Heinnie Rewards
Frequently Asked Questions v1.1
Signing Up
How do I sign up for the Heinnie Rewards programme?
Signing up is easy! Simply create an account at this link: https://heinnie.com/login.php?action=create_account and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our news. If you currently have an account or email subscription with us - you’ve already been enrolled in our rewards programme so you can kick back, sign in, and start earning Heinnie Points!
What are the advantages of becoming a rewards member?
Our Reward programme is a tiered programme that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed towards the cost of future purchases.
You can also earn points for sharing with friends and following us on social media and you can even receive bonus points just for having a birthday! In addition to earning points, members have the chance to of exclusive access to coupons, launches, promotions, giveaways, and more. You can view the full list of perks on our rewards page.
Account
I already have an account on heinnie.com. Do I need to create a new one to earn rewards?
Yes. Heinnie Rewards complements, but is separate from an account on Heinnie.com. You’ll need to sign up for Heinnie Rewards in order to earn points.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page: https://heinnie.com/rewards
Will I receive points for purchases I made prior to creating my rewards account?
You will only receive points for purchases made after 2nd November 2023, and after creating your account on Heinnie.com. Make sure to create an account and sign in before placing an order so you can receive points! Be sure to sign in when placing your order, as points cannot be added retrospectively.
What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?
Contact customer service by emailing support@heinnie.com and our team will be happy to assist you with merging your accounts.
Does it cost anything to begin earning points?
Absolutely not! Sign-up is 100% free. Your first free Points are available at signup, and you’ll earn points with every order. Make sure to visit the Loyalty page https://heinnie.com/rewards to get started.
Earning & Redeeming
How do I redeem my points?
Exchanging your points for great rewards couldn't be easier. When you’re ready to check out at heinnie.com, redeem your points on the Heinnie Rewards page or at checkout and exchange them for money off your order.
How do points convert to pounds?
Once you have earned your points, you can convert them for coupons to spend at heinnie.com. Once you reach 500 points, you can convert the points into a coupon at checkout which is valid for £5 towards your order at heinnie.com.
Higher tiers in the Heinnie Rewards programme earn points at a quicker rate, but whichever tier you’re in, 500 points will equal £5 off. For Example, as a Bronze Tier customer, you will earn 3 points for every pound you spend. So, if you spend £150, you'll earn 450 points = £4.50
When you move up to become a Silver Tier customer you will be earning points at the rate of four points per pound, so spend £150 and you’ll earn 600 points, equivalent to £6.00.
Our Gold Tier will earn at the rate of five points per pound, earning £7.50 on a £150 purchase. It’s important to remember that the points can only be redeemed in blocks of £5.
What are the easy ways to earn points?
For starters, each member gets a reward just for joining Heinnie Rewards. Aside from earning points through purchases, you can add your birthday to your account to earn points, like us on Facebook, or on our Instagram page. Access all the ways to earn on our Rewards page: https://heinnie.com/rewards
Will I be able to use my points over the phone?
Not at this time. You will not be able to earn or apply Heinnie® Reward points toward purchases on telephone orders. We are working to link our phone orders with our online site, but for the time being, please order online at heinnie.com to take advantage of the Heinnie Rewards points.
Do you have an app where I can monitor my points?
Not yet - that may come in a later phase. For now, check your points balance at this link: https://heinnie.com/rewards
Earning Limits
Is there a limit to the number of points that I can earn?
No! That’s the best part about being a Heinnie Rewards member! You will have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through occasional sales.
Returns
Can I return my order if I redeemed rewards points for a discount?
Yes. If you are returning the entire order, we will refund you the total pound amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your Heinnie Rewards account.
If I return an item, how will that appear in my Heinnie Rewards account?
If you return an item from your order, we will deduct from your account the points earned for that order. For example, if you purchased an item and earned 50 points, if you return that item, we will deduct 50 points from your points balance.
How quickly will I see returns in my Reward Account?
We typically process returns on the same day that your return is received. Your Heinnie Rewards point balance will be amended when your return is processed.
I earned points/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 rewards will be credited back to your rewards 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 payment method and the £5 reward credit will be deposited back into your rewards account.
Reward Expiration
Do points ever expire?
Points expire if you don’t make at least one purchase every 24 months. Your tier will be re-set to the base tier after 12 months of inactivity. If we ever decide to end the rewards programme, your points and perks will expire with the programme. We also reserve the right to terminate any person’s rewards membership if we believe they are violating the Heinnie Rewards Terms and Conditions, reselling products, exploiting the programme, making excessive returns, engaging in fraud, abuse of privileges, or inappropriate behaviour that seeks to manipulate the rewards programme, or for any other reason we deem necessary based on our sole discretion. If your account is terminated by you or us, or you opt out of the rewards programme, you will lose any unused rewards as well as all points that have not been redeemed.
VIP Programme Questions
How is my VIP tier determined?
Your VIP tier is determined by the amount you spend in a rolling year, for example, between October 3rd this year and October 2nd next year. To reach:
- Bronze Tier, there’s no minimum spend - just sign up.
- Silver Tier you must spend £250
- Gold Tier you must spend £500
Once you qualify, you will instantly move up and have access to that tier's perks through the rest of the rolling year. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.
How do I know which Rewards tier I am currently in.
When you are signed into your rewards account, Heinnie.com/rewards will list all of the rewards tiers. Your current tier and perks will be highlighted.
How will I know when I have reached a new tier?
When your total points cross a tier threshold you will receive an email welcoming you into the new tier.
Tier Expiration
Once you are in Silver Tier or Gold Tier, you will be in that tier for one year from the date you earned it. Make sure to keep shopping at heinnie.com to maintain your status (or even move up a tier).
Troubleshooting
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. You also won’t receive points if you return your purchase or your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.
I should have earned points for a purchase but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be…in your account! The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:
- Try to refresh your browser.
- Try to log out and then back in to your account.
- Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.
If you still feel like your points balance is not accurate you can contact us via heinnie.com/contact and we will look into the issue for you.
I received an error message when referring friends through the email referral box. What went wrong?
We are sorry to hear that. There are a couple of scenarios that could have triggered the error message. The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them. To eliminate confusion over what 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, Twitter, or Messenger to receive credit. Please contact us via heinnie.com/contact if you need further assistance.
I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?
Thank you so much for sharing us with your friends! We really appreciate it. Referred friends must be first-time customers in order for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there. Points will be added to your account as soon as your friend completes their first qualifying purchase on our website. There is a minimum spend level which your friend must reach before points can be issued. When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.
Birthday
How can I get a birthday reward?
Add your birthday to your account at https://heinnie.com/rewards. On your birthday we will add Birthday Bonus points to your account, and email you to confirm this. Your birthday points are non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the programme, we reserve the right to terminate your account at our discretion.
I signed up for the Birthday Bonus but I didn’t receive it.
Happy Birthday! We’re so glad that you have chosen to celebrate with us through our rewards programme. In order for you to receive your birthday bonus on your birthday, you must register your birthday at least 30 days prior to your birthday. If your birthday falls between the day that you registered and the 30-day waiting period afterwards, you will receive your birthday bonus 30 days after your registration. This delay is only applicable for the first year that you signed up. All successive birthday bonuses will be emailed to you on your birthday. If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year. Remember, the birthday reward is determined by the Heinnie Rewards member tier that you are part of on the date of your birthday. If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact us via heinnie.com/contact and we will be happy to assist you.
Checkout
How do I redeem my rewards at checkout?
To redeem your points in checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.
Terms and Conditions
What are the Terms and Conditions of Heinnie Rewards?
The Terms and Conditions are set out here.