FAQ

GENERAL QUERIES

1. WHAT IS LIMITLESS EXPERIENCES?

Limitless Experiences is an e-store exclusively for members of ALL - Accor Live Limitless stocked with a wide variety of goods. Goods can be paid for using Rewards points, a combination of Rewards points and credit card, or solely by credit card. Rewards points are earned on all purchases paid for by credit card.

 

2. WHO CAN SPEND REWARDS POINTS ON LIMITLESS EXPERIENCES?

All members of ALL - Accor Live Limitless loyalty programme can use their points in the Limitless Experiences e-store as long as they reside in one of the countries listed in the "delivery zone" drop-down menu. This menu is displayed when first logging onto the site.

 

3. HOW DO I LOG ONTO MY LIMITLESS EXPERIENCES ACCOUNT?

You log on using the same user ID and password as for your Accor account.

 

Your Limitless Experiences account allows you to:

  • • purchase goods from our e-store
    • track your orders
    • create a wishlist
    • save your delivery and billing addresses

 

Your Accor account notably allows you to:

• see how many Rewards points you have used and earnt through Limitless Experiences purchases
• contact the Accor customer care team

 

4. HOW DO I USE MY REWARDS POINTS ON LIMITLESS EXPERIENCES?

a. Log onto your Limitless Experiences account using your membership number of ALL - Accor Live Limitless and password.


b. Select the item(s) you wish to purchase.


c. For each item, decide how much you would like to pay in cash and how much you would like to pay in Rewards points. This can be done on both the search results page and on the product details page. (If you wish to pay 100% cash, click on the button at the top right of the page and select the local currency rather than points).
NB: For Limitless Experiences offers, cash payments are not accepted and bookings must be paid for solely with Rewards points; if you select the local currency rather than points using the button at the top right of the page, the product will no longer be available.


d. Add the item(s) to your basket and complete your order.


e. The Rewards points will be debited from your account. If you have opted to pay by credit card, the sum will be debited as soon as you place your order.


NB: You must have at least 2000 Rewards points to be able to pay with your Rewards points on Limitless Experiences.

The exchange rate is as follows: 2000 Rewards points = 20 EUR.

 

5. CAN I PLACE ORDERS FOR FAMILY MEMBERS OR FRIENDS?

Yes, you can place orders for family members or friends. You can even select a different delivery address when finalising your order, in which case the items you purchase will be sent directly to that address. Please note, however, that the recipient must reside in one of the countries listed in the "delivery zone" drop-down menu. This menu is displayed when first logging onto the site.

 

6. CAN I RETURN OR CANCEL GOODS PURCHASED ON LIMITLESS EXPERIENCES IF I CHANGE MY MIND?

Yes*, under consumer protection regulations you have 14 days in which to return the goods. Your Rewards will then be recredited to your account, and your credit card will also be recredited if it was used to pay for the goods. This will be done within 2 weeks. Delivery charges will not, however, be refunded.

*The right to cancel an order does not apply to Limitless Experiences offers.
Packages are not exchangeable or refundable unless the event is cancelled by the organiser, in which case ALL - Accor Live Limitless will refund the Rewards points used by the Member for the order in question. No financial compensation will be forthcoming if the Package is not used by the Member.

 

7. CAN I EXCHANGE MY UNUSED REWARDS POINTS FOR CASH?

No, unused Rewards points cannot be partially or fully exchanged for cash or for any other form of payment.

 

8. HOW DO I FIND AN ITEM/BRAND ON LIMITLESS EXPERIENCES?

The "search" function can be accessed from anywhere on Limitless Experiences website to search for items/brands. To sort the items/brands by the number of Rewards points needed, use the filter on the top left of the page.

 

9. HOW DO I SWAP REWARDS POINTS FOR GOODS?

a. Start by browsing through the categories or using the search function to find the item you want.
b. Take a look at the product description page by clicking on "view details". Here, you will see the various stages you need to complete in order to place the order.
c. Click on "Add to basket" and complete your order.
d. You will receive an order confirmation email once we have received your order.

 

10. WHO SHOULD I CONTACT IF I HAVE QUESTIONS REGARDING MY ACCOR ACCOUNT OR MY ORDER ON LIMITLESS EXPERIENCES?

For all general queries regarding your Accor account, please contact the Accor customer care team
For all queries related to a current order or an item sold on the Limitless Experiences e-store, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email and on the product information sheet.
For all queries regarding the earning of points, please contact our partner by clicking here.

 

11. HOW CAN I EARN REWARDS POINTS TO SPEND ON THE LIMITLESS EXPERIENCES E-STORE?


Every single Rewards point in your account can be used to purchase goods from the Limitless Experiences e-store. Click here to find out how to earn Rewards points within the framework of the programme.

 

 

SEARCH FUNCTION

1. HOW DO I DISPLAY SEVERAL ITEMS ON THE SAME PAGE?

Once you have searched for items, you can choose how many items are displayed on each page. To view additional items, scroll to the next page by clicking on "next" or by clicking on one of the page numbers displayed at the top and bottom of the page. You can also click on the link next to each item to find out more about that particular product.

 

2. HOW DO I SEARCH FOR ITEMS ACCORDING TO HOW MANY REWARDS POINTS THEY ARE WORTH?

You can restrict the search to products that are worth a specific number of Rewards points, or you can search by brand name using the filter at the left-hand side of any search results page.

 

 

BASKET

1. WHAT IS THE BASKET?

Once you have logged onto Limitless Experiences, each time you select an item on which you wish to spend your Rewards points, the item is added to your basket. 
You can access the basket at any time by clicking on the basket icon, visible at the top of each page.
When you have finished shopping, you can view the contents of your basket to confirm, update or remove the items you have selected and to update the quantities. You can then proceed to complete your order.

 

2. HOW DO I COMPLETE MY ORDER?

a. Click on "Checkout" once you have placed all the items you wish to order into your basket.
b. The postal address associated with your Accor account will be automatically filled in as your delivery address. This address can be updated, but the changes will not be saved for future shipments. If the address we have in our database is a PO Box, please supply another delivery address as we are unable to deliver to PO boxes. Check your order carefully, and once you are happy everything is correct, click on "Place your Order".
c. Once you have placed your order, a confirmation e-mail will be sent to the e-mail address you have provided. Details of all the orders you place on Limitless Experiences can also be found by logging onto your account and going to the "My Orders" section.

 

3. CAN I CALL THE ACCOR CUSTOMER CARE TEAM TO PURCHASE GOODS?

No, all the items that feature on the Limitless Experiences e-store can only be purchased via the Limitless Experiences website.

 

4. WHY DO YOU NEED MY EMAIL ADDRESS?

Your email address will be used to send you updates about your orders. It will not be used for any other purpose.

 

5. WHY DO YOU NEED MY TELEPHONE NUMBER?

Your telephone number may be used to contact you if we have queries about your order or its delivery.

 

6. IS THERE A DELIVERY CHARGE?

The majority of items are eligible for standard delivery at no additional cost. Please note that we only deliver to addresses in the countries listed in the "delivery zone" drop-down menu.

 

 

SHIPPING

1. WHY DOES THE PRICE OF ITEMS CHANGE WHEN I UPDATE MY DELIVERY ADDRESS?

The price you pay includes shipping costs, which vary depending on where the goods will be delivered.

 

2. CAN I HAVE DIFFERENT ITEMS SENT TO DIFFERENT ADDRESSES?

No, each completed order can only be shipped to one address.

 

3. CAN I GET MY ORDER SENT TO A PO BOX?

Unfortunately, we do not deliver to PO boxes. Members who provided a PO Box as their address when registering for the ALL - Accor Live Limitless programme must provide another delivery address when completing their order.

 

4. HOW DO I CHANGE THE PAYMENT METHOD USED FOR EACH ITEM?

You can choose how to pay for an item on the product description page. If you wish to change the display from Rewards points to cash or vice-versa, you can do so using the button located at the top left of the page.
NB: For Limitless Experiences offers, if you select the local currency rather than points using the button at the top right of the page, the product will no longer be available as cash payments are not accepted and bookings must be paid for solely with Rewards points.

 

5. HOW DO I UPDATE MY SHIPPING ADDRESS?

Simply update the shipping or delivery address that appears on the order completion page. Please note, however, that any changes made will not be saved for future orders.

 

6. WILL I HAVE TO SIGN FOR THE DELIVERY?

The delivery details will depend on the type of item you have ordered. You may be asked to sign for the delivery.

 

 

DELIVERY

1. HOW LONG DOES STANDARD DELIVERY TAKE?

a. Your article will be delivered by our partner within a maximum of 4 weeks. Full details of our suppliers' delivery times can be found on the Limitless Experiences website.

 

2. HOW DO YOU CALCULATE YOUR DELIVERY TIMES?

We calculate our delivery times based on the date on which the order is completed. Once your order has been shipped, a link will be displayed on the "My orders" page of your Limitless Experiences account allowing you to track your parcel.

 

3. HOW DO I CANCEL AN ORDER?

All orders are firm once they have been received by Limitless Experiences. Consumer protection legislation applies, giving you 14 days to change your mind and return the item. 

NB: The right to cancel an order does not apply to Limitless Experiences offers.
Packages are not exchangeable or refundable unless the event is cancelled by the organiser, in which case ALL - Accor Live Limitless will refund the Rewards points used by the Member for the order in question. No financial compensation will be forthcoming if the Package is not used by the Member.
Please contact the appropriate retail partner directly for details of how to return the goods, then fill in the cancellation form and send it back to the partner along with the goods. Once the partner has confirmed that the order has been cancelled, your Rewards points will be recredited to your account and any sum paid by credit card will be refunded. This process can take up to 2 weeks. The retail partner's contact details can be found on the order confirmation email and on the product information sheet. 
Go to the "Contact us" page to view the full contact details of Limitless Experiences retail partners and to download the cancellation form.

 

4. WILL MY ITEMS ALL BE SHIPPED TOGETHER?

Your items may be shipped separately by each retail partner. Once your order has been shipped, a link will be displayed on the "My orders" page of your Limitless Experiences account allowing you to track your parcel(s).

 

5. DO YOU OFFER A GIFT WRAP SERVICE?

No, unfortunately we do not currently offer this service.

 

6. WHAT HAPPENS IF I PROVIDE AN INCORRECT DELIVERY ADDRESS?

Prior to completing your order, please ensure you check all the shipping and delivery details very carefully. If you realise you have made a mistake, contact the appropriate retail partner as soon as possible to see if the address can be changed. If you ask for the parcel to be redelivered, an additional fee may be charged.
ALL - Accor Live Limitless and Limitless Experiences cannot be held liable for the non-delivery of goods as a result of a non-valid or incorrect address supplied by a member.  
The retail partner's contact details can be found on the order confirmation email and on the product information sheet. 

 

7. WHAT HAPPENS IF MY GOODS HAVEN'T ARRIVED BY THE ESTIMATED DELIVERY DATE?

Log onto your Limitless Experiences account and go to the "My orders" page where you will find all the delivery details relating to your order. You will also find a link allowing you to track your parcel. If your goods fail to arrive, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email.
The full contact details of all Limitless Experiences' retail partners can also be found on the "Contact us" page.

 

8. WHAT HAPPENS IF I RECEIVE THE WRONG GOODS OR IF AN ITEM IS DAMAGED?

If you receive the wrong goods or if an item is damaged, please contact the appropriate retail partner directly. Their contact details can be found on the order confirmation email. The full contact details of all Limitless Experiences' retail partners can also be found on the "Contact us" page. You can also return the item directly to the retail partner. Your Rewards points will then be recredited to your account within 2 weeks. Delivery charges will not, however, be refunded.