Koins Frequently Asked Questions
Q. How long are my Koins valid?
A. You can check the expiry date of the Koins you’ve earned by visiting ‘My Koins and Rewards’ for further information and guidance
Koins earned through transactions will expire 90 days from the date they are awarded. Koins earned through promotional campaigns are subject to the terms and conditions of the relevant promotion. The exact expiry date for all Koins can be viewed in the Rewards section of your account.
Q. How about the Koins I have accrued the past years?
A. If you feel you should have more Koins accrued than are showing in your account, please email your enquiry to our customer support team.
Q. I have an account, but on some transactions I checked out as a guest, can I get those Koins linked to my account?
A. Unfortunately not, our Koins are only applicable to Account related transactions, please ensure you sign in, or sign up to benefit from the rewards scheme.
Q.What if I have two accounts with different emails, can I combine the Koins?
A. Linking or transferring Koins is not allowed, please refer to the terms and conditions for further information and guidance.
Q. If I have completed all the badges, do I start from the beginning again?
A. Nobody gives the ending away to a game, this is a surprise, keep collecting
Q. Why was I not awarded Koins for my purchase?
A. There could be a number of reasons for this, please refer to the terms and conditions to ensure you meet the criteria including waiting up to 10 days for Koins to appear in your account. If you need further assistance please contact customer support.
Q. I used Koins for my purchase, I need a refund as the code is not working/ not delivered, will the Koins used be put back into my account?
A. Absolutely, any refunds for purchases made with Koins will be allocated back to your account.
Q. Can the Koins be used together with another promo – i.e. Paypal discount?
A. You will be pleased to know that your Koins can be used in conjunction with our discount offers, please refer to the terms and conditions regarding maximum spend allowances.
Q. I’m trying to make a purchase with all of my Koins but it won’t allow me, is something wrong?
A. A maximum of up to 50% of the value of the order can be redeemed with Koins. The remainder will be charged to your chosen payment method.
Q. What happens to my Koins if I close my account, will I get a refund?
A. You can cancel/delete your Loaded account at any time by clicking on the Delete Account button within the account page. You will not receive a refund for any Koins value. Koins are a loyalty program and hold no monetary value.
