Frequently Asked Questions

After clicking on the link, create a free account to activate the discount, it takes 30 seconds. The 10% discount is immediately assigned to your account after registration and you can place your first order. You have a discount available for 7 days, after exceeding this period, the system will automatically remove your discount. If you complete the order after the 7th day, another 10% discount will be applied only to the next order.

You can order products as a guest, but you will miss out on: receiving a 10% discount on the entire range from the first order, 4 welcome months in which you receive additional products for free, receiving additional discounts, vouchers and limited products only for registered users. Additionally, you cannot check order status, view order history, or use multiple delivery addresses.

To create an account at Viloway, click "Log in" in the upper right corner of the page, select "Register" and fill out the form (name, surname, e-mail, password). After confirming your e-mail address, the activation link will be active. Creating an account automatically includes you in the Vilo Club loyalty program.

Click "Log in" → "Forgot your password?" and enter the email address associated with your account. We will send you a link to set a new password (valid for 24 hours). If you did not receive the email, please check your SPAM folder or contact biuro@viloway.com.

You can delete your account at any time - log in, go to "My account" → "Account details" and select the option to delete your account. You can also write to biuro@viloway.com. Deleting your account is tantamount to losing your status as a Vilo Club member and being unable to recover your order history.

Log in and go to "My account" → "Account details" or "Addresses" - there you can edit all data. Changing the e-mail address requires confirming the new address with an activation link for security reasons.

Yes, you can subscribe to the newsletter without an account - just enter your e-mail address in the form on the website (in the footer or in the welcome pop-up). You will receive information about promotions, new products and experts. You can unsubscribe at any time by clicking the link at the end of each message.

You can contact us at +48 32 241 43 24 or +48 798 790 504 (Monday-Friday 9:00 a.m. - 4:00 p.m.), by e-mail at biuro@viloway.com (we respond within 24 hours) or via contact form. Complaints should be sent to reklamacje@viloway.com.

Yes, we process your data in accordance with GDPR (Regulation 2016/679) and Polish law. We use SSL encryption, limited employee access, and regular security audits. Payment card details are not stored in our system - they are handled by certified operators (PayU, PayPal). Full information in Privacy Policy.

We transfer your data only to trusted entities necessary to complete the order: PayU, PayPal (payments), InPost, DPD (delivery), EmailLabs (sending e-mails), Hetzner, LH.pl (hosting). Ads are supported byGoogle Ads and Meta Ads. Full list of recipients and legal basis in Privacy Policy.

Write to rodo@viloway.com providing your details (name, surname, e-mail address, possibly order number) and a request to delete the data. We will respond within30 days. Remember that we cannot delete data subject to storage obligations (e.g. invoices - 5 years for accounting reasons).

Yes, joining Vilo Club is totally free. All you need to do is create an account in the store - you automatically become a club member. To activate the 10% discount for 6 months, complete your first order forat least PLN 100 gross. From now on, you receive access to the Vilo Welcome program (first 4 months, freebies for orders over PLN 450/month) and the Follower / Friend / Lover loyalty level program.

Vilo Club is a loyalty program for people who have created an account in the store. By creating an account, you become a member of the Vilo Club community and receive benefits that you do not have as just a guest. Vilo Club is primarily about discounts, dedicated vouchers, the opportunity to participate in competitions and receive prizes, access to limited editions of products, participation in surveys and the ability to influence the store's offer. Additionally, as part of Vilo Club, you can take part in events conducted by Experts in the field of Health, Supplementation and Beauty. That's not all, you can find more information in the "Vilo Club" tab.

Yes. In the account tab you will find yourunique discount code, which you can share with your friends. When a friend of yours registers with your code and makes a first order over PLN 100:

• your friend receives a 10% discount on their entire order
• You receive a 10% bonus on the net value of your friend's first order, to be used as a discount on your next purchases (at least 14 days after its completion orders)

Remember to share the code in accordance with the regulations - do not send it on forums or other places not intended for this purpose. Full rules in Vilo Club Regulations.

Yes, you can resign from your Vilo Club membership by following the due procedures contained in the Vilo Club Regulations.

In the "Account" tab you can track your progress in Vilo Club. There you will also find all the vouchers dedicated just for you, which you can use at any time.

Vilo Welcome is a starter program for new Vilo Club members, lasting 4 months from the month following account registration. Each month you will receivespecial product offers(the later, the more attractive). To qualify, place orders for a minimum of PLN 450 gross per month.

Vilo Club has 3 loyalty levels based on purchases from the last 12 months:

• Follower - from PLN 1,500 gross
• Friend - from PLN 5,000 gross
• Lover - from PLN 12,000 gross

The higher the level, the more valuable bonuses: vouchers, free products, limited editions, beauty services. Full rules in Vilo Club Regulations.

Each Vilo Club member has a unique discount code (= ID number). When a friend you know registers with your code and makes their first order over PLN 100, you receive a 10% bonus on the net value of their first order. The bonus can be used in the form of a discount on your next purchases (after a minimum of 14 days).

After your first order over PLN 100 gross, you receive an active 10% discount on purchases for 6 months. To maintain the discount, you must place at least one order over PLN 100 gross once every 6 months. Inactivity = expiration of the club discount.

Yes - the discount from the discount code is applied to the already reduced Vilo Club club price, unless the conditions of a specific code indicate otherwise. Example: product PLN 100 → club price -10% = PLN 90 → discount code -20% = PLN 72. Some products (e.g. new products, limited editions) may be excluded from additional discounts.

Yes, the store ships abroad. Products are shipped to all EU countries.

If the order is placed before 11:00, it is completed and delivered to the courier on the same day. Depending on the time of order and warehouse occupancy, the process may take up to 72 hours. In exceptional situations, such as holidays, we always inform recipients about a possible extension of this time.

Yes, you have the right to return factory-packed products within 14 days. To do so, please report your desire to return the products by e-mail to reklamacje@viloway.com. We will send you a returns form which you must complete and return. Then send the packed products to the warehouse address: Viloway Sp. z o. o., ul. Lasowicka 127, 42-620 Nakło Śląskie with the note "Return". After receiving the return and verifying the complete order, we refund the funds resulting from the complaint process.

The delivery price list depends on the method and weight of the shipment:

• InPost poznamat - PLN 17.99 (all weights)
• DPD kurier - PLN 20 (up to 2 kg), PLN 23 (up to 5 kg), PLN 26 (up to 9 kg)

We use a system of progressive discounts for delivery - the higher the basket value, the lower the delivery cost:

• from PLN 250 - PLN 8 discount
• from PLN 390 - PLN 16 discount (the cheapest methods are practically free)
• from PLN 670 - completely free delivery

The exact delivery cost is always visible in the basket before confirming the order.

The store sends parcels via DPD and InPost. In special weather conditions for specific products, we disable the use of InPost so that the ordered product does not degrade or lose value due to, among others, external temperature.

Currently, it is possible to pay additionally in EUR.

All you need to do is not pay for your order.

Available payment methods in the Viloway store are:

• PayU fast payments - BLIK, Visa/Mastercard cards, Pay-by-link express transfers, Apple Pay, Google Pay
• PayPal - payment from PayPal account or card
• Traditional bank transfer - to our account (order valid for 7 days)

The method is selected when placing the order. Electronic payments (PayU, PayPal) are processed immediately - the order starts immediately.

Orders paid in advance go through the acceptance process in the system faster, which means that the package is completed faster and you will receive your package much earlier.

Yes, you can pick up your order in person at Viloway warehouse,ul. Lasowicka 127, 42-620 Nakło Śląskie. Before collection, please contact us on +48 32 241 43 24 to arrange a pickup time. The warehouse is open from Monday to Friday, 9:00 a.m. - 4:00 p.m.

Submit a complaint by e-mail to reklamacje@viloway.com - describe the problem, provide the order number, your contact details and what you expect (replacement, refund, repair). We will consider the complaint within 14 days of its receipt. Full rules can be found in Store Terms and Conditions.

You have 14 days from the date of receipt of the package to withdraw from the contract without giving a reason. You can return factory-packed or opened products, but in a condition that allows them to be resold. Full rules and the withdrawal form can be found in Store Terms and Conditions.

In accordance with consumer law, the cost of returning the product is covered by the customer. After receiving the returned goods, we will refund you the full amount paid for the products (excluding the cost of original delivery above standard) - within a maximum of 14 days, using the same payment method you paid.

When placing the order, select the "I want an invoice" option and provide your Tax Identification Number and company details. We will send the invoice electronically to the provided e-mail address after paying for the order. If you have forgotten, write to biuro@viloway.com with your order number - an invoice will be issued within 7 days of purchase.

Yes, if the order has not been shipped yet - please contact biuro@viloway.com with your order number and correct details. After shipment, we can issue a correction invoice containing the correct data.

Yes, BLIK is available through the PayU gateway - select "PayU" as the payment method and the "BLIK" option in the PayU panel. Payment is made immediately after entering the BLIK code from the banking application. Order processing begins on the same or next business day.

First check the status of your shipment based on the number you received by e-mail (DPD/InPost tracking link). If the parcel is delayed by more than 3 business days, please write to biuro@viloway.com with your order number - we will file a complaint with the carrier and explain the situation.

Yes, we sell to companies - select "Company invoice" when ordering and provide your Tax Identification Number. For wholesale orders over PLN 1,500, please contact biuro@viloway.com - we offer special conditions and an individual price offer for resellers and business partners.

The difference between RDA, DRV and RWS is the terminology and goals of the nutrient intake guidelines: RDA (Recommended Dietary Allowances): This is a more general measure of the amount of nutrients an average person needs in their diet. RWS (Reference Intake Values): They replace the RDA from 2016 and more precisely determine how much nutritional value from a product contributes to the body's daily needs. DRV (Reference Dietary Intake): They focus on determining the needs of different groups of people, such as women, men and children, taking into account differences in nutrient needs depending on gender and age. RWS and DRV are used on food and dietary supplement labels to help more accurately assess the nutrient content of products in relation to their daily needs.

Tests are not necessary, but they allow you to adjust supplementation to individual needs. The results will help determine what micronutrients and vitamins your body needs, and what products can help compensate for these deficiencies. Before you start supplementation, we recommend conducting the following tests: - Vitamin D3 level. - Blood count with smear. - Lipidogram test. - Measurement of the level of ALAT (alanine aminotransferase) and AST (aspartate aminotransferase) in the blood, which assess liver function. - Measurement of iron levels. - Ferritin test, which helps assess the level of iron stores in the body. - Creatinine and eGFR (glomerular filtration rate) measurement to assess kidney function. - ESR (passive precipitation) and CRP (C-reactive protein) test to assess inflammation. - Urine test with sediment. - Measuring the levels of zinc, selenium and copper, although relatively expensive tests, can help determine the body's needs before starting supplementation, especially with products containing these ingredients, e.g. NewMe. - Measurement of electrolyte levels. - Determination of the level of vitamin B12 and folic acid. - Testing the concentration of TSH (thyrotropin), and preferably FT3 (triiodothyronine) and FT4 (thyroxine) to assess thyroid function. These tests will help determine the specific needs of your body and adapt supplementation to individual requirements.

Each body is different, and the effects of using dietary supplements may vary depending on individual predispositions and needs. Some people may notice the first effects after just a few days, while others only after a few or a dozen or so weeks. Systematic use of supplements is key. We recommend supplementation for at least one month, and preferably three months, to obtain optimal results.

Yes, all our dietary supplements are produced in Poland. We are manufacturers, which allows us to have full control over the production process and the quality of our products. The ingredients from which they are made come from different parts of the world. We always obtain the strongest, best and best-tested raw materials at a given moment. For example, in our Omega 3 formula we use high-quality Peruvian anchovy oil, while often simple and cheapest oils are used in such products.

Yes, the plant extracts in all our herbal supplements are standardized. Thanks to this, you can guarantee that each serving of our supplement contains the declared amount of active ingredients. Standardization ensures the consistent quality and effectiveness of our products, giving you the confidence that you are receiving a supplement of the highest value.

DER (Drug Extract Ratio) is an indicator informing about the amount of raw material from which a plant or herbal extract was obtained. It is marked for each plant extract and indicates the degree of concentration of the raw material. For example, DER 15:1 means that 1 gram of extract was obtained from 15 grams of raw material. A high DER indicates a high concentration of the raw material, which means that the supplement has a much stronger effect compared to less concentrated products. For you, this means that the supplement you use provides more active ingredients, which increases its effectiveness and ability to support the body.

Medical glass provides excellent protection against external factors such as moisture, light and oxygen that can affect the quality and effectiveness of supplements. Thanks to this, our products retain their nutritional properties and effectiveness for a longer time.

Uro Vitalis contains natural plant ingredients that work best with regular use. We recommend a minimum of three months of continuous use for optimal results, in accordance with traditional herbal methods. Punarnava and nettle have been used for longer periods in Ayurvedic and European herbal medicine to support the body's natural functions.

Yes, the ingredients in Uro Vitalis—especially pumpkin seeds—have a long tradition of use in folk medicine, specifically for mature men. Pumpkin seeds (DER 10:1) have historically been valued for supporting the proper functioning of the genitourinary system. However, if you have prostate problems, we always recommend consulting a doctor before starting supplementation.

Consult your doctor every time before starting supplementation during pregnancy or breastfeeding. Some ingredients (e.g. herbs, vitamin A) require dosage adjustments or are contraindicated. Full information about contraindications can be found in the description of each product.

Some supplements may affect the action of drugs - e.g. calcium reduces the absorption of antibiotics, vitamin K affects anticoagulants. Always consult supplementation with your doctor or pharmacist if you take medications on a regular basis. Keep at least 2 hours between the supplement and the medicine.

Yes, all our dietary supplements are reported to the Chief Sanitary Inspectorate (GIS) and approved for trading in Poland in accordance with the Act of August 25, 2006 on food and nutrition safety. Safety and quality are our priority - we use certified raw materials and Polish production plants.

Store supplements in a dry and cool place (up to 25°C), away from direct sunlight and moisture. After opening the package, close it tightly. Keep out of the reach of small children. The expiry date can be found on the packaging - after this date, do not consume the product.

For people starting supplementation, we recommend starting with the basics: vitamin D3 + K2 (all of Poland is deficient), magnesium (stress, sleep), omega-3 (brain, heart). Then choose products tailored to your goals - regeneration, immunity, beauty. If you have any doubts, write to us - we will help you choose a set.

The labels of our cosmetics contain the shelf life symbol of cosmetic products called PAO (Period After Opening) or the symbol of an open jar. This is a graphic sign showing an open jar with an inscription informing about the number of months during which the cosmetic is useful for use after first opening. For example, if the symbol says "12M", it means the product should be used within 12 months of opening.

No, our products are not tested on animals. Testing cosmetics on animals has been banned in the European Union since 2004, and since 2013 it is also prohibited to place cosmetics and ingredients tested on animals on the EU market. Therefore, all cosmetics available on the EU market must meet the same standards, and the use of "not tested on animals" statements on cosmetic packaging is an industry standard.

Apply a small amount of the product to the skin behind the ear or in the crook of the elbow and wait 24 hours. If there is no redness, itching or irritation, the cosmetic is safe for you. In case of an allergic reaction, discontinue use and consult a dermatologist.

Most of our cosmetics are vegan - they do not contain ingredients of animal origin. Always check the label and product description - this is where we indicate the vegan status. All products are cruelty-free (not tested on animals), in accordance with the ban in force in the EU since 2013.

We do not use parabens, SLS, silicones or artificial dyes in our cosmetics. We focus on natural, safe formulas with certified ingredients. The full composition of each product (INCI) can be found in the description and on the packaging - in accordance with Regulation (EC) 1223/2009.

Luovi Touch is a skin care series with active botanical ingredients (creams, serum, shea butter) - moisturizing and regeneration. Skin Mission are targeted dermocosmetics (e.g. preparations for acne, discoloration, hair loss) with a higher concentration of active ingredients. Both brands are our own, based on scientific research.

Stop use immediately and wash the skin with lukewarm water. In case of a severe reaction (swelling, shortness of breath) - call for medical help. Keep the product packaging and contact us at reklamacje@viloway.com - we report serious adverse reactions to the Chief Sanitary Inspector (cosmetics surveillance, Article 23 of Regulation 1223/2009).

The shelf life after opening (PAO) is marked on the packaging with an open jar symbol with the number of months (e.g. "12M" = 12 months). After this period, the product may lose its effectiveness or become dangerous. Most of our cosmetics have a PAO of 6-12 months.