Frequently asked questions

You don't need to register for a regular purchase. However, if you want to use the subscription, loyalty program and other customer account benefits, registration is required.

In your account you'll also find your order history, the status of current orders, and you can easily reorder a previous purchase.

You'll find the full terms and conditions directly on our e-shop in the Terms and Conditions section. They include details about orders, payments, shipping, withdrawal from the contract, complaints and subscription rules.

If you're unsure about anything, email us at brit@vafo.cz or call +420 311 610 610. We'll be happy to help.

With a subscription, you don't need to think about ordering pet food regularly. You choose your products, set the delivery interval, and we'll automatically prepare and send your order. Plus, with a subscription you can get a discount of up to 20%.

You can manage your subscription directly in your customer account – change products, quantities, address, and delivery interval within a range of 7 to 90 days.

You do not need to register for a standard purchase. However, if you wish to take advantage of a subscription, the loyalty scheme and other benefits of a customer account, you will need to register. In your account, you can also view your order history, check the status of your current orders and easily repeat a previous purchase.

Yes. You can easily modify, pause or cancel your subscription in your customer account. Cancellation is free of charge, and once cancelled, no further orders will be created and no further payments will be taken.

You can cancel your subscription after your first regular order has been delivered.

By shopping regularly, you collect points that you can use on your next order. If you have a subscription, you earn points 3× faster.

You can redeem your points at any time in the shopping cart, where we'll show you their exact value. Points can also be used on your subscription to lower the price of your order.

You can redeem your points at any time in the shopping cart, where we'll show you their exact value. Points can also be used on your subscription to lower the price of your order.

The points you have collected are valid indefinitely. You can check your current points balance at any time by logging into your account.

Yes. Provided you meet the conditions for withdrawing from the contract, you may return goods purchased via the online shop within 14 days of receipt:

Please send the goods to the following address: VAFO Praha, s.r.o. Logistická 100 – Building 5 273 51 Pavlov – Unhošť

You can also notify us of your withdrawal from the contract by emailing brit@vafo.cz. Please note that for certain goods, it is not possible to exercise the right of withdrawal for hygiene or legal reasons – for example, if the goods have been removed from their sealed packaging and cannot be returned for hygiene reasons.

You can request to cancel your order by emailing us at brit@vafo.cz or by calling us on +420 311 680 680. An order is only considered cancelled once it has been processed by our customer service team and the cancellation has been confirmed. If possible, please include your order number in your request so that we can locate it as quickly as possible.

Contact us as soon as possible at brit@vafo.cz and include your order number, a description of the problem and, ideally, photos of the parcel or product. This will help us resolve your complaint faster.

Items under complaint should be sent to:

VAFO Praha, s.r.o.

Logistická 100 – budova 5

273 51 Pavlov – Unhošť

Czech Republic

Delivery is free for orders over 999 Kč (including VAT). For orders below this amount, the rates listed in the ‘Delivery Options’ section apply.

You choose your shipping method in the cart when placing your order. The shipping price is always shown before you complete the order.

For subscriptions, we deliver parcels via PPL directly to your chosen address. The standard delivery price is CZK 49, and shipping is free for orders over CZK 999.

The standard delivery time is 1–3 working days.

You can find the current weight limits in the Delivery Options section.

If the quantity ordered exceeds the weight limit, the order will be split into several parcels – free delivery applies only to the first parcel; postage may be charged for each additional parcel in accordance with the standard price list.

You can pay for your order by credit or debit card online, by bank transfer, by cash on delivery, or via Google Pay or Apple Pay.

Online payment is the quickest and most convenient way to pay. Simply enter your card details in the payment gateway. The transaction is secured using the 3D Secure standard, so you will need to confirm the payment by entering a unique code that you will receive via text message from your bank.

An item is in stock if the variant is visible and can be added to the basket.

Out-of-stock items are indicated by a crossed-out variant and cannot be added to the basket. We do not currently have any items marked in this way in stock, and it is not possible to order them. We restock items within a matter of days.

We're here for you on weekdays from 8:00 to 16:00.

You can call us at +420 311 610 610 or email brit@vafo.cz . We aim to reply to emails within 24 hours.

You'll find the full terms and conditions directly on our e-shop in the Terms and Conditions section. They include details about orders, payments, shipping, withdrawal from the contract, complaints and subscription rules.

If you're unsure about anything, email us at brit@vafo.cz or call +420 311 610 610. We'll be happy to help.