Frequently Asked Questions



Where is the LEGO® VIP Program available?
How can I join the LEGO® VIP Program?
How do I collect points with my LEGO® VIP Card?
How do I redeem my points?
I signed up to the VIP Program (in Store or over the phone), but I haven't received my registration email. What can I do?
How do I check my points balance?
The points from my last purchase aren't showing on my account balance. What should I do?
I used my child's date of birth when creating my LEGO® ID and now I can't register my VIP Card. What should I do?
I tried to register but keep getting an error message. What should I do?
I don't have an email address, how can I join the VIP Program?
What happens if I need to return items?
What if I have lost my LEGO® VIP Card?
Can I use my VIP Card for purchases at LEGOLAND Discovery Centers or LEGOLAND Stores?
Do my points ever expire?
How do I add family members to my LEGO® VIP Membership?
How do I change LEGO® VIP information like my address or email address?
How do I close my LEGO® VIP Account?
Why are points rounded down at the check out and My account history?
 

Where is the LEGO® VIP Program available?

The LEGO® VIP Program is currently available at LEGO.com/shop and in LEGO® Stores in the following countries:
Australia
Austria
Belgium
Canada
Czech Republic
Denmark (not Greenland and the Faeroe Islands)
Finland
Metropolitan France (not DOM-TOM or Monaco)
Germany (not Helgoland)
Hungary
Ireland
Italy (not San Marino)
Luxembourg
Netherlands
New Zealand
Norway
Poland
Portugal
Spain
South Korea
Sweden
Switzerland
the United Kingdom
the United States

 

How can I join the LEGO® VIP Program?

Online – When prompted at the checkout page, you can opt in to participate in the program. Please note you will need to have created a LEGO® ID before proceeding to checkout.

Phone – If you express interest in the VIP Program while on the phone to our friendly Customer Service team, sign up and a card will be sent to you. To complete your registration, you must go online to VIP.LEGO.com and submit your member profile.

LEGO Stores - Visit your nearest LEGO Store and see a LEGO Store Associate to pick up a card. To complete your registration, you must go online to VIP.LEGO.com and submit your member profile. You can find a complete list of LEGO Stores at Stores.LEGO.com

 

How do I collect points with my LEGO® VIP Card?

Points are earned on eligible purchase. Eligible purchases are defined as any service or merchandise available for purchase, excluding gift cards. Points will be earned on purchases made with gift cards at the time the gift card is redeemed. Excluding replacement parts purchased via Consumer Service "Bricks & Pieces".

Online – Having signed up, simply ensure you are shopping while signed in to LEGO® ID. You will automatically earn points once payment is made. Please note: You are earning partial points for your purchases, but these points do not show up in your online confirmation or account history. They will be added to your account and accrue in your points balance.
For example, if the LEGO item is 105 kr, you are earning 10.5 points, but it will appear as if you have only earned 10.

Phone - When you make a purchase over the phone, keep your VIP Card handy so you can quote your 9 digit card number to the advisor taking your order.

LEGO Stores - When you make a purchase at the LEGO Store, hand your VIP Card to the cashier. Your points will be added instantly to your card as a part of your purchase transaction, and then you can view the points you've earned at the bottom of your receipt.

 

How do I redeem my points?

Online – Having signed up, simply ensure you are shopping while signed in to LEGO® ID. During the checkout on the right hand side you’ll be able to select your available rewards from a drop down menu.

Phone - When you make a purchase over the phone, keep your VIP Card handy so you can quote your 9 digits card number to the advisor taking your order and mention how many points you would like to redeem.

LEGO Stores - When you make a purchase at the LEGO Store, hand your VIP Card to the cashier and mention how many points you would like to redeem. Your points will be removed instantly to your card as a part of your purchase transaction, and then you can view the remain balance at the bottom of your receipt.

 

I signed up to the VIP Program (in Store or over the phone), but I haven't received my registration email. What can I do?

To register your VIP Card please click here. You will be required to create a LEGO® ID (free online username) and submit your member profile.

 

How do I check my points balance?

Your points statement will appear at the bottom of your receipt, which will tell you how many points you have earned on that transaction, and what your current total balance is. You can check your total balance by visiting VIP.LEGO.com and selecting the 'My Account' tab.

 

The points from my last purchase aren't showing on my account balance. What should I do?

Please note that points from online or phone orders will only be added to your account at point of payment. This is usually when the product is shipped to you. In addition, for all points earnings, please allow 24 hours from payment for the points to become visible. If you still can't see the appropriate points after this time, please contact the Customer Service team.

 

I used my child's date of birth when creating my LEGO® ID and now I can't register my VIP Card. What should I do?

Please create a new LEGO® ID using your own details and ensure you use the same email address as supplied in stores or over the phone.

 

I tried to register but keep getting an error message. What should I do?

Please ensure that you are using the same email address and name you gave when signing up to the VIP Program and double check that the 9 digit card number is correct. If the problem persists, please contact Customer Service and they can compare spellings of your details.

 

I don't have an email address, how can I join the VIP Program?

We are sorry, but you will need an email address to complete your membership and comply with the program terms and conditions.

 

What happens if I need to return items?

If you return the item with your receipt you can exchange it for another product or refund. We will require your VIP Card details to adjust the balance accordingly. For more information on the LEGO® Group returns policy, please consult your Store receipt or shipment packing slip.

 

What if I have lost my LEGO® VIP Card?

If your card is lost or stolen, please contact a LEGO® Store Associate or Customer Service for a replacement card. The lost card will be deactivated and your points balance will be transferred across to the new card. The LEGO Group is not responsible for any points redeemed on a lost or stolen card.

 

Can I use my VIP Card for purchases at LEGOLAND Discovery Centers or LEGOLAND Stores?

No, unfortunately at this time it is not possible to earn or redeem VIP Points at LEGOLAND Discovery Centers or LEGOLAND Stores. This is due to system incapability.

 

Do my points ever expire?

Yes, all VIP Points expire on December 31st two years after the year in which they were earned. Before this happens, the LEGO® Group will notify you via the email address you provided during registration.
Members that join the VIP Program via a LEGO Store or phone order, and subsequently do not register their card number online within one (1) year of joining the Program, will have their points expire and their point balance reset to zero.

 

How do I add family members to my LEGO® VIP Membership?

If a family member is over 16 years old and resides at the same postal address, you can add them to your LEGO® VIP Account. To do this, your family member must first join up in store and collect their own unique LEGO VIP Card. They can then ask a Store Associate to create a shared membership'. If you already have both cards, you can also create the shared membership by contacting our Customer Service department.

It is important to note that all members within a Shared Membership can earn and redeem points from the same points account. The LEGO Group is not responsible for any points redeemed without shared member approval.

 

How do I change LEGO® VIP information like my address or email address?

If you move, please let us know! You can email our Customer Service department, and include your old address, new address and VIP Card number.

 

How do I close my LEGO® VIP Account?

If you would like to cancel your membership, please email our Customer Service team and include your name, address, LEGO® VIP Card number and reason for cancellation. We will cancel your membership within 7 days of receipt and will confirm your cancellation via email to the address you provided when you registered your card.

 

Why are points rounded down at the check out and My account history? 

You are earning partial points for your purchases, but these points do not show up in your online confirmation or account history. They will be added to your account and accrue in your points balance.
For example, if the LEGO item is 105 kr, you are earning 10.5 points, but it will appear as if you have only earned 10.

If your query has not been answered, please contact our friendly Customer Service team by email, phone or mail.