P. Louise Royalty For Loyalty Scheme – Terms & Conditions
1. Introduction
1.1. These Terms & Conditions (“Terms”) govern your participation in the P. Louise Loyalty Scheme (“Scheme”).
1.2. By enrolling in or participating in the Scheme, you agree to abide by these Terms and any additional rules posted by P. Louise.
2. Eligibility & Enrolment
2.1. The Scheme is open to individuals aged 16 or over (or whatever local legal age).
2.2. You must have a valid P. Louise account to participate.
2.3. Enrolment requires registration.
2.4. Loyalty points, qualifying spend, tier status and rewards are linked to the P. Louise account and email address used for the qualifying activity or transaction. Purchases made using a different email address may not automatically appear within another loyalty account.
2.5. Where a customer has accidentally created or used multiple accounts, P. Louise may, at its discretion and following appropriate account verification, merge accounts or transfer eligible loyalty activity between accounts belonging to the same individual.
2.6. Loyalty accounts, points, qualifying spend and tier benefits cannot be combined or transferred between different individuals unless expressly permitted by P. Louise.
2.7. P. Louise UK and P. Louise USA operate separate loyalty programmes. Points, qualifying spend, rewards and tier status earned through one programme will not automatically apply to or transfer to the other. Customers should ensure they are shopping and registered with the loyalty programme for the appropriate P. Louise website.
3. Earning Points / Tier Progression
3.1. You will earn loyalty points for eligible purchases made via our website (or other channels, if specified).
3.2. Excluded items (e.g. gift cards, shipping, or specific promotional items) will be clearly excluded.
3.3. Points will be credited after the order is confirmed and payment cleared. Points will show as pending, and take 14-working days to clear.
3.4. Points cannot be earned on orders that are cancelled, refunded, or returned.
3.5. The Scheme operates as a hybrid tiered spend programme. Tier progression is based on a member’s qualifying spend with P. Louise over the applicable qualification period. Members will progress through the Scheme’s tiers once they meet the relevant qualifying spend threshold. Tier thresholds and associated benefits will be published by P. Louise and may change from time to time.
3.6. Tier progression is based on annual spend and activity.
3.7. Qualifying tier spend is calculated using eligible purchases within a rolling 12-month period. As purchases become more than 12 months old, they will no longer contribute towards the qualifying spend displayed on your account. As a result, the qualifying spend displayed and the amount required to reach or maintain a tier may increase or decrease over time.
3.8. Reaching a tier does not permanently secure that tier. Members must meet the applicable qualifying spend requirements during the relevant qualification period in order to maintain or requalify for their tier.
3.9. Purchases made using an instalment or payment plan will not qualify for loyalty points or qualifying tier spend until the payment plan has been paid in full and the final payment has successfully cleared.
3.10. Members may be able to earn loyalty points by submitting eligible product reviews. Loyalty points may be earned for a maximum of 30 eligible product reviews within a single calendar month.
3.11. Points earned through eligible product reviews may remain pending for up to 7 working days before becoming available to redeem.
3.12. Review points will only be awarded where the review meets the eligibility requirements communicated by P. Louise. Where review requests are issued for eligible purchases, members must follow the relevant review process or link in order to qualify for points.
3.13. Where a product has been purchased as part of a bundle, set or promotional collection, individual products contained within that bundle may not each qualify separately for review points.
3.14. Members may also be able to earn points for qualifying purchases made through participating authorised third-party retailers where expressly offered by P. Louise. A valid proof of purchase must be submitted through the specified process and will be subject to verification.
3.15. P. Louise reserves the right to reject third-party retailer point claims where a receipt is duplicated, altered, incomplete, illegible, cannot be verified or does not meet the applicable promotion or retailer requirements.
4. Benefits, Rewards & Free Gifts
4.1. Upon reaching a tier, you may receive a welcome gift with purchase, bonus, or discount that is redeemable on a future order. The number of items in the basket must be greater than 2 for the Free Gift/Reward/Benefit to apply (subject to conditions), that will include the item(s) you purchase, a Free Magazine and the Free Gift With Purchase. Exclusions include baskets that contain our Advent Calendars and Gift Cards.
4.2. Free gifts or rewards are subject to availability.
4.3. Rewards cannot be exchanged for cash.
4.4. When offering a “free gift with purchase,” P. Louise reserves the right to substitute a different gift of equivalent or greater value.
4.5. Exclusions may apply (e.g. very large products, bespoke items, or those that cannot be packaged appropriately).
4.6. Where a tier welcome gift is offered, it must be claimed in accordance with the redemption instructions provided by P. Louise. Welcome gifts are not automatically added retrospectively to an order that qualified the customer for the new tier unless expressly stated otherwise.
4.7. Where a welcome gift requires a qualifying purchase, the basket must contain the required eligible product(s). Selected promotional products, Advent Calendars, Triple Up Boxes, Treat Trios, deal-saving bundles, Gift Cards and other excluded products may not count as the qualifying purchase.
4.8. Eligible members who reach the CEO tier will receive a Golden Bad B. Please allow up to one month from entering the CEO tier for the gift to be organised and dispatched. The gift is subject to availability and P. Louise reserves the right to substitute the gift where necessary.
4.9. Members who continuously maintain CEO tier status for 12 months may become eligible for a CEO anniversary/VIP benefit. The value, available products or collections, exclusions and redemption conditions applicable to the benefit will be communicated by P. Louise at or around the time the member becomes eligible.
4.10. Unless expressly permitted otherwise by P. Louise, a CEO anniversary/VIP benefit must be redeemed in accordance with the maximum value and product eligibility communicated at the time of redemption.
4.11. Customers cannot pay an additional amount towards a product or collection that exceeds the maximum value of their CEO anniversary/VIP benefit unless P. Louise expressly permits this.
4.12. Where P. Louise specifies that the CEO anniversary/VIP benefit is redeemable against one eligible product, bundle or collection, multiple products cannot be combined solely to reach the maximum allowance unless expressly permitted.
4.13. The value and contents of tier benefits, including CEO anniversary/VIP benefits, may change from time to time in accordance with these Terms.
4.14. Where a birthday gift forms part of a member’s tier benefits, the gift may be organised and dispatched within one month of the birthday date registered against the member’s loyalty account.
4.15. Members are responsible for ensuring that their date of birth is correctly registered on their loyalty account. P. Louise may request appropriate evidence of date of birth before making changes to birthday information or issuing a birthday-related benefit.
4.16. Where event access or invitations are offered in connection with the Scheme, invitations are not guaranteed to every member unless expressly stated as a guaranteed tier benefit.
4.17. Event invitations are personal to the invited member and may be subject to capacity, age requirements, location, availability and individual event terms. A guest or plus one is only permitted where expressly stated within the relevant invitation.
4.18. Certain promotional gifts may be subject to separate eligibility criteria. Where an offer is linked to a previous purchase, such as an Advent Calendar promotion, the number of gifts available will be determined by the specific terms communicated for that promotion.
4.19. Redemption of points for a product reward covers the applicable loyalty reward only. Delivery or shipping charges may still apply unless free delivery is expressly included as part of the reward or qualifying order.
5. Limits, Exclusions & Disqualifications
5.1. The Scheme, benefits, and point accrual may be modified, suspended, or terminated at P. Louise’s sole discretion, with reasonable notice.
5.2. P. Louise reserves the right to exclude accounts suspected of abuse, fraud, or manipulation.
5.3. Points, tiers, or rewards may expire after a period of inactivity - 12 months.
5.4. P. Louise is not liable for lost, stolen, or unauthorised use of your points or account.
5.5. Where loyalty points are subject to a specified expiry period, members are responsible for redeeming their points before the applicable expiry date.
5.6. P. Louise may issue communications or reminders regarding upcoming point expiry where available; however, the absence or non-receipt of a reminder does not automatically extend the validity of the points.
5.7. Expired points may be removed from the member’s loyalty balance and cannot ordinarily be reinstated once the applicable expiry period has passed.
5.8. Members must not create or operate multiple accounts for the purpose of obtaining duplicate tier benefits, welcome gifts, birthday benefits, referral rewards, discounts or other Scheme benefits.
5.9. Referral rewards are subject to the eligibility conditions communicated as part of the referral offer. P. Louise may verify the referring and referred accounts, including the email addresses and qualifying purchase, before awarding points.
5.10. P. Louise reserves the right to withhold, remove or correct points, qualifying spend, tier status or rewards that have been credited incorrectly due to a technical error, duplicate activity, cancelled transaction, refund, return, misuse or other activity that does not meet the Scheme requirements.
6. Redemption & Use of Points / Rewards
6.1. Points, rewards and loyalty discount codes may only be redeemed in accordance with the terms and conditions communicated at the time they are issued.
6.2. Unless expressly stated otherwise by P. Louise, only one loyalty reward or loyalty discount code may be redeemed per order. Loyalty rewards and discount codes may not be combined, stacked or used together where this has not been expressly permitted by P. Louise.
6.3. Customers must not attempt to circumvent redemption limits, generate or redeem rewards in a manner not intended by P. Louise, or take advantage of technical errors, system limitations or unintended combinations of discounts or rewards.
6.4. Where P. Louise reasonably believes that points, rewards or discount codes have been misused, incorrectly combined, obtained fraudulently, or used as a result of a technical or system error, P. Louise reserves the right to reject or cancel the affected order before fulfilment, withdraw or invalidate the relevant reward or discount, adjust loyalty points, and/or suspend or remove the account from the Scheme.
6.5. The successful application of a reward or discount code at checkout does not confirm that its use complies with these Terms. P. Louise reserves the right to review the application of loyalty rewards and discounts before an order is fulfilled.
6.6. Rewards have no cash value and cannot be exchanged for cash or transferred unless expressly permitted by P. Louise.
6.7. If an order is returned or partially returned, the value of any reward or discount used may be taken into account when calculating the refund due.
6.8. Once loyalty points have been exchanged for a reward or discount code, the redemption is final and the points cannot ordinarily be returned or converted back into loyalty points. P. Louise may make an exception where it determines that an error has occurred.
6.9. Loyalty rewards may be subject to redemption frequency limits. Unless otherwise stated, members may redeem one loyalty reward every two weeks. P. Louise may amend redemption frequency limits from time to time to support the fair operation of the Scheme.
6.10. The ability to generate or redeem multiple rewards through the website does not mean that those rewards may be combined or stacked on the same order. The restrictions set out in these Terms will continue to apply.
6.11. Loyalty rewards and discount codes may not be valid against selected products, collections, bundles, promotional offers or other discounted products.
6.12. Exclusions may include Advent Calendars, Gift Cards, deal-saving bundles, Triple Up Boxes, Treat Trios and products or collections already subject to a promotional offer. Applicable exclusions may vary between rewards and promotions.
6.13. Where a product, bundle or collection is already subject to a promotional price, offer or saving, an additional loyalty discount may not be applied unless expressly permitted by P. Louise.
6.14. A reward or discount code that cannot be applied to an excluded product may remain available for use against another eligible order, subject to its applicable expiry date and redemption conditions.
6.15. Where points are redeemed directly against the value of an order, any separate restrictions communicated at checkout or within the loyalty account will apply.
6.16. P. Louise may review orders where unusually high loyalty discounts, multiple rewards or combinations of discounts have been applied in order to verify that the redemption complies with these Terms.
7. Changes, Suspension & Termination
7.1. P. Louise may make reasonable changes to the Scheme where necessary, including to reflect changes in law, regulation, technology, the operation of the Scheme, misuse of the Scheme, or changes to the rewards and benefits available. Where a change materially affects existing members, P. Louise will provide reasonable notice where appropriate and required by law.
7.2. At termination, unused points or rewards may be forfeited.
7.3. Changes may include, but are not limited to, tier qualification thresholds, points earning rates, redemption values, redemption frequency, reward values, available gifts, product eligibility, tier benefits and promotional exclusions.
7.4. Where a material change is made to a tier benefit, P. Louise may apply transitional arrangements for members who qualified for or entered the relevant tier before the change took effect. Details of any transitional arrangements will be communicated to affected members where applicable.
7.5. Continued participation in the Scheme following an amendment will be subject to the updated Terms, subject always to any rights available to the member under applicable law.
7.6. P. Louise reserves the right to determine eligibility for points, rewards and tier benefits in accordance with these Terms. Nothing in these Terms affects a customer’s statutory rights.
8. General Provisions
8.1. These Terms are governed by the laws of England & Wales (or your relevant jurisdiction).
8.2. If any provision is held invalid or unenforceable, it will be severed, and the rest of the Terms will remain in effect.
8.3. Failure by P. Louise to enforce a right under these Terms does not waive that right.
8.4. You consent to P. Louise collecting and using personal data in accordance with the Privacy Policy in connection with the Scheme.
