FAQ loyalty program

Signing up
• How do I sign up for the rewards program?

  Signing up is easy. Simply create an account, enter your name and email, and create your password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops. If you currently have an account with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning points!

• What are the advantages of becoming a rewards member?

  Our rewards program is a tiered program that allows members to earn more perks the more they engage with us. Members receive reward points for each purchase, which can then be redeemed for discounts on future purchases.
  
  You also earn points for following us on social media, leaving product reviews, and are even gifted with bonus points on your birthday!
  
  In addition to earning points, members have the chance to get access to members-only sales, pre-access to general sales and invites to exclusive events. You can view the full list of perks on our rewards page.

Account
• I already have an account. Do I need to create a new one to earn rewards?

  We took care of that for you! All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

• Where can I find all of my rewards account info?

  You can find all the info regarding your points and perks on the rewards page.

• Will I receive points for purchases I made prior to creating my rewards account?

  You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can start collecting points.

• What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

  Contact customer service by emailing info@mantleskin.com and our team will be happy to help you merge your accounts.

• Does it cost anything to begin earning points?

  Absolutely not. Signing up is 100% free, and will never cost you anything.

Earning & redeeming
• How do I redeem my points?

  Redeeming your points for great rewards couldn't be easier. Log in to your account to see your earned points. To redeem your points at checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.

• Why can I only redeem points in SEK?

  Although you can shop and checkout in different currencies, points are based on SEK currency. At checkout, you will see a dropdown with points redemption amounts in SEK, but these can be used for all orders, regardless of currency. When you choose a reward at checkout, the equivalent amount in your currency will be taken off your order.

• What are the easiest ways to earn points?

  For starters, each member gets points just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to get birthday points, leave us a review, or follow us on Instagram. Read more about all the ways you can earn points on the rewards page.

• Will I be able to use my points/rewards in-store?

  Currently you will not be able to earn or apply reward points toward purchases in-store.

Program limitations
• Is there a limit to how many points I can earn?

  Nope, that’s the best part about being a rewards member. You will always be able to collect points by shopping with us, engaging with our brand and community online, and through sales.

Returns
• Can I return my order if I redeemed rewards points for a discount?

  Yes. If you are returning the entire order, we will refund you the total amount spent after the discount was applied. The points you redeemed to get the discount will also be added back to your rewards account.

• I earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward?

  If you use your rewards towards a purchase and later decide to return the product or order, your points will be credited back to your rewards account.

Reward expiration
• Do points ever expire?

  If you don't make a purchase or earn points for 12 months, your points and rewards will return to zero. You will be moved down to the lowest tier.

VIP program questions
• How do I know which rewards tier I am currently a member of?

  When you have signed into your rewards account, your home page will list all of the rewards tiers. Your current tier and perks will be highlighted with a box around it.

• How will I know when I have reached a new tier?

  When your total points cross a tier threshold you will receive an email welcoming you into the new tier.

Tier expiration
• For how long will I stay in my tier?

  Once you are in Silver, Gold, Platinum or Diamond, you will be in that tier for one year from the date you earned it. Make sure to keep collecting points to maintain your status (or even move up a tier)!

Troubleshooting
• Why didn’t I earn points on my purchase?

  Please double-check that you were signed into your rewards account and didn’t accidentally check out as a guest. To collect points, you need to be logged in when making purchases. If you accidentally checked out as a guest, contact us at info@mantleskin.com and we'll help you apply your points to your account. Also, if you return your purchase or your purchase is cancelled for any reason, you won’t receive any points. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

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

  Important to note is that you will receive your points after the order has been sent. 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. However, if you feel like you have earned points but they are not showing up in your account you can also try troubleshooting with these tricks:
  
  - Refresh your browser.
  - Log out and then back into your account.
  - Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realising 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, please contact our support team at info@mantleskin.com and they will look into the issue for you. Important to note is that your points will appear in your account after the order is fulfilled.

• 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. 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 support team at info@mantleskin.com if you need further assistance.

Birthday reward
• How can I get a birthday reward?

  Add your birthday under ways to earn points on the rewards page. On your birthday we will add 500 points to your account. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.

Checkout
• How do I redeem my rewards at checkout?

  To redeem your points at checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.

Refer a friend
• How does it work?

  Each MANTLE member has a unique link that can be shared with friends, that can be found on your members page. Share the link with the friends you want to introduce to MANTLE. The link will take your friend to a page where they xan enter their email address and then receive a unique discoint code. Note! Once your friend has used their discount code on a purchse over 650 kr, you will receive an email with your own unique discount code as thanks for introducing your friend to the MANTLE community.

• What is a successful referral?

  A referral is only considered completed if it meets these requirements:
  1. The referred friend complete a purchase for at least 650 SEK.
  2. It must be the referred friend's first purchase.
  3. The user & IP address that clicks on the referral link must match the user & IP address that completes the purchase.
  
  If the referred friend clicked on the referral link but then makes the purchase on a different IP address, the referred friend will not receive their discount.
  
  Note! If the minimum spent amount was reached, but part of the sum was paid for using another discount code, it won't be counted as a completed referral. The minimum amount must be paid for with actual money and the unique discount code must be used. The referral will only be completed if the minimum amount is spent on the first purchase made via the referral link. The amount cannot span across several purchases.