|Who is eligible to participate in the scheme?|
The programme is via invitation only
|What happens if I leave employment?|
You will have 30 days to spend your reward points. Any points remaining on your account after the 30 days will be removed
|I’ve forgotten my password; what do I do?|
If you have forgotten your password, please go to the login page and click on ‘Forgotten Password’. Enter the email address registered to your account and you will then receive an email with a link to reset your password. Please check your junk and spam folders for this email and use the password reset link within the 24 hours.
When resetting your password, please ensure to follow the below criteria otherwise this will not be accepted:
|How do I earn points on the NJOY rewards programme?|
Points are awarded straight on to your account on a monthly basis. Please click here to find further information
|Do points have a monetary value?|
Points do not have a monetary value. The number of points required for a reward varies depending on a number of factors relating to the specific setup of your rewards programme.
|Can I buy additional points?|
No – Additional points cannot be purchased. Only points awarded through your rewards programme can be used to place orders for products within your current points balance.
|Can I transfer points to another participant’s account?|
No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards programme.
|Is there a time limit to use my points?|
12 month expiry - Participants have 12 months from the date that your points are awarded to redeem these. Any unspent points will expire after 12 months and will be removed from your balance.
|Can I change my delivery address after placing an order?|
Providing that your order has not yet been dispatched you can request any delivery amendments to your order. Orders can sometimes be dispatched the same day so please contact us as soon as possible to request your delivery amendments.
Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment.
|Can I add any additional information when placing an order?|
When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.
Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order
|Can I find out about an old order I have placed?|
Your order history will show on your account. If you need any further help on a previous order placed please contact us with your order number and product name and our team will be able to assist you further.
Please note that we are unable to assist with any gift card or eVoucher queries that are older than 3 months. Please ensure to contact our team before this time if you have any gift card or eVoucher queries
|What if I accidently provide the wrong delivery address?|
If you have provided incorrect delivery information, please contact us as soon as possible with the correct details. Our team will try their best to update the address if your order has not yet been dispatched. This however cannot be guaranteed and if your order has been dispatched you may be charged additional fees to correct this.
When placing an order, please ensure you check your delivery details carefully and update these before you place your order if needed. If your delivery country is not showing correctly, please contact us to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.
|The product is out of stock; when will I be able to order this?|
If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock.
|Can I order something that is not in the reward catalogue?|
Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites.
|How long will my reward take to deliver?|
eVouchers – The majority of our eVouchers are emailed to you within 1 working day. Some of our eVouchers however can take between 3 – 5 working days, so please do allow up to this time to receive your reward.
Gift Cards – Gift cards are processed daily and can take 3 – 5 working days to dispatch. Once your gift card has been dispatched, please allow up to 14 working days to receive it at your chosen delivery address.
Physical products – Physical products are processed daily and can take between 3 – 5 working days to dispatch. Once dispatched, please allow up to 14 working days to receive your order at your chosen delivery address.
Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order.
|Will I have to sign for my reward?|
eVouchers – You will not need to sign for your eVoucher as this will be emailed to you directly.
Gift Cards – Gift cards are generally dispatched via Royal Mail First Class and will not require a signature upon receipt.
Physical products – Physical products generally require signature upon receipt, particularly if they are large items or high in value. When placing your order, please enter a delivery address where someone will be available to sign for it.
|What if I’m not available to sign for my reward?|
If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot.
|Can I check the status of my order?|
You can check the status of your order in the “My Account” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.
|Why has my reward not arrived?|
eVouchers – eVouchers are sent to the email address provided at the point of placing your order. If you have not received the email containing your eVoucher, please check your spam and junk folders. If you have still not received this and your order has a status of “Dispatched” in your “My Account” area, please contact us with your order reference and our team can ask for this to be re-issued to you.
Physical products – If you have not received your physical reward after 14 working days of the dispatch date, please check any tracking information provided in your “My Account” area. If you can still not locate the reward or you do not have tracking information, please contact us and our team will be able to provide more information on the delivery of your order.
Physical Gift Cards –If you have not received your physical gift card after 14 working days of the dispatch date, please contact us and a member of the team will be able to provide you with more information. Please note that if your gift card has been dispatched to the address provided and the funds have been spent, our supplier may not be able to issue you a replacement gift card.
|Can I cancel my order?|
eVouchers – Due to the nature of the product, we are unable to cancel eVouchers once they have been processed.
Physical Gift Cards – Providing that your order has not yet been dispatched you can request a cancellation. Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact us as soon as possible with your order reference to request your cancellation. Please note that if your gift card has been dispatched to the address provided and the funds have been spent, our supplier may not be able to refund you*.
Physical products – Providing that your order has not yet been dispatched you can request a cancellation. Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact us as soon as possible with your order reference to request your cancellation*.
* Please note that if your order has been dispatched but we have been able to stop delivery, you will not be refunded the original delivery amount for your order
|What if my reward is faulty on arrival?|
If your reward arrives faulty or damaged, please contact us with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment.
Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty.
|What if my reward becomes faulty at a later stage|
If your reward develops a fault after 28 days of receiving, you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact us as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.
|I have received the incorrect item, what can I do?|
If you have received an incorrect item for your order, please contact us within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible.
|I’ve changed my mind; can I return my reward?|
eVouchers – Due to the nature of the product, you are unable to return eVouchers once they have been processed.
Gift Cards – To return your gift card or physical voucher, please contact us within 14 days of receipt and our team can contact the supplier to process your return, providing the card has not been used. Please note that you will not be refunded for the cost of the original delivery and you may need to return the gift card or voucher to the supplier for your refund.
Physical products – We can accept returns requests for physical products provided they are unused and in a re-saleable condition. Returns are however subject to collection and restocking fees which will be deducted from your points balance or invoiced to you directly for payment. Fees will vary depending on the supplier of the item and for more information please contact us with your order reference for further details and assistance. Once an item has been returned you will be refunded for the cost of the item only and will not be refunded for any original delivery fees.
Please note that certain products are exempt from return such as personal accessories including but not limited to sunglasses and jewellery etc. Details will be provided in the product description so please make sure to check this before placing your order if in doubt.
|Why has my gift card not been loaded?|
Many of our gift cards are dispatched unloaded and we ask that you allow up to 24 – 48 hours from delivery for this to be activated. If, however you have tried to use your gift card after this time and have been advised by the retailer that the gift card has either a zero or incorrect balance, please contact us as soon as possible and our team can raise this with the relevant supplier.
You can also check the balance of some of the gift cards online or by calling the number provided on your gift card. If in doubt, please use these methods to check the balance on your gift card before use.
Office hours for responses
Our office hours are Monday to Friday 9am – 5.30pm (UK) excluding Bank Holidays and we aim to respond to all queries within 24 hours.
Where a query cannot be resolved the same day, our team will provide updates every 1 – 3 working days until your query has been resolved.
Corrections to addresses – If you have placed your order and have noticed that your delivery address was entered incorrectly, please contact us as soon as possible with your order number and correct delivery address so that our team can raise this with the relevant supplier. If your order could not be cancelled before the address has been updated, there may be additional delivery fees incurred to reship your order to the correct address. Please contact us for more information.
Could not be delivered – If your order could not be delivered to your specified address and this has been returned to our supplier, you may be charged for a restocking and reshipment fee which will either be deducted from your points balance or invoiced to you directly for payment.