Rewards FAQ

Signing Up

How do I sign up for the rewards program?

Signing up is easy!

Simply create an account at https://www.luxoliving.com.au/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 newest drops. If you currently have an account or email subscription with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!

What are the advantages of becoming a rewards member?

Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive rewards points for each purchase, that can then be redeemed towards the cost of future purchases.

You also earn points for following us on social media and leaving product reviews. In addition to earning points, members have the chance to earn a coupon code on their birthday! You can view the full list of perks on our rewards page.

Account

I already have an account. Do I need to create a new one to earn rewards?

We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

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

Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

Does it cost anything to begin earning points?

Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points. Make sure to visit the rewards page to get started.

Earning & Redeeming

How do I redeem my points?

Exchanging your points for great rewards couldn't be easier! Simply visit the rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.

How do points convert to dollars?

You earn 1 points for every dollar you spend. So, if you spend $150, you'll earn 150 points.

What are the easy ways to earn points?

For starters- each member gets a reward just for joining our rewards program. Aside from earning points through purchases, you can leave us a review, or like us on Facebook and other social media. Access all the ways to earn on the rewards page.

Will I be able to use my points/rewards in store?

Not at this time, you will not be able to earn or apply rewards points toward purchases in-store. We are working to link our stores with our online site in the future.

Program Limitations

Is there a limit to how many points I can earn?

Nope! That’s the best part about being a rewards member! You will always have an opportunity to earn more points by shopping with us, engaging with our brand and community online, and through seasonal 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 dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back into your rewards account.

I've earned points 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 $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded on your credit card and the $10 reward credit will be deposited back into your rewards account.

Reward Expiration

Do points ever expire?

Points will expire after 3 years of inactivity.

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. If you have done this in error, contact us at support@luxoliving.zendesk.com to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled 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/incentive 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 communicating 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 our support@luxoliving.zendesk.com team and they 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 our support@luxoliving.zendesk.com 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 a first time customer 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 purchase on our website.

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 Reward

How can I get a birthday reward?

Add your birthday under ways to earn points on the rewards page. On your birthday we will send you a special discount code via email valid for 30 days from the date of your b-day!

*Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, 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 program. 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.

Checkout

How do I redeem my rewards at checkout?

To redeem your points in checkout, use the dropdown selector appearing below your items and select the reward you would like to redeem.

How do I redeem my rewards points?

Rewards points can be redeemed during the checkout process. Before checking out, ensure that you are signed in to your account.