Welcome to Trouble Club
Thanks so much for supporting Trouble & Fox — we truly couldn’t do it without you!
Trouble Club is our little way of saying thanks for supporting small. Earn points on eligible purchases and unlock rewards along the way 💌
Our loyalty programme works across both our in-store and online platforms, so your points stay together wherever you shop
There are a couple of quirks to getting started, but it's easy once you know your way around. Please have a good read of this page and the FAQs below. Or reach out to us directly for help :)
Earning Points
$1 NZD spend = 1 point
Earn 1 point for every $1 you spend on eligible full-price purchases, either in store or online.*
Read the FAQs further below to learn how to create/login to your account and manage your points and rewards.
Exclusions:
• Points are earned on full-price items only
• Points are not earned on orders where discounts, promotional codes or loyalty rewards are applied
• Shipping costs are excluded from earning points
• Returned items or cancelled orders will automatically deduct points.
Missing Points?
Our system will automatically exclude orders that contain sale items or discount codes. If you’ve purchased a mix of full-price and discounted items, or feel you may be missing points, please reach out — we’re always happy to help and can manually adjust points where needed.
Redeeming Rewards
Trouble Club Rewards
✨ $10 CREDIT ✨ 300 Points To Unlock
Spend $300 to earn 300 loyalty points and get $10 off your next purchase
✨ $30 CREDIT ✨ 600 Points To Unlock
Spend $600 to earn 600 loyalty points and get $30 off your next purchase
🎂 $15 OFF 🎂 for your birthday!
Celebrate your birthday week with a little treat from us.
Receive $15 off orders over $100 during your birthday week.
Note: You must register your birthday online in the Trouble Club portal (at least a few days before your birthday) to be eligible to receive this discount. See more info in the FAQs below.
Want to earn some bonus points?
There are plenty of fun ways to earn a few extra Trouble Club points! They all add up and can help you unlock rewards even faster.
📝 Complete your profile (including your birthday) = 30 points
📲 Follow us on Instagram = 30 points
💙 Like us on Facebook = 30 points
⭐ Leave a product review = 50 points*
👯 Refer a friend = 150 points*
Plus, your friend will receive a discount on their first purchase.
See the FAQs below for instructions on how to complete each of these bonus point activities.
*Terms and conditions apply.
FAQs
Most questions we receive are about logging in or finding points, so we've answered the most common ones below.
How do I join Trouble Club?
Joining is easy — there's no separate sign-up required to start earning points.
Whenever you make an eligible purchase online, you'll automatically begin earning Trouble Club points in the background.
If you shop in store, simply provide your name and email address at checkout and your purchases will be linked to your loyalty account.
To view your points, claim rewards and manage your account online, you'll need to create a Shopify store account with an email address and password.
You can do this:
• during online checkout by selecting Create Account, or
• anytime by opening the ♡ Trouble Club portal (bottom left of our website) and selecting Create Account.
Important: Use the same email address you've used when shopping with us in the past. This connects your existing loyalty points to your online account.
You'll even earn bonus points for completing your profile!
Please note: Joining our email newsletter is different from creating a store account. Newsletter subscribers receive our emails, but this doesn't create a login. If you've shopped with us before, your points may already be accumulating in the background—you'll simply need to create a store account to view and manage them yourself.
Already shopped with us before but never created an account?
Good news! Your points may already be waiting for you. Simply create a store account using the same email address you've previously used in store or online, and your existing eligible Trouble Club points should be there ready for you.
How do I log in or create an account?
1. Click the ♡ Trouble Club launcher in the bottom left corner of our website. (It can take a few moments to appear.)
2. Select Log In if you already have a store account, or 'Create Account' if you're new.
3. You'll be taken to our Shopify account page. Log in using your email address and password, or create a new account using the same email address you've shopped with.
4. Once you're logged in, return to our website (simply click our shop name at the top of the page or visit troubleandfox.co.nz). Your Shopify account confirms your identity, and from there the Trouble Club portal can display your points and rewards.
5. Open the ♡ Trouble Club portal again. You'll now be logged in and able to view your points balance, available rewards, referral links and all the different ways to earn more points.
If you've forgotten your password, simply click 'Forgot Password' on the login page.
You only need to create your store account once. After that, simply log in using the same email address and password whenever you'd like to check your Trouble Club account.
Having trouble? The most common issue is using a different email address than the one you've previously shopped with. Your loyalty points are connected to your email address, so using multiple email addresses will create separate accounts. If you're unsure which email you've used, just get in touch—we're always happy to help.
How do I earn Trouble Club points?
Earn 1 point for every NZD $1 you spend on eligible full-priced items either online or in store.*
Each time you spend, you will receive an email with your updated points balance.
There are also plenty of other fun ways to earn points which you can view under the 'Earn' tab in the Trouble Club portal, such as following us on Instagram, completing your profile or referring friends. These points add up and can be used to redeem rewards.
T&Cs:
- Points can be earned on eligible full-priced items only.
- Points are not earned on purchases where discounts, promotional codes, or loyalty rewards are applied.
- Shipping costs are excluded from earning points.
- Returned items or cancelled orders will automatically deduct points.
How do I check my Trouble Club points balance?
You can check your balance and rewards anytime via the 'Trouble Club' portal.
Your points will be displayed at the top of the Trouble Club portal. The 'Earn' tab shows the different ways you can earn points. The 'Rewards' tab details the available rewards.
Additionally, each time you shop, you will receive an email with your updated loyalty points balance. From here, you can click through to your loyalty profile, where you can manage your account and rewards.
Or alternatively come see us in store, or email us and we can check it for you :)
How do I claim the extra bonus points + register my birthday details?
The bonus points activities need to be to completed via the Trouble Club portal before they can be awarded. Simply following us on social media or adding your birthday elsewhere won't automatically apply the points.
To make sure you receive your bonus points, log in to your Trouble Club account and complete each activity via the Earn tab in the portal.
How to Earn Bonus Points for a Product Review:
- Purchase a product from our store.
- After your order, visit the product page and click "Write a review."
- Submit your honest feedback.
- Once your review is published and verified, you’ll earn loyalty points on your account.
Points are only awarded for published, verified reviews on products you have purchased. Some exclusions or limits may apply.
How to Refer a Friend and Earn Bonus Points:
- Go to the Trouble Club portal and look for the "Refer a friend" option under the Earn tab.
- Click to get your unique referral link. Copy this link or use the quick-share buttons to send it directly via Facebook, Email, WhatsApp, and more.
- Your friend opens the link and signs up to access their special discount for their first purchase.
- After your friend makes their first purchase using their reward, you'll automatically earn your referral bonus points!
Referral points are only awarded when your referred friend is a new customer and completes their first order through your shared link. Some limits and terms may apply.
How to Complete Your Profile, Register Your Birthday & Earn Bonus Points
- Log in to your loyalty account via the Trouble Club Portal.
- Head to the Earn tab — you'll see the ' Complete your profile + register for a birthday treat!' reward listed there.
- Complete your profile details, and enter your date of birth in the field provided.
- That's it! The bonus points will be automatically added to your account.
- Now that you've registered your birthday details, during your birthday week a $15 discount code will be emailed to you. Terms apply.
Why am I missing points?
There are a few reasons why points may not appear on your account:
• Your order included sale items or a discount code
Trouble Club points are only earned on eligible full-price purchases. Orders that include sale items, promotional codes or loyalty reward codes are automatically excluded from earning points. If your order included a mix of full-price and discounted items, please get in touch. We'll happily review your order and manually add any eligible points.
• You've shopped using more than one email address
Your email address is your unique Trouble Club account identifier. If you've used different email addresses (or even a small typo), your points may have been added to a separate account. We can easily merge duplicate accounts for you.
• Your points have expired
Points remain active as long as your Trouble Club account has activity within a 12-month period. If there has been no earning or redeeming activity for more than 12 months, your points will expire.
• Your order was returned or cancelled
Points earned on returned or cancelled purchases are automatically deducted from your balance.
Still think something's not right?
No worries! Just get in touch and we'll happily check your account and manually adjust your points if needed.
How do I use my Trouble Club points to unlock a reward?
In the portal, rewards are shown under the Rewards tab and will appear as either 'locked', 'available to redeem' or 'claimed' depending on your points balance and whether you have already redeemed the reward. Once you claim your reward you will be given a coupon code and instructions on how to use it.
After you've claimed a reward code, you have 60 days to use it in store or online, so don't let it expire!
Once I've 'claimed' a reward, how do I use it?
When you have enough points to unlock a reward, you'll be able to claim it for a unique reward code. You can apply your reward coupon code online at the checkout or bring it in store.
Online: Just copy and paste your unique code into the Discount bar and click 'Apply'.
In store: To use your reward in store, just let one of our staff know at the counter.
Please note, you can only use one reward code per order. Rewards must be used within 60 days of claiming and cannot be combined with other discounts, promotional offers or sale items (discounts can't stack). Reward codes can only be used once and must be used in one transaction.
If you use your coupon code for a purchase less than the full value of the coupon, the balance of the coupon is not able to be used on another purchase.
Do my rewards coupon expire?
Rewards must be used within 60 days of claiming.
Do my points expire?
No and yes. Your points don't expire provided you keep your account active within a 12 month period. For example, if you shopped with us in January but didn't earn or redeem with us again until March the following year, your points will expire as your account was inactive beyond a 12 month period. However if you shop with us a few times in a year then you get to keep all your points and your older points won't expire!
How do I merge a duplicate account if I have shopped using multiple email addresses?
Your email address is your unique Trouble Club account identifier.
If you've shopped with us using different email addresses (or even a small typo in your email address), separate loyalty accounts may have been created.
If you think you're missing points, it's possible some purchases have been linked to a duplicate account.
Just get in touch with us and we'll happily merge your accounts and combine your points for you.
How do I cancel my account?
Just get in touch and we'll remove you. We'll be sad to see you go!
If you want to stay in Trouble Club but not receive emails or notifications, you can update your preferences via the Trouble Club portal.
Please note if you choose to be removed completely, any lost points cannot be applied if you sign up again at a later date.
Help, I still have questions!
Reach out if you have any questions! To contact us directly email hello@troubleandfox.co.nz, chat on our website or via our socials @troubleandfox
Please note that Trouble Club rewards and terms may occasionally change over time as we continue to refine the programme for our customers and small business 💕
Terms and Conditions
• Points can only be earned on full-priced items. Points are not earned on purchases where discounts, promotional codes, or loyalty rewards are applied.
• Shipping costs are excluded from earning points.
• Reward coupon codes can only be redeemed once, must be used within 60 days of claiming and cannot be combined with other sale items, discounts or offers.
• If you return an item, the points earned on that item will be deducted
Trouble & Fox reserves the right to modify the terms and conditions of the Trouble Club rewards program at any time.
If you use your rewards coupon code online for a purchase less than the full value of the coupon, the balance of the coupon is not able to be used on another purchase.
If you return any of the items purchased with a rewards coupon code, the coupon discount or value may be subtracted from the return credit.
The terms of Trouble Club may be modified at any time at the discretion of Trouble & Fox. Changes will be notified to all account holders by way of the email address associated with the account. We will not provide any consideration for benefits gained or lost by these changes.
If our terms are abused, we reserve the right to deactivate your account. We will not be responsible for honouring loyalty rewards or points earned at the time of termination.
Please note that our loyalty program automatically generates emails and on occasion the points balance sent may out of date or incorrectly calculated according to our current terms.
We are not obliged to honour a point balance incorrectly indicated in automatically generated emails and reserve the right to deduct or add points.