All the answers to your questions

The oOlution loyalty program
• How can I join the loyalty program?+

  It couldn't be easier: to join the oOlution loyalty program, simply create a customer account here.
  You'll be assigned to one of our statuses (Adventurer, Explorer, Pathfinder, Inspirer), which give you access to loyalty points that you can redeem for discounts, gifts and exclusive benefits!
  Every euro spent on the site earns you a minimum of 1 point. You can also earn points by completing missions.
  If you already have an account with us, good news: you're already part of the club!
  If you have any questions, please don't hesitate to contact our customer service team at [email protected].

• Does the loyalty program work at the point of sale?+

  The oOlution loyalty program only works on our website. We are not yet able to offer it in our partner stores.

• I'm a subscriber, am I eligible for the loyalty program?+

  Yes, all our customers are eligible for our loyalty program.
  All purchases made on the site, including subscription renewals, will be taken into account when calculating your loyalty points.
  To redeem your loyalty points, you need to create a customer account here.

My VIP status
• How do the different loyalty statuses work?+

  There are 4 statuses: Adventurer, Explorer, Pathfinder and Inspirer. Each gives access to different benefits (see comparison table above).
  Your status is determined by the amount spent on the oOlution site over the last 12 months.
  Adventurer status: no expenditure is necessary for this status. It gives you access to missions to earn points.
  Explorer status: accessible from €80 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various benefits (see comparison table above).
  Pathfinder status: accessible from €250 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table above).
  Inspirer status: accessible from €400 spent annually on the oOlution site. It gives you access to missions to earn points, as well as various advantages (see comparison table above).

• How can I find out my status?+

  To find out your status, go to your customer area here and discover it in the "Loyalty Program" section.

• Can I downgrade to a lower status if I don't spend the amount associated with my status during the year?+

  Yes, your status is recalculated every 12 months. If during the last 12 months you have not spent the amount associated with your status (example: 250€ for Pathfinder status), you will be associated with the status corresponding to your actual expenditure, i.e. :
  
  - Adventurer, if you've spent less than 80€ in the last 12 months
  - Explorer, if you've spent between €80 and €249 in the last 12 months
  - Pathfinder, if you've spent between €250 and €399 in the last 12 months
  - Inspirer, if you've spent more than €400 in the last 12 months

My loyalty points
• How do I earn points?+

  There are two ways to earn points:
  1 - Place an order on our website, each euro spent gives you a minimum of 1 point (depending on your status).
  2 - Complete one or more of the missions listed above in the "How to collect points" section.
  

• Where can I check my available points?+

  You can consult your available points directly in your customer area here, in the "Loyalty Program" section.
  You can also view your benefits and redeem your points for discounts and gifts.

• Can my points expire?+

  Yes, your points are valid for one year.

• I was already a customer before the launch of the loyalty program. Are my points retroactive?+

  We are launching this loyalty program in February 2024. To thank you for your past loyalty, we have credited you with points corresponding to orders placed during the last 13 months, since January 1, 2023.

• I ordered with two different email addresses, can I merge my points?+

  No, it is not possible to merge points. If you have any queries, please do not hesitate to contact our customer service department at [email protected].

• I should have earned points for a purchase or mission but my balance hasn't been updated. What should I do?+

  In the case of a purchase: access your customer area here and check that your purchase made on the site appears in the "Orders" tab. If it does not appear in your order history, you have not placed an order on the site by communicating the correct e-mail address... Contact our customer service department at [email protected] so that we can adjust your points.
  In the case of a loyalty mission: access your customer area here in the "Loyalty program" section and click on the "Rewards history" button. If the mission does not appear, it has not been validated. If in doubt, contact our customer service department at [email protected]. For your information, the "Consigne" mission must be verified by us before being validated. You will receive a confirmation or rejection email following our verification.

• What happens if I cancel or return all or part of my order?+

  If you decide to return or cancel your entire order, your points will automatically be cancelled.
  If you decide to return or cancel part of your order, points will be deducted from the items concerned. Points will be credited to the items you kept.

• Is there a limit to the number of points I can accumulate?+

  No, there's no limit! You'll always have the chance to earn points by placing an order on our site or by validating the loyalty program missions.

My rewards
• How do I convert my points into rewards?+

  Once you have created your customer account here, you can view your available points in your customer area. You can then redeem them for discounts or gifts. Select the desired reward and click on "I convert my points", a promotional code will be assigned to you. All you have to do is go to the site and use your promotional code.
  If you choose to convert your points into a free product, you can enjoy the free product by following these steps:
  - go to the site and add the product in question to your basket (for example, add Lip Top lip balm to your basket if you convert your 100 points into a free Lip Top lip balm)
  - add your promotional code at checkout
  - your treatment is free!
  

• Can my loyalty promotional code be combined with other promotional codes?+

  Only promotional codes offering delivery can be combined with loyalty promotional codes. Promotional codes offering a discount on the order or on a product cannot be combined with loyalty promotional codes.

• I haven't received my birthday offer. What should I do?+

  All birthday discounts will be communicated to you by e-mail on the day. If you register your birthday on your account at any time after the anniversary date of the current calendar year, the discount will not be communicated to you until the day of your birthday in the following year.
  Remember that the birthday offer is determined by your VIP status on your birthday. If it's been more than 30 days since you registered and you still haven't received your birthday gift, please contact us at [email protected] and we'll be happy to help!

My referral program
• How does the sponsorship program work?+

  It's simple ... and everyone wins :)
  1 - Go to the "Loyalty Program" page on our site, in the sponsorship section.
  2 - If I'm logged in to my customer area: all I have to do is enter my friend's email address in the dedicated space and click "next" or share my referral link.
  If I'm not connected to my customer area: I enter my email address (the one linked to your oOlution customer account) in the dedicated area, click on "next", then add my loved one's email address and click on "next" again, or share my referral link.
  3 - Your sponsored friend receives a promotional code from you, entitling him or her to a free cream facial of his or her choice (excluding subscriptions)! To take advantage of this offer, simply visit the oolution.com website, select the cream visage of your choice and enter your promotional code at checkout.
  4 - As soon as your referral has placed an order, you'll receive 200 points in your loyalty kitty! You can convert these points into a reward, or choose to keep them to accumulate more points for a bigger reward.

• How can I track my referrals?+

  Keeping track of your referrals is easy:
  1 - Log in to your customer account here and go to the "Loyalty program" page on our site, in the sponsorship section.
  2 - Click on "Your referrals" and view the status of your referrals.

• Can I sponsor more than one friend? Is there a sponsorship limit?+

  There's no limit - you can sponsor as many people as you like! To do so, use the referral tool on our "Loyalty Program" page, by adding the email addresses of your friends and family, or by sharing your referral link. For each person you refer, your loved one will receive a free cream face of your choice, and you will receive 200 points when your loved one places an order using your referral offer.

• I've sponsored several friends but haven't received any points for it. Is there anything else I should do?+

  First of all, thank you so much for letting your friends know about us!
  Referred friends must place an order for both of you to receive referral rewards. In addition, referrals must be made via the referral section on the loyalty page, or by using your unique referral link (also found on this page).
  Points will be added to your account as soon as your friend places his/her first order on our site. You will then receive an e-mail informing you that one of your referrals has made a purchase using your code, and that a reward has been added to your account. You can also consult your "Reward History" to see the list of points you've received for your referrals.

• I received an error message when I sponsored friends. What went wrong?+

  Gee, we're sorry to read that. There are several possible reasons for this:
  In the first case, it may be due to a typing error in one of the e-mail addresses you've entered and/or that you've forgotten to put commas between several e-mail addresses to separate them. To avoid this problem, we recommend that you go back and enter the e-mail addresses one by one, clicking on "next" after each one, rather than inserting them all at once.
  In the second case, your loved one has already placed an order on our site and therefore does not qualify for the sponsorship offer. This offer is only valid if the person you are referring has never placed an order on our site.
  If you are still experiencing difficulties using the referral emails, we recommend that you use your unique referral link or share the referral via WhatsApp or Messenger in order to receive credit. Don't hesitate to contact us at [email protected] if you need any help!

• I sponsored a friend with the old sponsorship program. What should I do?+

  First of all, thank you so much for letting your friends and family know about us!
  If you have referred one or more friends via our previous referral program, there are three possible situations:
  1 - You've referred someone but they haven't yet placed an order using your referral offer. In this case, you can renew your referral offer through our new program. Go to the "Loyalty Program" page in the referral section.
  2 - You have referred a friend or family member, and they have placed an order on our site using your referral offer, but you have not yet used your gift voucher. In this case, your gift voucher remains active indefinitely. If you encounter a problem, please contact us at [email protected].
  3 - You have sponsored a friend or family member, they have placed an order on our site using your sponsorship offer and you have used your gift voucher. In this case, the referral process is complete. Don't hesitate to refer others through our new referral program!