Welcome to The Care of Carl Passport

Frequently asked questions

• What is The Passport?
  The Passport is Care of Carl’s loyalty programme. Every purchase you make takes you one step closer to new benefits. Based on your annual purchase volume, you are placed in one of our membership tiers.
• How does the store credit work?

  In The Passport, we reward long-term thinking and style-conscious choices. That is why we offer a cashback model that gives you added value – without compromising on quality. After each purchase, you receive a percentage back, based on the value of the items you keep*. Instead of a traditional discount, you receive Passport Store Credits – to use on future purchases of both products and the services we offer. The higher your membership tier in The Passport, the greater your cashback.

  Example: If you shop for €450, and your membership tier at the time of purchase gives you 10% cashback*, you will receive €45 in Passport Store Credits to use the next time you shop with us.

  How it works:

  • For every purchase you make, you receive a percentage of the purchase amount back as Passport Store Credits.
  • Allocated Passport Store Credits are visible on My Pages within 45 days after the completed order, once the return period and return handling time have passed.
  • You choose when to use your Passport Store Credits within their validity period.

  *Cashback is not granted on purchases of sale items, Pre-Owned items or gift cards, or on the part of an order paid for with Passport Store Credits. However, the value of these purchases will still count towards your total purchase volume and can therefore help you move up the membership tiers. The amount counted is based on the value of the items you keep, meaning that any returned items are excluded.

• How did I qualify for my tier in The Passport?

  To become a member of The Passport, you need to have an account with Care of Carl and subscribe to our newsletter. As a new member, you automatically start at our first tier. Once you have completed your first purchase, your tier is updated based on your purchase volume.

  Your membership tier is then calculated daily based on how much you spend – and keep – over a rolling 12-month period. Your tier can be updated at any time during the year. The value of a specific order is included in The Passport tier calculation 30 days after the purchase has been completed. You can find an overview of all membership tiers and their associated benefits under My Pages.

• How long do I keep my tier in The Passport?

  Your membership tier is calculated daily and you can always move up through the tiers. When you reach the next tier based on your purchase volume over a rolling 12-month period, after the return period has expired, you are upgraded automatically. Once you have reached a certain tier, you will keep at least that tier for as long as you remain an active customer with us, meaning at least one purchase every 90 days. If you stop being an active customer, your membership tier will be adjusted to reflect your purchase volume over a rolling 12-month period, after the return period has expired. If you are upgraded, you keep any Passport Store Credits and stamps you may have.

• Is an account the same as a membership in The Passport?

  No. Having an account with Care of Carl means that we save your order history, delivery information and any preferences – but it does not automatically make you a member of The Passport. To activate your membership, you need to update your newsletter settings under “My Account” on My Pages. If you are creating an account for the first time, you can also choose to become a member directly by opting in to newsletters during registration.

• Can I pause or end my membership?

  It is not possible to pause a membership, but you can end it at any time by opting out of newsletters. By doing so, you give up your membership and its associated benefits. Any previously earned Passport Store Credits will remain available for 30 days after your membership has ended.

• Why have I not received my Passport Store Credits even though I placed an order?

  Passport Store Credits are only issued once your order has been paid for and the return period, as well as the time needed to process any returns, has passed. It may therefore take up to 45 days after your purchase before the credits become visible and the cashback is available in your customer account. If you return or make a claim for an item for which you have previously received Passport Store Credits, the corresponding Passport Store Credits will be adjusted within the order case.

• How do I see my Passport tier and how many Passport Store Credits I have?

  Both your current Passport tier and any Passport Store Credits are shown directly on My Pages under “Overview”. Please note that your tier is based on your purchase volume over a rolling 12-month period, after the return period has expired – the more you engage with us, the more benefits you can access.

• What are Passport stamps?

  Within The Passport, you can earn Passport stamps through your orders and by exploring our store. Each Passport stamp is worth a certain number of stamp points, which you can redeem for smaller rewards in the form of products and services in the store.

  Your unlocked and available Passport stamps, as well as your earned and used stamp points, can be found on My Pages under “Stamps and Rewards”. This is also where you can redeem your stamp points for rewards.

  When you redeem your stamp points for a reward, you will receive a personal code sent to the email address registered to your account.

  There is no limit to how many rewards you can redeem, as long as you have enough collected stamp points. When redeemed, the stamp points are used and cannot be returned or exchanged for another reward.

  Your Passport stamps can be collected over time and do not expire in the same way as your Passport Store Credits.

• Fair use of the membership
  We want The Passport to be fair for all members. In the event of suspected misuse, manipulation or behaviour that goes against the purpose of the programme, we reserve the right to review the account and, if necessary, limit or end the membership. Any earned benefits may then be adjusted or removed.
• Validity periods

  All Passport Store Credits have a validity period for use ranging from 180 days up to 730 days. The validity period is set when the Passport Store Credits are issued to you, based on your Passport tier at the time of the order.

  As a Member, your Passport Store Credits are valid for 180 days from the date they are issued. As you move up the membership tiers, you unlock longer validity periods: Bronze gives 365 days, while Silver, Gold and Platinum give 730 days from the date of issue.

  When you move up the membership tiers, the validity period for any previously issued Passport Store Credits is extended to reflect your new, higher membership tier.

  If you choose to leave the programme, the validity period for any Passport Store Credits will be set to 30 days.