LOYALTY CLUB
The more you spend, the faster you earn points,
the more store credit you will receive!
*Restricted to 1 per customer per year ** Restricted to 1 per customer, ***Restricted to 1 per 30 days
† You will both receive a voucher code when friend makes their first purchase on balanceme.com of £30 or more
EARN 2X MORE!
THAT'S A 30% SAVING!
1. What is the Balance Me Loyalty Club?
We have a new Loyalty Club. You’ll earn points not just for orders, but for other activities like referring a friend and engaging with us on social media. You can use your points to redeem store credit against future orders. The more you spend - the more you save.
2. I used to belong to your previous Loyalty Club – do I need to re-register?
The good news is you will automatically transfer to our new Loyalty Club. Your opening balance will reflect your last 12 months spend.
3. Who can join?
It's free to join. Everyone who creates an account is automatically enrolled. The Loyalty Club membership is limited to individuals only and is limited to one account per individual. A valid email address is required to register for the Loyalty Club.
4. How do I earn points?
As a Balance Me Beginner You’ll earn 1 reward point per £1 you spend. If you spend between £150 - £500 a year your status will increase to a Balance Me Buff and you will earn 2 rewards points for every £1 you spend. If you spend £500+ a year your status will be a Balance Me Buff and you will receive 3 rewards points for every £1 spent. These points will show in your account after your order has been despatched. You also get rewarded for referring friends and engaging with us on social channels.
5. How do I view my point balance?
Once you’ve logged into your account you can view your points balance in the header by the account icon. You can also view them in the Loyalty Club portal accessible from the homepage.
6. How do I redeem my points?
Once you have enough points to qualify for store credit, log in to your account and open the Loyalty Club portal and scroll down to the ‘get rewards’ section. There you will be able to exchange your points for store credit. You will also have the chance to exchange points for store credit in the checkout. You need to have at least 100 points in your account to convert to store credit. During sale and offers you will not be able to redeem your points for store credit. You will be able to continue to earn points to use at a later date.
7. How do I use the points slider at checkout?
Once you have selected to redeem your loyalty points, simply move the slider up to increase the number of points you want to redeem. These will automatically convert into store credit.
8. Is there a limit to the number of points I can earn?
No – there is no limit to Loyalty Club points.
9. Do my reward points expire?
As long as you have made a purchase on balanceme.com within the last 12 months, your points will remain active. Your points will expire after 12 months of inactivity. You will receive an email 30 days and again at 3 days reminding you that your points are due to expire.
10. What happens if I cancel or return an order where I earnt loyalty points?
The points will be automatically deducted once the order has been cancelled or returned to us.
11. Why did my account balance go down?
It could be a number of things. An order return, expired points, cancellation or a referral returned their order. You can check your reward points history for an explanation. On the 4th February 2022 we also alerted you to a technical error which resulted in your points being incorrectly and significantly inflated. Unfortunately, and regrettably, we had to readjust the number of points.
12. I completed an activity but didn't earn points.
Points won't appear immediately they will appear when an order has been despatched and if the rewards don’t appear after your order has been shipped please get in touch with us at customercare@balanceme.com
13. I added my birthday in the rewards portal but can’t see the points, why is that?
You must add your birthday at least 30 days in advance of your birthday in order to receive the 50 points – The points will be available from the date of your birthday.
14. Can I use my points during checkout?
Your points can be converted to in the Loyalty Club portal but you can also convert them to store credit at the checkout stage.
15. How do I become a Balance Me Boss?
If you spent over £500 a year you will automatically get this status.
16. How is store credit discounted from my order?
Store credit is taken as payment and deducted from the cart total.
17. I referred a friend but haven’t received my voucher code yet, why is that?
You will only receive the voucher code once you friend has placed their first order using your referral link and the products have been shipped. This voucher code is valid for 30 days.
18. I received a £10 voucher code as a friend referred me to Balance Me, how does this work?
The voucher code is valid from 6 months from issue and can be used on your first order with Balance Me above £30 ( excluding delivery charges) Just apply this code on the checkout page – an easy way to do this would be to copy and paste the code you were sent and enter it into the voucher code box.
19. I received a £10 voucher code as a friend referred me to Balance Me, how does this work?
The voucher code is valid from 6 months from issue and can be used on your first order with Balance Me above £30 ( excluding delivery charges) Just apply this code on the checkout page – an easy way to do this would be to copy and paste the code you were sent and enter it into the voucher code box.
20. Will my referral voucher code work in conjunction with my store credit?
Yes, it sure will! Your £10 off will be dedicated first, and your store credit will then work like a payment method. You will see both in the checkout cart.
21. How do I leave the Club?
You can leave at any time, just request this at customercare@balanceme.com
22. I live outside the UK, can I still be part of the Loyalty Club?
Yes you can, you will earn points for all your orders placed. You will earn 1 point for every US dollar and 1 point for every Euro spent. Once you reach 100 points you will be able to convert these points to store credit and use against a future order. To do this please contact us on the customer care line or drop us an email at customercare@balanceme.com and we can process your store credit for you manually against an order.
23. Where can I report an issue or give feedback?
We’re always open to receiving feedback. Please get in touch with us a customercare@balanceme.com with any comments or questions and we’ll aim to reply to you within 48 hours.
24. I placed an order through guest checkout and didn’t get any points, what do I do?
If you placed your first order through guest checkout you will still earn points but you will need to create a password on the order confirmation page in order to create an account with us and see your points, alternativity look out for an email that prompts you to create a password and create your account from there.
25. My store credit won’t convert at checkout, why is this?
If you are trying to place an order outside of the UK and paying in a currency other than GBP, you will need to contact us at customer care. You can place the order as usual and we can manually refund your card back with the store credit post purchase based on your points allocation. You can contact us at customercare@balanceme.com for more information
