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FAQ

Order

  • No. You do not need a customer account to order from VAAY. We also offer our customers the possibility to order our products without creating an account first. However, there are some advantages to having an account with VAAY. With a customer account you do not have to enter your data like address etc. in the future. Additionally you can become a VAAY club member and collect points which you can redeem later for great products.

  • We do our best to ship your order as soon as possible. If you want to cancel or change your order, please send us an e-mail to service@vaay.com. As long as your products have not yet been shipped, we can change or cancel your order.

  • Just add the VAAY products to your shopping cart, in the quantity and variation you want to order. To add a product to the shopping cart, just click on the button "Add to cart". Important: To buy products on VAAY.com you do not need a customer account.

  • If you have not received an email confirmation, please contact us via chat or email: service@vaay.com. We will send you your order confirmation as soon as possible.

  • We will send you your invoice within 30 minutes of receiving your order. If you have not received your invoice, please email us at service@vaay.com.

Shipping

  • We ship our products within Germany and to Austria. However, we are also working on shipping to other European countries.

  • Unfortunately, we are currently unable to offer you any discreet packaging. However, all VAAY packaging is designed to have a neutral effect.

  • Yes, you can specify in the checkout that your billing and shipping address are different. Once you have selected this option, you can add an additional billing address.

  • Currently we send our packages within Germany via DHL. For Austria we use UPS. However, we are working on being able to offer you other shipping service providers.

  • As soon as your package is shipped, you will receive an e-mail from us with your tracking number and a link to your tracking system. If you can't find your tracking number, simply contact us through our chat or by email at service@vaay.com.

  • Yes, we can deliver your order to a DHL pack station. Please be aware that we can't ship the CBD Pen to any pack station as there is no age verification possible. The CBD Pen is only legally allowed for consumers above 18 years.

Coupons & discount codes

  • You can easily enter your discount code in the checkout. Enter your discount / promotion code in the input field and click on "Apply". Once you click on "Apply", we will check if your code is valid. If your code is valid, the discount will be added automatically. If your code is not valid, you will see a red notice next to the input field.

Payment

  • Yes, you can use both PayPal and Klarna for your installment payment. PayPal payment by installments is possible from an order value of 100€. You can pay your order with our partner Klarna in installments. With Klarna's financing service you can pay your purchase flexibly in monthly installments of at least 1/24 of the total amount (but at least 6.95 EUR) or under the conditions otherwise specified in the checkout. The installment payment is due at the end of each month after Klarna sends you a monthly invoice.

  • We currently offer the following payment methods for purchases in Germany: PayPal, Klarna: (purchase on account, immediate transfer and installment purchase), credit card (Visa, MasterCard, Amex, Discover, Union and JCB) and Giropay. For Austria, we currently offer credit card payments (MasterCard, Visa and Amex) as well as advance payment.

  • We offer you the purchase on account through our partner Klarna. Conditions of purchase on account at Klarna The term of payment is 14 days from the date of dispatch of the goods. You can find the invoice conditions here.

  • We offer instant bank transfer as payment method through our partner Klarna. Terms and conditions of Klarna Sofortüberweisung Your account will be debited immediately after placing the order.

Contact

  • You can reach us by e-mail, phone or chat. E-Mail Write us comfortably an e-mail to service@vaay.com or use our contact form. We will answer you as soon as possible. You can also reach us by phone (Monday to Friday from 09:00 - 18:00) at +49 (0) 30 800 93 690.

  • Just send us an e-mail with your feedback, criticism or praise to service@vaay.com. We take feedback and suggestions from our customers seriously and will get back to you as soon as possible.