What happens to the points I’ve earned on a returned item or order?
When you shop with us, you earn points based on the value of your order. If you return an item in-store or online, the points earned from that order will be deducted from your account.
If you’ve already spent those points before the return is processed, your points balance may temporarily go into a negative balance. Don’t worry — as soon as you earn more points from future purchases, your balance will return to positive.
What happens to the points I’ve used on a returned or cancelled order?
If you’ve used points as part payment on an order that is:
Cancelled
Returned (via one of our official return methods, postal or in-store)
Returned by courier due to a failed delivery
A Click & Collect order cancelled because it wasn’t collected within the 14-day collection timeframe
Those points will be automatically added back to your account. There’s nothing you need to do.
You can check your points balance and history at any time in the Rewards section of the app or by logging into your online account on our website.