Contents
- Purpose and Operation of the Programme
- Benefits and Rewards of the Programme
- Conditions of Use of Benefits
- Termination and Modification
- Exclusion of Warranty – Limitation of Liability
CONDITIONS OF MEMBERSHIP
The ERBORIAN SEOULMATE Programme is a loyalty programme (the "Programme") owned by ERBORIAN INTERNATIONAL, a simplified joint-stock company with a share capital of €140,100.00, whose registered office is located at Bâtiment Morland 2, cour de l'Île Louviers, 75004 Paris, France, registered with the Paris Trade and Companies Register under number 497 857 508 (hereinafter "ERBORIAN"). Membership of the Programme is open to any interested individual who is of legal age and residing in the United Kingdom, its use is strictly personal and only one account per person is permitted. Companies and associations cannot participate in the Programme. ERBORIAN reserves the right to exclude persons who do not comply with these General Terms and Conditions.
By becoming a Member of the Programme, you declare that you have read and fully accept these general terms and conditions applicable to the programme (the "General Terms and Conditions") and any amendments that may be made to them. We invite you to regularly consult these General Terms and Conditions and all the ancillary rules to which they refer, as well as a summary of questions and answers (FAQ) available to help you understand the conditions of membership and operation of the Programme, which may evolve. These General Terms and Conditions are independent of the general terms and conditions relating to product purchases or other existing programmes and/or agreements. By registering for the Programme, you also agree to be bound by our Personal Data Protection Policy, and by our general terms and conditions of use of the website www.uk.erborian.com. If you do not expressly accept these General Terms and Conditions, our Privacy Policy and the general terms and conditions of use of the website www.uk.erborian.com, you will not be able to participate in or enjoy the benefits of the Programme.
Membership of the Programme and its benefits are at the sole discretion of ERBORIAN, which may terminate the Programme at any time or modify the registration conditions, operating rules or benefits offered, by publishing any amended element on the website www.uk.erborian.com. Your continued participation in the Programme following such publications constitutes your approval of the changes made.
JOINING THE PROGRAMME
To join the Programme and benefit from all its advantages, you must have an ERBORIAN customer account (the "Account"). You can register online at www.uk.erborian.com and become an Account holder (the "Account Holder").
If you do not have an Account, you can create one by visiting www.uk.erborian.com, clicking on "My Account" and following the registration procedure in the "I wish to create a new account" section; you will then automatically become part of the Erborian loyalty programme.
Registration is entirely free and without any obligation to purchase.
Only one Account can be associated with an email address. In the event of a dispute regarding the Account Holder, the Programme Member will be deemed to be the holder of the email address provided at registration. Consequently, the authorised Account Holder is the individual who has been assigned the applicable email address by the Internet service provider, online service provider or any other organisation responsible for assigning email addresses for the domain name associated with the submitted email address.
By doing so, you agree to provide correct, accurate, up-to-date and complete information necessary to register for the Programme and complete the profile form, including the information provided to display your Account on the website uk.erborian.com, and to promptly update this data so that it remains accurate, up-to-date and complete. If you provide false, inaccurate, outdated or incomplete information, or if ERBORIAN has reason to suspect that your registration information is false, inaccurate, outdated or incomplete, or that you are abusing your Programme membership in any way, ERBORIAN has the right to suspend, terminate or refuse your current or future use of the Programme. Each Member is solely responsible for maintaining the accuracy and updating of the personal information necessary to access their Account, and for correcting it directly on www.uk.erborian.com.
PURPOSE AND OPERATION OF THE PROGRAMME
The ERBORIAN SEOULMATE Programme is a means of rewarding and thanking customers for their loyalty in purchasing our products and treatments, as well as their participation in certain online activities. You can earn points and reach different levels of the Programme by making eligible purchases or performing different actions, thus beginning your journey. As you accumulate points and reach levels, you become eligible to receive benefits applicable to the level reached. These may change or be available for a limited time. Eligible purchases and other ways to earn points and reach different Programme thresholds are published on www.uk.erborian.com.
Please consult our FAQ to find out more about earning points and reaching loyalty levels in the Programme.
The Programme is tiered, determined by the number of points accumulated on purchases made by the registered customer over a twelve-month period and through eligible activities.
On the day you join the Programme, you acquire the status of Friend ("Friend"), and benefit from the corresponding advantages. You do not need to accumulate points to maintain the Friend level.
On the day you start collecting points (the "Start Date"), a 12-month period begins. Your loyalty level is determined by the total amount of your purchases during this 12-month period:
- If the Account Holder spends £50 or more, they acquire BESTIE status
- If the Account Holder spends £100 or more, they acquire LOVER status
- If the Account Holder spends £250 or more, they acquire SOULMATE status
Annual renewal: At the end of each 12-month period, your level is recalculated based on spending over the last 12 months. If you have reached or exceeded the threshold of your current level, you retain that level. If you have not reached the threshold, you drop down to the level corresponding to your spending.
Example: You have spent £180 over 12 months → You are at LOVER level. At renewal (12 months after reaching LOVER status), you have spent only £60 → You move to BESTIE level. If you have spent £300 → You move to SOULMATE level.
To earn points, please ensure that you are a Member of the Programme and that you are logged into your Account before performing the above actions. The number of points awarded for each action is determined by ERBORIAN at its sole and reasonable discretion. Only purchases made via your Account, online at www.uk.erborian.com are eligible for the Programme.
When you change level: you immediately benefit from all the advantages associated with the new level. Your points balance remains unchanged (your points are not lost). A new 12-month period begins for the calculation of the next renewal.
Points are credited the day after your order is dispatched from the warehouse.
Points earned are valid for 12 months from the date they are credited to your Account. After this period, unused points automatically expire and are permanently lost. You will receive a reminder email 30 days before your points expire (subject to having agreed to receive Programme communications).
Example: Points credited on 15 January 2025 will expire on 15 January 2026.
Points are deducted:
- If they were credited as a result of a technical error by ERBORIAN;
- If they are obtained from fraudulent activities or other activities that violate these General Terms and Conditions;
- In the event of a return or cancellation of the entire purchase, or in the event of a partial return or cancellation, only the points corresponding to the part of the purchase not retained will be deducted;
- If they have been used to obtain products or discount vouchers linked to the Programme;
- In the event of termination of Programme membership for any reason.
You can check your points balance:
- Directly on your account at www.uk.erborian.com;
- On the loyalty page www.uk.erborian.com/erborian-seoulmate-loyalty-programme.
BENEFITS AND REWARDS OF THE PROGRAMME
As a participant in the Programme, you earn points based on your interactions with the Brand, i.e. actions carried out by the Member when logged into their Erborian Account, such as:
- Purchasing products on www.uk.erborian.com;
- Creating an account or registering for the Programme;
- Participating in specific actions proposed on the website (e.g. reviews, associated content), when these are available.
Only interactions expressly indicated as eligible on the website allow points to be earned. The actions and methods of awarding points may change and be subject to one-off operations throughout the year.
To take advantage of offers and rewards, you must have accumulated the minimum number of points determined by ERBORIAN for each benefit. Points can never be exchanged for cash. Eligible Programme participants may receive email invitations when rewards are available if they have not chosen to opt out of Programme emails.
REFERRAL PROGRAMME
The Programme includes a referral system allowing you to offer your friends and family a welcome offer. The referral programme is open to all Members regardless of their level.
For the referee (the referred person)
Your referral code is accessible directly in the pop-in displayed after clicking on the referral email link. This code gives you £10 off on a minimum purchase of £40 on your first order on www.uk.erborian.com. This offer is valid once only, reserved for new customers with no existing account. It cannot be combined with other current offers or promotions, is non-refundable, non-exchangeable and has no monetary value. Not valid with our partner retailers.
For the referrer
You will receive your reward by email the day after your referee's order is dispatched. Your reward consists of a £10 discount voucher valid on a minimum purchase of £40 on www.uk.erborian.com. If your referee does not use their referral code, no reward will be sent to you. This offer cannot be combined with other current offers or promotions, is non-refundable, non-exchangeable and has no monetary value. Not valid with our partner retailers.
ERBORIAN reserves the right to modify or withdraw the referral programme at any time.
REWARDS CATALOGUE
When you have reached the first rewards usage threshold, you will be notified by email provided you have agreed to receive ERBORIAN marketing communications by email. Rewards can only be used with a subsequent purchase.
The Programme offers two types of rewards:
A. Free complementary products
You can exchange your points for ERBORIAN products, according to the following thresholds (provided as examples):
| Product | Points required | Minimum level |
| BB Shot Mask | 100 points | FRIEND |
| Ginseng Shot Mask | 100 points | FRIEND |
| Centella Crème (20ml) | 145 points | BESTIE |
B. Discount vouchers in pounds sterling
You can exchange your points for discount vouchers:
| Points exchanged | Voucher obtained | Minimum purchase amount |
| 100 points | £10 discount | £40 |
| 200 points | £20 discount | £60 |
| 300 points | £30 discount | £80 |
Important:
- The rewards catalogue is subject to change at any time
- Products are available subject to stock availability
- ERBORIAN reserves the right to replace a product with another of equivalent value
- Rewards can only be used when placing an order on www.uk.erborian.com
- Once your points have been exchanged, they are permanently and irrevocably deducted from your balance and cannot be subject to any refund, retraction or reallocation, whatever the cause.
Benefits by Level
In addition to points and rewards, each level benefits from exclusive advantages.
Benefits common to all levels
All Members, regardless of their level, benefit from:
- 1 point per pound spent on www.uk.erborian.com
- Dedicated promotional offers (subject to acceptance of marketing emails)
- Early access to key commercial events, such as sales or Black Friday (subject to acceptance of emails)
- Birthday gift, subject to having entered your date of birth in your profile and having agreed to receive Programme communications by email. This gift is sent by email in the form of a promotional code. The gift is available on the Programme page (under "My rewards history"). The birthday gift is generally not combinable with other current offers. It is personal and non-transferable, it can only be used once per year. It is valid for 30 days from the entered birthday date.
Benefits by level reached
FRIEND – Free
- 1 point per pound spent
- 15 welcome points
- Birthday gift: £5 voucher
- Free standard delivery on orders over £25
- Access to the rewards catalogue
- Discount vouchers in pounds sterling (from 100 points)
BESTIE – Spend £50/year
- All FRIEND benefits
- 30 welcome points upon reaching the level
- Enhanced birthday gift: £10 voucher
- Free standard delivery on orders over £20
- Double points campaigns
- Access to exclusive reward products
- Exclusive additional discounts
LOVER – Spend £100/year
- All BESTIE benefits
- 50 welcome points upon reaching the level
- Enhanced birthday gift: £15 voucher
- Free standard delivery on orders over £15
SOULMATE – Spend £250/year
- All LOVER benefits
- 100 welcome points upon reaching the level
- Premium birthday gift: £20 voucher
- Free standard delivery on all orders
- VIP access to private sales
- Exclusive participation in competitions
- Early access to new product testing
- Opportunity to participate in Press Box competitions
- And other exclusive benefits to come
Note: The list of benefits is subject to change. Updated benefits are available at www.uk.erborian.com/erborian-seoulmate-loyalty-programme.
CONDITIONS OF USE OF BENEFITS
Rewards, benefits and Programme offers are available while stocks last and/or until their expiry date if they are time-limited. If your online order is not completed for any reason, all offers or rewards will be removed from your basket and will no longer be available. We cannot resend offers or rewards if they arrive damaged, if you received the wrong one or if one is missing. In the event of a damaged offer or reward being received, if you received the wrong one or one is missing, you may contact ERBORIAN's customer service.
GENERAL PROVISIONS
Neither Programme accounts nor rewards, benefits and/or points may be transferred, shared or combined. Only the Account associated with the payment for products can accumulate benefits and/or points. We reserve the right to verify the number of Accounts per household and to reject, merge or terminate additional accounts.
The benefits and points earned under the Programme have no monetary value and are non-transferable. You also have no ownership rights over the Programme benefits. The balance and/or points credited to your account will be reduced or cancelled, as the case may be, if all or part of a purchase is returned or cancelled and if the credit is obtained as a result of fraudulent or other activity. The balance and/or points credited to your Account will be reduced or cancelled even as a result of a technical error by ERBORIAN. The sale, exchange, assignment or transfer of any prize or benefit offered by the Programme, other than by us, is expressly prohibited.
Benefits cannot be exchanged or returned for points, for another product or service, or for a cash refund.
Products and services available under the Programme and any samples we may provide to you are intended for your personal use only. You may not sell or resell products, services or samples purchased or otherwise received from us. We reserve the right to cancel or reduce the quantity of any order to be fulfilled and/or any product or service to be provided to you which, in our opinion and at our sole discretion, could result in a violation of our General Terms and Conditions.
We are not responsible for benefits and/or points lost or exchanged due to fraudulent activity on your part or that of a third party. If your membership is terminated for any reason, all points will be lost.
We reserve the right to modify:
- The Programme benefits;
- The manner in which points are accumulated;
- The Programme thresholds and levels;
- How we evaluate and reward your eligible purchases and/or any other Programme activity.
We reserve the right to limit the number of eligible purchases or activities under the Programme and/or for a certain threshold, the number or type of rewards or benefits you may receive or earn at a certain level, within a certain period or for the duration of the programme and/or any combination of both options.
If you are concerned that a purchase or other activities have not been correctly recorded on your account, you must contact ERBORIAN's customer service. In the email, you must include your first name, last name and email address associated with the programme, the date of the programme activity and the issues you have encountered. This email must be sent within a maximum period of fifteen (15) days from the date of the purchase or non-recording of the activity by the Programme.
PROGRAMME COMMUNICATIONS
To receive communications relating to the Programme, log into your Account at www.uk.erborian.com, then go to "My Account" > "Newsletter" > "Manage your subscriptions", and activate the option "Your personalised offers and communications".
Examples of these communications are: welcome emails or other communications that help us ensure your account is monitored. If you unsubscribe from Programme-related communications, you will no longer receive emails regarding Programme status or Programme benefits.
By registering for the Programme, you will not be automatically enrolled to receive marketing communications. If you agree to receive marketing communications, you must follow the instructions provided in Programme emails and check on our website at www.uk.erborian.com or in the newsletter manager.
If several family members share an email address and/or postal address, these Members may choose to receive information and offers associated with a single Account. You can stop receiving communications relating to the ERBORIAN SEOULMATE Programme by accessing your account, then going to "My notifications", tab "Newsletter – Manage your subscriptions" and expressly choosing not to receive Programme communications by ticking the box offering you the corresponding option.
TERMINATION AND MODIFICATION
The Programme and its benefits are offered at our sole discretion. At our discretion, we may cancel, modify, limit or terminate these general terms and conditions, our FAQ and/or the programme or any aspect or feature of the Programme at any time and without notice, although these changes may affect the value of rewards and/or benefits already accumulated or earned and/or the ability to redeem accumulated rewards or benefits.
We reserve the right to exclude you from the Programme or to terminate your participation and to verify your Account at any time at our sole discretion. Any suspected abuse of the Programme, non-compliance with the General Terms and Conditions, inactivity of your Account for more than 24 months, illegal activity, fraud, misrepresentation or any other conduct not in conformity with these General Terms and Conditions and/or detrimental to us or our interests, including, in particular, any illegal, fraudulent and unauthorised use of Programme rewards, points, cards, credits, vouchers, coupons and/or certificates may result in the termination of your membership and render you ineligible for further participation in the Programme. If your membership is terminated, all rewards or benefits in your Account will automatically expire and your access to the programme and its features will automatically be rendered impossible. If we suspect illegal activity, fraud, misrepresentation, abuse or a violation of these General Terms and Conditions, we also have the right to take appropriate legal action, at our sole discretion.
If you decide to no longer be part of the Programme, you may unsubscribe at any time by deleting your Account by contacting Erborian customer service by email (ukcustomerservices@erborian.com) or by post to Customer Service (L'Occitane Ltd – Erborian, Capital House, 25 Chapel St, London NW1 5DH, United Kingdom) or by telephone Monday to Friday, 9am to 5pm, on 0800 358 1159 (freephone).
If you unsubscribe, you will lose all accumulated points, benefits and your level. We also inform you that you can exercise your rights regarding your personal data at any time. For more information on these rights and how to exercise them, you can consult our Privacy Policy at www.uk.erborian.com/privacy-policy.html.
EXCLUSION OF WARRANTY – LIMITATION OF LIABILITY
ERBORIAN, its parent companies, subsidiaries, affiliated companies, partners or licensees shall under no circumstances be held liable in any way (contractual, non-contractual, by way of warranty, for intentional fault, gross negligence or negligence) for (a) business interruption; (b) delays in access or interruptions in access to the Programme; (c) non-delivery of data, loss, theft, delivery error, corruption, destruction or any other modification; (d) losses or damages of any kind resulting from transactions or the presence of third-party links on the website or the use of any Programme benefit; (e) computer viruses, system failures or malfunctions that may occur during use of the website, including in a hyperlink to or from third-party websites; (f) any inaccuracy or omission in Programme content; or (g) events beyond our control.
We make no representation or warranty that defects or errors will be corrected. Furthermore, neither ERBORIAN nor its parent companies, subsidiaries, affiliated companies, partners or licensees shall be liable in any capacity (contractual, non-contractual, by warranty, intentional fault, negligence, gross negligence) for any indirect, special, punitive, incidental or consequential damages of any kind (including lost profits) related to the Programme or your participation.
You acknowledge that you may not bring any action arising from or related to your participation in the Programme, the use of any benefit or these conditions except within the time limits provided by applicable law. If you are not satisfied with the Programme, cancellation of your Programme membership constitutes a possible course of action. We have no other obligation, commitment or liability towards you beyond what is provided for in these General Terms and Conditions and applicable law.
INDEMNITY
You agree to defend, indemnify and hold harmless our company and our parent companies, subsidiaries, partners, licensees, managers, directors, employees and agents from any liability arising from and/or related to any loss, damage or cost, including legal fees resulting from claims, actions or demands from third parties arising from participation in the Programme in violation of any law, rule or regulation of these Conditions.
APPLICABLE LAW AND DISPUTES
This Programme and these General Terms and Conditions are governed by English law. Any dispute relating to this Programme, these General Terms and Conditions, participation in the Programme or the relationship between the parties must be submitted to the competent English courts.
PERSONAL DATA
The personal data collected from you in connection with the Programme, including in particular purchases made in connection with your Programme membership, will be processed by ERBORIAN in accordance with the Privacy Policy. To find out more about the processing of your data, please visit: www.uk.erborian.com/privacy-policy.html.