App FAQ
GENERAL & POINTS
Do you have an app?
We do! Our Ole & Steen app is available for both Apple and Android. For more information on our loyalty scheme and how to download our app, click here.
What are the benefits of the O&S app?
There are so many! Here are some of the key benefits:
- Earn loyalty points from every visit (5 points rewarded for every $1 spent) and track them in the app
- 400 points upon registration
- Achievable tiered redemptions, starting from 200 points all the way up to 6,000
- Be rewarded with bespoke vouchers for products which we know you’ll love based on your purchasing history
- Gifting: Gift a sweet treat to someone you know by selecting a product and sending it to another app user’s account (feature coming soon)
- Pay via the app at the register
- Store check-in
- Click & Collect ordering
- Other benefits: Collect your receipts in one place, browse the full menu, view recommended products on the home screen, find the nearest store and hear the latest news.
How many points do I receive when I shop?
For every $1 you spend, you’ll receive 5 points -- valid in store (eat in or takeaway) or via Click & Collect.
Are there any other ways to earn points?
Click & Collect – earn 5 points each time you use this service through September 30th
Pay via App - earn 5 points each time you use this service through September 30th
Do I start collecting points right away?
Yes! You will start collecting points right away. If you download the app while making a first purchase, your points will take up to seven days to load onto the app as they process through our system.
I didn’t receive my points. Where are they?
We’re sorry you didn’t receive your points. Don’t worry! You can contact contact@oleandsteen.us and we will help add your points.
What do I do if I didn’t earn points when I used my smart phone to pay?
See above.
Who do I contact if I have a problem with points?
If you have a problem, please contact our customer support via contact@oleandsteen.us
I had a poor app experience in one of your stores – who do I contact?
Please reach out to contact@oleandsteen.us with as much information as possible and/or screenshots and we’ll do our best to help.
The app isn’t loading – how do I fix this?
If you have a problem, please contact our customer support via contact@oleandsteen.us
Can I order O&S delivery via the app?
At the moment, delivery is only available at Ole & Steen via third party services and not our own app.
Can I earn points and rewards on third party delivery orders?
Unfortunately, customers using Doordash, Caviar, Grubhub, etc. are unable to redeem points.
I have a new phone number – how do I transfer my app points across?
Please contact@oleandsteen.us who can organize this for you.
Can I send a gift via the app?
Soon you will be able to gift other O&S app users via the app. Check back for more details soon.
Can I send a gift to someone in Denmark or the USA via the app?
At the moment, this isn’t an option but it’s something we are working on. Check back for more details soon.
My receipt didn’t go into the app – where is it?
Please contact contact@oleandsteen.us who can look into this for you.
How many points do I get for downloading the app?
You’ll receive 400 points when you download our app – that’s a slice of Cinnamon Social™ or a Danish pastry – on us!
PAYMENT & REFUNDS
Can I pay with Apple/Google pay and still collect points?
You can! Simply connect your mobile device to your app when in store. Our team can help you do this and you’ll start collecting points every time you use your phone to pay. But don’t forget, you can pay through the app too, which is great for when you don’t have mobile payment set up and you’ve forgotten your card!
I couldn’t redeem a voucher in store – what do I do?
Please email contact@oleandsteen.us so we can resolve this for you.
I had a poor experience in store with the app – can I get a refund?
Please email contact@oleandsteen.us so we can resolve this for you.
Can I change my bank card details on the app?
You can! Simply remove your card and add your new card details.
Can I have multiple payment cards on the app?
Of course, you can add multiple payment cards and multiple smart phone payment methods to your in-app wallet. Head to the ‘More’ page of the app to manage your payment methods.
What do you do with my card details – why do you need them?
When you download our app, you will be asked to add you payment card to your “My Profile” section. We ask you to input your card details and these are stored on our behalf by a 3rd party to keep these safe. Why? We do this in order to recognize when you make a payment with your bank card or Apple/Google Pay device. By having your card details, we’re able to identify your app profile, every time you pay. This means that we can identify how many points you have when you pay and you’ll earn points automatically, without having to open the O&S app.
CLICK & COLLECT
Can I edit my C&C order?
Once your order is submitted, you are unable to edit it.
Can I cancel my C&C order?
Unfortunately, once you have submitted your order, you cannot cancel it in the app.
Can I get a refund for my C&C order via the app?
Please email contact@oleandsteen.us so we can resolve this for you.
I had a missing item in my C&C order – what do I do?
Please email contact@oleandsteen.us so we can resolve this for you.
I ordered an item via C&C and it wasn’t available when I went to pick it up. What do I do?
The team will offer you an alternative item of the same value. Alternatively, the team on shift will cancel your order and we can place it again without the out-of-stock item.
What is the amount you have taken from my card when I placed a C&C order?
In order to check your card details are correct, when you place a Click & Collect order through our app, a token amount may show as a pending transaction in your online banking. This is done for verification but rest-assured, we won’t ever debit your account for this transaction. Instead, the transaction will disappear from your pending transactions online – usually in around 10 working days.
How far in advance can I order C&C?
Between 10 minutes and six days in advance. Celebration cakes must be placed 48+ hours in advance so we can custom prepare them at our bakery.
I’ve placed an order via C&C. The money has come out of my account. Where’s my order confirmation and/or receipt?
All of your past and upcoming orders will be in “My Receipts” which you can find in your profile under the “More” button in the app.