STORE CREDITS — WHAT YOU NEED TO KNOWUpdated 3 days ago
We occasionally issue goodwill store credits when something goes wrong on our end — for example, if your order was delayed due to a warehouse issue or a problem with the carrier. This article explains how these credits work, when they expire, and how to use them.
WHAT IS A GOODWILL STORE CREDIT?
A goodwill store credit is a credit we add to your account as an apology or thank-you when we've fallen short of your expectations. It's our way of making things right.
Credits are added directly to your account and apply automatically at checkout — no code needed.
Goodwill credits are different from eGift cards, which are purchased separately and have their own terms.
DO STORE CREDITS EXPIRE?
Yes. Goodwill store credits expire 12 months from the date they were issued.
The exact expiry date will always be included in the email we send you when the credit is added to your account. If you're unsure when your credit expires, check that original email.
WHEN ARE GOODWILL CREDITS ISSUED?
We may issue a goodwill credit in situations such as:
• Your order was delayed due to an error on our end (e.g. a warehouse or packing issue)
• A carrier caused a significant delay to your delivery
• Another service failure where we want to make things right
Goodwill credits are issued at our discretion and are separate from refunds or replacements for damaged or incorrect items.
HOW DO I USE MY STORE CREDIT?
Your credit is tied to your account and applies automatically at checkout. You don't need to enter a code. Simply:
1. Log in to your account
2. Add items to your cart
3. Proceed to checkout — your credit will be applied automatically
If your order total is less than your credit balance, the remaining amount stays in your account for a future purchase (provided it hasn't expired).
IMPORTANT TERMS AT A GLANCE
Expiry: 12 months from the date of issue
Transferable?: No — credits are linked to your account only
Exchangeable for cash?: No
Combinable with offers?: Subject to the individual offer’s terms
Visible in your account?: Yes — check your account dashboard under Credits
WHAT IF MY CREDIT HAS EXPIRED?
If your credit has expired and you believe there are extenuating circumstances, please contact our support team. We review these on a case-by-case basis. Expired credits cannot be automatically reinstated — any extension is at the discretion of our Customer Experience team.
MY CREDIT ISN'T SHOWING AT CHECKOUT — WHAT DO I DO?
Try the following:
• Make sure you're logged in to the same account the credit was issued to
• Check the credit hasn't expired (see your original email for the expiry date)
• Try refreshing the page or clearing your browser cache
• If the issue persists, contact us and we'll look into it
Please also check your junk/spam folder for the original credit email if you can't locate it.
STILL HAVE QUESTIONS?
Our Customer Experience team is happy to help. Reply to the credit notification email or visit our Contact Us page.