Frequently asked questions
What can we help you with?
Brit
Do I need to register to use the benefits?
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.
How does the loyalty programme work?
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.
How does the subscription work?
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.
Can I change, pause or cancel my subscription?
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.
What happens if a product in my subscription is out of stock?
If a product from your subscription is unavailable, we'll let you know. You can adjust your package and replace the unavailable product with another one.
If the regular order cannot be created due to unavailability, the order will not go through and no payment will be taken.
Can I return the goods I bought?
Yes. If you meet the conditions for withdrawal from the contract, you can return goods purchased through our e-shop within 14 days of receiving them.
Please send the goods to:
VAFO Praha, s.r.o.
Logistická 100 – budova 5
273 51 Pavlov – Unhošť
Czech Republic
You can also notify us of your withdrawal at brit@vafo.cz .
Please note that for some goods, withdrawal is not possible for hygiene or legal reasons – for example, if the product has been removed from its sealed packaging and can no longer be returned for hygiene reasons.
What should I do if I receive damaged or incorrect goods?
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
When can I contact customer support?
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.
How does shipping work and when is it free?
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.
Where can I find the terms and conditions and other important information?
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.