Sweet Rewards FAQs

SWEET REWARDS MEMBERSHIP

What are the benefits of the Sweet Rewards Program?

• Sweet Rewards Program members earn points for eligible purchases which can be redeemed for vouchers which can be used to purchase product in participating full range stores. Every 100 points earns you a $5 Voucher!
• A bonus Sweet Reward is given to Sweet Rewards Program members if they register their card online within 14 days of receiving their card in store.
• Birthday Sweet Treats every year for registered members.
• Special offers and Member promotions for registered members.

Click here to learn more about Sweet Rewards benefits!

How do I join the Sweet Rewards Program?

Please subscribe to ENews to stay updated when we are launching near you!

Simply make a purchase at your nearest participating full range Darrell Lea store and ask our friendly staff for a card. Membership is FREE and you will be given a Sweet Rewards Program card on the spot after telling us your name and email. You can then start using your new Sweet Rewards card to earn points immediately!

Note: Each member account must have a unique email. Family members, partners etc cannot use the same email address for different accounts.

Be sure to register your card online to ensure you receive all your entitlements such as your Birthday Sweet Treat and Bonus Darrell Lea vouchers.

At this stage new members cannot join Sweet Rewards online, only in Full Range Darrell Lea stores.

How do I become a fully registered member of Sweet Rewards?

After receiving a Sweet Rewards card in store and providing your email to us, please allow 24 hours to receive our Activation email. Follow the link in this email to complete registration with only a few extra details about yourself. If you do this within 14 days of receiving the email, you will be eligible for a complimentary sweet treat!

I signed up in store, but I haven’t received my activation email?

Please check your spam email in case it’s gone in there. Please wait 24 hours to receive it. If it’s still not received, please call our Customer Service centre on 1300 368 745 (M-F 9-5pm) or email support@sweetrewards.com.au

I’ve got a Welcome email telling me about my registration sweet treat/birthday treat, how do I claim this?

No need to print anything out – this sweet treat is waiting for you at any of our Full Range Darrell Lea stores! Simply head in store before the offer ends with your registered Sweet Rewards card.

Why do I have to register my card?

Most importantly, when you register your card online within 14 days of your first transaction you will receive a Bonus Sweet Reward! (Click here to see the current offer).

By registering you are also letting us know who you are and how we can communicate with you. This way we can tell you about great offers and benefits relevant to you! We can also tell you when you have a Birthday Sweet Treat or other benefits available on your account. By registering you will also be eligible to receive and redeem your Bonus Darrell Lea vouchers, earned from points from purchases in participating Darrell Lea stores.

We want to know who you are so we can say thanks for loving Darrell Lea with great Sweet Rewards!!

Can I still register if I don’t have an email address or internet access?

Yes. Simply complete a paper registration form available in store and hand it to the store staff or mail it to our head office ensuring you include your Name, Mobile phone and Postal address.

To become registered without an email address – you must include a mobile and/or a postal address on the paper form in store when you collect a card.

At this stage, we are only communicating with our members online or in store so you will need to look out for special offers in store and our staff will advise you if you have any benefits available on your account when you make an eligible purchase.

Can anyone join?

Any individual who makes a purchase in a participating Darrell Lea full range store is eligible to join our Sweet Rewards Program.

SWEET REWARDS PROGRAM BENEFITS

Is this a points system?

Yes. Each Sweet Rewards Program member will earn 1 point for every $1 spent during a purchase at any participating full range Darrell Lea Store. For every 100 points you accumulate you receive a Bonus $5 Darrell Lea voucher for you to redeem with your next purchase. Members will also be eligible for bonus points so they can earn their vouchers faster.

Points are valid 12 months from date earned.

How can I redeem my voucher?

You can redeem your voucher with your next eligible purchase at a full range participating Darrell Lea store. Simply hand your voucher to store staff at the beginning of the transaction, and don’t forget your Sweet Rewards Program card!

How long is voucher valid for?

A Sweet Rewards Program credit voucher if valid for 90 days from the date of issue, or as stated on the voucher. The voucher amount must be redeemed in full. Any unused portion will be waivered.

Can I transfer my points into cash?

No. Sweet Rewards points are not transferable or redeemable for cash.

Can I transfer my voucher into cash?

No. A Sweet Rewards credit voucher is not transferable to different membership accounts or redeemable for cash.

Does it include purchases made at all Darrell Lea stores and stockists?

At this stage the Sweet Reward program is only available at participating full range Darrell Lea stores (click here to see a list of participating stores). Currently our licensees and other stockists are not able to offer the Sweet Rewards Program.

SWEET REWARDS PROGRAM PARTICIPATION

What if I don't live near a participating store?

Most Sweet Rewards Program benefits will be available for purchases made in participating full range stores at this stage. In the future, we hope to offer Sweet Rewards benefits for our online purchasers as well. Unless you collect a card in store you will be unable to participate at this time.

What if I lose or damage my Sweet Rewards Program card?

You simply need to visit one of our participating stores to collect a new card and our staff will update your card details right then and there!

Please do not create multiple accounts as you will not be able to combine points across multiple accounts.

I have more than one Sweet Rewards Program card. Which card should I use when I shop?

Having more than one Sweet Rewards Program membership will dilute the program benefits for you as your points will accumulate more slowly across multiple accounts and cannot be merged. It’s important you ensure you collect only one card. If you lose or damage that card you can simply replace it by informing staff in store or by calling our Customer Service team on 1300 368 745 (M-F 9-5pm).

Do I need to bring my Sweet Rewards Program card with me when I shop at a participating Darrell Lea full range store?

Yes. You earn points on your purchases every time we scan your card when you shop at a participating full range Darrell Lea store. If you forget your card our staff will be able to look you up at the point of sale with your name and email.

What if I forget my Sweet Rewards Program card when I make a purchase?

Simply provide our staff with your registered name and phone number and they can retrieve your membership details in store to ensure you earn points. You may also wish to record your Sweet Rewards Program member number in your phone so you always have it on hand.

What if I forget to use my Sweet Rewards card when I make a purchase – can I get the points added later?

No. You must ensure your Sweet Rewards account is attached to the transaction at the time of purchase as we are unable to allocate points retrospectively.

Points are missing from my Sweet Rewards account.

If you believe points are missing from your Sweet Rewards account please wait 7 days from the date of the transaction and then send your original receipt with a brief message to attention to Sweet Rewards, Darrell Lea Chocolate Shops, Locked Bag 5, Kogarah NSW 2217. We will respond to your missing points enquiry within 30 days. Please be sure to check your account after this time.

How often will I receive offers from Darrell Lea?

The frequency and timing of offers vary. You should hear from us every fortnight if we have something exciting to offer you or tell you! Around seasonal times you may hear from us a little more often. You will also receive special birthday messages from us, and some other sweet surprises, so remember to check your inbox!

If you find you are hearing from us too much or not enough or if you have any other feedback about our communications and offers we’d love to hear your feedback so please email us at support@sweetrewards.com.au.

Will I receive communications from anyone other than Darrell Lea?

Your details will never be shared with an external party. From time to time we may offer you additional benefits from our marketing partners but this will all be done through Darrell Lea.

What does my online account tell me?

When you register and log into your online Sweet Rewards account at Sweetrewards.com.au you can:

• Update your personal details
• View your points balance
• Amend your communication preferences

Note: If you have not provided us with an email, you cannot log in online until you do so. You can do this by calling our Loyalty customer service on 1300 368 745 (M-F 9-5pm) or by visiting one of our participating stores.

How are Registered Sweet Reward Members rewarded?

• · 1 point for every $1 spent at a participating Darrell Lea store. Every 100 points equals a Bonus $5 Darrell Lea voucher, redeemable in Full Range Darrell Lea Stores only.
• · Birthday Sweet Treats every year.
• · Exclusive Member offers
• · Sweet surprises and bonus point offers.

What happens to my Frequent Indulgence Card?

The Sweet Rewards Program will replace the Frequent Indulgence card and will be much more rewarding. The Frequent Indulgence card will be phased out by November 1, 2011.

If you have a Frequent Indulgence card you can change over in participating full range stores to the new Sweet Rewards program.

If you don’t want to surrender your card you can keep collecting stamps until February 2012 and must redeem your card by this date. After that date Frequent Indulgence cards can no longer be accepted in full range stores.

What if I’m a Senior with a Seniors Discount Card?

Seniors can receive an additional benefit to joining the Sweet Rewards Program – you’ll receive a bonus $5 voucher for every 100 points, as well as an additional 5% off all purchases! Simply pick up a card in-store, and fill out a paper form, or register online within 14 days to get a complimentary sweet treat on your next shop.

If you are an existing Sweet Rewards member please note that by electing to join the Seniors tier of the program you will forfeit any existing Sweet Rewards points in your account.

Can I redeem my Sweet Rewards offers at all Darrell Lea stores and stockists?

You will only be able to redeem Sweet Rewards offers and Bonus Darrell Lea vouchers at participating full range Darrell Lea stores. We are unable to administer the program outside participating stores (including our Darrell Lea factory stores). Unless specifically stated, Sweet Rewards Program benefits cannot be redeemed online.

Can I redeem my Sweet Rewards offers online at www.dlea.com.au ?

Unfortunately not! Unless specifically stated, you will not be able to redeem Sweet Rewards offers online. Stay tuned – this will change in the near future.

How do I update details like my Member no. or my phone number?

Simply go to our website at www.sweetrewards.com.au, log into your Sweet Rewards account and go to 'Account Information'. If you do not have access to the internet please contact our Customer Service Team on 1300 368 745 (M-F 9-5pm) or email support@sweetrewards.com.au

Why am I not receiving any communications from Darrell Lea?

Please check your Communication settings under the 'Your Details' section of the website in Communication Preferences. You should also double check that we have your correct email address and phone number registered. At this stage the Sweet Rewards Program is primarily communicated online.

If your details are correct and you are still not receiving communications, please check your Spam or Junk folders as from time to time your network browser may consider them spam and place them in those folders. If this happens you will need to add us to your safe senders list. Alternatively please contact us and provide your name and member number.

I no longer wish to receive communications. How do I arrange this?

You can unsubscribe in any email communication you receive via the “Unsubscribe” link at the end of the email.

You can also login online at www.sweetrewards.com.au and Click 'Your Details' and adjust your settings under Communication Preferences. You can unsubscribe to different (or all) communication methods here.

You can also call our Customer Service Centre on 1300 368 745 (M-F 9-5pm) or email support@sweetrewards.com.au

Is the Sweet Rewards Program available overseas?

At this stage, the Sweet Rewards Program is only available in Australia. Any Darrell Lea purchases made overseas cannot be recorded in your Sweet Rewards membership.

Please note spend is calculated in $AUD.