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Frequently Asked Questions
How do I become a Rails VIP?
Create an account. You'll get 50 points just for signing up.
How can I earn points?
You can earn points by signing up, making purchases, and more. Click here to learn about all the ways to earn points.
How many points do I earn per euro spent?
Your earning rate depends on your tier. Tier 1 and Tier 2 earn 1 point per €1 spent, while Tier 3 earns 1.5 points per €1 spent. Points are earned on subtotal only, excluding shipping and taxes.
How do I redeem my points?
Log in to your account to redeem your rewards. You can redeem your points directly at checkout and apply your reward to your purchase.
Can multiple rewards be redeemed on a single order?
Yes, up to €100 in rewards can be redeemed per order.
What happens to my points if my order is returned, canceled, or exchanged?
Points used on a returned order will be refunded to your account once the return is processed. Points are also refunded if an exchange includes a refund. If an exchange requires an additional payment, additional points may not be awarded.
What happens to my VIP tier if my order is returned or canceled?
If a refund or canceled order reduces your points below your current tier’s requirement, your VIP tier status may change. You may be moved to the appropriate tier.
Can I redeem my points in store?
Yes, our team will help you redeem your rewards at checkout in store.
Can I earn points internationally?
Points can only be earned in the country where your loyalty account is registered.
Is there a minimum number of points I need before I can redeem them?
Yes, you’ll need at least 500 points to start redeeming rewards. That’s equal to €25 off your order. You can check your balance anytime on your account page.
Can I earn points on sale items?
Yes. Points are based on your final purchase price, so sale items still earn.
Do I earn points when purchasing a gift card?
No, points are not earned on gift card purchases.
Can I earn points at all Rails stores?
Points can be earned at all Rails retail stores except outlet stores. Points are only earned at stores within the country where your loyalty account is registered.
Can I earn points on purchases I made before joining?
Points can’t be added to orders placed before you joined the program.
Where can I see my points balance?
Log in to your account, and your points balance will be at the top of the page at https://eu.rails.com/pages/loyalty-program
When will my pending points be added to my account?
Your points will remain pending until the 30-day return window has closed. They’ll be added to your account 30 days after your order is delivered.
Do my points expire?
Points expire 12 months after you earn them.
Do my rewards expire?
Yes. Redeemed rewards expire after 6 months. If unused, they’ll convert back into points in your account. Points expire 12 months after the original earn date.
Can I stack my points with a promo code?
Yes, you can combine your reward with other promotions. Any exceptions will be noted at checkout.
When do I get my birthday bonus?
Your birthday bonus will be added to your account on the day of your birthday. If you enter your birthday the day before, you’ll receive it that year. If you add it on or after your birthday, it will be issued the following year. Birthday points expire 30 days after they’re added to your account.
I forgot to use my points at checkout. Can I apply them retroactively?
Points can only be applied before an order is completed.
What is a Wallet Pass?
Wallet Passes are digital cards that you can add to your mobile wallet. They provide quick access to your loyalty information, making it easier to view your rewards and stay connected with the Rails VIP program.
How do I add Wallet Pass to my mobile device?
Open your Rails VIP account on your mobile device and select “Add to Wallet.” Your Wallet Pass will be created automatically for Apple Wallet or Google Wallet with your current points balance and loyalty information.
What if I notice an issue with my points balance?
Email info@rails.com and we’ll look into it right away.