Log into your customer account and navigate to the desired subscription (If unsure, see steps on how to do this in the ‘How do I access my account and subscription?’ FAQ). 

Once you are logged in and within the desired active subscription, you will see all the details of your subscription and account details, plus multiple ways to amend your subscription:

• Order Now - Place the upcoming order immediately. Subsequent orders will be updated as per the billing interval defined.
• Skip Order - Skip the upcoming scheduled order. Once skipped, you will be able to unskip the order before its scheduled date. 
• Re-Schedule - Reschedule the upcoming order to a new date. Subsequent orders will be updated as per the billing interval defined.
• Delay - Delay the upcoming order of the subscription, you will be asked to choose how many days you would like to delay by. Subsequent orders are also shifted by the same amount maintaining a consistent interval between orders.
• Pause - You will have the option to pause your subscription up to 3 months or a custom duration that you decide. 
• Subscription Plan - Edit the amount of time you would like to receive your subscription

Yes! 

You have the option to edit your current subscription products by following these steps: 

• Log into your customer account and navigate to the desired subscription (If unsure, see steps on how to do this in the ‘How do I access my account and subscription?’ FAQ).
• Scroll down to the product under ‘Subscription details’  
• Click ‘edit’ 
• Use the slide out to edit the pack size and quantity of the product in your existing subscription 
• You can also swap out existing products for new ones by using the ‘swap’ button, you will then receive the swapped item in your next box.

• Log into your customer account and navigate to the desired subscription (If unsure, see steps on how to do this in the ‘How do I access my account and subscription?’ FAQ)
• Scroll down to the ‘discount code’ box
• Enter discount code 
• Click ‘Apply’

You are automatically enrolled to our loyalty scheme when you activate a subscription or sign up to create an account. When you earn points, they can be redeemed for selected free products or turned into money-off vouchers that can be used across the whole range. 

You can choose to EITHER redeem points for free products OR money-off vouchers. You cannot choose to do both within one order. 

There are many ways to earn points within our loyalty scheme, to find out more please go to our Refuel Rewards Page.

To redeem your Refuel Rewards points for free products: 

• Sign into your Veloforte account 
• Head to the Refuel Rewards page 
• Click ‘Start Redeeming’
• Choose from the range of products that are included in the Refuel Rewards offering 
• The amount of points needed for each product is clearly stated underneath 
• If you have enough points, the ‘Redeem Now’ button will become available
• Click ‘Redeem Now’ 
• You will be asked to confirm to add it to your cart 
• Click ‘Yes, Add It’
• The product will be added to your cart for free 

To redeem your Refuel Rewards points for money-off vouchers:

• Sign into your Veloforte account 
• Head to the Refuel Rewards page  
• Scroll down to the money-off vouchers section of the page
• Choose the money-off voucher you want to redeem
• The amount of points needed for each money-off voucher is clearly stated underneath
• If you have enough points, the ‘Issue Voucher’ button will become available
• Click ‘Issue Voucher’
• You will then be issued with a code you need to copy and paste within cart 
• Use the copy & paste tool (the double rectangle icon to the right) to copy the code to your clipboard 
• Head to the cart 
• Paste your code into the ‘Discount code or gift card’ box 
• The money-off voucher will apply to your cart and deduct the amount off your total

When you are issued your money-off voucher within the Refuel Rewards page, not all of the characters in the code are visible, therefore you need to use the copy & paste tool to copy it to your clipboard. The copy & paste tool is the symbol to the right of the code, that resembles 2 overlapping rectangles. 

Once you have clicked this symbol, the entire code is copied to your clipboard and once you are in the cart, you can copy it directly into the ‘Discount code or gift card’ box, click ‘apply’ and the money-off voucher will be applied to your order. 

If you copy something to your clipboard between the time of clicking the symbol and pasting the code into your cart, the code will be lost. Simply navigate back to the Refuel Rewards page, click the symbol on the code for the voucher and head back to the cart to paste it in the ‘Discount code or gift card’ box.

After you purchase you will receive an order confirmation email containing all the details of your order.

You can track your order status and history by signing in or activating your account.

Once your order has been shipped from our warehouse, you will receive a shipping confirmation email. This confirmation email will contain a hyperlinked tracking number. Please click on the tracking number to go to the courier website, where you will be able to find updates on the status of your order.

Alternatively, once your order has been shipped, sign in to your account to view the current status of your order and a hyperlinked tracking number that will take you to the courier website. If you do not receive the shipping confirmation email within the shipping window you selected, please check your junk or spam email folders.

PLEASE NOTE: Shipping windows start from the day your order is shipped, not from the day the order is placed.

Please head to our Delivery & Returns page

• Log into your customer account and navigate to the desired subscription (If unsure, see steps on how to do this in the ‘How do I access my account and subscription?’ FAQ).
• Scroll to the bottom of the page and click ‘Cancel Subscription’