Review Policy

We would rather tell you exactly where our reviews come from than hope you don't ask. This page explains how reviews appear on hellolofte.com, how we check them, and what we will and won't do with them.

Where our reviews come from

Reviews on this site come from two distinct sources, and we label them differently so you always know which you are reading.

1. Verified LOFTE customer reviews

These are written by people who bought the product from this store. After an order is delivered, we send a single email invitation to leave a review. Only orders we can match to a completed purchase in our system receive one.

These reviews carry a Verified Buyer badge. That badge means one specific thing: our review platform has matched the review to a real order placed on this store. Nothing else on this site carries that badge.

2. Supplier listing reviews

LOFTE products are manufactured by partner suppliers who also sell through other marketplaces. For products where we do not yet have enough of our own customer reviews, we import a limited selection from the original supplier listing so you have something to go on.

These are clearly marked as sourced from the supplier listing. They are not badged as verified, because we cannot independently confirm those purchases. We did not write them, we were not paid for them, and we do not filter them to keep only the flattering ones.

As real LOFTE customer reviews accumulate, imported reviews are progressively removed. Our intention is for this second category to disappear entirely.

What we do not do

  • We do not write fake reviews, or ask anyone else to write them for us.
  • We do not delete negative reviews. A critical review stays up. If a product genuinely does not suit someone, you deserve to know that before you buy, not after.
  • We do not move reviews between products. A review left for one LOFTE product is never displayed on another.
  • We do not pay for reviews or offer discounts, free products, or entry into prize draws in exchange for them.
  • We do not edit the substance of a review to make it more favourable.

When we do remove a review

We remove a review only where it:

  • contains abusive, discriminatory, or unlawful content;
  • reveals personal data about a third party;
  • is spam, or advertises an unrelated product or service;
  • discusses something other than the product or the order experience;
  • is demonstrably fraudulent.

A low star rating is never, on its own, a reason for removal.

How ratings are calculated

The average rating shown on a product page is the unweighted mean of all published reviews for that product, including both categories described above. We do not exclude low scores from the calculation.

Medical and health claims

Reviews reflect the personal experience of the individual who wrote them. They are not medical advice and are not evidence that a product will produce a particular result for you. If you have a diagnosed neck, spine, or circulatory condition, are pregnant, or have an implanted medical device such as a pacemaker, speak with a qualified healthcare professional before using any LOFTE product.

Reporting a review

If you believe a review on this site is fraudulent, misleading, or breaches this policy, tell us and we will investigate. Contact us through our contact page with the product name and the reviewer name.

Your rights under EU law

This policy is published in line with Directive (EU) 2019/2161, which requires traders who display consumer reviews to state whether and how they verify that those reviews originate from consumers who have actually used or purchased the product. The two labels described above are how we meet that obligation.

Last updated: 3 August 2026