faq 2 A-Squad Perks

What is A-Squad Perks?

AELLA’s Loyalty Program to reward you for shopping with us. By joining you get automatic benefits including saved checkout information and purchase history. You’ll earn points for purchases, engaging with us via social media, and referring friends. Use points to earn discounts off purchases - the more you collect the more you save.


Who can join?

Anyone with an account is automatically enrolled.


 How do I earn points?

To earn points from purchases, log into your A-Squad perks account prior to purchase. To view other ways to earn points, log into your A-squad Perks account and visit the “Earn Points” tab of the loyalty program panel.


 How do I view my point balance?

Log into your A-Squad perks account to see how many points you have.


How do I redeem my points?

Log into your A-Squad perks account and select the “Redeem Points” tab. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.


Is there a limit to the number of points I can earn?

No. Earn as many as you can!


What do the 'approved', 'pending' and 'cancelled' statuses mean?

**Approved:** These points can be redeemed on rewards immediately

**Pending:** These points are need to be verified before you can redeem them. This typically applies to purchases and referrals. There is a 30-day approval period for points earned from purchases, to account for potential returns. There is also a 30-day approval period when your friend purchases after you refer then, this allows us to account for potential refunds.

**Cancelled:** These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)


What happens if a friend I refer cancels or returns their order?

You only receive points if your friend keeps a portion of or all of their AELLA order. If they cancel or return their entire your pending points will become cancelled and will be removed from your account. This helps us to prevent fraud.


Why did my account balance go down?

You, or someone you referred, cancelled or returned a purchase.


I completed an activity but didn't earn points!

It can sometimes take a few minutes for us to process your activity and provide your points.


Can I use my points during checkout?

Not directly - please redeem your points for a voucher, which can then be applied during checkout.


How do I leave the program?

If you no longer wish to earn points, please contact us at customerservice@aella.co and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.


What happens if I leave and decide to join again?

Just contact us and we'll re-enroll you. However, your point total will begin from zero.


I’ve purchased from AELLA for years. Why doesn’t my points match up to my lifetime spend?

You’ll be rewarded for purchases (minus returns and refunds) made from January 1, 2017 to present.


Can I combine my A-Squad Perks rewards with other promotions?

No. You cannot combine earned A-Squad perks with other promotions. We only allow use of one promotion code per order.


How do I know if I moved up a tier in the A-Squad Perks program?

We keep track of how much you spend with us over time. We’ll send you an email every time you hit a new tier. Expect this email to come appx. 30 days after you qualify to move up, this allows us to account for returns and cancelled orders.


VIP & Elite customers receive shipping credit. What is that?

We charge a flat-rate shipping cost of $5.00 for every order. Each December, VIP & Elite customers will receive the amount they spent on shipping for the calendar year returned to them in the form of AELLA credit.


VIP & Elite customers receive a surprise annual gift. What is that?

We’re happy to gift our most loyal customers with a complimentary gift each year. In order to receive this gift, we must have your mailing address. Please ensure your mailing address is in our system by logging into your A-Squad Perks account, clicking “view addresses” and adding a new address if one is not visible.


Elite customers receive a Seasonal Uniform Box. What is that?

Each season, Elite customers that “opt-in” to receiving our seasonal uniform box will receive a box of our newest styles in their size. They can try on each style, keep what they love, and send back what they don’t. They’ll only get charged for what they keep. Shopping simplified!


To become an Elite member of the squad, you must spend $900 or more with AELLA. If you’re already an Elite customer and want to opt-in to receiving the Seasonal Uniform Box, please text your first & last name + “I want in!” to 866-960-1265 or email customerservice@aella.co


Where can I report a problem or give feedback?

Please contact us via email at customerservice@aella.co.