Why Wasn’t My Discount or Promo Applied?

Quick Answer

If a discount or promo didn't appear at checkout, it's usually worth checking the offer's conditions and your cart before ordering. The most common reasons are that the required items weren't all in the cart, more than one coupon was being used, or the code had an extra space or character.

If you've already placed the order and realized a code was missed, contact us with your order number and the offer details, and we'll work with you to find the best solution.

What should I check before I complete checkout?

Before you finish your order:

Review the promotion terms and make sure the required items are in your cart.
Confirm the discount actually appears in your cart total before paying.
Enter your code in the discount code field, with no extra spaces or characters.
Remember that only one coupon can be used per order - coupons can't be stacked, and they can't be used together with an e-gift card.

If the discount doesn't appear even though everything looks right, contact us before placing the order so we can take a look.

Why didn't a "buy more" style offer apply?

Some offers depend on having the right number of qualifying items in your cart. For example, with a "buy three, get one free" style bonnet offer, four bonnets need to be in the cart, and the least expensive one is deducted automatically at checkout. If the offer isn't showing, check that you've added the full number of qualifying items the promotion requires.

I forgot to add my promo code - what now?

If you completed your purchase and then realized you forgot to apply a code, reach out to us as soon as you notice:

Contact our Customer Care team via live chat or the Contact Us page.
Have your order number and the details of the offer ready so we can verify your purchase and the promotion quickly.
We'll work to find the best possible solution for you.

To avoid missing future offers, you can subscribe to our newsletter or follow us on social media so you hear about new promotions early.

Why does my order show a smaller discount than I expected?

If the discount on your order is smaller than the promotion you had in mind, the difference can come from product eligibility, the promotion's terms, or how the code was applied. We can't always tell from the order alone, so contact us with your order number and a note of which promotion you expected. We'll review the order details directly.

In what situations should I contact Customer Care?

Please reach out if:

A discount didn't apply even though the required items were in your cart
You forgot to add your promo code before completing your order
The discount on your order is smaller than the promotion you expected
A code won't apply and you've already removed extra spaces and used only one coupon
You're unsure which promotion is currently active

When you contact us, include your order number, the code or offer you expected, and a screenshot of the checkout if you have one. You can contact our Customer Care team via live chat or the Contact Us page.