Hello, how can we help you?
How can I redeem my purchased voucher?
We listed all information about the redemption process and conditions for redemption of each voucher on a seperate help page. Follow this link and you will be redirected to the How to redeem your voucher guide. Just search your brand partner in the list and you will find all needed information.
Where is my order?
All digital voucher codes are sent by e-mail. If you did not receive any e-mail after 10 minutes, you can resend the voucher codes in the order history. Please check your spam folder before contacting us. The order conformation mail with the voucher codes could have been misdirected from your anti spam program into the spam folder. Add us to your address book to avoid these issues.
Physical gift cards will be sent by post. Your order will arrive within 3-5 days after it's been placed. The registered mail can be tracked via the PIN Mail website. A tracking link is provided in your shipping confirmation email and will become active within 24 hours.
How can I place an order?
An order on instavouch is made in the following steps:
- Selection of the desired voucher.
- Confirm the selection by clicking the button 'Add to cart'.
- Checking the details in the shopping cart and confirmation of the shopping cart by pressing the button 'Proceed to Checkout'.
- Log in to your account, if you have not already done so.
- Enter the needed shipping information and choose between possible shipping methods. Press 'Check Data' to confirm your information.
- Final review of the order. Agreeing to the terms and conditions.
- Binding dispatch of the order and clearing with your account balance by clicking the button 'Order' or 'Buy'.
What if an item is out of stock?
We greatly regret if your desired product is unavailable. We try to offer all vouchers without interruption in order to offer the best possible shopping experience. Feel free to ask us by e-mail if and when your desired product is available again.
Can I order without an instavouch account?
Placing an order without an instavouch account is not possible. If you don't have one yet, you will need to create an instavouch account to place an order. Opening an account is easy. Just follow the steps outlined on our register page. Get started by pressing the 'register' button in the top bar.
How can I make sure my delivery address is correct?
Before completing your order, please make sure that you have entered the correct delivery address. It is displayed on the screen during the checkout process. It is possible to change your e-mail address for your digital voucher codes in your account settings and the delivery address for physical gift cards during the checkout process. Please make sure that your email address and delivery address is correct during checkout.
Can I modify my order after it has been placed?
Unfortunately, we can’t make changes to your order after it's been finalised. Once an order is placed, the delivery address and products can't be changed.
Is it possible to resend the e-mail with my voucher codes?
Yes it is! Just go in your order history and press 'resend voucher codes'. The mail will be sent to the email address linked to your account. If you did not get any order confirmation mail your anti spam program may have moved the mail to the spam folder.
How do I return my order?
The exchange or the return of digital vouchers after clicking the opt-in 'I expressly agree to the execution of the contract before the expiry of the revocation period. I am aware that my right of revocation expires at the start of execution of the contract.' is not possible. If you have purchased physical gift cards, you can return them in accordance with your right of withdrawal. Please send us your gift cards back by post. Once we have checked these, we will initiate the refund. Please mind that checking your returned gift cards can take up to 3 working days. We will carry out the reimbursement using the same payment method as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of your refund. If a part of the purchase amount has been cleared with your account balance, it will automatically be credited to your account. It cannot be paid out to any other payment method. More information about your right of withdrawal can be found in the terms and conditions.
Can i get an invoice for my order?
An automatic generated invoice is attached to every order confirmation mail. If you cannot find this email anymore, you can re-download the invoice in your order history. If your invoice is incomplete or incorrect, do not hesitate to contact us. Also an invoice is provided with our physical gift cards by post.
What delivery options are available and How long does delivery take?
All digital voucher codes are sent by e-mail. Your order confirmation mail with the voucher codes should usually arrive in up to 10 minutes. If you did not receive any e-mail after that, you can resend the voucher codes in the order history.
Physical gift cards will be sent by PIN Mail as registered mail. Your order will arrive within 3-5 days after it's been placed. Please note that we only ship within Germany because most vouchers are redeemable only in Germany. The registered mail can be tracked via the PIN Mail website. The shipping costs will be displayed during the checkout process. A tracking link is provided in your shipping confirmation email and will become active within 24 hours. Please inform us if your order did not arrive after a week or if the tracking is not available or incorrect.
Where is my order?
Physical gift cards will be sent by PIN Mail as registered mail and will usually be dispatched the next working day after placing your order. Your order will arrive within 3-5 days after it's been placed. The registered mail can be tracked via the PIN Mail website. A tracking link is provided in your shipping confirmation email and will become active within 24 hours. Please inform us if your order did not arrive after a week or if the tracking is not available or incorrect.
Do delivery and returns cost anything?
All delivery costs will be listed during the checkout process. The delivery costs for sending phyical gift cards as registered mail are currently €3.00 (incl. 19% VAT). If you want to return your order according to your right of withdrawal, you have to take over the shipping costs for the return.
Which available payment methods are offered?
We offer the following payment methods:
How secure is shopping at instavouch?
Payments are made by our payment service provider InternetQ/kanzaroo. Unfortunately current SMS payments must first be converted as account credit. Simply select an amount under 'Charge Credit' and it will be credited to you after deducting service fees. You can then simply choose your account balance as a payment method during the checkout process. It is also possible to pay only part of the purchase with the account balance. Also special conditions for the use of SMS payments apply. More information about these can be found in the Terms and Conditions.
For the future, we are working with payment service providers to make payments easily payable via SMS during the payment process.
The requested TAN did not arrvive on my Phone
In some cases it can happen that the TAN is not sent by the carrier. In this case, we ask you to restart the process and reload the page. If the problem persists, please contact your mobile service provider. In some cases, these block your phone number for security reasons for SMS payments. Please wait up to 10 minutes to receive your TAN. If the carrier is overloaded, delays can occur when sending the TANs. Unfortunately, neither we nor our payment service provider are having any influence on these circumstances.
What is a service fee?
We charge service fees on some of our vouchers. These fees compensate our costs for this service, especially for the website and the purchase of the vouchers. We are working to avoid service fees for shopping on instavouch to provide the best possible shopping experience. In order to offer the greatest possible transparency, we do not hide these costs in excessive shipping costs. We hope to be able to completely abandon such fees soon, we will keep you updated.
I would like to delete my instavouch account
You can delete your instavouch account at any time. If you choose to delete your account, you will no longer have access to information about your orders that have already been paid-for or processed. You will lose any details that were stored in your account. If you wish to cancel your account, please contact customer care by choosing your preferred contact method. We value your feedback so please be sure to let us know why you’ve chosen to cancel your account to improve our future service.
How do I reset my password?
To reset your password simply click 'Login' on the top right hand corner of this page. Then click on 'Forgot Password?'. Enter your email address and hit send. You will receive an email with a link in it (please note: this email may take some time to reach you and could appear in your spam / junk folder). Click on the link in the reset email once you receive it, and you'll be prompted to enter a new password. You can then use the new password to login to your instavouch account.
If you have not forgotten your password, it is also possible to change the password in the account settings at any time.
How can I change my contact data?
You can easily change your linked email address in the account settings. Keep in mind that your new email address has to be confirmed with the provided link we will send you to your new email address.
How do I log in to my account?
If you previously created an account, just login at the top right-hand corner of the screen by clicking the 'Login' button and enter your login details. This will be your email address and a password you've created. If you haven't yet created an account with us then please follow the instructions on our register page. Just press the button in the upper bar to get started.
How can I re-check my order details?
Before completing your order, please make sure that you have entered the correct delivery address. If you do need to change anything in your order, make sure you remember to click on edit before completing your order. It is not possible to change your order details or delivery address / email address after the order has been placed. You can view all your orders in the order history.
Do I need to create an instavouch account to order?
To place an order you need have a registered account at instavouch.com. It’s really easy to create an account and means you won’t have to fill in your details every time you shop with us. You will be prompted to create an account when you place your first order, just follow the easy on screen steps.
When do I have to verify my account?
A verification of your account is only needed, when you want to top up your account more than 100€ in a month. This regulatory only affects E-Money payment methods like 'SMS-Web-Billing' and is based on the German banking act. Also it is only possible for identified users to have a higher credit than 100€. This regulatory is based on the German banking act as well. To start the verification process just follow the steps under verification.
How can I verify my account?
You can easily verify your account, if needed, in the account settings. Just follow the steps under verification.
Is it possible to pay out my account balance?
Simple answer - no! And it won't be possible at any time in the future. When you top up your account, you are purchasing a Gift Card for the selected amount that will be automatically added to your Gift Card Balance. Those gift cards cannot be paid out in cash or transferred to other users.
How can I top up my account?
Just press the Button 'Charge credit' in the top bar and choose your payment method. It is possible to top up your account via SMS payments. We offer this feature to make paying with these payment methods as easy as possible. Please note that we have to charge a service fee for this process.
When you top up your account, you are purchasing a gift card for the selected amount that will be automatically added to your gift card balance. Those gift cards cannot be paid out in cash or transferred to other users. Please keep that in mind when you charge your account. The maximum gift card balance for an account of an unidentified user is 100€. More information about this can be found on the verification page.
Can't find the answer you're looking for? Feel free to get in touch with us to solve your problem. You can contact us by e-mail or social media.
Please send us your order number if your problem concerns an existing order. You can find the order number in the order confirmation email or in the order history.
Get in touch.
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