How can we help you?
What is My Hunkemöller?
At Hunkemöller, our customers are everything. My Hunkemöller is a points-based loyalty programme by Hunkemöller which in-store, online and app customers can join and become Members. My Hunkemöller is designed to value these Members in a personal and inspiring way and giving them an incredible experience. We reward our Members with discounts, gifts and exclusive services. The more you shop and engage with us, the more points you earn, the higher the level you reach. Each level has new and increasingly more exclusive benefits for you! These include limited edition products, invites to events, discount vouchers, a gift on your birthday, an invitation to the Members pre-sale and many more. Take a look at all the programme's benefits at : https://www.hunkemoller.nl/passionpoints-benefits
We use the information we receive from our Members to better meet the needs of our customers.
Members save Passion Points, which add up to a points balance.
The programme has 4 levels. Your number of points determines your level within the programme. Each level has a start and end balance.
The points balance determines which vouchers you will receive. Members receive Shop credit to the value of €5 and a variety of discount and gift vouchers. If you don't make any purchases within 12 months, you will go down a level and you points balance will be reduced to the number of Passion Points for the end of that level.
How can I create an account for MyHunkemöller?
-To create an account, you click on the bar in the top at 'log in' to go to the registrationpage.
-Do you not yet have an account? Under the header 'I am new' please fill in all the requested fields and accept the conditions.
-You can also register and become a Member via the Hunkemoller app.
Can I also use My Hunkemoller Member Account in other countries?
Yes, you can use your Membercard in other countries and by logging on to your Member account on the websites and apps. You can earn Passion Points and use shop credit and vouchers in shops in other countries and on the associated websites and apps of these countries. Check our store finder to see which countries Hunkemöller operates in. The advantages per level are the same.
I can't log into My Hunkemöller, what do I do?
Can't log in? First check if you have filled in the right email address and/or password. If you get a 'this is email address is not recognised' notification, it means you don't have an account (see also 'How can I make a My Hunkemöller account?').
If you have lost or forgotten your password, click 'Forgotten password?'. You will receive an email from us with a link to where you can change your password.
If you have forgotten the email address you used to create your Member account, please contact our customer service team and provide your Membercard number (see also 'Where can I find my Membercard number?').
How do I change my address?
How do I change my e-mailaddress?
How do I change my password?
How can I delete my account?
If you want to delete, update, transfer or access your personal data, please use the contact form on our website and follow these steps:
- Go to the Contact page on the website or type https://www.hunkemoller.nl/contact into your browser and/or fill in the compulsory fields, including your Membercard number.
- We will get back to your request within 2 working days. We may ask you to provide additional information.
You can also delete your account by clicking on the “Delete” button via the Hunkemoller app.
I would like to receive the Hunkemoller newsletter, what do I need to do?
Click ‘Sign up’ at the bottom right of the page. You can also sign up to the newsletter via your My Hunkemoller Member account. Log in to My Hunkemöller, go to 'My Profile', click 'Modify' and tick 'I would like to receive the latest news about offers, trends, events and personal recommendations from Hunkemöller'.
The newsletter are only sent out with new Hunkemöller sales and offers or contain personal recommendations based on your previous purchases.
- Frequency: 3 to 4 times per week as standard, but this can change based on your behaviour.
- This information includes new sales and offers, inspiration, invitations to events, prize contests and personal recommendations. Members will receive special Member offers.
- If you no longer wish to receive our newsletter, click on the link at the bottom of the newsletter. You can also unsubscribe from the newsletter in your account. Log into your My Hunkemöller account, go to 'My Profile' and click 'Edit', then untick the 'I would like to receive the latest news about offers, trends, events and personal recommendations from Hunkemöller' box.
How long are Passion Points and shop credit valid for?
Your Member account doesn't expire, but your Member Points will expire after 6 years of inactivity on your account.
Passion Points will also expire if you have made no purchases in the last 365 days. You will be moved down to the previous points level (see also 'Can I drop levels?').
What level do Members start at?
How do I know which level I'm on?
On the website and in the app you will be able to see how many points you have, which level you are in and how many points you need to reach the next level. This information will also be included in every newsletter, meaning you will always be up-to-date in terms of your Passion Points status. You will also receive a monthly overview of your available shop credit and vouchers! You can also check your balance in store when you scan your Membercard at the checkout.
How do I go up a level?
My (Passion Points) balance has gone down. How did that happen and what happens next?
1) You have made no purchases at Hunkemöller within 365 days, meaning you will go down 1 level and your points balance will be adjusted to the number of points at the end of that level.
2) You have redeemed your Passion Points for a voucher.
3) You have returned a purchase, with the Passion Points earned from this purchase being deducted from your Member Account
Vouchers that you have earned from reaching a (higher) points balance will be removed from your account due to your lower points balance. The Shop Credit you have acquired will not be affected. If you return a purchase for which Shop Credit was used after dropping a level, this credit will be returned to your account.
Given that vouchers can only be used once, dropping a points level will not entitle you to vouchers available at a lower points balance if you have already received these vouchers.
Can I exchange Passion Points?
I didn't receive Passion Point with my purchase, what to do?
When you do a purchase in store, your Passion Points balance will be updated within 24 hours after your purchase.
When you do a purchase online, your Passion Points balance will be updated after dispatch of your order, this can take a couple of days. You will receive an email about this. It may take one or two days before your Passion Points are credited to your Membercard. If they are still not credited after a few days, please send an email within 30 days after your purchase to our Customer Service email@example.com. Please make sure you mention your Membercard number, the order value and the number of your order/receipt – if purchased in store a copy of your receipt in the email.
If you have earned Passion Points in another way such as via Facebook, please include this in your email as well with a brief summary of the promotion and screenshots if available.
I've forgotten my phone/my phone's battery died/I don't have my Membercard with me but I still want to make a purchase in-store. Will I still be able to earn Passion Points?
I forgot to log in during my transaction but I would like to make a purchase on the Hunkemoller website. Will I still be able to earn Passion Points?
Yes, contact customer service to have your points added to your account.
When do I receive rewards such as Shop Credit and vouchers for the Passion Points I have saved up?
As a My Hunkemöller Member you can earn £5 shop credit at several moments. On other moments you will receive personal vouchers that you can use for discounts or to receive a gift or a reward. Your Passion Points, Vouchers and Shop Credit will be added to your Member account automatically. In store, on the website and in the app you always have a up to date overview of your saved Passion Points, your vouchers and your Shop Credit. You can use your Shop Credit and vouchers in store, in the app or in the webshop. The expiration date of a shop credit & vouchers can be found in the Member account.
How do I use my Shop Credit, discount code or voucher?
Where can I redeem discount codes on the website or in the app?
Are there any conditions for using shop credit, a discount code or a voucher?
You can't redeem multiple vouchers per order. You can only use maximum of 20eu shopcredit per order. You can find all the terms & conditions of a voucher in your account.
How is the return amount determined if I return online and have used my Passion Points discount credit with my order?
When we have received your package, you will receive a return confirmation by e-mail. This can take up to 10 business days. Once you have received this email, you will be refunded within 3 working days. We will pay you back using the same means of payment as you used for the original transaction. You will only be refunded when we have received the returned items.
If you return the entire order, you will receive the entire purchase price including delivery costs (minus the return costs of £1,95). If you return part of the order, you will only be refunded that part (minus the return costs of £1,95). The return costs of £1,95 will be settled per order.
* Return cost will be applicable from January 2023 onwards
If you have used Passion Points and/or Shopcredit: Per item returned, a proportional amount will be loaded back to your (digital) Member card. This can take up to 48 hrs.
If you paid by Hunkemöller Lingeriecard: refunds of your purchase with Gift Card will be refunded to the Gift Card used.
If you paid (partially) with a voucher other than Shopcredit, you will only be able to reuse that voucher if you returned your entire order.
Will I get my Shop Credit back if I return my order in part or in full online or in store and what will happen to my Passion Points?
What happens to my used Shop Credit if I exchange all or part of my order in store and what happens to my Passion Points?
When you exchange an item, the redeemed Shop Credit per returned item will be deducted from the price of the exchanged item and will be included in the price of the new item. Passion Points earned during the order will be deducted from your Member account, while any Passion Points earned from the purchased of the new exchanged item will added back to your account. If you have used a discount voucher that you obtained through redeeming Passion Points, these points will not be returned to you and you will not be able to claim this voucher again. The discount you received per returned item will be deducted from the price of the exchanged item and added to the new item if the discount is still valid.
Will I get my voucher back if I return part/all of my order and what will happen to the Passion Points I redeemed to claim this voucher?
When you return your order in full in one or multiple parts, the vouchers used will be added back to your Member account as soon as the entire order has been returned. Any Passion Points that were redeemed for these vouchers will also be added back to your Member account.
If you do not return the whole order but just one or more items in the order, the vouchers used in your purchased will not be added back to your Member account. Any Passion Points redeemed for these vouchers will not be added back to your Member account.
Vouchers for gifts, services, prize competitions, invitations to events or free delivery will never be added back to your Member account after a full or partial return.