0.1 What is illy Lovers?

illy Lovers is the illycaffè S.p.A. loyalty program that lets you earn points, called “hearts” through purchases made on illy.com.

0.2 What are the levels of the illy Lovers program? What are the benefits of program membership?

illy Lovers has three levels (Explorer, Master and Elite), with increasing benefits as you earn more hearts. The three levels are:

• Explorer: from 0 to 5,999 hearts
• Master: from 6,000 to 11,999 hearts
• Elite: more than 12,000 hearts

Upon joining the illy Lovers program, users will receive:

• 500 welcome hearts;
• A 20% discount on your next purchase from illy.com (not valid for subscription orders);
• Other benefits based on special initiatives.

0.3 How do I earn hearts?

You will earn 10 hearts for every dollar spent (e.g. $1=10 hearts; $1.62=17 hearts). Hearts are calculated based on the amount actually paid, net of any discounts, promotions and delivery costs.Moreover, for every dollar spent on all recurring orders as part of an active Coffee subscription on illy.com, or on buying machines within the IperEspresso system, you will enjoy an even greater return: 1.5 times the standard rate. e.g.: $100 IperEspresso machine = 1,500 points. Points can be spent 15 days after uploading.

0.4 How do I redeem rewards from the catalog?

Rewards can be requested from the catalog when you reach the number of hearts required for each reward. After you select the reward you want in the “Rewards Catalog” section on illy.com or on the illy App, just follow the instructions to complete the request and confirm. The hearts required will be automatically deducted from your balance. If the reward requested is a coupon, it must be used within 7 days of the date on which it was requested. After this point, the coupon will no longer be redeemable, and the points cannot be reclaimed.

0.5 How do I earn hearts by shopping? Are there other ways to earn hearts?

To earn hearts, you simply need to be a member of the illy Lovers program and make a purchase on illy.com.
You must access illy.com using your account, or log in on the website. Once your purchase is complete, your hearts will be automatically credited after 15 days from the date of order confirmation.
The illy Lovers program also allows you to earn hearts through other activities in addition to your purchases, such as:

• Taking questionnaires: earn hearts by completing surveys on your tastes and preferences (up to a maximum of 3 questionnaires per year).
• Birthday bonus: get 250 hearts credited every year on your birthday.
• Special missions: activities available over the course of the year to earn extra hearts.

These additional activities offer more opportunities to earn hearts and climb through the levels of the program more quickly.

0.5 What will happen when switching from the old program to the new one?

The ILLY LOVERS belonging to the old program can join the new illy Lovers.

• Users of the old program will stay at the level they had reached in the old program when it closed.
• Users already signed up to the old illy Lovers program who have an active subscription on illy.com will be automatically upgraded to the next level.
• Users who are not signed up to the old program, but have an active subscription on illy.com, will join at Master level when they register.
• The hearts and benefits earned as part of the old program will expire when the previous program closes.
• Welcome benefits: users will receive a 20% discount code to use on illy.com (not valid for subscription orders) and 500 hearts.

0.6 What special benefits are there for those who already have an active Coffee subscription on illy.com when they join the program?

Members of the illy Lovers program who have an active Coffee subscription enjoy even greater returns: 1.5 times the standard rate. e.g.: $100 IperEspresso machine = 1,500 points.

1.1 What is illy Lovers?

illy Lovers is the illycaffè S.p.A. loyalty program that lets you earn points, called “hearts” through purchases made on illy.com.

1.2 How long does the program last?

Hearts earned as part of the illy Lovers program will be valid from January 28, 2025 to December 31, 2027. You can register purchases and redeem rewards until 23:59:59 on January 31, 2028. After this date, any unused hearts will be deleted.

1.3 What are the levels of the illy Lovers program?

illy Lovers consists of three levels (Explorer, Master, Elite), each with increasingly exclusive benefits as you earn more hearts. The three levels are:

• Explorer: from 0 to 5,999 hearts
• Master: from 6,000 to 11,999 hearts
• Elite: more than 12,000 hearts

1.4 What are the benefits of illy Lovers?

Access to a rich catalog of rewards and other benefits based on the level reached:
Upon joining, new users only will receive:

• • 500 welcome hearts
• • A 20% discount on their next purchase on illy.com
• Explorer:
• • 250 hearts as a gift on your birthday
• • 100 hearts on your one-year anniversary with illy Lovers (only with an active illy subscription)
• Master:
• • 250 hearts as a gift on your birthday
• • 100 hearts on your one-year anniversary with illy Lovers (only with an active illy subscription)
• • 50 bonus hearts for reaching Master level.
• Elite:
• • 250 hearts as a gift on your birthday
• • 100 hearts on your one-year anniversary with illy Lovers (only with an active illy subscription)
• • 100 bonus hearts for reaching Elite level

2.1 How can I join the illy Lovers?

You can join the illy Lovers program through the following link https://www.illy.com/en-us/illy-lovers-loyalty-program or by downloading and accessing the illy App.

2.2 What welcome bonuses will users who join the program enjoy?

Upon joining the illy Lovers program, users will receive:

• • 500 welcome hearts
• • A 20% discount on your next purchase from illy.com (not valid for subscription orders)

2.4 What will happen to those who have an active Coffee subscription on illy.com when they join the program?

Members of the illy Lovers program who have an active Coffee subscription enjoy even greater returns: 1.5 times the standard rate. e.g.: $100 IperEspresso machine = 1,500 points.

2.5 What are the benefits of inviting friends to illy Lovers?

When an invitation to join illy Lovers is accepted by signing up with a member's referral code, both members will recieve a 20% discount to use on illy.com. Go to the dedicated section in My Account and follow the instructions there.
Benefits:

• • For the referring member: 20% discount per person (up to a maximum of 3 people per year) who registers using your code
• • For the newly invited member: 20% discount offered as a welcome to the program

2.6 How can I cancel my membership of the illy Lovers program?

Membership of the illy Lovers program can be cancelled by following the below steps:

• Through the illy App:
  1. Access the “Profile” section
  2. Select "Manage profile"
  3. Click "Delete account"
  4. Select "Cancel membership of illy Lovers"
  5. Confirm the action
• From illy.com:
  1. Access My Account
  2. Click "Edit" in "Personal data"
  3. Select "Delete account"
  4. Click "Cancel membership of illy Lovers"
  5. Confirm the action

The user will receive an email confirming the deletion of the account and the loss of its associated benefits. Effects of cancelling membership:

• All unlocked benefits and earned hearts will be deleted
• It will no longer be possible to earn hearts
• Data related to your use of the program will no longer be accessible

It is possible to re-join at any time, but you will start over from the lowest level (Explorer) with your points balance reset to zero and your prior benefits lost.
Note: Your illy account will remain valid, allowing access to the app and services on illy.com.

2.7 What happens to the hearts I’ve earned if I leave the loyalty program?

If you leave the illy Lovers program, all the hearts you’ve earned will be deleted and can no longer be used.

2.8 What do I do if the welcome discount code doesn’t work?

If your welcome discount code isn’t working, please check that:

• You are using an account registered with the illy Lovers program
• You have not added any extra spaces into the code when entering it
• You have not applied any other promotions to the shopping cart

In the event of any other problems, you can contact customer care at 1-877-469-4559 or by sending an email to customer.service@illy.com

3.1 How do I earn hearts?

You will earn 10 hearts for every dollar spent (e.g. $1=10 hearts; $1.80=18 hearts; $1.62=17 hearts). Hearts are calculated based on the amount actually paid, net of any discounts, promotions and delivery costs. Moreover, for every dollar spent on all recurring orders as part of an active Coffee subscription on illy.com, or on buying machines within the Iperespresso system, you will enjoy an even greater return: 1.5 times the standard rate. e.g.: $100 IperEspresso machine = 1,500 points. Points can be spent 15 days after uploading.

3.2 Do accumulated hearts expire?

There are two types of hearts in the illy Lovers program: Level maintenance hearts (points): this is the sum of all the hearts you’ve earned in the previous 12 months, starting from the date on which you joined the program, whether you have spent them or not. This number will be reset to zero every 12 months, starting from the date on which you joined the program. Level membership lasts for 12 months, starting from the date on which you first joined the Program and every subsequent 12-month anniversary. If a user fails to earn enough points over the 12-month period to remain at the level they have reached (either autonomously or thanks to a specific Level-up granted by illy), the user will be demoted to a lower level, in line with the number of points they have earned over the said period of time. Hearts for requesting rewards (coins): these do not expire, but can be used until the end of the program. After the program ends, any unused hearts will be deleted.

3.3 How do I earn hearts by shopping on illy.com?

Simply register with the illy Lovers program. You must access illy.com using your account, or log in on the website. Once your purchase is complete, your hearts will be automatically credited after 15 days from the date of order confirmation.

3.4 Apart from shopping, what other ways are there of earning hearts in the illy Lovers program?

AThe illy Lovers program also allows you to earn hearts through other activities in addition to your purchases, such as:

• • Taking questionnaires: earn hearts by completing surveys on your tastes and preferences
• • Birthday bonus: get 250 hearts credited every year on your birthday

These additional activities offer more opportunities to earn hearts and climb through the levels of the program.

3.5 How long does it take for the hearts to be credited?

For every purchase on illy.com, hearts will be credited after 15 days from the date of order confirmation.

3.6 What special benefits are there for those who already have an active Coffee subscription on illy.com when they join the program?

For every dollar spent on all recurring orders as part of an active Coffee subscription on illy.com, or on buying machines within the Iperespresso system, you will enjoy an even greater return: 1.5 times the standard rate. e.g.: $100 IperEspresso machine = 1,500 points. Points can be spent 15 days after uploading.

3.7 What happens to my hearts if I make a return?

If returning or cancelling an order, the hearts earned for that purchase will be automatically removed from your balance within 7 working days from completion of the returns process. Moreover, if the hearts have already been used to redeem rewards, illy reserves the right to request the return of the reward claimed without the right to hearts.

3.8 What happens to the hearts at the end of the program?

When the illy Lovers program ends, all unused hearts will be deleted. Hearts must be used before the set deadline, i.e. 23:59:59 on January 31, 2028.

3.9 What do I do if my points are not credited after a purchase?

Hearts will be automatically credited to illy Lovers within 15 days of the order confirmation for purchases from illy.com. In the event that an order is returned or cancelled, the hearts from that purchase will not be credited. If the hearts have not been credited by the end of this period, and the order has not been returned, you can contact illy’s customer care with the order details and proof of purchase.

3.10 What happens with the two types of hearts after a year?

There are two types of hearts in the illy Lovers program: Level maintenance hearts (points): this is the sum of all the hearts you’ve earned in the previous 12 months, starting from the date on which you joined the program, whether you have spent them or not. This number will be reset to zero every 12 months, starting from the date on which you joined the program. Level membership lasts for 12 months, starting from the date on which you first joined the Program and every subsequent 12-month anniversary. If a user fails to earn enough hearts over the 12-month period to remain at the level they have reached (either autonomously or thanks to a specific level-up granted by illy), the user will be demoted to a lower level, in line with the number of points they have earned over the said period of time. Hearts for requesting rewards (coins): these do not expire, but can be used until the end of the program. After the program ends, any unused hearts will be deleted.

4.1 How do I redeem rewards from the catalog?

Rewards can be requested from the catalog when you reach the number of hearts required for each reward. After you select the reward, you want in the “Rewards Catalog” section on illy.com or on the illy App, just follow the instructions to complete the request and confirm. The hearts required will be automatically deducted from your balance. If the reward requested is a coupon, it must be used within 7 days of the date on which it was requested. After this point, the coupon will no longer be usable, and the points cannot be claimed back. Once you have received your coupon reward via email, you have 7 days in which to use it. If you do not use it, the hearts spent cannot be claimed back.

4.2 Can I spend just some of my hearts or do they all need to be spent together?

The system only deducts the number of hearts necessary to request your chosen reward. The remaining hearts will continue to be available for future use until the program ends.

4.3 Is it possible to transfer my hearts to another person?

No, hearts earned as part of the illy Lovers program cannot be transferred to other people. Hearts are personal and exclusive to the account holder.

4.4 What do I do if my reward hasn’t arrived, or has a problem when it arrives?

If a reward hasn’t arrived, or has a problem when it arrives, you can contact illy’s customer care at 1-877-469-4559 or by sending an email to customer.service@illy.com.

4.5 Do the rewards have limited availability?

Yes, the rewards in the illy Lovers program catalog are subject to availability. We recommend checking the up-to-date catalog on illy.com or on the illy App to check the availability of rewards and the Terms and Conditions of the program before proceeding with your request.

5.1 How can I check my hearts balance?

You can check your hearts balance at any time by accessing your personal profile on the illy App or on the website illy.com, inside the section dedicated to the illy Lovers program > Hearts history.

5.2 Why does my hearts balance show two numbers?

You hearts balance is split between: Level maintenance hearts: valid for determining your membership level for 12 months. Hearts for requesting rewards: can be used to claim rewards, valid until the end of the program.

5.3 Will I get a notification if my level changes?

Yes, the illy Lovers program will send you an email any time your level changes, whether you’re moving up to a higher level or falling to a lower one.

6.1 How do I get help with illy Lovers?

If you need assistance, you can contact illy’s customer care at 1-877-469-4559 or by sending an email to customer.service@illy.com.