What happens to my ‘pending’ ICONS that I earn through Shop to Collect if my order is returned or cancelled?
‘Pending’ ICONS earned through Shop to Collect become ‘active’ in your profile 30 days after you have placed an eligible order, when the change of mind returns period has lapsed. These ‘active’ ICONS contribute to your Status ICONS and Reward ICONS Balances. However, ‘pending’ ICONS may be reversed or adjusted from your ICONS balance if the order is cancelled or returned due to a change of mind.
What happens to ICONS that I earn following the completion of an Access Extra Offer if my order is returned or cancelled?
Bonus ICONS earned from Access Extra Offers are ‘pending’ for 30 days from the date you complete an offer or the date the completed offer has ended. However, if an order for a product is cancelled or returned due to a change of mind, and the purchase of that product was a condition of the Access Extra Offer, those ‘pending’ ICONS may be reversed or adjusted from your ICONS balance.
What happens to the Reward I redeemed on an order if my order is returned or cancelled?
Once you use a Reward at checkout (e.g. $10 Front Row Reward, Birthday Reward, Anniversary Reward, or Bonus Reward), it’s used up and cannot be used again — even if the order is partially or fully cancelled or returned due to a change of mind. We’ll only refund the ‘cash’ component paid for the order (including payment by way of gift card redemption or store credit) per our General Terms.