Why did my Encore Loyalty points expire or disappear?

If you are asking “Why did my Encore Loyalty points expire or disappear?”, it is usually because of the expiry schedule or adjustments related to returns and exclusions.

Common reasons your points may expire or disappear

• Expiry: Points earned in a calendar year expire on 30 September of the following year.

  • Example: Points earned in 2023 expired on 30 September 2024.

• Returned items: If you returned a product, the points originally earned on that purchase will be deducted automatically.

• Excluded items: Certain items, such as gift cards and alcohol, do not earn points.

• Unlinked account: If your loyalty account was not linked at the time of purchase, points may not have been awarded.

How to check your balance

You can confirm your current balance at any time:

• In the Brown Thomas App under My Loyalty

• Online in your My Loyalty account section

• At any Brown Thomas till point with a member of our team

Important to know

• Expired points cannot be reinstated.

• To make the most of your rewards, always check your balance regularly and redeem points before expiry.