Question 1

How does the Lotus Friends program work?

Accepted Answer

Share your unique referral link to invite friends to purchase ENYA pitchers. For every successful referral, you&#8217;ll earn a commission, and your friends will receive 5% off their first ENYA pitcher.

Question 2

Do I need to create an account or set a password to place an order?

Accepted Answer

No, setting a password is completely optional. You do not need to log in to complete your purchase.
For technical reasons, our system automatically creates a customer entry in the background when you order. This ensures your order history is secure. While you may see a prompt to set a password after checkout, you can simply skip this step.
For future orders: You can continue to check out as a guest using the same email address. Our system will automatically merge the new order with your existing history in the background without you ever needing to log in.

Question 3

What is a Limescale Pad?

Accepted Answer

The removable limescale pad is an accessory that works to reduce the overall mineral hardness of your water. It pre-filters the excess limescale-causing minerals before they enter the main filtration stage.
This process allows the main filter to work more efficiently on other pollutants and can extend its lifespan. It offers you the flexibility to replace the pad based on your water&#8217;s hardnes, ensuring optimal performance from your ENYA filter.

Question 4

What should I do if my order arrived damaged?

Accepted Answer

If your order arrives with any damage, please contact our customer support team within 48 hours of delivery. Please provide your order number and, if possible, a photo of the damaged item.
For any other questions or if you need further assistance, please do not hesitate to contact our customer service team. We are always happy to help!

Question 5

When will I receive my refund?

Accepted Answer

Once we receive your returned item(s) at our warehouse, please allow 5-7 business days for us to process the return and issue your refund. The refund will be credited to your original payment method.

Question 6

I bought a bundle and used a filter. Can I return the rest?

Accepted Answer

Yes, you can return the bundle. However, the retail price of the used filter cartridge will be deducted from your total refund.

Question 7

Do you offer international shipping?

Accepted Answer

Currently, we only ship to addresses within the United States. An international list with partners can be found here: https://www.lotus-vita.de/international/

Question 8

How do I contact customer support?

Accepted Answer

Visit our contact page for help. For faster assistance, login to your account and submit a ticket with your order details.

Question 9

What is your return policy?

Accepted Answer

We offer a 30-day return policy with free return shipping.

Full refunds are provided for unused consumables.
For bundles, the value of any used consumables will be deducted from the refund.

To return an order, follow instructions in our Return Center. Otherwise, contact our customer support team via the contact page.

Question 10

Do you offer free shipping?

Accepted Answer

Yes, we offer free shipping on orders with a value of $50 or more.

Question 11

How can I track my order?

Accepted Answer

Log into your Lotus Vita account and check the &#8220;My Orders&#8221; section to find tracking details for your shipment.

Question 12

How are referrals counted?

Accepted Answer

Referrals are counted immediately after a successful purchase through your referral link. However, the referral count may decrease if orders are canceled or returned.

Question 13

What happens if I stop referring people?

Accepted Answer

If you don’t make a referral for three months, your member status will drop by one level. Simply refer one new friend within that period to maintain your current status.

Question 14

How can I use my earnings?

Accepted Answer

You can use your earnings anytime to shop for products in the Lotus Vita store. Once your balance reaches $50 or more, you can cash out directly through the Lotus Friends dashboard.

Question 15

How much commission can I earn?

Accepted Answer

You can earn on every ENYA pitcher refferal:

8% commission for fewer than 10 referrals
12% commission for referrals after reaching 10–19 referrals
15% commission for referrals after reaching 20 or more referrals

Each referral also gives your friends a 5% discount on their first ENYA pitcher purchase. Note that the percentage applies only to referrals made while in the corresponding member status.

Question 16

How do I set up my ENYA water filter pitcher?

Accepted Answer

Visit our Setup Guide for step-by-step instructions.

Question 17

Why is my filtered water black or discolored?

Accepted Answer

If your water appears black or discolored, it is likely due to residual activated carbon dust in the filter. Remove the filter and restart the installation process, following the setup guide step by step. Be sure to flush the filter from the bottom as instructed in the guide, and continue discarding the water until it runs clear.

Question 18

Green residue appears on the filter or in the storage tank.

Accepted Answer

Cause:

Nitrate-rich tap water combined with excessive light exposure can lead to algae formation. Nitrate, a common fertilizer, can promote algae growth as nature attempts to break it down. While the residue is generally harmless, it should still be addressed.

Solutions:

Clean all plastic components with a household cleaning solution made from citric acid or vinegar.
If the green residue affects the filter, replace all filters in the system.
To prevent recurrence, store the pitcher in a dark or shaded place, away from direct sunlight or windows.

Question 19

The water has an unusual odor or taste.

Accepted Answer

Causes:

The filter hasn’t been flushed thoroughly.
Poor water quality, such as sulfur-rich or manganese-rich water, has been used.
The filter and/or the limescale pad is depleted.

Solutions:

Repeat the flushing process for the filter following the installation guide.
Check the quality of the tap water being used. Ensure it meets safe drinking standards.
Replace the filter and limescale pad with new ones.

Question 20

Green or bluish discoloration appears on the limescale pad.

Accepted Answer

Cause:

Minerals such as copper or chemical compounds in the water can cause the white ion exchanger in the limescale pad to turn green or blue.

Solution:

Replace the limescale pad, as discoloration indicates it has used up all of its capacity.

Question 21

Water bypasses the filter and flows directly into the pitcher.

Accepted Answer

Causes:

The filter is not fully seated in the inner tank, allowing unfiltered water to pass around the seals.
The silicone seal is misplaced or missing. It may have shifted during the removal of the protective film and is located outside its groove under the crown of the filter.

Solutions:

Ensure the filter is installed securely and seated as deeply as possible in the inner tank. Refer to the installation guide for proper setup.
Remove the filter and check the silicone seal. If it’s out of place, reposition it into its groove under the crown of the filter.

Question 22

Water flows very slowly or not at all through the pitcher.

Accepted Answer

Causes:

The activated carbon in the filter has compacted.
Air is trapped inside the filter.

Solutions:

Remove the filter, turn it upside down, and tap it on all sides to loosen the activated carbon.
Run a strong stream of water over the bottom of the filter to dislodge the compacted carbon.

Question 23

What is the size of the ENYA pitcher tank?

Accepted Answer

The ENYA pitcher tank holds 10 cups of water total. 6 cups (filtered), 4 cups (unfiltered).

Question 24

Can I use my own stones in the Crystal Holder?

Accepted Answer

You can use your own stones in the Crystal Holder, but they must be food-safe and unwaxed. Please note that using non-approved stones is at your own risk and may affect water quality or damage the holder.

Question 25

What materials are used in the filter cartridges?

Accepted Answer

The cartridges are made from food-safe SAN or PS plastics and polypropylene, which are BPA- and BPS-free. Inside the filter, activated carbon, ion exchangers, mineral ceramics, and a magnetic element are used to filter and improve the water.

Question 26

Can I use the water filter without the limescale pad?

Accepted Answer

You can use the filter without the limescale pad, but it may wear out faster.

Question 27

What substances does the filter remove?

Accepted Answer

The filter removes chlorine, pesticides, ibuprofen, and heavy metals like lead and uranium.

Question 28

How fast does the filter process water?

Accepted Answer

It filters 4 cups of water in 2 to 5 minutes.

Question 29

How often should I replace the filter cartridge?

Accepted Answer

The filter cartridge filters up to 132 gallons or lasts about two to three months, whichever comes first. Replace it regularly to maintain performance.

Question 30

How should I clean my ENYA water filter pitcher?

Accepted Answer

Wash all parts except the filter cartridge with mild soap and warm water. Rinse thoroughly and avoid abrasive cleaners or dishwashers.

Lotus Vita

FAQs

Orders & Support

Product Information

Lotus Friends​

Common Issues

Orders & Support

Product information

Lotus Friends

Common Issues

Lotus Friends