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Frequently Asked Questions

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About the Recognition Reward Card

How do I get a Recognition Reward Card?
Just pop into any House of Fraser store, ask a member of staff and they will be able to give you a Reward Card. If you buy something that day, you can start collecting Points straight away but remember, you’ll need to register your card at www.houseoffraser.co.uk/rewardcard to be able to receive any Rewards to spend. 

I have a Recognition MasterCard/Account Card, can I also have a Reward Card?
The Reward Card can’t be used in conjunction with a MasterCard or Account Card. If you have a MasterCard or Account Card you are already collecting a fantastic 3 Points for every £1 you spend plus all the other benefits, so there would be no additional benefit for you in having a Reward Card.

Can anyone have a Recognition Reward Card?
Yes, anyone can have a Reward Card as long as you are over 18 years old.

Registering a Recognition Reward Card

How do I register my Card?
Simply go to www.houseoffraser.co.uk/rewardcard and follow the instructions. You will need your Reward Card details to hand.

What if I don’t have an email address?
As the Reward Card is managed solely online, an email address is necessary. If you have an email address but not regular access to the Internet, then we are happy for you to use one of our ‘Order In Store’ terminals to register your account.

What happens if I do not register my Reward Card?
If you do not register your card, not only will you never earn Rewards but you also won’t get to hear about our exclusive Recognition Reward cardmember offers and events.

COLLECTING POINTS

How many Points will I collect and how do they convert into Rewards?
You will collect 1 Point for every £1 (€1 in the Republic of Ireland) you spend with any method of payment.  Once you have collected 500 Points, they will be converted into a £5 Reward (€5 in the Republic of Ireland) so the more Points you collect, the more Rewards you have to spend. We’ve made it really easy for you – every month we check your Points balance and if you have enough, Rewards are applied directly onto your card so there is no need for vouchers.

Can I collect Points online?
Yes, the Reward Card can be used to collect Points at www.houseoffraser.co.uk whenever you’re signed into your account.  Remember, you get Double Points for shopping online so that’s twice the Rewards!

Can I collect Points when I buy a Gift Card?
No, Points cannot be collected when buying Gift Cards.

Can a Recognition Reward Card opened in Ireland be used in the UK?
Yes, any Reward Card can be used to collect Points in any House of Fraser store in the UK and Ireland, as well as online at www.houseoffraser.co.uk

How will my Points value be converted between Pounds Sterling (£) and Euro (€)?
If you are a Republic of Ireland cardmember, you will earn 1 Point for every €1 spent in store. If you shop online or in a UK store, whatever you spend will be converted from Pounds Sterling (£) to Euro (€) and Points will be collected and Rewards redeemed according to this € value.  This works the opposite way for any UK cardmember shopping in the Republic of Ireland.

How long do my Points and Rewards last?
Recognition Points last for up to 12 months. After 12 months, if they have not been converted into Rewards, they will expire.  Your Rewards will be valid for 3 months. We’ll always try to let you know if you have Points or Rewards due to expire, either by email or on your online account. 

How can I keep track of my Points?
We’ll email you every month (with a statement) telling you how many Points you have collected and the value of any Rewards issued. You can also check your statement in ‘My Account’ at www.houseoffraser.co.uk at any time.  Our till receipts will also show your Points balance as of the previous day, but Points for the latest transaction will not be included.

Will I be able to check my Points balance / Reward amount on my Reward Card at the till point?
No, unfortunately we can’t check your Points balance at the till point. Please check in ‘My Account’ online or in your statement emails. However if you’re spending a Reward in store, we can tell you what Reward value you have left on your card.

Will I be able to collect Points even if I don’t have my Reward Card with me?
Not at the time, but you can have the Points added to your new Reward Card account up to 30 days afterwards. This can be done in any House of Fraser store as long as you bring the till receipt and your Reward Card with you.

Can my Points be transferred to another card?
Yes, you can set up a ‘Points Transfer’ to any other cardmember. That means that all Points you have on your card and any Points you collect in future will be transferred to them until you cancel the Points Transfer. It also means that any Rewards will be issued to that card rather than yours (so make sure you choose wisely!).

To set up a Points Transfer, log in to 'My Account' and select 'Set up a Points Transfer'.  You’ll need the number of the card you would like to transfer Points to. We’ll send you an email to confirm that it has been set up but it may take up to 24 hours for the transfer to happen.  Any Rewards already issued to you will remain on your card until their expiry date.

How do I cancel a Points Transfer?
To cancel your Points Transfer at any point, log in to 'My Account and select ’Cancel a Points Transfer'. The Reward Card number that you are currently transferring your Points to will automatically show on screen. Simply click 'Continue’ and we will send you an email to confirm that you will now be collecting Points on your own account again within 24 hours .

SPENDING REWARDS

How do I earn Rewards?
At the beginning of every month, we'll check how many Points you have collected. For every 500 Points, you will earn a £5 (€5 in the Republic of Ireland) Reward which we will apply directly onto your card.

How do I spend Rewards?
Rewards can be spent directly from your card at the till point or online checkout..

How can I keep track of my Rewards?
At the same time as we check whether you have enough Points to earn a Reward, we will send you an email (like a statement) letting you know how many Points you have collected and any Rewards you have earned. Alternatively, you can log in to your account and check your statement in 'My Recognition Summary' at any time.

If my card holds a £20 Reward balance, can it be used to pay for a purchase of just £10?
Yes, and there will be a balance of £10 left on the card until the Reward expiry date.

Can I use my Recognition Rewards to purchase anything at House of Fraser?
Recognition Rewards can be used to purchase any product from House of Fraser, in store or online, except Gift Cards, financial services and large kitchen appliances.

How long do my Rewards last?
Your Rewards will be valid for 3 months. We’ll always try to let you know if you have Rewards due to expire, either by email or on your online account. 

MANAGING YOUR ACCOUNT

What should I do if my Recognition Reward Card is lost, stolen or damaged?
You can report a card as lost, stolen or damaged by going to ‘My Account’ and selecting ‘Report a lost/stolen/damaged card’. This will ensure that the card is cancelled but you will still be able to collect Points and redeem Rewards online at www.houseoffraser.co.uk

To be able to start collecting Points in store again, just come in to any House of Fraser store and ask a member of staff for a new Reward Card. You will then need to register this card as a replacement card in ‘My Account’. Any valid Points and Rewards will be transferred to the new card within 24 hours.

How do I register a replacement card?
Once you have picked up a new Reward Card from a member of staff in any House of Fraser store, just log in to ’My Account’ and select 'Register replacement card'. Simply follow the on-screen instructions. We’ll send you an email to confirm your replacement card has been registered and any valid Points and Rewards will be transferred within 24 hours.

I registered for a Recognition account whilst making an online purchase - how can I start collecting Points in store?
Just pop into any House of Fraser store, ask a member of staff and they will be able to give you a Reward Card. If you buy something that day, you can start collecting Points straight away.  Just remember to register your Reward Card by selecting the 'Register a replacement card' option in 'My Account', which will then combine any Points you have collected online and in store up until then. We’ll send you an email to confirm your replacement card has been registered and any Points and Rewards will be transferred within 24 hours.

GENERAL INFORMATION

Who can I contact if I have questions about my Recognition Reward Card?
If you haven’t found the answer that you’re looking for here [link back to top of FAQs] our UK based call centre will be on hand to deal with any questions relating to the card or to assist you with managing your account online. Just call 0845 602 1073 from 8am to 10pm Monday to Friday, 9am to 6pm Saturday and 9am to 8pm Sunday or email service@fraserline.co.uk

Why haven’t I received any Reward Card offers?
We’ll email the latest offers to our Reward cardmembers so if you haven’t been receiving them, check that you are opted in to get marketing from us (see ‘Manage email preferences’ in ‘My Account’) and that recognition@emails.houseoffraser.co.uk is on your safe list of contacts.

Where can I find the Terms and Conditions for the Recognition Reward Programme?
Terms and Conditions for our Reward Card can be found on our website at www.houseoffraser.co.uk/rewardcard

© House Of Fraser (Stores) Ltd 1999 – 2011 | Legal Information | Privacy Policy

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