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Clean Collective Rewards Q&A.

We’ve rolled out our all-new rewards programme, Clean Collective Rewards, so we thought best to answer some questions. If you’re having a problem read through and see if we’ve got it covered. Not on the list? Get in touch and we’ll be happy to help.

1. What is Clean Collective all about.
Clean Collective Rewards is our new loyalty programme. You’ll earn points not just for orders, but for other activities like referring a friend. You can use them to redeem exclusive discounts. So the more you spend - the more you save.

2. Who can join?
Everyone who creates an account is automatically enrolled. So no missing out.

3. How do I earn points?
You’ll earn 1 reward point per £1 you spend at www.renskincare.com, and receive them 14 days after your order date. But you can also get rewarded for referring friends, too. For the full lowdown, check out the ‘Earn Points’ section on the Clean Collective Rewards page.

4. How do I view my point balance?
Your rewards balance is displayed on the top right of the site, once you’ve logged into your account.

5. How do I redeem my points?
Once you have enough points to qualify for a reward, simply select the ‘Redeem Points’ tab. Here you can see our range of offers which, when selected, will reveal your exclusive discount code.

6. Is there a limit to the number of points I can earn?
Nope - we don’t limit your loyalty. But they will expire after 12 months. So get spendin’.

7. What do the 'approved', 'pending' and 'cancelled' statuses mean?
Your reward points history will show a status for each activity.
Approved. These points can be redeemed on rewards immediately
Pending. These points must be verified before they can be redeemed. This typically applies to purchases and referrals.
Cancelled. These points will not be added to your account. For example, if you cancel a purchase the points will change from pending to cancelled.

8. What happens if a friend I refer to cancels or returns their order?
In this case, any pending points from the referral will be cancelled and removed from your balance.

9. Why did my account balance go down?
It could be a number of things. An order return, cancellation or a referral returned their order. You can check your reward points history for an explanation.

10. I completed an activity but didn't earn points.
Pending balances can take up to 48 hours to appear in your account. Please allow this time, and if no luck, get in touch at customercareuk@renskincare.com.

11. Can I use my points during checkout?
Your points must be converted to vouchers before they can be redeemed at checkout.

12. How do I leave the program?
You can leave at any time, just request at customercareuk@renskincare.com. You’ll be unenrolled from the scheme and you’ll lose all points earned. Please note your REN account will still be active. If you would like this cancelled too, please specify on your email request.

13. What happens if I leave and decide to join again?
You’re always welcome back. Just email us at customercareuk@renskincare.com with your request and we’ll create a new Clean Collective account for you. Heads up though - your point balance will restart from zero.

14. Where can I report a problem or give feedback?
We’re always open to feedback. Get in touch at customercareuk@renskincare.com with any comments or questions and we’ll aim to reply within 48 hours.