DVF Insider: FAQs
ACCOUNT
What are the advantages of becoming a rewards member
Our rewards program is a tiered program that allows members to earn points for purchases and enjoy exclusive benefits. Points can then be redeemed towards the cost of future purchases.
You also earn points for following us on social media, leaving product reviews, and more! In addition to earning points, members have the chance to earn perks such as early access to sales and surprise gifts by advancing to higher tiers based on purchase history. You can view the full list of perks on our rewards page.
How do I sign up for the rewards program?
Signing up is easy!
Simply create an account here and enter your name, email, and a password. It’s free to join and you will automatically be signed up to receive emails with insider access to promotions and new collections.
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!
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, and given the 50 points you would earn for creating a new account. 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?
The rewards page is your roadmap to all your points and perks. You can access your DVF Insider information by visiting your 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 receive 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 help@dvf.com and our team will be happy to assist you with merging your accounts.
Is everyone eligible to participate?
In rare cases, some customers may not be allowed to earn and redeem points if we believe you are violating our Terms of Use, reselling products, exploiting the program, making excessive returns, engaged in fraud, abuse of privileges or inappropriate behavior that seeks to manipulate the rewards program.
EARNING & REDEEMING POINTS
Does it cost anything to begin earning points?
Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points. Visit uk.dvf.com/pages/rewards to get started.
What are the easiest ways to earn points?
For starters, each DVF Insider earns points just for creating an account. Aside from earning points through purchases, you can also add your birthday to your account, leave a review for a past purchase, or follow us on social media to earn points. View all the ways to earn points on your rewards page.
How do I redeem my points?
Exchanging your points for great rewards couldn't be easier! Before checking out, ensure that you are signed in to your account so you will have access to all the points you've earned.
Once you get to the checkout screen, you will see your redemption options in a drop-down menu. To use your rewards, select the number of points you would like to redeem, then continue with the check-out process.
You must have a minimum balance of at least 400 points each time you would like to make a redemption, and points must be redeemed in increments of 400 (400, 800 or 1,200).
- 400 points can be exchanged for £40 off your purchase of £400 or more
- 800 points can be exchanged for £80 off your purchase of £800 or more
- 1,200 points can be exchanged for £120 off your purchase of £1,200 or more
You can pay the remaining balance of your order, in addition to any relevant tax and shipping charges, with your preferred method of payment.
Points redemption cannot be combined with other promotion codes.
How do points convert to pounds?
You earn 1 point for every pound you spend on uk.dvf.com, excluding taxes and shipping charges. Once you've accumulated enough points, you can redeem these points for discounts on future purchases. 400 points can be exchanged for £40 off your purchase of £400 or more, 800 points can be exchanged for £80 off your purchase of £800 or more, and 1,200 points can be exchanged for £120 off your purchase of £1,200 or more.
Will I be able to use earn points or redeem rewards in store?
Not at this time. You will not be able to earn or apply rewards points toward purchases in-store.
Is there a limit to how many points I can earn?
Nope! That’s the best part about being a DVF Insider! You will always have an opportunity to earn more points by shopping with us and engaging with our brand and community online.
Do my points expire?
Rewards points will expire after 12 months of account inactivity. Any action that earns you points (like making a purchase or leaving a review) or redeeming your existing points will keep you active in the program. If you haven't been active for nearly a year, we'll email you a reminder a month before your points expire!
If we ever decide to end the rewards program, your points and perks will expire with the program. We also reserve the right to terminate any person’s rewards membership if we believe you are violating our Terms of Use, reselling products, exploiting the program, making excessive returns, engaged in fraud, abuse of privileges or inappropriate behavior that seeks to manipulate the rewards program, or for any other reason we deem necessary based on our sole discretion. If your account is terminated by you or us, or you opt-out of the rewards program, you will lose any unused rewards as well as all points that have not been redeemed.
VIP TIERS
How is my VIP tier determined?
Your VIP tier is determined by the amount you spend on uk.dvf.com in one year.
When you create an account, you will automatically be part of our Topaz tier and eligible for exclusive benefits. To reach:
- Amethyst, you must spend £150
- Sapphire, you must spend £1,500
- Emerald, you must spend £3,000
Once you qualify, you will instantly move up and have access to that tier's perks through the rest of the current calendar year as well as the following calendar year. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.
Where do I see my current Tier status?
When you are signed into your account, your rewards page will list all of the DVF Insider tiers. Your current tier and perks will be highlighted with a box around it.
What is 'early access to sales'?
As a DVF Insider in our Sapphire or Emerald tiers, you will receive emails with links and promotion codes that you can use to shop select sales ahead of the general public, giving you first dibs on all the best sale styles!
How will I know when I have reached a new tier?
When your total purchase value qualifies you for the next tier, you will receive an email with information about your new status! When you move up to the Amethyst, Sapphire, or Emerald tiers, this email will also include a unique coupon code to save on your next order. (Keep in mind that coupons cannot be used in addition to the redemption of points.)
Does my tier expire?
Once you are an Amethyst, Sapphire or Emerald-level VIP, you will be in that tier for one year from the date you earned it. Make sure to keep interacting with our program to maintain your status (or even move up a tier)!
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 dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back into your rewards account.
I earned points or moved up to a higher VIP tier with my last purchase, but now I want to return it. What will happen to my reward?
If you earn points on a purchase and later decide to return that item or items, the points corresponding to the returned item(s) will be deducted from your points balance. For example, if your purchase totaled £500, and you returned £300 worth of merchandise, the 500 points you earned would be adjusted to 200 points after the return is processed.
Your DVF Insider Tier will be determined by the amount spent after returns—if you moved into a higher tier with your most recent purchase but decide to return that order, your status will revert to your previous tier until you make your next qualifying purchase.
TROUBLESHOOTING
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 help@dvf.com 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.
I should have earned points 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 communicating 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 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 Client Experience team at help@dvf.com 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?
There are a couple of scenarios that could have triggered the error message.
The first possibility 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 help@dvf.com 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 introducing us to your friends! We really appreciate it.
Referred friends must be a first time customer 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 on our website!
When this happens 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.
I signed up for the Birthday discount but I didn’t receive it.
Happy Birthday! In order for you to receive your birthday discount on your birthday, you must register your birthday at least 30 days prior to your birthday.
If your birthday falls between the day that you registered and the 30-day waiting period, you will receive your birthday bonus 30 days after your registration. This delay is only applicable for the first year that you signed up.
All successive birthday bonuses will be emailed to you on your birthday! If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.
If it has been more than 30 days since you registered for your birthday reward and you still have not received an email with your birthday benefit, please contact help@dvf.com and we will be happy to assist you.
All DVF Insider benefits, offers, and rewards are subject to availability. DVF may at any time amend, modify, supplement, or terminate the loyalty program, the structure for earning rewards, or VIP tiers.