What happens to the points I’ve earned on a returned item or order?
When you shop with us, your points build up based on the value of your order, giving a little back to your body and your routine each time.
If you return an item, whether in-store or online, the points earned from that order will be removed from your balance.
If you’ve already used those points before the return is processed, your balance might dip into a negative for a short while. That can feel a bit confusing, but it’s only temporary. As soon as you shop again and earn more points, your balance will naturally move back into 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 post or in-store)
- Sent back by the courier after a failed delivery
- A Click & Collect order that wasn’t collected within the 14-day window
Those points will be automatically added back to your account, so they’re ready to support your next shop.
There’s nothing you need to do.
You can check your points balance and history anytime in the Rewards section of the app or by logging into your online account.