FAQS

Your $50 reward voucher is valid for 3 months from the date of issue and $20 reward vouchers are valid for 4 weeks from issue date. These can be used in store and online.

Simply enter your 14 digit VIP reward voucher code in the ‘Apply Vouchers or Promo Codes’ section when you click on your shopping bag/cart and press apply. This can be found under 'Summary'.*

The following conditions apply for redeeming your voucher:

• It must be used in full. No change, gift card or credit note will be given and any unused amount/s will be forfeited
  
  
• It cannot be used in conjunction with a lay-by or with any other offer or promotion
  
  
• It cannot be used to purchase a Sussan gift card
  
  
• It is non-transferable (it is linked to your VIP account) and cannot be redeemed for cash, gift card or credit note
  
  
• It is non-refundable. In store you may be offered an exchange for the value of the reward voucher and a refund is available for any amount spent over and above the reward voucher amount. If you return your online purchase to our online store the amount of your reward voucher will be forfeited.

 * At times an online VIP reward voucher may be issued, this cannot be used in store.

If you believe you are missing points from a transaction we just need a copy of your invoice summitted to us.

Please use the Help widget on the bottom right of this page 

and search for Claim VIP Points, when prompted please fill out your relevant details on the form

We recommend uploading a full picture of your invoice including the Order number to help expedite the process.

Please note that you will not have earned points for a transaction if you used Guest Checkout online or if you did not give your VIP card/number in store. All points must be redeemed within a 12 month period.

Your reward voucher will be issued within 48 hours once you’ve reached 500 points and will be emailed to you if you’re subscribed, or otherwise sent to your residential address within 20 business days.

Be sure to keep your VIP account details up-to-date and subscribe to emails, so you can receive your $50 rewards digitally, plus other exclusive offers & rewards during the year. You can also see your current rewards within your VIP online account.

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We value our loyal customers and the Sussan VIP Program is our way of thanking you for shopping with us. The more you shop with us, the more you are rewarded.

Our loyalty program is simple.  You earn 1 point for every $1 you spend with us. Collect 500 points within a 12 month period and you will receive a $50 reward voucher, valid for 3 months (redeemable online and in store).

Joining our loyalty program also gives you access to exclusive offers and promotions and special previews to sale days and new products.

Signing up is easy – create a VIP account now

Sussan Group will send via email a $20 Welcome Voucher to new members of the online VIP Program who have subscribed to receive email updates from Sussan.

The Welcome Voucher expires one month from the date of issue and is valid on one single transaction of $100 or more, in-store and online. It is non-transferable and cannot be redeemed for cash or gift card.

Sussan Group reserves the right to withdraw, cancel or vary the vouchers offered on its site without notice.

Please note, this may take up to 48 hours to be delivered to the nominated email.

You can view your points balance anytime online in your VIP account dashboard. You can also see any reward vouchers you’ve earned, your 12 month points history and how far you are away from your next reward.

Please note that it can take up to 3 business days for purchases to appear in your account.

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Earning points is easy. For every $1 you spend at Sussan, you will receive 1 point. Simply collect 500 points within a 12 month period and you will receive a $50 reward voucher.

Please note, points are not awarded for:

• Sussan gift card purchases
• VIP reward voucher or promotional code redemptions
• Charitable donations
• Any fees or charges paid (e.g. shipping charges for online purchases)

Yes, they do. Points are calculated daily, so 365 days after the day you made your purchase, the points for that purchase will automatically be deducted from your total.

If you reach 500 points within 12 months, 500 points will be deducted from your total when your $50 reward voucher is issued.

If you have multiple Sussan VIP cards and you would like to merge all of your details into one account, please contact us at online@cs.sussan.com.au. 

You can update all of your personal details through your online account. You can also update your information in stores or email us at online@cs.sussan.com.au

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If you return an item for a refund, the points you earned for that purchase will be deducted from your balance.

If you exchange an item, points will be added or deducted from your card, depending on any price variance.

If you return an item purchased during a points promotional period the equivalent points that you earned will be deducted. For example if you earned 40 points for a $20 purchase during a Double Points promotion, 40 points will be deducted from your points balance.

All returns must comply with our full Returns Policy.

The discount amount is proportionately applied across each item purchased. The final amount refunded represents the original purchase price, less the apportioned discount amount.

Sussan is committed to protecting your privacy. To see how we handle your personal information, please see our Privacy Policy.

If you lose your VIP card, don’t worry. Your VIP number is available within your online account and our store teams can look up your details during checkout so you never miss out on points.