via customerhappinessteam@olliella.com and they will look into the issue for you.  

Redeeming Play Points 

How do I redeem my Loyalty Club play points? 

Exchanging your play points for discount vouchers couldn't be easier! Simply log into your account, visit the Loyalty Club page to  see your qualifying reward options. You can click the 'Redeem' button to redeem your chosen reward.   
  
You must have a minimum balance of 100 play points each time you would like to make a redemption and play points must be redeemed in increments of 100 (£/€5). 

At checkout you can decide how many play points to use on your purchases or save them to spend at a later date. Simply select a coupon at checkout to redeem on your purchase.   

How do I check my play points balance? 

Once logged in, you can check your play points balance on your Loyalty Club account page. 

Can I combine play points with an additional discount code? 

Play points redeemed for discounts cannot be combined with any other discount or offer.  

Tier Status 

What is the difference between the tiers?  

Your membership level is determined by your historical accumulated spending, which includes all your purchases since creating your account. You will start in our Family Tier which is free to joining and move up as you make further purchases.  
Each tier comes with its own perks which are outlined on our Loyalty Club page.  

Tier progression is based on spend amounts. When you qualify for a new tier, you will receive an email welcoming you into your new level outlining all your new Loyalty Club perks.   
  
As soon as you’ve spent £/€200 in a 12 month period you move up a tier.   

To reach:  
  
Family – Simply join Olli Ella Loyalty Club  
  
Silver – spend £/€200 in a 12 month period  
  
Gold – spend £/€400 in a 12 month period  

Rainbow – This is an invite-only tier with no qualifying requirements. We may just surprise you one day! We want to share the love around so these are exclusively for 12 months only and then we will pay it forward to someone new.  

Could I move down a tier?  

You will be in a tier for a year from the time you enter that tier. In that year simply spend £/€200 to stay in the Silver tier or £/€400 to stay/ move up to the Gold tier.  
If you don’t meet the threshold you will move down one or two tiers potentially.  

How do I know which Loyalty Club tier I am currently a member of? 

Your points balance can be found at the top of the rewards page when logged into your Loyalty Club account. Your current tier will be displayed in the progress bar on the rewards page when logged into your Loyalty Club account.  

Referrals 

Refer a friend: Give £/€10 get £/€10 

 You can refer a friend via the referral box on your personal account page or via your unique referral link in your account. 

To qualify, the friend must be a new customer and have a valid email address. Once the friend has made a purchase using the unique referral link, you will receive an email advising you of the successful referral and £/€10 in play points equivalent will be automatically added to your account. 

*Minimum first time spend £/€60. 

I received an error message when trying to refer friends through the email referral box on my Loyalty Club account page.  What went wrong? 

We are sorry to hear that. There are a couple of things that could have triggered the error message.  The first possible scenario is that there was a typo in one of the email addresses that you entered, if entering multiple emails make sure to separate them with a comma. The second scenario is that one of the friend emails that you entered is tied to someone that is already a customer of ours and therefore cannot receive the referral link. To eliminate confusion over which of these two scenarios has occurred we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once. If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, or Messenger to receive credit.  Please contact our Customer Support team if you need further assistance  

I’ve referred several friends but haven’t received any play points in my account for doing so. Is there something else I need to do? 

Thank you so much for sharing your love of Olli Ella with your friends! We really appreciate it. Referred friends must be a first-time customer in order for both of you to receive the referral benefits. In addition, the referral must be initiated through our Loyalty Club referral box on your personal Loyalty Club page or through the use of your unique referral link also found there. Play points will be added to your account for referring a friend as soon as the referred friend completes their first purchase on our website. When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that play points have been added to your account. You may also check your ‘Loyalty Club History’ to see a list of any play points that you have received for friend referrals.  

How do I cancel my membership? 

Before you go, we want to make sure you know that having an account with us has many benefits outside of earning play points. By keeping your Olli Ella Loyalty Club account active, not only will you earn play points for every purchase but it will also allow you to view your order history, receive up to date order statuses, and store addresses for quicker checkouts. We would hate to see you go! You can do so by contacting our Customer Happiness team via customerhappinessteam@olliella.com  

Is there a long list of terms and conditions that I can read?  

You bet there is! You can find them right HERE.