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Frequently Asked Questions


Rewards for life
How do I join rewards for life?

If you are making your first purchase on-line or by mail order, we will pop a membership card in with your order if selected at the basket stage to be sent to you. Alternatively, you can visit any of our stores to sign up (find your closest store with our Store Locator). You'll be given your rewards for life card straight away and will start earning points on your very first shop, plus you’ll get £1.50 in points just for activating your card!


Visit our Store Locator to find your nearest store.

What benefits can I expect when I join?

You’ll receive €1.50 worth of points when you first join and activate your card. From then on, you’ll receive regular reward coupons and exclusive product vouchers to spend on your favourite products. You’ll also be the first to find out about our exclusive promotions, member-only partnership deals, points events, offers, product launches and special activities relevant to your rewards for life account.

How do I activate my rewards for life card?

Activate your card online here or simply bring your card into store and we can activate it for you at the till.

I’ve activated my card in store. How do I link my card to my online account?

You will need to create an online account and password to link your card to your online account. As long as the information that you provided in-store matches the information in your online account, we’ll link the accounts automatically for you.


If you are experiencing any difficulties you can contact the rewards for life helpline on 01 656 9845 and choose option 3 (we’re here to take your calls 8:30am - 8:00pm Monday to Friday and 9:00am - 5:00pm on Saturday)

Can I add my partner on to my account?

Unfortunately, at this time we cannot combine or merge accounts. However, if you and your partner would like to save points to the same account we have provided you with a card and key fob to share.

How many rewards will I receive?

We will send up to 4 reward coupons a year as long as you have collected a minimum of 50 points at the end of each collecting period.

How can I spend my rewards?

You can spend your reward coupon on anything you like in-store, on-line or by phone. Whether you want to stick to your favourite product or be adventurous and try something new, we'll take the value of your coupon off the cost of your transaction after all discounts have been applied! Just make sure that you have your coupon, coupon code or the mobile app to hand.

What do I do if I lose or break my card?

No need to worry – we can simply give you a replacement card for the same account. If you require a replacement card, please ask when you next pop into your local store, or if you are placing an online order, tick the box ‘Include a new card in my order’ when you come to the online checkout page (this is found under the option ‘I’ve lost my card’).

Can I collect points if I don't have my card with me when purchasing?

If you are purchasing in store, we are able to link your account to your transaction by searching on the till for your account by your email address or post code. However, it is always best to keep your card with you when you are making a purchase. We provide you with a key fob as well, or you can download the app and control your account this way – in which case there is no need to carry your card around with you!


If you happen to forget to use your card when making a purchase in store, keep hold of the receipt and just ask for the points to be added on the next time you pop into your local store. You have 4 weeks to reclaim lost points from a previous purchase, as long as you keep hold of the receipt.

How can I keep track of how many points I have collected?

You can keep track of your points balance a few different ways. If you mostly shop in store, you will be able to see your points balance at the bottom of your receipt after making a purchase.


You can also check your points balance through your online account – simply log in, click on My Account on the top homepage toolbar, and scroll down to ‘rewards for life’, where your points balance will be displayed.


The easiest way to keep check of your points balance is by downloading the Holland & Barrett app here. Your points balance will be displayed on the app homepage.

How do I change my personal details?

You can change or update your rewards for life details either online if you have an online account or on the Holland & Barrett mobile app.


To change or update your details online, simply click here.


To change or update your details on the mobile app, simply log into the app and select ‘My Profile’ from the menu. Here, you will be able to update your contact details.


Alternatively, you can contact the rewards for life helpline on 0370 606 6606.

What do you do with my data?

Your privacy is very important to us. We take great care with any personal information you share with us and will never release these details to any company outside of the Holland & Barrett International group of companies.


We would like to use the information you share with us to keep you up to date with the range of products and services we offer and to help make shopping with us easier. This includes news of events, promotions, offers, product launches and special activity relating to your rewards for life account.


Depending on your marketing preferences, we may contact you by email, post, text message, or land line. We are constantly looking to improve our business and the service we offer so from time to time we may contact you to get your feedback or for research purposes. However, we will always give you the option of how you want to be contacted and if you do not wish to be contacted by us, we will respect this.


We will continue to send you your reward coupon even if you choose not to receive any other information from us.

I can't activate my card online.

The activation page will guide you through what you need to do and it's very easy. However, if you are experiencing difficulties you can contact the rewards for life helpline on 01 656 9845 and choose option 3 (we’re here to take your calls 8:30am - 8:00pm Monday to Friday and 9:00am - 5:00pm on Saturday), or pop into your local store and they will be able to help too.

Delivery
How do I track my order?

Orders can be tracked through your account. Log into your account by clicking the 'My account' link at the top of the page and entering your email & password. Click 'Your Orders' to see a list of open orders and their current status. We currently do not offer the ability to track orders once shipped. If your parcel has not arrived within 7 working days, please contact our Customer Care Centre on 01 656 9845 and choose option 2 (we’re here to take your calls 8:30am - 8:00pm Monday to Friday and 9:00am - 5:00pm on Saturday).

How much do you charge for P&P?

Standard delivery: €3.10 or Free when you spend €20.

How long will delivery take?

Standard delivery: Normally delivered within 4 working days, between 8am and 9pm.

How will I know my goods have been dispatched?

You will receive an email notification as soon as your order has been dispatched from our warehouse.

What courier(s) do you use?

Our dedicated courier is AN POST.

Can I provide you with specific delivery instructions for delivery?

Unfortunately we don't offer this at the moment, but we are working on it!

What if I'm not in when you deliver?

If you are not in to receive your parcel our courier, AN POST, should leave you a notification of attempted delivery advising you the closest location where you can collect your parcel. This is usually your local Post Office.

What if I no longer want the order?

You can return your unwanted purchases to us for free by simply taking the items to any of our stores, where our colleagues will be happy to help. Please bring your delivery note with you as proof of purchase.


Alternatively, you can post your unwanted item back to us using the Returns Label supplied with your delivery note. Please ensure you enclose your delivery note in the parcel as well. To enable us to process your refund as quickly as possible, please complete the form on the back of your delivery note indicating your reason for return.

I am missing an item from my order.

It could be that your order has been split and there may be another parcel on the way to you. This will appear on your My Account section of the website under “Your Orders” and will show if your order has more than one parcel to be delivered. Alternatively, you can contact us with your order number and the items that are missing and we will of course ensure a replacement is sent immediately.

Placing an Order
What payment methods do you accept?

We accept all major debit and credit cards. You can also pay by PayPal.

How will I know my order has been successful?

If your order is successful you should see an order success screen. We will also send you an order confirmation showing you what you have purchased and how much you have paid.

What happens if my payment is declined?

In the unlikely event that your payment is declined, try re-entering your details taking extra care to ensure all information is entered correctly. If you are still having difficulties please contact our Customer Care team on 01 656 9845 and choose option 2.

How do I apply a discount code?

If you have a discount code you can redeem it in the shopping basket by entering it into the 'Add discount & voucher codes' field and clicking redeem.

What happens if I've forgotten to redeem a promotional code?
No problem! If you've forgotten to redeem a promotional code during the checkout process just give our customer care team a call and they will be able to help.
How do you store my personal details?

In order to process your order we need a few bits of personal information from you. Don't worry, we take great care with it. For information on how we store your personal details, please see our privacy policy.

Returns
What is your returns policy?

We're sure you'll love your purchase, but if you're not happy for any reason just return the item(s) within 30 days of ordering and we'll exchange or refund it.

How do I return an item?

You can return your unwanted purchases to us for free by simply taking the items to any of our stores, where our colleagues will be happy to help. Please bring your delivery note with you as proof of purchase.


Alternatively, you can post your unwanted item back to us using the Returns Label supplied with your delivery note. Please ensure you enclose your delivery note in the parcel as well. To enable us to process your refund as quickly as possible, please complete the form on the back of your delivery note indicating your reason for return.

How are refunds processed for returned items?

Once we have received your returned item we will issue a refund to the payment method used to pay for the order. Please allow 7-10 days for the refund to show on your account.

I've received a damaged item. What do I do?

We take great care to ensure your items reach you in good condition. However, if you are unfortunate enough to receive a damaged item, just return it to us and we will happily refund or replace it.


Returns can be made direct to store or using the returns label with your paperwork.

Managing Your Account
How do I register for an on-line account?

Registering for an account is quick and easy. New customers can register for an account by clicking the 'My Account' link at the top of the page. As a first time customer you can also create an account during the checkout process when making an order.

How do I log in/out of my account?

Existing customers can log in to their account by clicking the 'My account' link at the top of the page and using their email and password to log in. To log out of your account click the 'log out' link at the top of the page.

Can I change my password?

Don't worry; it happens to the best of us. If you can't remember your password, or would just like to change it, you have the option to create a new password by clicking the 'My account' link at the top of the page and then clicking 'Reset Password' just beneath where your would normally enter your password. Enter the email address associated with your account and we will send you an email containing a link to reset your password.

How do I add or change an address in my address book?

Addresses can be managed on the website through your account. Just log in using your email and password and click your addresses.

How do I join your mailing list?

When you first make an order you will have the option to join our mailing list. You can also join by clicking the sign up link towards the bottom of the page.

How do I subscribe from your mailing list?

Click the unsubscribe link on any of our promotional emails and we will remove you from our mailing list. Alternatively, you can also manage your email preferences through our preference centre link on the bottom of our promotional emails.



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