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Frequently Asked Questions
What is the Muse Rewards Program?
The Heartloom Muse Rewards Program is an exclusive loyalty program for our most loyal customers.
Muses earn points for activities on our site, including purchases and referrals.
You can use these points to earn exclusive discounts on your orders. Muses also receive benefits for joining, including exclusive sales and additional discounts on purchases.
How do I join?
How do I view my point balance, tier status & available rewards?
Once you have already created an account, simply log in to see your point balance, tier status and available rewards.
What do the 'approved', 'pending' and 'cancelled' statuses mean?
'Approved' points are ready to be redeemed for rewards immediately.
'Pending' points need to be verified before redemption. This typically applies to purchases made within the last 28 days and referrals.
Points will not be added to your point balance if an item has been returned.
'Cancelled' points will not be added to your account.
Points may be 'cancelled' if an order is cancelled. The point status will change from pending to cancelled.
Do my points expire?
Points expire 12 months after your last order.
We will send you a courtesy email reminder when your points are close to expiry.
Be sure to use redeem your points for rewards before they expire!
How long does my tier status last?
Your tier status, such as GOLD and VIP, is renewed every 12 months from the date you joined the program. You will need to spend the tier minimum amount over a 12 month period to maintain your tier level. For example, if you move into our GOLD tier on 01/08/2021, your tier will expire on 01/08/2022. You will need to spend a minimum of $450 to maintain tier benefits.
How long will it take for points to be approved?
Points will post to your account 28 days after each purchase date.
What if I return my order?
Any points from returned items will be deducted from your pending points balance.
As a special exception we can expedite points posting to your account, but the associated order will be treated as Final Sale status (not eligible returns or exchanges).
Please reach out to our Customer Support team for further details.
How do I get to the next tier?
If you've registered for a Heartloom account, you will start at the Silver Tier for free.
To reach our Gold Tier, a spend of $450 or more in the last 12 months is required.
To reach our VIP Tier, a spend of $700 or more in the last 12 months is required.
Can I transfer my points, rewards, or tier status?
In order to ensure the safety and security of our customers, points, rewards and tier status can not be combined or transferred from one account to another.
Can I use multiple rewards at a time, or can I use my rewards during a sale?
Please note that our store platform does not allow for discounts to stack, so you may only enter 1 code at a time.
If we are running a promotional sale, you will not be able to enter the sale discount code and use your rewards at the same time.
We encourage you to save your rewards for purchases on new colletions and full-priced items before they go out of stock.
Can I claim points on past purchases?
Yes! If you've recently made a purchase with us as a guest in the last 30 days, you can still claim your earned points as soon as you create your account.
If you forgot to log in while making your purchase, we are happy to add points to your account.
Simply send us an email at contact@heartloom.com with your Order Number and we will do our best to assist.