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Frequently Asked Questions about Loyalty

01. What is feel good loyalty?

Feel good loyalty is Neal’s Yard Remedies’ loyalty scheme. It's free to join and, whenever you use your card in-store or online, you’ll collect points which can be redeemed against future purchases. When you use your card you'll also be entered into competitions to win treats and get exclusive access to events, new products and many other offers.

02. How do I join feel good loyalty?

You can either sign up online here, or in-store.

03. How do I collect feel good loyalty points?

With any purchase in-store or online you will receive five points for every £1 spent, subject to exclusions and special offers. 1 point = 1 penny. The points’ monetary value will be automatically calculated and rounded to the nearest £1. There is no minimum or maximum spend to accrue points.

04. How do I use my feel good loyalty points?

You can spend your points any time in-store or online, on most of our products (excluding therapies and courses). Simply hand your card to the cashier or choose to pay with points at the checkout on our website. You can spend any number of points you have and use them as part or full payment.

05. What are feel good loyalty points worth?

Your feel good loyalty points can be redeemed in most Neal's Yard Remedies stores and online at a value of 1 point = 1 penny. There is no minimum spend.

06. How do I register my feel good loyalty card? (If I picked up my card in-store)

If you signed up to feel good loyalty in a store, you will need to register your card by heading here. Then simply click the 'Register your feel good loyalty card' button and, if you already have an account, sign in. If not, follow the instructions to 'create account'.

07. How do I activate my feel good loyalty card? (If I signed up to loyalty online)

If you signed up for loyalty online and have received your physical card in the post, you can activate your card by signing in to your account and clicking 'Feel good loyalty' in the left hand menu. Then simply click the 'Activate' link in the bottom left hand corner of the card image and enter the number on your physical card.

08. I don't have an online account with Neal's Yard Remedies to register my feel good loyalty card, do I need one?

You'll need to create an account by clicking 'Register your loyalty card' here to get the full range of benefits from feel good loyalty. It's quick and easy to set up and you'll be able to shop online, track your deliveries, review your latest buys and much more using your log in details.

09. I've picked up a card in store, will it automatically be saved to my online account?

No, to register your card to your online account, you will need to head here, click 'register your loyalty card' and follow the instructions. Your card will then be saved to your online account, allowing you to collect points with any purchases online.

10. When will I receive my feel good loyalty card?

If you sign up online, your card should be with you within four weeks. However, you will have a temporary card saved to your account, which you can use from the moment you sign up.

11. How are my personal details used for feel good loyalty?

The personal details you provide for your feel good loyalty account will be used in accordance with data protection legislation and our Privacy Policy. Specifically, they will be used to administer the loyalty scheme, give you benefits and keep you updated with information about products and services offered by Neal’s Yard Remedies. We’ll never share your details with a third party for any marketing purposes without your express permission.

12. Why do you ask for my date of birth?

We ask for your date of birth so we can make our communications to you more relevant. However, it is optional, so if you do not wish to tell us your date of birth, simply leave it blank when registering.

13. Where can I use my feel good loyalty card?

You can use your feel good loyalty card in most Neal's Yard Remedies stores and at www.nealsyardremedies.com.

14. I haven't received my feel good loyalty card

If it’s been more than three weeks since you applied for your loyalty card, please call our Customer Care team on 01747 834 634.

15. Is feel good loyalty replacing my paper loyalty card?

Yes, we’re no longer issuing any paper loyalty cards or stamps, as this scheme is being replaced by feel good loyalty. However, if you bring your card in to a store, you’ll be able to redeem the stamps you currently have at a value of £1.50 per stamp, even if your card isn’t full.

16. Should I wait to receive my card in the post before I can earn points?

No, if you log in to the account you signed up for feel good loyalty with, you’ll collect points on a temporary number as you shop online. Then, when you receive your physical card in the post, you can earn points in-store as well as online.

17. How do I check my feel good loyalty balance?

To check your points balance, simply log in to your account, click 'Feel good loyalty' in the left hand menu under 'My Details'. You will then see a page showing your card, your points balance and your most recent purchases.

18. I haven't received my points from a recent transaction, what do I do?

If you bought something in store and you still have the receipt , you can return to the store and we’ll scan the receipt to check if the points were added. If not, we’ll add them. If you bought something on our website, the points should be automatically added to your feel good loyalty account. If you don't think they have been, please contact our Customer Care team on 01747 834 634.

19. Will I collect points on every product I buy?

Most of our products will earn you points as you buy, although some exclusions apply, including on gift cards, therapies, courses and gift wrapping.

20. I don't think I have the right number of points, what shall I do?

If you don't think you have the right number of points, please bear in mind it can take up to 48 hours for points to be updated. If, after 48 hours, you still think the points are incorrect, contact our Customer Care team on 01747 834 634 and we’ll look into it.

21. Can I collect points if I haven't registered my feel good loyalty card?

Yes. If you sign up in-store you can collect points straight away and, if you sign up online, you can collect points on your temporary number when you shop online, until your real card arrives in the post.

22. Can I still earn points if I forget my feel good loyalty card when I am shopping in-store?

Yes, if you are shopping in one of our stores, you can keep the receipt and bring it in the next time you shop with your loyalty card, and we'll retrospectively add the points to your account.

23. Will my feel good loyalty points expire?

Your points will expire 12 months after your last purchase, but your card will still be valid so you can start using it again whenever you wish.

24. How do I update my personal details on my feel good loyalty card?

You can update your details through the 'My Account' page on our website or, if you don’t have an account, simply call our Customer Care team on 01747 834 634.

25. Can I have more than one feel good loyalty card on my account?

No, you can only have one card registered to your account at a time.

26. My card has been lost or stolen, what do I do?

If you have lost or damaged your card or believe it has been stolen, please call our Customer Care team on 01747 834 634.

27. How do I cancel my feel good loyalty membership?

If you wish to cancel your feel good loyalty membership, call our Customer Care team on 01747 834 634