FAQ Loyalty Program Isabel Bernard
How do I join?
Joining Isabel Bernard’s membership is easy! Just create an account here to join.
What if I already have an account?
If you already have an account, you’re automatically enrolled in the program as of November 7 and can start earning loyalty points immediately.
How do I earn points?
For every €1 spent, you’ll earn 1 point. Points are earned on product purchases only and do not include shipping. There are various ways to earn loyalty points, such as creating an account, joining our newsletter, following us on Instagram and TikTok, referring a friend, and making purchases on our webshop.
How long does it take for loyalty points to be added to my account?
Loyalty points are automatically added to your account after each purchase. If you return an item, the corresponding points will be deducted from your balance.
What happens if I return my order after receiving a reward?
If you return your order, any gift or reward that came with it must also be returned. If you choose to keep the gift, you’ll receive an invoice for its value, which must be paid within 30 days. Failure to pay on time will result in the removal of all loyalty points and exclusion from the loyalty program.
What if I want to return my ordered product but keep the reward?
In this case, we’ll send you an invoice for the reward’s value, which must be paid within 30 days.
How do I redeem my loyalty points?
You can redeem your loyalty points once you have enough for one of the rewards. After adding your favorite product(s) to your cart, apply your reward at checkout.
How do I check my loyalty points balance?
Log in to your account to see your balance. It’s displayed on your account page.
How long will it take for loyalty points to appear in my account?
Most newly earned points are visible in your account instantly. Birthday points will be added automatically on your birthday if you've shared your birthdate with us.
Can my loyalty points expire?
Yes, points expire if not used within 12 months. Only points earned over a year ago will expire; recent points will remain.
What happens to my loyalty points if I return an item?
Points from returned items will be deducted once the return is processed. If you cancel an order, any loyalty points earned will be removed, and rewards applied to that order will be voided.
How do I receive my birthday gift?
Birthday points will be added to your account automatically on your birthday. I have a question about my loyalty points.
How do I contact support?
We’re here to help! Just email our customer service team at info@isabelbernard.com, and include ‘loyalty points’ in the subject line for faster assistance.
Can I combine accounts to transfer my loyalty points?
Unfortunately, accounts cannot be combined, and points cannot be transferred. Please ensure you’re signed in with the same email address for each purchase to maximize your points.
What if I pay with a different currency?
No problem! Points will be calculated based on the euro equivalent at the time of purchase, so you can continue earning rewards in any currency.
Can I redeem a reward without making a purchase?
No, you need to make a purchase to redeem a reward. Be sure to save enough points to choose a reward you love.
Is it possible to receive loyalty points for a previous order?
Unfortunately, points cannot be added retroactively. Be sure to create an account before purchasing to earn points automatically.
What about warranty and rewards?
Warranty information for rewards follows our standard policy. Click [here] for more information.