Frequently asked questions
Expand the questions below to see the answers to some of our most frequently asked questions.
Why have the Avios I've collected with eStore not appeared in my account?
There are several possible reasons: Avios collected through eStore may not appear in your account until up to 35 days after the date of your purchase with the exception of hotel or travel bookings which can take up to 90 to 120 days after you've completed your stay or policy, contract or subscription which takes 90 to 120 days from the start date. If you return an item and get a refund, the Avios collected will be removed from your Avios account. AerClub eStore rewards work on a last referral basis. To collect Avios while shopping online, you must visit the retailer's site via our AerClub eStore. If you visit a retailer's site directly, without having first logged into the Avios website and clicked through from our eStore, we will be unable to track your purchases and add your Avios to your account. You must complete your transaction in one-session from clicking the retailer's site via AerClub eStore, do not use voucher code that is not provided on the AerClub eStore, or go to the retailer's site via clicking from other sites, seach engine, or the retailer's own eNewsletter, or make changes to your purchases via telephoning the retailer or visiting the retailer in store, as this will invalidate AerClub eStore as being the last referral. Increasingly, some advert blocking software programs have been known to block the special tracking codes (cookies) that we need to monitor in order to award your Avios. If you can't see your Avios in your account within 35 days (or 90 to 120 days after you've completed your stay for hotel or travel bookings or policy, contract or subscription start date) after your purchase, please complete the 'Missing Avios' form by logging in to our eStore and clicking the Missing Avios link.
Can I collect Avios directly from a retailer's site?
To collect Avios while shopping online, you must go to the retailer's site via our AerClub eStore. If you visit a retailer's site directly, without having first logged in and clicked through from our eStore, we will be unable to track your purchases and add your Avios to your account.
Is it more expensive to shop via eStore?
No, you will not spend any more by using our site – and you’ll get the benefit of earning Avios! It’s the same price as shopping directly with the retailers, so you won’t miss out on any of their special offers. By using our site you can earn Avios on every purchase.
Can I shop at multiple stores on AerClub eStore?
It is easy to shop at multiple shops through the AerClub eStore. However, you must complete your transaction in each store before moving on to the next. As you shop, ensure the AerClub eStore shopping window remains open, as you will need to stay logged in and visit the online shops via eStore to collect Avios.
What cards can I use to pay with when shopping via eStore?
As you pay directly with the online store you've chosen, the payment options differ. In most cases, you'll be able to use any debit or credit card, but please check each retailer's website for more details before making your purchase.
What happens if I return the purchased product, will I lose my Avios?
If you return an item and get a refund, you won't be eligible for Avios on that particular purchase. If you have returned part of your order you will receive the applicable amount of Avios onto your account.
Can I collect Avios on all products and services available through the AerClub eStore?
With most retailers in the AerClub eStore, you can collect Avios on any product; however, some exceptions exist. To see if any products or services are excluded for your chosen retailer, click on the store name or logo on the eStore page of our website and we'll take you to the retailer's terms and conditions, which will show any products or services excluded from the offer. You cannot collect Avios for gift vouchers, gift cards, gift certificates, VAT or delivery charges.
How will my eStore order be shipped?
All stores in the AerClub eStore are responsible for their own shipping policies. To view shipping costs, delivery times and returns policies, please refer to the individual store's website.
Can I collect Avios by shopping online?
Yes. To collect Avios while shopping online, log in to your AerClub account and go to the online shop via our eStore. If you visit a retailer's site directly, without having first logged into the AerClub website and clicked through from our eStore, we'll be unable to track your purchases and won't be able to add your Avios to your account.
Can I collect Avios at shops that aren't on the AerClub eStore page?
You can only collect Avios with online stores listed on our eStore page. Remember, you need to log in and visit the retailer's website via our eStore to collect Avios. We're always adding new online shops to our eStore, so if you can't find the one you want, please check again soon. To see all the stores that are currently available for you to collect Avios from via our eStore, please click here.
How quickly will I get the Avios I collect through the eStore?
Avios collected through eStore retailers are added to your account within 35 days. For hotel bookings, policy, contract or subscriptions, please allow 90 to 120 days after you've completed your stay or policy, contract or subscription start date for you Avios to be awarded. If you don't receive your Avios within 35 days (or 90 to 120 days after you've completed your stay for hotel/travel bookings or policy, contract or subscription start date), please fill in our Missing Avios Form. Just make sure that you're signed into your account. When you have reached your account, you'll see the Missing Avios link on the right hand-side of each click you have mmade.
How long before I'm credited Avios for hotel and travel bookings?
Typically, Avios are awarded 90 to 120 days after you've completed your stay.
How do I collect Avios with eStore?
You need to be logged into your Avios account first and then visit the retailers website via our eStore. You can reach our eStore via the 'Collect' page of our website. Once you've made your purchase, eStore will award your eligible Avios into your account within 35 days.