faq-fidelite

• How do I become a TTVIP?
  If you do not have a customer account with us yet, what are you waiting for!? You can register here. Once you have created a customer account, you are automatically registered for TTVIP and become a Trendsetter.
  
  If you already have a customer account, please log in with your email address and password by hitting 'login' top right. After logging in, you will be taken directly to your TTVIP rewards page.
• Does membership to TTVIP cost me anything?
  Registration and use are free of charge. The more points you collect, the more benefits you receive and the sharper you look.
• What are the benefits of being a TTVIP member?
  TTVIP is a multi-tiered loyalty program. With every purchase at Twisted Tailor you collect valuable loyalty points and benefit exclusively from many other advantages within your TTVIP status like birthday perks, double points, access to exclusive drops and more!
  
  After successfully logging into your customer account, you will receive an overview of your available loyalty points, your status as well as all those tasty benefits.
• I already have a customer account with Twisted Tailor. Do I have to create a new account at TTVIP to collect points?
  We have already taken care of this for you! You can log in to TTVIP with your usual login information.
• Where can I find information about my customer account?
  You can find your order overview, as well as saved addresses all in your twistedtailor.com customer account.
  
  The TTVIP rewards page is your direct overview of your collected points and benefits. Your customer account and the rewards page can be accessed with the same login data.
• Can I have multiple customer accounts?
  Yes, this is possible. We will be happy to merge your accounts into one account for efficient point collection. In this case, please contact our lovely customer service team.
• Do I receive points retroactively for purchases?
  No, sadly not!
• How can I earn points?
  You will automatically earn loyalty points every time you shop at Twisted Tailor, so long as you order with the email address that you registered with TTVIP. Loyalty points for guest orders cannot be automatically assigned so don't forget to login.
  
  Points will be credited four weeks after the date of purchase and after deduction of any discounts and returns.
  
  You can find more ways to collect valuable points on the rewards page such as, following us on socials.
• How can I redeem my points online?
  You can easily redeem your available points in the rewards page and copy-paste the code to checkout.
• What discounts & conditions are there?
  You can convert your points into the following vouchers:
  
  100 points = £10
  200 points = £20
  300 points = £30
• How long are my points valid?
  Your points are valid for one year so don't forget to spend them people!
• Can accumulated points expire?
  Yes, your points may expire. Your points expire after 12 months of inactivity.
• Is there a cap on the number of points I can earn?
  No, there is no points limit! You always have the possibility to collect points through your orders with us, move up through the tiers and redeem your points on the way.
• Can I pay with another currency and collect points?
  Yes, you can collect points even if you do not pay in £. Your points will be adjusted to the £ conversion value of your order.
• How is my VIP status calculated?
  Your VIP status is defined by the amount you spend in a current year after discounts and returns are deducted.
  
  If you are already a customer with us, your VIP status will be calculated at the start of our loyalty program based on your purchase value as of September 2022.
  
  Trendsetter — you receive at the point of sign up
  Influencer — from an annual purchase of £300
  Icon — from an annual purchase of £550
  
  Once you have reached a tier, you will have access to the benefits of that tier for the rest of the current year. You can see which status you are in at any time in your customer account.
• How do I know which tier I am currently in?
  If you are logged in with your email address, you can view your current status and the associated TTVIP benefits on the rewards page.
• How do I know that I have reached a new tier?
  We will drop you an e-mail as soon as you have reached the next tier. You can view this at any time in your customer account.
• Can my status expire?
  TTVIP rewards points are valid for the remainder of the calendar year in which they are earned, plus the following calendar year.
  
  For example: points earned anytime during the year 2020 are valid for the remainder of 2020, plus all of 2021. Points will start over at 0 on January 1, 2022.
  
  Rewards points will expire after 12 months of Rewards account inactivity. This means that if there is no change to your Rewards account balance (through either the addition or redemption of Rewards), all Rewards earned in the previous 12 months will automatically be removed from your account. So don't hit snooze people!
• Can I return my order when I have redeemed points?
  Yes, the same return policy applies.
• What happens to my points in case of a return?
  If you used your reward points to place an order and are returning the entire order (it's okay, we won't take it personally), we will refund you the total amount spent after the discount was applied. The points you redeemed will also be added back to your rewards account, however any new points earned from the now refunded purchase will be removed from your rewards account.
  
  If you used your reward points to place an order and are returning only a part of your order, we will refund you the total amount for the product(s) you are returning, but the reward points that you redeemed for that order will not be added back to your rewards account. The number of new points earned will equal the amount left after the partial refund (if you spent £100 and were refunded £80, you will earn 20 points).
• Why did I not receive any points for my purchase?
  Make sure you are logged into your customer account and place the order through it. If you accidentally ordered as a guest, feel free to contact our Customer Service to add the points to your loyalty account.
  
  Your loyalty points will be credited four weeks after the date of purchase and deduction of any returns.
• I should have collected points for a purchase or promotion but my account balance did not change. Did I receive the points?
  Yes! We want to assure you that all your points will be credited.
  
  Loyalty points for your purchase will be awarded once the order is fulfilled.
  
  Please note that it can take between a few minutes and several hours until points appear on your account.
  
  However, if you feel that you have earned points but they are not showing, you can try these steps in advance:
  1. Reload the page.
  2. Log out and then log in again.
  3. Check the "Points history" in your rewards account to see if the points have been added after all. In your "Rewards History" you can see the number of points earned, how and when they were earned, and any redemption of points.
  
  If these steps do not solve the problem, you are always welcome to contact our Customer Service.
• I received an error message when I recruited friends through the rewards page. What went wrong?
  Please pay attention to the following in case of an error message:
  
  1. Did you make a typo when entering the email address?
  2. Ensure it's your friend's first purchase and they're completing a purchase for the minimum spend amount of £150 (before discount).
• I referred several friends but did not receive any points for it. What went wrong?
  Thank you for recommending us to your friends!
  
  For your points to be credited, your friend must be a new customer and use your personal referral code, which they received via email/link, for their first order. After a successful referral you will be informed via email and your points will be credited.
  
  The voucher sent to your friend can only be used once. If your friend returns the order, the voucher will also expire.
• What does Refer a Friend mean?
  Recommend us and give your friends a £15 discount on their first order of £150. As a thank you for being so great, you will receive 150 points for each successful referral.
• How can I send the referral to my friends?
  Please use the e-mail function on the reward page or your personal recommendation link.