FAQ – Grungemama Club
1. MEMBERSHIP AND TRACKING
How to join the Grungemama Club? To join the loyalty program, simply click "Join" (Rejoindre) on the following page: grungemama.com/en/pages/rewards. Membership is completely free. Important: In-store, you must identify yourself with your email address at checkout for your points to be counted or used.
Where can I check my balance and status? All your information (points and current status) is available in your "My Account" area directly on the website.
Will I receive emails about the program? By joining our loyalty program, you agree to receive email communications related to your account (points balance, tier changes, available rewards, and exclusive member offers). These emails are essential to help you track your benefits.
Can I unsubscribe from loyalty emails? You can manage your communication preferences at any time from your customer account. Please note, however, that unsubscribing may prevent you from receiving your promotional codes and birthday gift notifications.
2. EARNING POINTS
What is the earning scale?
Purchases: €1 spent = 1 point.
Social Media: 20 points for following us on TikTok, Instagram, or Facebook.
Customer Review: 50 points for a review left on Trustpilot.
Birthday: A gift of 200 to 400 points each year depending on your status.
Referral: €5 offered for each successful referral, for you (200 points, i.e., €5 voucher) and for your friend.
Why are my points "pending"? Your points are credited 30 days after your purchase. This delay corresponds to the withdrawal period and allows for potential returns or refunds to be processed.
It's my birthday, where is my gift? To receive your birthday bonus, you must have provided your date of birth in your customer account at least 30 days before the event. If this deadline has passed, your bonus will be active for the following year.
3. SHIPPING AND TAXES
Do shipping costs earn points? No, points are calculated only on the total amount of products in your order, after deducting any discounts. Shipping costs are not taken into account.
Are points calculated on the tax-inclusive amount? Yes, your points are calculated on the tax-inclusive sales price of the items in your cart (excluding shipping). Benefiting from free shipping does not impact your points: you earn points on the actual value of the products paid.
4. USING MY DISCOUNTS
How do I convert my points into vouchers? You choose your coupon directly during the checkout step according to the following scale:
200 points = €5 discount
400 points = €10 discount
800 points = €20 discount
Can I use them in-store? Yes. Ask the sales team to apply it manually after identifying yourself via email at checkout.
Can I cancel a voucher once generated? No. Once you have converted your points into a voucher, the operation is final. It cannot be canceled or converted back into points.
Are vouchers cumulative? Unless otherwise stated, loyalty program vouchers cannot be combined with other current promotional codes on the site.
What happens if I don't use my entire voucher? Our vouchers are for single use. If your order amount is lower than the voucher value, the remainder cannot be refunded or credited.
5. STATUS AND EXPIRATION
How does my status work? Your status depends on the number of points accumulated over the last 12 months. Your status is reviewed annually: if no purchase is made over a 12-month rolling period, you automatically drop to the lower tier.
What is the validity period of my points? Your points are valid for 1 year. If no purchase is made during a 12-month period, you lose the points acquired during that period.
6. RETURNS AND CANCELLATIONS
What happens to my points in case of a return? If you return an item, the points earned will be automatically deducted from your balance. This applies regardless of the refund method (bank refund or store credit). For partial returns, points are adjusted pro-rata based on the final order amount.
How are points calculated upon a refund? Yotpo does not manage cents for points. In case of a refund, the amount is rounded down to the nearest unit (e.g., for a €49.95 refund, 49 points will be deducted).
Can my points balance become negative? Yes. If you make a return after having already used the points generated by that purchase for another order, your balance may become negative. It will be adjusted during your next purchases.
I canceled my order, where are my points? As the credit for points on canceled orders paid with rewards is not always automatic, we invite you to contact our customer service team for a manual update.
7. REFERRAL
What is the referral offer? You give €5 to a friend and receive 200 points (€5) in return.
What is the validation condition? As the referrer, you receive your reward 30 days after your friend's first valid purchase, once the withdrawal period has passed. The referrer's reward is canceled if the friend returns their order.