FAQ's

What is Bordelle Between Us?

Bordelle Between Us is a rewards program that not only gives back, it gives you access to the world of Bordelle. To reward our loyal customers, you can earn points by placing orders, writing feedback and sending referrals. These points will earn you rewards to gain vouchers to use against purchases. Not only do you receive money off, the Bordelle Between Us tiers can offer you exclusive access to new launches, events and so much more.

Who can join?

Anyone can sign up for a Bordelle Between Us account here. Whether you have purchased from us before, or you are brand new to Bordelle, anyone is welcome to sign up and immediately become a CORE member.

Is it free to create an account?

Yes it is free to sign up to Bordelle Between Us.

What are Tiers based on?

Your tier is determined by the amount you spend annually with Bordelle. They do not change based on the number of points you earn.

CORE - up to £1,000 spent per year

PREMIER - between £1,000 and £1,500 spent per year.

EXCLUSIVE - between £1,500 and £3,500 spent per year.

SIGNATURE - more than £3,500 spent per year.

If you rise through the tiers, you will start getting more benefits.

How do I earn points?

You can earn points by shopping from us as you normally would, by gaining either 4, 6, 8 or 10 points per every £1.00 (GBP) spent whenever you shop with us. You can also earn points by completing an activity, such as writing feedback and following us on Instagram. You can find out more here.

How do I redeem my points?

You will always have access to your points balance through your Account page. Here you can see how many points you have available and whether you are able to spend on any Rewards. We will also email you if you have enough points to gain a Reward. To redeem your points you can select a voucher and receive £25 or £50 off depending on how many points you have available. You will be shown a discount code which can be added to your order at the checkout. You do not need to spend the reward straight away, as it will remain available on your account.

You can also redeem points at the checkout by using the Points Slider. The minimum amount of points which can be spent is 2500, which will give you £25 off your order.

What are redeemable vouchers?

Redeemable vouchers are money off discount codes which you will receive when spending your points on a Reward. They can be applied to the discount code section on the checkout. Vouchers cannot be used in conjunction with any other discount code supplied by Bordelle and you can only use one voucher code per order.

Is there a limit to the number of points I can earn?

There is no limit to the number of points you can earn using Bordelle Between Us. Some activities will be limited for use only once a month, however you can always earn points on any purchase you make.

Will my points last forever?

No, however we will make you aware if your points are about to expire. We will encourage you to redeem points against Rewards or to place a new order with us. Every time you make a purchase with us you will have another 12 months to carry on earning points.

Will my assigned Tier last forever?

Tiers are based on annual (yearly) spend. You can find out how much you need to spend per year on this page. We will review your tier every 12 months. If you have not placed an order that year then you could move down to the tier below if you are in Premier, Exclusive or Signature. If you are in Core then you will remain within the program but you will not move up a tier unless your annual spend reaches the requirement.

How do I know what Tier I am in?

You will receive an email when you sign up informing you of your Bordelle Between Us tier. You will also be able to login into your account to check what tier you are in and find out how you can move up to a higher tier.

What happens if I refer someone?

You will receive a unique link which can be shared with a contact of your choice. When the person you shared the link with places an order, we will gift them £20.00 off their order (minimum spend £100) and gift you 2,000 points (worth £20).

If someone I refer cancels or returns their order, what happens to my points?

If the person you referred has placed an order using the unique link you will receive 2000 pending points. If the customer does not request a return or cancel the order within 14 days, the points will appear in your account. If they do request a cancellation or refund, the pending points will be removed from your account.

If the person you have referred cancels their order after 14 days, but you have already spent the 2000 points, this will be deducted from your point balance.

How do I earn points for following on social media?

To earn points by following us on Instagram you can log into your Bordelle Account and find the activity section. Simply select the activity and choose to follow us. Once you have followed us through Instagram, you will receive 100 points into your Bordelle Between Us account. If you already follow us, then by clicking this link and logging into your Instagram profile, the system will verify this and award you the points.

Can I receive points for past orders?

Any order placed before 5th June 2021 will not qualify for Bordelle Between Us points as we are unable to back-date points before the loyalty programme began.

If you have placed an order after the launch date of the programme but did not sign up for a Bordelle Between Us account, it is still possible to credit a newly created account with points up to 3 days from the purchase.

Why did my account balance decrease?

If you notice that points have been removed from your account, this will likely be because of a product return or order cancellation. If you return an order you earnt points on then the points originally earnt will be removed from your account. The same will be the case if you have referred someone and they return or cancel their order.

If your balance shows as minus, this can be when you have already spent points which are then removed after a delayed return/cancellation.

Why have my points not updated after completing an activity?

It can take several minutes for us to process an activity and credit your points, so please be patient. If you have not received points for a recent order then this could be because they are pending or the order has not been accepted yet.

What do the ‘approved’, ‘pending’ and ‘cancelled’ statuses mean?

Approved – These points can be redeemed on rewards at anytime you like. You can also redeem them at the checkout using the ‘Points Slider’.

Pending – These points need to be verified before you can redeem them against a voucher or an order. This typically applies to purchases and referrals and not other activities. The approval period is 14 days.

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.

If you are waiting for points to appear after writing feedback, these are approved manually so can take up to 3 working days to approve.

Can I use points during checkout?

You can redeem your points to gain a rewards voucher on your account page. You will be given a code which you can enter at the checkout to receive money off. You cannot redeem points directly on the checkout page.

Can I get my points back if I redeem them on a reward?

If you redeem your points on a reward you will not be able to cancel this reward and this will remain on your account dashboard until it has been used against an order. We are unable to cancel a reward and re-issue points so be sure that you wish to redeem them before actioning this.

How do I leave Bordelle Between Us?

If you wish to leave the Bordelle Between Us rewards program you can do so by contacting us and asking to be unenrolled. Please allow at least 24 hours for us to get back to you with confirmation of this. You can contact us at customerservice@bordelle.co.uk.Please be aware that if you leave Bordelle Between Us, any points or rewards you have earnt will be lost.

Can I get back my points if I leave and come back?

If you leave Bordelle Between Us, you will lose any points or rewards that you have earnt. If you then wish to re-join the program, we can re-enrol you but unfortunately, your point total will begin from zero.

Where can I report a problem or provide feedback?

If you would like to discuss the program with someone from our team, you can contact them using the below:

Email: customerservice@bordelle.co.uk

Phone: +44 (0) 208 968 4488

Why have I been automatically enrolled?

At the launch of Bordelle Between Us, all customers who had a Bordelle Account were automatically enrolled to the program. All customers will have received 500 points for joining the program and can begin receiving benefits straight away.

The tier you have been placed in is based on your average yearly spend for the time you have been a Bordelle customer. The Tier can only be changed if you spend above the threshold and can otherwise not be amended.