Question 1

Why are you changing your loyalty offering?

Accepted Answer

Your feedback has shown that Lovehoney Rewards has not made you feel rewarded enough for shopping with us over time, and in addition, it was not possible to offer our Unlimited benefits beyond a small group of customers in the UK. We want to recognise and reward all of our loyal customers across the globe, provide more support to newer customers, and also offer something special that money can’t buy - insider access including a preview of new launches and sale events before anyone else.

Question 2

What is happening to Lovehoney Rewards?

Accepted Answer

To make way for a new and improved loyalty program, we have closed our Lovehoney Rewards program as of 24th March, 2022. You can no longer earn or redeem loyalty points, or access any benefits. We’re currently putting the finishing touches to our new loyalty program, so watch this space for more information coming soon!

Question 3

What happens if I return an order after Lovehoney Rewards has closed?

Accepted Answer

If you place an order using points as part payment before 24th March, and then return that order after 24th March, you will be refunded for the monetary value paid but any points used will not be returned.

Question 4

Do I need to update my Lovehoney account?

Accepted Answer

You don’t need to make any changes to your account, however, after 24th March you will no longer see your points balance when you log in.

Question 5

Will I still be rewarded for being a loyal customer once the current program closes?

Accepted Answer

Yes, we plan to reward all of our loyal customers, in more ways than we currently do!

Customers who have placed fewer than 3 orders with us will be able to access offers to use on their next orders, as well as more tailored advice and support when they sign up to Lovehoney emails.

Customers who have placed 3 or more orders will be enrolled in our new VIP program. We are testing this at the moment, but expect it to include money-off codes to earn as you shop, as well as exclusive discounts, a VIP birthday treat and early access to new launches and sale events.

All customers will continue to qualify for free delivery on orders that meet the minimum spend threshold in their country. Minimum spend thresholds for delivery are clearly displayed on all of our websites.

Question 6

Will I automatically be enrolled as a Lovehoney VIP or do I need to opt-in to the new loyalty program?

Accepted Answer

No, you do not need to opt-in. If you have already made 3 or more orders with us, you will automatically be enrolled into the new VIP program when it launches. If you have yet to make your third purchase, you will be enrolled after that order is processed and shipped. While it’s not essential for membership of the program, you’ll need to subscribe to Lovehoney emails (if you haven’t already!) to receive all VIP rewards and alerts.

Question 7

When will I find out more detail on the new VIP program?

Accepted Answer

We’re currently testing the program with some of our customers. As we get closer to the end of that test we’ll be able to share more details. The best place to get this information is by being subscribed to Lovehoney emails.

Question 8

Will I still get an offer on my birthday?

Accepted Answer

Yes, we’ll still be sending our customers a birthday treat each year but the offer will change. Please note, you need to be subscribed to Lovehoney emails to receive this offer, and have supplied your date of birth in your account page at least 7 days before your birthday, and have not received a birthday offer in that year already.

Question 9

Will I still get an offer on my anniversary date?

Accepted Answer

No, unfortunately we will no longer be able to offer anniversary gifts. Most customers who qualified for this reward were not taking advantage of it, and in the interest of equality and inclusivity, we felt it was unfair to all of our single customers who do not have a relationship anniversary to celebrate. But don’t worry, you’ll be getting lots of other treats from us throughout the year!

Question 10

Can I opt out of the new loyalty program?

Accepted Answer

Yes of course, if you do not want to receive any loyalty rewards from us in the future, simply contact our Customer Care team to be removed from the program.

FAQs about the Lovehoney loyalty program

Thank You!