Why are my Encore Loyalty points missing or incorrect? – Brown Thomas

If you are asking “Why are my Encore Loyalty points missing or incorrect?”, it is often due to processing times, exclusions, or adjustments following returns.

Common reasons your points may not appear as expected

Processing time:
- Standard points may take a few days to show.
- Sustainable Edit bonus points may take up to 7 days.
- Birthday points may take up to 30 days.
Returned items:
- Points earned from a product that has since been returned will be removed automatically.
Excluded items:
- Purchases such as gift cards and alcohol do not qualify for points.
Points expiry:
- Points expire on 30 September of the following year.

How to check and confirm your balance

You can view your up-to-date balance:

In the Brown Thomas App under My Loyalty
On brownthomas.com in your My Loyalty account section
At any till in-store with the assistance of our team

Still concerned?

If you believe your Encore Loyalty points are still missing or incorrect after checking the above, contact us using the Live Chat widget. Please have your order details ready so we can investigate further.