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Why is my offer not applied at checkout?

If you are having trouble with an offer or discount not being applied at checkout, there may be several reasons. Here is what you should check:

Have you received an email with the offer?

If you have received an email with a discount, we recommend that you start by double-checking the terms and conditions in the email.

Make sure in particular that:

  • The discount has started (some offers are only valid from a specific date)
  • The discount is still valid

  • You meet any purchase requirements, such as a minimum order value

     

Are you logged in as a member?

To activate the offer, you need to be logged into your member account before going to checkout. Some offers are only available to members.

 

Do you have a complete membership profile?

In order to use offers, you need to have a complete membership profile.

Here’s how to do it:

  • Log in to your account
  • Go to My Profile and Personal details, then click Update information
  • There you can update any missing information and click Save

If your profile is not complete, the discount will not be activated — even if you are logged in.

 

Do you meet all the conditions for the offer?

  • You’ve met the minimum purchase requirement for the offer.

  • The products in your shopping bag are included in the promotion (some offers apply only to specific products or categories)

     

Does it apply to a discount code?

To use a discount in your order, enter your code in the field labelled “Add online code” in the shopping bag. Tap the plus sign to open the field. Make sure to enter the code exactly as shown – without spaces and using the correct uppercase and lowercase letters (e.g. Aa1234).

 

If you have checked all of the above and the offer is still not applied, please contact customer service and we will gladly help you.

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