Loyalty Programme

FAQ



Q1: How do I join as a Club member?
You qualify with a minimum spend of S$100 nett in a single receipt at any of our local stores (offline & online), excluding DFS and Airport stores.


Q2: When will my Club membership be activated?
For customers who qualify at our offline stores, membership will be activated immediately after signing up. For customers who qualify at our online store, membership will be activated 10 business days after completion of qualifying transaction. For such cases, new members will be notified via SMS and email once membership has been activated.


Q3: How will I be notified about my Club membership?
New members will receive a Welcome SMS^, that would provide a link to details about the membership program.


Q4: How do I upgrade from being a Club member to a Gold member?
You qualify when you spend S$800 nett in one or more receipt at any of our local stores (offline & online), excluding DFS and Airport stores, during a calendar year starting 1 April*. Upon qualifying, Gold membership will be activated in the next calendar year starting 1 April*.


Q5: How will I be informed about my membership upgrade to a Gold member?
You will be notified of the upgrade via SMS^ at the beginning of the calendar year starting 1 April.


Q6: If I spend S$800 nett in one receipt and want to join My L’Occitane membership program as a new member, which membership tier will I be signing up for?
For customers new to the program, you will qualify for Gold membership immediately (or 10 business days after qualifying transaction if you purchased at our online store) upon sign up, and membership is valid for at least 12 months until 31 Mar. Subsequent renewal for Gold membership will require S$800 nett spend in one or more receipt at any of our local stores (offline & online) during the 12-month period before status expiry. You will be notified via a Welcome SMS^.


Q7: If I am an existing Club member, can I kickstart my Gold membership earlier if I accumulated S$800 nett spend before the next 01 Apr?
No. 


Q8: What happens when I am not able to accumulate S$800 nett spend before the next 01 Apr during my Gold membership?
You will be renewed as a Club member from the next 01 Apr, after your Gold membership expires. This membership status has a lifetime validity.


Q9: Am I eligible to join this membership program if I’m not a Singaporean?
Yes, you are eligible for membership as long as you have a local residing address and contact number.


Q10: Can I transfer my membership account to my family members, relatives or friends?
No, membership cards are non-transferable.


Q11: Is this membership program applicable at L’Occitane stores outside of Singapore?
No, this is a local membership program applicable for only L’Occitane stores (offline & online) in Singapore, excluding DFS and Airport stores.


Q12: How is a “calendar year” defined as in this membership program?
A calendar year is defined as a 12-month period from 01 April of a year to 31 Mar of the following year. E.g. 01 Apr 18 – 31 Mar 19 is one calendar year. 01 Apr 19 – 31 Mar 20 is the next calendar year.



Q13: When and how will I receive my Welcome Voucher?
Your welcome e-voucher will be sent via SMS^, and is valid for 60 days from membership join date. Kindly present your welcome e-voucher SMS during your next visit at any of our L’Occitane Singapore boutiques to activate the discount off your purchase. Welcome voucher is applicable for use at all L’OCCITANE Singapore boutiques, excluding the official online store, DFS and Airport stores. Welcome voucher is not applicable for use in conjunction with your birthday discount.


Q14: When and how will I receive my Welcome Gift?
For membership that is activated at L’Occitane Singapore boutiques, you will receive your welcome gift immediately. For membership that is activated from a purchase on the online store, you will receive your welcome gift at the same time when you redeem your Welcome Voucher.


Q15: When and how will I be notified about my Birthday privilege? When can I activate my Birthday discount?
You will receive a SMS^ on the first day of your birthday month to notify you of the activation of your birthday discount. Your discount is applicable for use anytime during your birthday month for a one-time purchase, at any of our boutiques, excluding the official online store, DFS and Airport stores. Birthday discount is not valid for use in conjunction with your welcome voucher or member event’s promotions, including direct discounts and double bonus points program.


Q16: If I did not include my DOB in my membership profile, will I be able to activate my birthday privilege?
Please note that the birthday privilege can only be activated via your DOB. Hence, please ensure it is included within your profile in order for our system to activate the discount before your birthday month. Kindly note that birthday privileges will not be extended after your birthday month. To update your birthday, please contact our L’Occitane Singapore HQ at webinfo@loccitane.com or our customer hotline: 6732 0663. Kindly note that both email and hotline are open from Mon-Fri, 9am-6pm. You will be contacted within 3 business days.


Q17: How do I accumulate loyalty points?
You accumulate 1 point with every S$20 spent at L’Occitane Singapore stores (offline & online, excluding DFS). E.g. if you spend $243, you will accumulate 12 points.


Q18: When and How can I redeem my points?
You can redeem points when you have accumulated sufficient points to hit the tiers of our points program. We have a total of 5 tiers for redemption: 20 points, 30 points, 50 points, 75 points and 100 points. Points can be redeemed for value off your next transaction at any of our L’Occitane Singapore boutiques, excluding the official online store and DFS.


Q19: What can I redeem my points for?
Accumulated points can be redeemed for cash vouchers that can be used to purchase any regular priced products at any L’Occitane Singapore boutiques, excluding the official online store and DFS. Cash vouchers cannot be redeemed for discounted products.


Q20: Do my points have an expiry date?
Points accumulated will be valid for use within one calendar year period until 31 March in the same year or following year, whichever is nearer to date.


Q21: If I have leftover points after redemption, will they remain in my membership account?
Yes, leftover points will remain in your membership account before the expiry date. E.g. if you have 35 points and would like to use 30 points to redeem a S$60 cash voucher, the remaining 5 points will remain in your account until expiry date.


Q22: Can I extend my points validity after it expires?
No.


Q23: How can I check my points balance?
Your points balance will be available for viewing in your online member account on our official online store (sg.loccitane.com) and also on all your purchase receipts. To find out how to log in to your online account, please contact us at webinfo@loccitane.com or our customer hotline: 6732 0663 to find out more.


Q24: How will I be notified when I accumulate sufficient points to redeem for products?
An SMS^ will be sent to notify you of your eligibility to redeem for regular-priced products with every points tier you achieve.


Q25: Aside from Welcome Voucher, Birthday Privilege, and Loyalty Points program, what other perks do I enjoy as a member?
You will enjoy exclusive invitations to member events, where you can enjoy promotions like direct discounts and double bonus points program. You will receive notifications of such events via SMS and Email.


Q26: Will I receive my Welcome Voucher and Birthday privilege notifications if I did not opt-in for SMS communications?
No. Due to strict PDPA policy, we will only be able to extend these communications to customers who have given their consent on their profile form to receive notifications via these channels.