Frequently asked questions

For all product and order related questions, please get in touch with our Customer Happiness team at hello@loopearplugs.com. They'll be more than happy to help you out with all your questions about Loop products and your order. Please note they're experiencing an influx of emails so their reply may be slower than normal.

Unfortunately, we can’t apply any promotional discounts to orders placed before the promotion went live. But to avoid missing out next time, sign up for our newsletter to be first to hear about any upcoming sales, drops and promotions!

Double check to make sure the answer to your question isn’t answered here already – if not, feel free to reach out to the Community support team at community@loopearplugs.com. You can also use the Help button within the Community app.​

The dedicated Loop Community support team is available to answer your questions Monday to Friday, 9:00 AM – 5:00 PM CET.​

We’ll get back to you within 48 hours.​

Your Loop Community account is separate from your Loop Shopify account, which means that you could possibly have two different e-mails and passwords for these accounts. We recommend using the same email address for both accounts, so that you can automatically earn your points when you place an order.

Sorry to see you go! You can delete your Loop Community account via the Security and Log In section within your app profile.

Starting November 20th, you will access your Loop Community page by signing into your Loop account. We're making this change to give you a smoother and more effortless experience on the Loop website.

To make sure everything transitions seamlessly, just make sure your Loop and Community accounts share the same email address. If they don't match, it's an easy fix. Just click here to update your email on the Loop Community Settings page.

No worries – creating a Loop account is easy. Simply click here to get started. This account will get you into both Loop and Loop Community.

We're making these changes to step up your Community experience. By linking your accounts, you'll automatically get Community points with every Loop purchase you make.

If you have any questions or need assistance, don't hesitate to shoot an email to our team at community@loopearplugs.com. We're here for you. Thanks for understanding and being a valued member of our Loop Community. Together, we'll continue to turn up the sound on what matters most.

No problem – you can still create a Loop account after November 20th. But keep in mind that after this date, you'll need a Loop account to access your Loop Community account. We suggest making your Loop account soon to enjoy a seamless experience across both accounts.

You can modify your email address within the app by clicking on Settings, Email address and then Change.

You can update your password within the app by clicking on Settings and then Update password. If you forgot your password, you can always click on Forgotten password on the Community login page.

Click Edit profile to access your profile page. There you’ll be able to edit your profile picture.​

Earn points by completing challenges as you progress through the different community tiers. The more points you earn, the more tiers and rewards you’ll unlock. We will frequently introduce new rewards and challenges so that you can earn more points to unlock those tier rewards. Points cannot be used as discounts or to purchase new Loop products.

The total number of points you have is shown next to your name.​

At the top of your profile, you’ll see a progression bar. Directly above this bar you’ll find the number of points you need to level up.​

The order history in your Loop account displays orders made using your email address. On the flip side, the order history in your Loop Community account specifically tracks referral orders made through your referral link. This makes it easy for you to keep an eye on your referral progress and rewards tied to referral purchases.

In order to receive points for your order, your in-store email address must match your Loop Community email address. You will then automatically receive the points in your Notifications within the Community app. For every €1 spent on our Shopify store, you earn 5 points. Purchases made outside of our Shopify store are not eligible to receive order points.

Unfortunately, order points won't be received for purchases made on or before October 1, 2022.

On the main menu, click Rewards. You’ll also be able to see which rewards you’ve received from leveling up!​

You can log out of your Community account by scrolling all the way down in the Community app and clicking on “log out”.

Loop Lab lets you give feedback on new products through product surveys. These surveys can take the form of challenges within the Community, with rewards like Community points, giveaways or prizes.

Create a Loop Community account and find your personal referral link under the Referrals & Tiers page.

If you've received a referral link from a Loop Community member and clicked on it to access our website, you may not see your discount right away. No need to worry! Once you add products to your cart, you'll see the 15% discount applied at the checkout. Be sure to double-check it has been applied before paying!

Every Community member has a personal referral link – worth 15% off for friends and family. Each time a purchase is made using your code, it counts as a referral. And for each referral milestone, you get to claim a reward. ​

• Refer 1 friend to earn 150 Community points
• Refer 5 friends to earn a €30 Loop gift card – the equivalent of one pair of Loops! ​
• Refer 15 friends to earn a €100 Loop gift card and a one-on-one with a key leader in Loop’s organization, to get the full scoop on all the exciting stuff we’re working on.​

Sorry about that! The 15% referral discount is only applied during checkout with your referral link. Please be sure to double-check your cart before proceeding. If you encounter any issues with the code during checkout, please reach out to community@loopearplugs.com with a screenshot of what you’re seeing so we can provide further assistance.

We sincerely apologize for any inconvenience this may cause. Kindly note that your referral link can only be used within the EU and UK regions and cannot be used across stores. You can still share your link with your friends and family within these regions.

Within the community, referral milestones are: 1, 5 and 15 friends referred. Your first referral points and gift cards will be available under the Challenges page once your first friend makes an order and receives it.

You can track your referral progress under the Referrals & Tiers page. Simply click on "order history" in the referral section on the page. As soon as your friend's order is "complete" it will be marked under "status."

Don’t worry! It’s good to regularly check back in to see what new and exciting challenges are available. We add new challenges every two weeks.

This means that your attempt at completion was rejected. Don’t worry, though! You can check the possible reasons for this under rejected submissions.​

This means that your attempt at completion was rejected. Don’t worry, though! You can check the possible reasons for this under rejected submissions.

This means that this is a repeatable challenge – meaning you can complete it more than once. The number of times you’re able to complete a challenge may vary (e.g. once per week), and this information will be provided within individual challenges.​

There will be a set number of times that you can complete a repeatable challenge. This information can be found within the challenges themselves.

Your challenge may have been rejected for various reasons, and it's important to understand why. Here are some common reasons:

For photo challenges:

• Privacy Settings: Make sure your social media account is set to public. Our platform automatically scans and retrieves information from Instagram, but this only works with public profiles. You can reset your account to private after the challenge has been approved without losing any points.
• Hashtags: Double-check that you've included all the required hashtags for the specific challenge. Also, ensure that hashtags are included in your post captions rather than in the comments section, as posts with hashtags in comments might not be recognized.
• Fresh Content: Submit a brand new post for the challenge. The system may not pick up older posts.
• Multiple Challenge Use: Avoid using the same image for multiple challenges.
• Low-Quality Images: Ensure that the image you submit meets our quality standards.

For General Program Participation:

• Inappropriate Content: Include mentions, images, or references to explicit content, violence, or drug-related content.
• Offensive Language/Imagery: Use offensive language or imagery, including any form of abuse directed at competitors, employees, social personalities, or religious figures.
• Dangerous Activities: Include imagery depicting dangerous activities or harm done to others.
• Disrespectful Behavior: Treat other members of the community with disrespect.
• Manipulative Practices: Purposefully engage in attempts to manipulate the platform, including falsification or misrepresentation of social media accounts or publishing referral codes.