Frequently Asked Questions
How do I join the Rewards Club?
Joining the Rewards Club is easy and rewarding!
Simply sign up for our newsletter, create an account, or make a purchase on our Canadian website to be automatically enrolled.
Already have an account? You're already a member — no extra steps required! If you're new, just visit our Rewards Page and click "Join Now" to unlock exciting benefits.
Shopping in-store? Our friendly Hatley team is ready to assist you with enrollment — thousands of happy members have already joined and are enjoying exclusive perks!
Does it cost anything to begin earning points?
No, it’s completely free to join!
Is the Rewards Club available in all countries?
Customers can access The Rewards Club when they shop on hatley.com. We also have separate loyalty programs for our US and UK websites.
Is it a credit card?
The Rewards Club is exclusively a loyalty rewards program and is not linked to any credit card.
How do I qualify for each Rewards Club tier?
Your tier is based on how much you spend over 12 months. When you reach a new tier, you will stay in it for one year from the date you qualified.
To maintain your tier, meet the minimum spend again within the following 12 months, or move up by spending more!
Here’s how it breaks down:
- Tier 1: Entry level
- Tier 2: Spend $200+
- Tier 3: Spend $400+
- Tier 4: Spend $750+
Keep shopping and engaging with the Rewards Club to hold your status, or unlock even more rewards by climbing up a tier!
How do I know which tier I’m in?
Sign in to your rewards account! On your dashboard, you’ll see all the tiers listed—your current tier will be highlighted so you can easily spot your status and perks.
How will I know when I have reached a new tier?
As soon as your total spend hits a new tier level, your status will automatically update on your Rewards page—so you’ll see your new tier and perks immediately!
Earning Points
Can I use my rewards or earn points in-store?
Our rewards program is valid both online and in-store. Ensure you provide the same email address at checkout so that your purchases are linked to your account.
How do points convert to dollars?
Every 10 points equals $1 (each point = $0.10). Points earned vary by tier:
- Tier 1 & 2: Earn 1 point per $1 spent.
- Tier 3: Earn 1.25 points per $1 spent.
- Tier 4: Earn 1.5 points per $1 spent.
Can I earn points for purchases made before joining?
Points can only be earned on purchases made after joining the loyalty program. Be sure to enroll before your next purchase!
Is there a limit to how many points I can earn?
No, there is no limit to how many points you can accumulate!
What are other ways to earn points besides purchases?
You can earn points by signing up for our newsletter, following us on social media, reviewing products, and more!
Why didn’t I earn points on my purchase?
You’ll earn points on every purchase if you use the same email linked to your rewards account, and that also applies when checking out as a guest. To keep everything in one place, always use your original email.
I should have earned points for a purchase/incentive, but I didn’t see my account balance change. Did I get credit?
Yes! The first thing to note is that there may be a delay in our system's communication, and points can take from minutes to several hours to appear in your account. However, if you feel like you have earned points but they are not showing up in your account, you can also troubleshoot it with these tricks:
1. Try to refresh your browser.
2. Try to log out and then back into your account.
3. Check your Rewards History in your Rewards account to see if the points were added without you realizing it. Your Rewards History will show you the number of points earned, how and when they were earned, and any redemptions of points made on your account.
If you still feel like your points balance isn’t accurate, you can contact our customer service department, and they will look into the issue for you.
I referred some friends but haven’t received any points—what happened?
To earn referral points, your friend must be a first-time customer and use your unique referral link to place their first order. Once they complete their purchase, points will automatically be added to your account. You can always check your Rewards History to see any earned points from referrals.
How can I get a birthday reward?
Add your birthday under “Ways to Earn Points” on the rewards page. On your birthday, a special discount code will appear in your “Rewards History” and will be valid for 30 days.
To receive your reward on your birthday, be sure to enter your birthday at least 30 days in advance. If you add it less than 30 days before, you’ll receive your reward 30 days after adding your birthday (this only applies in your first year). E.g. your birthday is on January 1st. You add your birthdate on Dec 30th. You will receive your discount 30 days after Dec 30th.
If you enter your birthday any time after it has passed in the current calendar year, your reward will not be added to your account until the day of your birthday in the following year. E.g. your birthday is on January 1st. You add your birthday is on January 2nd. You will receive your discount on January 1st of the following year.
Redeeming Points
How do I redeem my points?
Redeeming your points is simple! Visit our Rewards Page and log in to explore rewards, then click Redeem Points to claim your perk. A coupon code will be generated and saved in your Rewards History. Based on the reward's terms, the code will remain active until it is used or expires.
Can I return my order if I used rewards points for a discount?
Yes. If you return the entire order, we’ll refund the amount paid after the discount was applied. The points used will be credited back to your Rewards account.
What happens to my points if I get a partial refund?
Your points are adjusted based on the amount you paid after the refund.
Example:
- You earned 100 points for a $100 purchase.
- You later return items worth $25.
- Your total payment is now $75, so your points are adjusted to 75 points.
What happens to the rewards I redeemed on a partial order?
Points used to redeem a reward are not returned if you receive a partial refund.
Example:
- You place an order worth $100.
- You redeem 200 points for a $20 off $100+ coupon, bringing your total to $80.
- You return items worth $60 and receive a $60 refund.
- You ultimately paid $20, and you earn 20 points for that amount.
- The 200 points used for the reward are not refunded.
Can I use a promo code with my rewards?
It depends on the type of promo code. Rewards from our program apply to your cart total, so they can’t be combined with other cart-level discounts. However, you can use them with product-specific or shipping promo codes.
Expiration & Inactivity
Do my points, rewards, or tier status expire?
If there is no activity on your account (like making a purchase or earning points) for 12 months, your points and rewards will expire, and you’ll return to Tier 1.
Keep shopping, earning, or redeeming points to stay active and hold onto your perks!
Perks & Extras
What is "early sale access"?
Early sale access means you will receive exclusive emails about upcoming sales before anyone else, giving you the first chance to shop the best styles! Ensure you're subscribed to our emails to receive these special offers.