Question 1

How fast will my order arrive?

Accepted Answer

Orders placed before 14:00 CET on a working day usually ship the same day. GLS delivery within Slovenia takes 2–5 working days, other EU countries 3–10 working days. Tracking is emailed to you.

Question 2

Is the delivery really discreet?

Accepted Answer

Yes. The outer packaging is a neutral cardboard box with no logo and no description of the contents on the label. The sender name is an anonymised dispatch office, not "ViagoShop". Full details in the Discreet delivery note.

Question 3

How can I pay?

Accepted Answer

We accept Visa and Mastercard (processed by Mollie with 3-D Secure), Apple Pay, Google Pay, bank transfer and PayPal. We do not accept cryptocurrencies. For businesses we can issue a pro-forma invoice with VAT.

Question 4

Will the charge show the shop name on my statement?

Accepted Answer

No — the transaction appears on your bank statement as "ENS PAY" or "MOLLIE COM" depending on the processor, with no shop name.

Question 5

Can I return a product if it does not fit?

Accepted Answer

Yes, within the EU statutory 14-day right of withdrawal. For intimate-use items, there is a legal limitation — they can be returned only if the protective seal or hygiene wrap is intact. Procedure in the Returns page.

Question 6

I have a fault — warranty?

Accepted Answer

All items carry the statutory warranty for material defects (2 years for consumers). Send the complaint with description and photo to support@viagoshop.com — we reply within 5 working days and provide return instructions at the shop's expense.

Question 7

Are your products body-safe?

Accepted Answer

Every product we stock uses body-safe materials: medical-grade silicone, phthalate-free ABS, paraben-free lubricants. Composition and materials are listed on each product page. If the manufacturer does not publish ingredients, the item does not enter the catalogue.

Question 8

Do you issue B2B invoices?

Accepted Answer

Yes. At checkout enter your VAT ID and company name; the invoice will be issued with VAT and ready for your accountant. For larger orders email support@viagoshop.com — we will prepare a pro-forma invoice and discuss volume discount.

Question 9

Do you ship outside the EU?

Accepted Answer

We ship to Switzerland, United Kingdom, Norway, USA and Canada. Shipping cost and customs information appear in the cart once you enter the address. For other destinations email support@viagoshop.com — we will check if delivery is feasible.

Question 10

How do you protect my data?

Accepted Answer

The shop does not store card details (processed by Mollie). Addresses and order history are stored while you have an account with us. You can request export or deletion under GDPR — procedure in the Privacy policy.

Question 11

How do I get in touch?

Accepted Answer

Fastest by email: support@viagoshop.com — same-working-day reply. Phone is for quick questions — contact details on the Contact page.

Frequently asked questions

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