Troubleshooting

I ordered multiple products, but only received one review request?

Review requests are sent out per product, so if you have placed multiple product orders you will receive your requests for a review over a few days, not all at once. They are set to be sent with a 3-4 day delay between each product request. You will only receive one review request per product type, so if you have ordered 2x CloudTouch Blankets, then you will only be asked to review once.

I've placed more than one order, but not received a review request for one (or more) of them?

If you have placed multiple orders including the same product types (i.e. Changing Robes), then you will only receive one review request per product type.

I can’t work out where to redeem my point?

Loyalty & Reward Points are redeemable in the checkout section of the website. Make sure you are logged into the right email account and shopping in the right region, and then when you go to pay for your order you should be able to select the points you’d like to redeem (in batches of 100) from the dropdown menu.

If you cannot see your points in this section then please send an email to [email protected] including: a screenshot of what you can see, which device you are accessing the page on, which region you are shopping in and which email address you are logged in with. This will allow us to deal with the issue as quickly as possible. If you are in a rush to purchase and are certain you have the points, then please make the purchase and we will work out a refund with you for any points you were due.

Why didn’t I earn points on my purchase?

Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact us at [email protected] to help apply your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

You should also check that you are using the same email address and region to login to your account and make your purchase. If you make a purchase on VOITED.DE for instance, you cannot redeem those points on VOITED.EU.

I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?

Yes! You work hard to earn points and we want you to feel confident that all of your points are right where they should be in your account!

The first thing to note is that there may be a delay in our systems communication and points could take anywhere from minutes to several hours to appear in your account.

Please also note that points for photo and video reviews are only earned if and when we publish the media. The media needs to fulfil certain basic guidelines to be eligible to be published (include a clear, well-lit, unblurred image of the product) and we publish on a weekly basis.

However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

Try to refresh your browser.
Try to log out and then back in to your account.
Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it. Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

If you still feel like your points balance is not accurate you can contact our [email protected] team and they will look into the issue for you.

I received an error message when referring friends through the email referral box. What went wrong

We are sorry to hear that. There are a couple of scenarios that could have triggered the error message.

The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them.

To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.

The second is that the person you have sent the email to already has a VOITED account and that means they are not eligible to be referred again.

If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our [email protected] team if you need further assistance.

I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?

Thank you so much for sharing us with your friends! We really appreciate it.

Referred friends must be first-time customers in order for both of you to receive the referral rewards.

In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there.

Points will be added to your account as soon as your friend completes their first purchase over the specified threshold on our website.

The email address that your friend uses to make the purchase needs to be the same as the one that you used to refer them.

When your friend makes a successful purchase you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.