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Please refer to the FAQs below for additional information.

FAQs

Question 1: I haven’t received the points I was expecting, how do I check this?
Answer 1: Here are a few things you can check yourself:
  • Is the product the same weight/size as the product you selected on the My Coupons website?
  • Did you buy the product within the last 10 days? If so, please allow 10 working days for your points to be awarded.
  • Did you buy the items in a Sainsbury’s Supermarket? My Coupons offers are not valid in any Sainsbury’s local stores.
If you still need help you can contact the Sainsbury’s customer Careline.
Question 2: I always have problems when I access the My Coupons website, what can I do?
Answer 2: If you’re having issues accessing the site, try clearing your browsing history and then access the site again. If this doesn’t help, please contact our customer Careline.
Question 3: I am having problems logging into my account, what can I do?
Answer 3: The email address and password field are case sensitive. If this doesn’t help, please contact our customer Careline.
Question 4: Can I use My Coupon offers online?
Answer 4: Yes, you can redeem offers online and in store at all Sainsbury's Supermarkets, except Sainsbury’s locals.
Question 5: What if I want to receive offers for products I haven’t bought before?
Answer 5: There’ll be a range of offers for you to choose from based on products that you’ve purchased before as well as products you haven’t bought before but we think you might like.
Question 6: Can I have different types of offers?
Answer 6: We do a lot of work behind the scenes to make sure we are offering the best deals that will be most relevant to you. If you have any feedback on anything to do with the ‘My Coupons’ site we’d love to hear from you. You can contact us at http://help.sainsburys.co.uk/help/ or use the feedback tool.
Question 7: Why do I get the coupons I do?
Answer 7: We show you coupons we think you might like based on what you usually buy.
Question 8: Can I give my offers to a friend?
Answer 8: No as these offers are attached to your Nectar card only.
Question 9: If there’s another offer on the product, can I use both?
Answer 9: Yes, you’ll get both offers.
Question 10: How long do the offers last once they’re activated on my Nectar card?
Answer 10: Offers have a specific validity date, so you’d need to use the coupon before the offer expires. The expiry date is shown on the coupon online.
Question 11: My Coupons have expired, can I still use them?
Answer 11: We try to make sure we give you plenty of time to use the coupons before the expiry date but we're unable to replace or extend them.
Question 12: My Nectar card’s lost, stolen or damaged. Can I order a replacement?
Answer 12: If you need to replace a lost, stolen or damaged Nectar card or key tag, you can order your new card online here.
If you’re replacing a damaged card or tag, we'll send you a replacement with the same number, from your existing account.
  • If lost or stolen, for your security, your current card number will be disabled as soon as you submit your request. We'll send you a new card number, for your existing account, that you can use online straight away.
  • The new card will arrive within ten days and give you access to all of your points.
Question 13: How will I know points have been credited to my account?
Answer 13: It can take up to 10 days for the points to be added to your account and you’ll get an email to let you know when the points have been added. To check what points have been added, you can also go to www.nectar.com and log into your account.
Nectar points redeemed from Sainsbury’s ‘My Coupons’ will be added to your account within 10 days of redeeming the coupon in store or online.
Question 14: I’m redeeming an offer online. Is the expiry date on the coupon the last day I can place my order, or is it the last day my order can be delivered?
Answer 14: It is applicable to the delivery date.

If you have any further questions please contact the Sainsbury's Careline on
0800 636 262 / 0330 123 1962.

Our opening hours are:
Mon - Fri, 8am - 10pm
Sat, 8am - 7pm
Sun, 10am - 4pm