FAQ

• Why join our loyalty program? +

  • Our loyalty program is a program that allows you to earn points the more you shop with us! You receive reward points for each purchase (€1 = 1 point), which can be redeemed for gifts, events, and other perks. You also earn points for following us on social media, leaving product reviews, and are even gifted with bonus points just for having a birthday! In addition to earning points, members have the chance in our tier-system to earn free shipping and get exclusive access to launches, promotions, special events, and more. You can view the full list of perks on our rewards page.

• Signing Up +
  • How do I sign up for the loyalty program?

    Signing up is easy! Simply create an account by signing here and enter your name, email, and password. It’s free to join and you are automatically signed up to receive emails with insider access to sales, special events, and all our newest drops. If you currently have an account or email subscription with us - you’ve already been enrolled in our loyalty program so you can kick back, sign in, and start earning Points! You might already have some points if you recently purchased with us, online or in stores.

• 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.
    
    Please note that purchases made previous to the launch of the loyalty program aren’t converted into points in your account. With an existing account, points start at zero; keep on collecting and interacting to move tiers.

  • Where can I find all of my loyalty 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 here.

  • 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!

  • What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

    As we are starting our loyalty program just now – 2023- we advise you to select one account and make all future earnings on the same account.

  • I have made purchases on my account in the past, where can I find these points?

    Please note that purchases made previous to the launch of the loyalty program aren’t converted into points in your account. With an existing account, points start at zero; keep on collecting and interacting to move tiers.
    
    To honor our most loyal customers of the past years, we have selected all customers that would now have been in our ‘Diamond’ tier (minimum spend 1000,-) and give a special thanks shortly after launching this program.

  • 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 here to get started.

• Earning & Redeeming +
  • How do I redeem my points?

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

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

    Yes! All points gained by purchases made instore and webshop will be registered in your account and can be used when you visit our stores.
    
    Our staff will ask you for your account information (name, mail address) when paying for your purchase. Your personal points and available rewards will come up in our system and our staff will ask if you would like to redeem any points, for example a gift.

  • 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.

  • What are 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 add your birthday to your account to earn points, follow us on TikTok, or like us on Facebook. Access all the ways to earn under the Rewards page.

  • Do points ever expire?

    If you do not make a purchase or earn points for a period of 12 months, you will be considered a dormant user, and your points and rewards will return to zero. You will be moved down to Bronze, the lowest tier.

  • How do I refer friends in order to receive extra points?

    In your reward account, you can find a page with options on how to receive points, one being ‘refer a friend’. By clicking on this, it allows you to send an automatic email to a friend that is not already part of our loyalty program. In this mail, you gift a €10 discount for your friend’s first purchase. You will receive 100 points if your friend clicks on this email and places a first purchase.

• VIP CLUB +
  • How is my VIP tier determined?

    Your VIP tier is determined by the amount you spend. Your balance of points follows a ‘rolling year’, which means that your points are calculated since your most recent purchase.
    
    Bronze: This is your entry level, starting from 0 points.
    Silver: minimum spend of 250
    Gold: minimum spend of 500
    Diamond: minimum spend of 1000
    
    
    
    Once you qualify, you will instantly move up and have access to that tier's perks through the following 12 months. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.

  • How do I know which Rewards tier I am currently a member of?

    When you are signed into your rewards account, your home page will list all of the rewards tiers. Your current tier and perks will be highlighted with a box around it. You can also see how many points left until you move up to a higher tier.

  • Tier expiration

    Make sure to keep interacting with our program to maintain your status (or even move up a tier)! Once you are in Silver, Gold or Diamond, you will be in that tier for one year from the date you earned it. Without interacting with our program for 12 months or longer, you will become a dormant user.

• Returns +
  • Can I return my order if I redeemed rewards points for a discount?

    Yes. If you return the entire order, we will refund you the total euro amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

  • I earned points / VIP tier 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 a 10EUcoupon towards a 100EU purchase that you decide to return, the 90EU balance will be refunded to your credit card and the 10EU reward credit will be deposited back into your rewards account.

• Troubleshooting +
  • Why didn’t I earn points on my purchase?

    Double-check if 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. 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 communication 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 e-mail webshop@anna-nina.nl 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 us at webshop@anna-nina.nl 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 first-time customers 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.

• Checkout +
  • How is my free shipping applied at checkout?

    As a Diamond member your free shipping will be automatically applied at checkout – just remember to make sure you're signed in! Please note free shipping applies only to shipping fees under 14,99 EU.

  • How do I redeem my rewards at checkout?

    To redeem your points in checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "REDEEM" button.

• Terms & Conditions +
  • Points terms & conditions

    If at any given time we suspect fraud or misuse of our loyalty program, Anna + Nina may expire your points or freeze your points.

  • Discount terms & conditions

    ⦁ Discount coupons do not apply to Giftcards, E-cards and vouchers.
    ⦁ Only one discount may be applied to an order.