If you've got a question, you should find the answer here. Just click on the one you want. You can see the full Members Shop Terms & Conditions by clicking here.
If you still can't find what you're looking for, please contact us.

How can I find out how many points I have?
Where can I spend my points?
How can I spend my points?
How do I pay for my deals?
Can I buy a deal if I don't have enough points?
Can I still buy things in the Members Shop if I've chosen not to earn points?
Will my points expire if I don't spend them within a certain time?
Can additional cardholders use the Members Shop?
How can I find a particular offer?
Will the same things always be available?
Please can you send me a brochure?
How do I find out about special offers?
How can I find information about a company?
How can I check up on my order?
How long will it take for my order to arrive?
What happens if I change my mind?
What happens if you've run out of stock?
What do I do if I'm not happy with my purchase or the goods are faulty?
Please can you send my order to another address?
Please can you update my address details?
What are the Members Shop opening hours?
How safe are my card details?
How do I register with the Members Shop?
What do I do if I've forgotten my Members Shop password?
What do I do if I've forgotten my Members Shop username?
What makes a good password?
How can I update my email address?
How can I update my mobile number?
If I decide later that I do/don't want to be contacted, what do I do?

You can see how many points you currently have to spend by logging onto the Members Shop website or by giving us a call. We'll also tell you on your monthly credit card statement. If you'd like a more detailed breakdown, click 'My account', then 'My points' on the website.

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You can spend the points shown as 'available to spend' any time you like.

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You can spend the points you've collected on any deals that give you the option of paying by points or a combination of cash and points. If an item is cash only then you won't be able to use points to pay for it, in part or full. Cash payments can only be made using your Virgin Credit Card.

If you decide to buy an item, we'll take the points from your account and/or charge your Virgin Credit Card. If you don't want to place your order online, you can also order by phone. Contact us for more details.

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There are three ways to pay for deals in the Members Shop. The payment options you can use will depend on your card set-up and the type of offer. You can pay for some offers with cash and/or points, some with points only, and some with cash only. Here's how each one works:

Cash and/or Points: You can choose to pay for this item by cash only, points only, or if you don't have enough points but you'd like to take up the offer, you can pay with a combination of points plus a cash payment from your Virgin Credit Card.

Points Only: You can only buy this item using the points you've collected.

Cash Only: You can only buy this item by making a cash payment using your Virgin Credit Card. If an item is cash only then you won't be able to use points to pay for it, in part or in full.

If you decide to buy an item, we'll automatically deduct the points from your Members Shop account and/ or charge your Virgin Credit Card, depending on the payment method you chose. We don't accept cash payments from any other credit or debit cards. We don't accept Virgin Credit Card cheques as cash payments either, because these incur a cash-handling fee making it more expensive for you to buy this way.

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It depends on what you've chosen, but some deals give you the option of paying by a combination of cash and points, or cash only. If you don't have enough points for a particular deal, you can ask us to add your points to someone else's and get it between you.

Just as long as they have a Virgin Credit Card, let us know and we'll take the points off your account and add them to theirs.

They can then buy whatever it is, whether with points only or cash and points combined. And you can enjoy that offer together!

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Many deals offer a cash payment option - check the details of the deal you're interested in.

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No. The points you earn are available for you to spend from the date they are credited to your account - there's no expiry date.

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Additional cardholders can purchase deals using their Virgin Credit Card. Points purchases will require main cardholder authorisation.

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To find a particular type of offer, you'll need to choose the appropriate category from the side panel. This will display a page showing all the sub-categories. Just click on the 'more info' button for the sub-category you want, and the first page of offers in that category will be displayed. To see the next page, just click on the next page number, which you'll find at the bottom of the screen. To view more details about an offer, click on 'more info'.

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Some stuff will be available pretty much all the time, and some will be offered for a limited time only or have limited stock. For limited deals, the 'offer ends' date or the number of items still available will be displayed on your shopping basket screen.

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Unfortunately we're unable to send you a brochure as the deals are constantly updated. To get information on the latest deals you can visit the Members Shop homepage. This can be found www.virginmoney.com/members-shop

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You'll find a selection of our hottest deals on the Members Shop homepage, and we'll show you some of our new and exciting offers in the 'What's Hot' area. This can be found at www.virginmoney.com/whatshot

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To get information on one of the companies featured in the Members Shop, you can bring up a company profile by clicking on the company logo wherever you see it.

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Once you've confirmed your order, we'll pass all the details onto the relevant company. You can then check your order details by going to 'My account'.

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Your order should land on your doorstep within 7-10 working days however, some items may take longer.

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If you decide you no longer want the items you've ordered, call us on 08456 10 2000 with your order number (you'll find all your order details in 'My account') and we'll let you know what you need to do. Some items may not be returnable - we'll let you know if this is the case when you call.

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We'll do our best to remove offers from the Members Shop as soon as stock runs out. If you do happen to order something and it turns out it's not in stock we'll contact you as soon as possible. If there are any other options available we'll let you know, otherwise we'll refund your points and/or payment.

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For holidays and travel offers, please contact the company you booked with. If you're unhappy with any other order or your goods are damaged, the returns policy of the company who made the offer will apply. Some products are non-refundable and this will be stated in the terms of the offer. You should receive information on how to return things with your order, or you can get in touch with us by phone. Click here for more details. Your statutory rights are not affected.

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We're unable to send your order to another address. To ensure you're protected against possible fraud, we will only deliver to the main cardholder's UK address.

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To update your address details, you will need to speak to a member of our credit card team. Please call 0800 096 9919 and they will be happy to help.

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We're open Monday to Friday, 9am to 5.30pm.

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We do everything we can to keep your card details as secure as possible. When we receive your order we'll identify you from the Members shop security details and match these up with your Virgin Credit Card details. We'll then debit the payment from your card and pay it to the appropriate company.

If you want to take up a holiday or travel offer, you may need to contact the company direct (the number will be given with the offer). Once you've sorted out the deal you want, they'll ask you for your Virgin Credit Card details and debit the payment direct from your card.

Don't forget, your Virgin Credit Card also carries a fraud guarantee, so if you tell us your card is lost or stolen and someone goes on a spending spree with it, you won't have to foot the bill.

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To register, go online at www.virginmoney.com. Once in the shop, click on 'Register' and enter your Virgin Credit Card number and postcode. The system will now ask you to create a username and password.

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If you've forgotten your password, you'll find a 'Forgotten your password?' tab at the top of the Members Shop log on screen. Alternatively, you can call us on 08456 10 2000 (Monday –Friday 9am to 5.30pm) and we'll reset your security for you, which will enable you to re-register.

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If you've forgotten your Members Shop user name, you'll find a 'Forgotten your user name?' tab at the top of the Members Shop log on screen. Alternatively, you can call us on 08456 10 2000 (Monday –Friday 9am to 5.30pm) and we'll reset your security for you, which will enable you to re-register.

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Choose something that you'll remember, so you don't have to write it down. For the Members Shop, it has to be at least six characters long, and can be made up of letters, numbers or punctuation marks. (We've found using a combination makes it more difficult for someone to guess.)

It is case sensitive though, so if you use any capital letters you'll need to type it in exactly the same way every time. If you choose a password that could easily be guessed, like your name, we'll ask you to choose something more secure.

Ideas for creating a password
Take a saying familiar to you and use the first letters of the words. For example, 'my dog digs holes in the garden' becomes 'mddhitg'. For extra security add in numbers or punctuation marks, e.g. 'md!dh2itg'.

Choose two short words and link them with a punctuation mark, for example, 'wot?isit'.

Mis-spelling words in a password also helps make it harder to guess.

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Just click here.

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Just click here.

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Just call the Members Shop on 08456 10 2000.

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