Frequent Asked Questions

We’ve collected the most frequently asked questions to help you quickly find what you’re looking for.
From ordering and delivery to returns, warranty and product use — it’s all here.
Still unsure? Reach out to our support team for personal assistance.
Ordering & Account Payment Shipping & Delivery Returns Warranty & Quality
Products & Use Stores & Retail Partners Contact & Support About VITILITY Accessibility & Inclusion

Ordering & Account

1. Do I need an account to place an order?
No, you can place an order as a guest. Creating an account is optional, but it allows you to track your orders more easily and manage your details for future purchases.

2. How do I know if my order was successful?
After placing your order, you will receive a confirmation email. If you do not receive it, please check your spam folder or contact our support team.

3. Can I change or cancel my order after placing it?
If your order has not yet been processed, we may be able to adjust it. Please contact us as soon as possible. Once the order has been shipped, changes are no longer possible.

4. I made a mistake in my address — what should I do?
Contact us immediately. If the order has not been shipped yet, we can still correct the address.

5. Can I order for someone else?
Yes, you can enter a different delivery address at checkout. This is common for family members or caregivers ordering on behalf of someone else.

Payment

1. Do I need an account to place an order?
No, you can place an order as a guest. Creating an account is optional, but it allows you to track your orders more easily and manage your details for future purchases.

2. How do I know if my order was successful?
After placing your order, you will receive a confirmation email. If you do not receive it, please check your spam folder or contact our support team.

3. Can I change or cancel my order after placing it?
If your order has not yet been processed, we may be able to adjust it. Please contact us as soon as possible. Once the order has been shipped, changes are no longer possible.

4. I made a mistake in my address — what should I do?
Contact us immediately. If the order has not been shipped yet, we can still correct the address.

5. Can I order for someone else?
Yes, you can enter a different delivery address at checkout. This is common for family members or caregivers ordering on behalf of someone else.6. Which payment methods do you accept?
We accept all major payment methods supported, including credit card, PayPal, Apple Pay, Google Pay and local options depending on your country. You can view them at checkout.

7. Is it safe to pay on the VITILITY website?
Yes. All payments are processed through secure, encrypted systems and certified payment providers.

8. When will I be charged for my order?
Payment is processed immediately after placing your order.

9. Can I receive an invoice?
Yes. Your invoice is automatically included in your order confirmation email.

Shipping & Delivery

10. How fast will my order be shipped?
Orders placed before 21:00 are shipped the same day.

11. Which carriers do you use?
We work with DHL, PostNL and their premium local partners across Europe.

12. Can I track my order?
Yes. You will receive a personal Track & Trace link as soon as your order leaves our warehouse.

13. What are the delivery times?
Delivery times depend on your shipping zone and range from 1 to 6 working days. You can find full details on our Shipping & Delivery page.

14. Do you ship internationally?
Yes, we ship across Europe using shipping zones.

15. What happens if I am not home during delivery?
The carrier will usually attempt a second delivery or deliver to a nearby pickup point.

Returns

16. Can I return my order?
Yes, you can return unused products within 30 days.

17. Who pays for return shipping?
Return shipping is paid by the customer. We keep our product prices honest and do not include hidden return costs.

18. Why do I pay for returns?
Just like returning a product to a physical store requires your own transport, return shipping is your responsibility. This allows us to keep prices fair for everyone.

19. What conditions must a return meet?
Products must be unused, complete and in their original packaging.

20. When will I receive my refund?
After we receive and inspect your return, the refund is processed within a few working days.

21. What if my product arrived damaged or incorrect?
In that case, we cover all return costs and solve the issue immediately.

Warranty & Quality

22. How long is the warranty?
All VITILITY products have a 2-year warranty.

23. What does the warranty cover?
The warranty covers manufacturing defects and technical issues on non-wear parts during normal use.

24. What is not covered by warranty?
Normal wear and tear, misuse or damage caused by incorrect use.

25. What should I do if my product stops working?
Contact our support team with your order number and a description of the issue.

Products & Use

26. Are VITILITY products medical devices?
Some products are CE MDR certified class I medical devices, others are lifestyle and daily living aids.

27. Where can I find instructions?
Every product includes clear instructions on the packaging and via QR code.

28. What is the QR code on the packaging?
It links to a short instruction video showing how to use the product safely.

29. Can I use VITILITY products with a specific condition?
Many products support different conditions, but we always recommend consulting a professional if unsure.

30. How do I choose the right product?
Our category pages, product descriptions and videos help you choose. You can also visit a store for advice.

Stores & Retail Partners

31. Where can I find VITILITY in stores?
Use our Store Locator to find a retail partner near you.

32. Are all products available in every store?
No. Each store has its own selection, so we recommend contacting the store in advance.

33. Can I try products in-store?
Yes. Many customers prefer to see or feel products before buying.

Contact & Support

34. How can I contact VITILITY?
Via our Contact & Support page.

35. When will I receive a reply?
We usually respond within 1 working day.

36. In which languages is support available?
Support is available in English and several European languages.

About VITILITY

37. What is the difference between Original, ID and Professional?
Original is for everyday home use. ID focuses on design and identity. Professional is for care environments.

38. Is VITILITY a family-owned company?
Yes, VITILITY was founded as a family business and still operates within the same family.

39. Where are VITILITY products designed?
All products are designed in-house by our team.

40. Are VITILITY products sustainable?
We actively work on responsible production, sustainable packaging and long-term product design.

Accessibility & Inclusion

41. Are instructions accessible for visually impaired users?
Yes. Our website supports screen readers and QR videos offer visual guidance.

42. Can caregivers order for someone else?
Yes, this is very common.

43. Do you offer personal advice?
Yes. Through support or retail partners.