Pampers works closely with partners like Empik to ensure your rewards are ready when you are. Occasionally, technical sync delays or specific basket exclusions can prevent a code from applying at checkout, but we have verified steps to help you resolve this quickly. Our goal is to ensure you can enjoy your well-earned savings without any stress.

Note: This guide specifically addresses issues where a generated Empik code is rejected at checkout. It does not cover receiving points from a recent Empik purchase or rewards at other retailers.

Step 1 - Check Your Basket Requirements

• Minimum Spend: Ensure your Empik basket meets any minimum purchase value required by the specific reward (e.g., 50 PLN).

• Eligible Product: Please make sure you read the coupon description and the product you want to choose is not excluded from the offer. 

• Excluded Items: Codes are valid only for "Sold by Empik" products and may not work for third-party marketplace sellers.

• Expiry Date: Double-check the "My Rewards" section in the app to ensure the code hasn't passed its expiration date.

Step 2 - Verify Code Entry

• Copy/Paste: To avoid typos, use the "Copy" button next to the code in the Pampers Club app rather than typing it manually.

• One-Time Use: Remember that each reward code is unique and can only be used for a single transaction. If you previously tried to use it and the order didn't complete, the code might be temporarily "locked" by Empik's system.

Step 3 - Contact Support

• If the code is definitely valid but Empik’s site says "Code Invalid," take a screenshot of the error message and the product you have in the cart.

• Reach out to us using the "Contact Us" button in the website footer below so we can verify the code status with Empik and put things right.

What should I do if my points were taken but I never received an Empik code?

Our technical team monitors to ensure no parent loses out on their hard-earned points. If a system glitch prevents your Empik voucher from appearing, we will work to restore your balance so you can try again.

• Wait 15 Minutes: Sometimes there is a slight delay between the app and the voucher generator.

• Check History: Look in your "Transaction History" within the app; if the points are deducted but no reward is listed, this confirms a technical error.

• Report the Issue: Use the "Contact Us" button below and so our team can prioritise your request.