LAVENDER MEMBERSHIP OVERVIEW
FAQ
What is the Lavender Membership? How do I sign up?
Lavender Membership is designed to reward our valued customers with a range of benefits, including exclusive discounts, rewards, and etc.
Signing up is easy through two simple ways:
1) Simply scan the QR code displayed at Lavender outlets in Malaysia.
2) Visit our official Lavender website and click on the "Sign Up" button to join.
What benefits do I get from being a Lavender member?
How long does it take to activate my Lavender Membership?
After entering your phone number or email for verification, you will receive an OTP (One-Time Password) via SMS or email.
Enter the OTP to activate your account immediately and unlock all the program's benefits.
Are there any enrolment fees for the Lavender Membership?
There are absolutely no enrolment fees associated with Lavender Membership. In fact, as a token of our appreciation for joining, you will receive a RM5 welcome gift voucher upon signing up for the first time. This voucher can be redeemed with a minimum spend of RM50.
Does my membership ever expire?
Your Lavender Membership does not have an expiration date unless you choose to cancel your subscription. We are committed to ensuring you continue to enjoy the benefits for as long as you are with us.
Is Lavender Membership applicable in other countries, like Singapore?
Currently, Lavender Membership is exclusively available in Malaysia. However, we are actively working towards extending the program to our customers in Singapore. Stay tuned for updates on its availability.
LAVENDER MEMBERSHIP OPERATION
What should I do if I have forgotten my username and password?
WebApp: OTP generated every single time.
Online Order: Click on the "Forgot Password" link to reset your password using your profile information.
What should I do if I provided details to cashier such as phone number registered with Lavender Membership during the payment process, but the points have not been recorded?
Drop a message to “Chat” button below with the details of the following:
- Name
- Contact number (registered with Lavender membership account)
- Email address (registered with Lavender membership account)
- Receipt
- Photo/ screenshot of “Transaction History”
Our team will take further action to ensure your points are properly credited within 3 working days.
How do I edit/ update my personal information?
To edit/ update your personal information:
Step 1: Log in to your Lavender Membership account.
Step 2: Click on "Account" > "Personal Details" to access and update your latest information.
How do I share feedback or ask for help with the Lavender Membership?
We encourage you to share your feedback or concerns via “Chat” button below with the details of the following:
- Name
- Contact number (registered with Lavender membership account)
- Email address
Your input is invaluable to us and help to improve our program.
How do I cancel my Lavender Membership?
Please send an email to customercare@lavendergroup.com.my requesting membership cancellation. Our team will assist you with the process. We hope we can understand what led you to decide to cancel your subscription, and we are to finding better solutions to enhance our products and services.
Can I have multiple accounts under the same name or email address?
Currently, our system allows only one account to be registered per phone number or email address.
LAVENDER POINT
What is a Lavender Point? How does it work?
Lavender points form the core of the Lavender Membership program. Your spending accumulates as points in Lavender Membership. With each transaction, the accumulated amount is converted to Lavender Points through a rounding-down mechanism. Collected points can be redeemed for vouchers/ products. You are advised to redeem your points during their validity period.
I forgot to collect points when I made purchase. Can I still add points to my membership?
Thank you for your purchase! Unfortunately, we are unable to add points manually to a membership account because the points earned are based on the transaction.
Please provide phone number associated with the membership account or present the QR code in the 'web app' to the cashier at the time of purchase. The points will be credited automatically upon payment received and the amount will be displayed on top of your receipt.
How do points expire?
Starting from 1st November 2024, all points earned within the same month will expire on the 1st day of the following month, after a 6-month period.
Example (Points earned on or after 1st November 2024):
If you earn:
100 points on 1st November 2024, and 100 points on 20th November 2024, these 200 points will expire together on 1st June 2025.
For members with existing points (points earned between 1st May 2024 and 31st October 2024), these points will follow the new expiration rules.
Example (Points earned between 1st May 2024 and 31st October 2024):
If you earn:
100 points on 1st Sep 2024, and 100 points on 20th Sep 2024, these 200 points will expire together on 1st April 2025.
What happen if I do not meet the spending requirement for my current tier?
If you fall short of the spending requirement for your current tier, your tier will be automatically downgraded. For instance, if your current tier is Gold, you will be moved down to the Silver tier.
How do I keep track of my points and their expiration date?
To monitor your points and their expiration date, you may log in to your Lavender Membership account. The points and its expiry date will be displayed below of your member card.
The points will expire on the 1st day of the following month, after a 6-month period.
Can I earn Lavender points through online and offline purchases?
Yes, both online and offline purchases contribute to earning Lavender points, providing you with flexibility in how you accumulate points.
Can I earn Lavender points on purchase of all items?
Certainly, all items purchased are eligible for earning Lavender points, helping you accrue rewards across a wide range of products.
Can I earn Lavender points for purchases made through other platforms, like Grabmart?
Unfortunately, purchases made through third-party platforms, such as Grabmart, are not eligible for earning Lavender points.
Can I use my Lavender points for cashback?
Unfortunately, Lavender points cannot be used for cashback. They are intended for voucher redemption.
Are pre-orders entitled to point accumulation? When will my points be released?
Yes, pre-orders are entitled to point accumulation, allowing you to earn points even for future purchases. Points will be credited to your account upon payment received.
Will my tier be downgraded if I use my points?
No, utilizing your Lavender points will not impact your tier. Your tier remains based on your
spending.
Are redeemed Lavender points returnable or refundable?
Unfortunately, once Lavender points have been redeemed, they cannot be returned or refunded.
Are there any limitations on when and where I can redeem my points?
It's recommended to redeem your points before their expiration date. You can use the redeemed vouchers at any Lavender outlets in Malaysia.
Are there any restrictions on transferring points to another account?
Lavender points cannot be transferred to another account. They are tied to the account they were earned on.
Do sales tax and delivery fees contribute to point accumulation?
Sales tax and cash vouchers do not contribute to point accumulation, while delivery fees do count towards earning points.
Please note that when you apply a cash voucher to your purchase, the final price will be calculated after deducting the voucher amount. This means that your points are earned based on the amount you actually pay after applying the cash voucher, ensuring you receive points for your net spending.
LAVENDER REWARD REDEMPTION
What is Lavender Reward? What are the terms & conditions?
Lavender reward is a special offering designed to provide various benefits, including products and cash vouchers to our valued and loyal customer. As a participant in this membership, when you gather a specified amount of Lavender points, you are entitled to redeem rewards through Lavender reward page.
Note: Cash & product voucher both have a validity of 30 days. Kindly utilize them by visiting a Lavender outlet within this time frame. Once the voucher has expired, it will not be eligible for a refund or any form of compensation.
Once I have claimed my reward, can I redeem it for both online and offline purchases?
Unfortunately, your claimed reward can only be redeemed for offline purchases, which you can use at any Lavender outlets in Malaysia.
How do I claim and redeem the rewards?
To claim and redeem the rewards:
Step 1: Open your Lavender Membership web app
Step 2: Go to "Rewards" > "Discover"
Step 3: Select the item and click "Claim"
Note: Please read the reward details carefully, as claim cannot be reversed.
Step 4: Present the rewards to the cashier in-store during your visit
If I have accumulated a few rewards, can I redeem all of them at once?
Absolutely, you can combine all your earned rewards and redeem them all at once.
Note: To facilitate a smooth and hassle-free redemption process, please remember to bring along the desired products to the cashier.
Are there any restrictions on transferring rewards to another account?
Unfortunately, Lavender rewards, including cash vouchers, cannot be transferred to another account. They are tied exclusively to the account on which they were earned.
Are there any restrictions on reward redemption, such as a minimum spending requirement?
There is no minimum spending requirement to redeem your rewards. You can use your accumulated Lavender points to claim rewards without needing to meet a specific spending threshold.
Can I use my Lavender rewards for cashback?
Unfortunately, Lavender reward cannot be used for cashback. They are intended solely the purpose of reward redemption.
LAVENDER BIRTHDAY PRIVILEGE
What birthday privilege am I entitled to? What are the terms & conditions?
As part of our birthday privilege, you will receive a birthday voucher during your birthday month. The voucher amount is corresponding to your tier. Please refer to the benefits chart for specific details related to your birthday voucher.
The birthday voucher offers a discount on whole cakes & 7"x7" Lapis. It is valid for 24 hours after being claimed and can be redeemed once during your birthday month. Please note that the voucher is non-transferable and cannot be exchanged for cash.
What should I do if I did not receive any birthday voucher during my birthday month?
Every Lavender member is entitled to receive a birthday voucher during their birthday month. If you have not received your birthday voucher, please take a screenshot of “Reward" > "Discover Page” and “Account” that show your birthdate and email it to customercare@lavendergroup.com.my. Our technical team will provide further assistance.
When will I receive my birthday voucher?
Your birthday voucher will be available for redemption starting from the first day of your birthday month.
What to do if I’ve registered a wrong birthdate in my Lavender Membership?
If you have mistakenly registered an incorrect birthday, please promptly email to customercare@lavendergroup.com.my. Our technical team will be glad to assist you in rectifying this issue.
How will I be notified of my birthday voucher?
You will receive a SMS notification during your birthday month, informing you about your available birthday voucher.
How frequently can I use my birthday voucher?
Your birthday voucher can be utilized for a single purchase during your birthday month.
Is there any minimum spending required to redeem the birthday voucher?
There's no minimum spending requirement to use the birthday voucher. However, it is a dedicated discount for whole cakes, which means you would need to purchase whole cake & 7" x 7" Lapis to enjoy the discount on using the voucher.
Is my birthday voucher applicable to all items regardless online or offline purchases?
Unfortunately, your birthday voucher is only applicable for offline purchases, which you can use at any Lavender outlets.
LAVENDER L. Café
What is L. Café? How does it relate to Lavender Membership?
L. Café is a self-service café offering a variety of hot and cold beverages where you can enjoy it with a pastry or a slice cake. As part of our exclusive benefits, Lavender members can enjoy special discount when they make purchases at L. Café. The discount is only applicable for item from L. Café and not from the Lavender outlet.
The exact discount you entitle is determined by your tier, which is outlined in the benefits chart.
How do I apply L. Café discount when making a purchase?
Present the barcode from your Lavender Membership to the cashier. The discount will be automatically applied based on your corresponding tier.
Can I earn points at L. Café even if I'm using L. Café discount?
Certainly, your transaction at L. Café will continue to contribute towards earning points within Lavender Membership, even when you are using the L. Café discount.
Are L Café discounts applicable to all items on the menu?
Yes, L. Café discount is applicable to all items listed on the menu having at L. Café, offering you a great way to enjoy a variety of offerings at a reduced price.
Are there any restrictions on the number of times I can use L. Café discount?
Currently, there are no restrictions on the number of times that Lavender member can use L. Café discount. Feel free to visit L. Café as frequently as you would like to make the most of this benefit.
Can I combine L. Café discounts with other ongoing promotions?
Yes, you have the flexibility to combine your L. Café discount with other ongoing promotions that may be available at the time, maximizing your savings.
Can I combine L. Café discounts, birthday voucher with other ongoing promotions?
Unfortunately, your birthday voucher cannot be combined with L. Café discount as birthday voucher is exclusively redeemable at Lavender outlets.
Is L. Café discount available for both dine-in and takeout orders?
Absolutely, L. Café is applicable for both dine-in and takeout orders. This flexibility allows you to enjoy L. Café discount regardless how you prefer to enjoy L. Café offerings.