FAQs about Lovehoney loyalty programmes

Something new is coming…

We’ve been busy working behind the scenes thinking about ways to better recognise and reward our customers, and we’re almost there!

In order to make way for the new experiences that are coming, we’ll soon need to say goodbye to our current loyalty programmes - Unlimited and Lovehoney Rewards.

You can find more information on the coming changes below.

It was not possible to offer our Unlimited benefits beyond a small group of customers in the UK, and in addition, your feedback has shown that Lovehoney Rewards has not made you feel rewarded enough for shopping with us over time. 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.
Lovehoney Rewards and Unlimited programmes are closing on 24th March, 2022. For the time being you can continue to access your benefits and redeem points as usual, but from 27th January you will no longer be able to earn new points, and from 24th March you will no longer be able to redeem any remaining points on your account. You will also not be able to access Unlimited account discounts, birthday offers or free delivery with no minimum spend from 24th March.
You can still take advantage of all of your loyalty benefits until 24th March across Unlimited and Lovehoney Rewards, but you will not be able to earn points on new purchases from 27th January.
Points will stop being accrued on new purchases and when creating an account from 27th January.
Yes but don’t wait too long! You can continue to redeem your points up until 24th March. After this date, any remaining points on your account will expire, and can no longer be redeemed.
Simply log in to your Lovehoney account to see how many points you have left to redeem.
To redeem your loyalty points, make sure you’re logged into your Lovehoney account when you proceed to checkout and follow the instructions in the payment section.
If you place an order between 27th January and 24th March you can still redeem any points you have already earned as normal, and if you are an Unlimited customer you will still be able to access those benefits, but you will not earn any points on those purchases. Sign up to Lovehoney emails (if you aren’t already!) to access exclusive offers to use on your orders during that time and beyond!
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.
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.

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 to Lovehoney emails.

Customers who have placed 3 or more orders will be enrolled in our new VIP programme. 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.

No, you do not need to opt-in. If you have already made 3 or more orders with us, or you are an existing Unlimited customer, you will be automatically enrolled into the new VIP programme when it launches. If you have yet to make your 3rd purchase, you will be enrolled after that order is processed and shipped. While it’s not essential for membership of the programme, you’ll need to be subscribed to Lovehoney emails (if you aren’t already!) to make sure you can receive all VIP benefits and alerts.
We’re currently testing the programme 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.
While you will no longer receive a discount on every order at the point of purchase after 24th March, the new VIP programme will give you up to 25% of what you spend back as a money-off code to use on a future order.
While you will no longer receive the Unlimited benefit of free delivery on any order after 24th March, you will still be able to use that benefit until then, and after that date you will get free delivery on purchases that meet the minimum spend threshold in your country. Minimum spend thresholds for delivery are clearly displayed on all of our websites.
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.
No, unfortunately we will no longer be giving an anniversary offer. 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!
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 programme.