Frequently Asked Questions

Yes, you can place your order by phone by speaking directly with one of our advisors. You just need to provide us with the exact reference of the products you wish to buy (you can find it on our website, below the product name; they are numbers starting with the letter V).

Additionally, when placing your order by phone or WhatsApp, you can choose cash on delivery, and pay comfortably when you receive your package.

Phone numbers:

• Landline: 954 08 31 88

• Mobile / WhatsApp: 627 22 88 23

You can also write to us directly via WhatsApp at 627 22 88 23 to place your order or resolve any questions.

All our packages are 100% discreet. The box does not show any reference to VivelaVita, the word sexshop, and of course, none of the contents. Nobody receiving the package will imagine the pleasure it contains.

We leave you with a short video showing the packaging of our orders, although some packages may be sent in cardboard or plastic envelopes (if the order contains a few products).

Please note that the sender's name may be completely different, such as PC Informativa. We remind you of this so you don't reject the order if the sender's name seems unfamiliar, as it will be something similar.

Discount codes or promotions, as well as loyalty points, can be redeemed in the second step of the order process, when choosing the carrier. At this step, depending on the device, a box appears below or to the right, asking "Do you have a promotional voucher?". You just need to copy the code and paste it, hit redeem, and it will automatically be applied to the basket. It is not possible to redeem two vouchers at once in the same purchase.

Yes, absolutely. At VivelaVita, we prioritise your privacy and security. That's why we use 100% secure payment gateways, which redirect you directly to the page of the bank or payment provider. We do not store or access your banking information at any time.

Secure payment methods available:

• Card or Bizum: You will be redirected to Banco Sabadell's gateway to complete the payment.

• PayPal or Klarna: We'll take you to their official platforms to pay from your account.

• Bank transfer: Once your order is completed, we'll send you an email with our bank details. You can make the transfer from your app, online banking, or at an ATM, as you prefer. Once it reflects in our account, we will accept the payment, and the package will be sent (this order may take more than 24 hours to be delivered).

• Cash on delivery: You can pay in cash upon receiving the package, directly to the courier (only available for shipments to Spain and Portugal).

What name appears on your bank statement? The charge on your account may appear as: “Vive”, “Vivesex”, “VivelaVita” or “Cerotec”, depending on your bank or the payment method used.

Yes. Customers can cancel their order as long as it has not left the warehouse, meaning they have not received the email confirming that the order has been shipped.

You should send an email to info@vivelavita.com indicating the order number, or contact us through the website chat or by telephone and one of our agents will let you know if the cancellation is possible.

To make a purchase on our online store, you need to select the products you are interested in and add them to your basket using the "Add to Basket" button.

When you hover over the basket icon, the products you have selected so far will be displayed, along with their total price. From there, you can complete the purchase by clicking the "Proceed to Secure Checkout" button, or continue shopping.

Once you have selected all the products you want, click the "Proceed to Secure Checkout" button to start the purchase process with the items added to your basket.

You will be asked to enter your email address. You can register on the website with your email by setting a password, or click "Save data. Earn points and special offers" button (selected by default), to uncheck the registration option if you do not wish to register and you can continue as a guest to process your order.

On the next screen, you will need to enter your shipping address details. Then, click "Continue" and select the carrier, choosing whether you want to receive the order at your home or pick it up at a local office.

Finally, you will access the last screen to select the payment method and complete your purchase. You will always receive a confirmation email with the purchase details, order number, and a summary of the products purchased (check junk or spam mail). 

You can make the payment in 6 different ways:

• Credit Card: If you want to pay by credit card, have the following details on hand: card number, cardholder's name, expiration date, and CVV (security code on the back of the card). Then, for security, you must log in to your online banking to confirm the order and return to the Vive la vita website to automatically complete the order.
• Bizum: If you want to pay via Bizum, you need to enter your phone number and complete the purchase from your bank's app or by entering your Bizum code. Remember to activate the "send and receive money with Bizum" option in your online banking. Once done, return to the Vive la vita website to automatically complete the order.
• PayPal: If you already have a PayPal account, you will be redirected to their page to complete the payment once your order is finalized. If you are not registered with PayPal, we recommend signing up before completing your order with this payment method.
• Klarna: If you want to pay in 3 installments with no fees. The purchase must be over 35 euros. If you already have an account with Klarna, you will be redirected to their page to complete the payment once your order is finalized. If you are not registered with Klarna, we recommend signing up before completing your order with this payment method.
• Bank Transfer: Once the order is finalized, we will send you an email with our bank details. You can make the transfer from your app, online banking, or at an ATM, as you prefer. Once it reflects in our account, we will accept the payment and proceed with shipping the package. If you prefer to pay by this method, be aware that your order will be processed when the bank notifies us of the deposit. This method may delay order processing up to 72 hours as some banks take up to 3 days to complete the transfer.
• Cash on Delivery: You can pay in cash upon receiving the package, directly paying the order at the moment you receive it from the carrier (only available for shipments to Spain and Portugal).

Please note that in our commitment to provide you with fast service, once the order and payment have been confirmed, we will proceed to prepare the shipment immediately. Once the order has left our warehouse, it is impossible to modify or cancel it.

If you wish to make any changes to your order, you can write to us via chat, call us, or send us an email at info@vivelavita.com, including the order number and the change you would like to make. Our customer service team will let you know if the change can be made or not.

Normalmente los productos que aparecen en la web, sin la etiqueta "agotado" están disponibles. No obstante, puede darse el caso de que nos quedemos sin existencia de algún producto y no se vea reflejado de forma inmediata, de manera que te permita hacer la compra.

En el caso de que esta situación suceda, nuestro equipo de atención al cliente se pondría en contacto contigo lo antes posible para ofrecerte una solución alternativa. Estas situaciones son excepcionales, que no suelen darse.

También puedes introducir tu e-mail en la página del producto agotado para que te avisemos automáticamente cuando vuelva a estar disponible.

If the promotional code you entered does not apply, it may be due to:

– The code is misspelled or does not exist. Please check that the characters are entered correctly. We recommend that you copy and paste the code exactly as we sent it to you.

– The code has expired.

– The code has already been used previously. Codes can only be used once per customer.

– The order does not meet the requirements.There are certain requirements that must be met to use the promotions, such as the order must be made from a customer account and not as a guest. You must confirm if a minimum purchase is required or if you have other promotions applied.

If you have reviewed all the fields and everything is correct but you still receive an error, contact customer service at info@vivelavita.com and we will resolve the issue within approximately 24 hours.

All electronic products have a 3-year warranty. The first thing you need to do is contact customer service via email at info@vivelavita.com, stating the reason for your inquiry and your order number.

We’ll then request a short video as required by the manufacturers to initiate the warranty process. After this, our customer service team will guide you through the following steps.

It is essential to keep the product box, as this is an intimate use product. 

The warranty period will not apply in cases of failures or defects caused by accident, negligence, or misuse of the product by the customer. Furthermore, manipulating or altering the product in any way, such as wiring, adding components, soldering, or any other modifications will automatically void the warranty. 

All our products come with a three-year warranty. During the first six months, any malfunction is considered a manufacturing defect, so the warranty can be managed through a video, except for certain products such as realistic torsos, automatic masturbators, or other items for which the manufacturer expressly requires a return to the warehouse.

After six months, the customer must send the defective product in its original packaging. Therefore, it is essential to keep the box during the warranty period, as failure to do so will void the warranty.

The warranty period does not apply to failures or defects caused by accidents, negligence, or misuse by the customer. Likewise, any manipulation or modification of the product —such as wiring, addition of components, welding, or other alterations— will automatically void the warranty.

Yes, there are certain products that cannot be returned. This includes those that have been opened and do not retain their original packaging or seal. Additionally, for strict safety and hygiene reasons, returns of lingerie items are not accepted.

Often, products come with complimentary batteries. If the batteries do not work, it does not mean the product is faulty. Sometimes, the complimentary batteries are depleted, and the toy requires new batteries. In this case, the product is not eligible for return.

If it's a return because you don't want the product, the shipping costs are covered by the customer.

Since these are intimate hygiene products, it is essential that they are sent in their original packaging. It is necessary to keep this packaging to process any guarantees. Keep the product inside its original package and place it in another box to ensure protection during transportation. Don't forget to include all the accessories.

We provide customers with the option to choose between having their order delivered to an address specified by them or picking it up at the courier's office. Both options can be selected when placing the order, immediately after entering the shipping details.

When the collection at office option is chosen, the order is picked up at the office closest to the address provided by the customer when placing the order (specifically, the customer will be informed of the office where they can collect the order through the package tracking number via the courier's official website). It may happen that if there is no official courier office in their locality, the order is located in a different town.

Once you place the order, we will keep you informed in the following ways:

• Once you complete the purchase process, you will receive an email letting you know that the order has been received, along with the number we have assigned to it.
• When we receive the payment notification, whether by credit card, Paypal, or bank transfer, you will receive a "payment confirmation" notice, and then we will proceed to prepare the goods.
• Once the goods are prepared in our warehouses and we have contacted the carrier, we will send you a communication with the order details, tracking number, and estimated delivery time. You can visit the carrier's website, and with the tracking number we provide, you will be able to track the shipment at any time.

The transportation agency will deliver your order to the shipping address you provided during the purchase process. Once the order has left our facilities, this address cannot be changed.

The courier will deliver the order during business hours. If they cannot find your address or encounter any issues, they will contact you by calling the phone number you registered when placing the order.

If someone else collects the order on your behalf, they must sign the delivery note indicating their personal details such as ID, name, and surname.

If no one is at your address at the time of delivery, the courier will leave a notification which you can check with the locator of your order on the official courier website. The transportation agency usually attempts a second delivery. If during the second delivery the courier does not find anyone at your address, you will need to personally go to the nearest transportation agency office to collect the order.

At VivelaVita, we ship throughout Spain and abroad. Delivery times and rates depend not only on the destination but also on the chosen carrier and the weight of the order. Prices are estimated, as they may be recalculated when placing the order, based on the package's weight or the warehouse from which the products are shipped. We also want to inform you that these are estimated times and do not include holidays, weather-related delays, and other circumstances that could affect delivery time, which we cannot foresee.

Iberian Peninsula (Spain)
Free shipping from €50 (Post) and €60 (Nacex and MRW)
	At office	At home	Delivery time
	€3.90	€3.90	24-48 hours
		€3.90	24-48 hours
	€2.99	€2.99	3/5 days

Portugal
Free shipping from €50
	At office	At home	Delivery time
	€3.90	€3.90	24-48 hours

Balearic Islands
Free shipping from €90
	At office	At home	Delivery time
		€7.44	Approx. 72 hours
		€11.77	Approx. 72 hours
	€8.51	€8.51	Approx. 72 hours

Canary Islands | Ceuta | Melilla
Free shipping from €120
	At office	At home	Delivery time
	€8.90	€7.36	3/5 days

Europe | South America
Free shipping from €80
		Delivery time
Germany / France	€7.95	48/72 hours
Italy / Netherlands/ Belgium/ Czech R./ Austria/ Malta/ Luxembourg/ Liechtenstein	€7.95	48/72 hours
United Kingdom / Poland / Ukraine / Slovenia / Switzerland	€7.95	48/72 hours
Hungary/ Belarus/ Bulgaria/ Moldova/ Russian F./ Slovakia	€7.95	48/72 hours
Denmark/ Croatia / Estonia / Finland / Ireland / Latvia/ Norway / Sweden	€7.95	48/72 hours
Turkey / Greece	€7.95	48/72 hours
GLS South America (Customs Dispatch +€12.50 not included)	€7.95	72/198 hours

Other International Destinations
Free shipping from €240
		Delivery time
Zone A: Germany / Austria / Belgium / Denmark / France / Gibraltar / Greece / Ireland / Italy / Jersey Island / Luxembourg / Norway / Netherlands / Portugal / United Kingdom / Sweden / Switzerland	€4.99	3/5 days
Zone B: Barbados / Cyprus / Croatia / Slovakia / Slovenia / Estonia / Finland / Hungary / Iceland/ Latvia / Lithuania / Malta / Poland / Serbia / Turkey	€4.99	3/5 days
Zone C: Aruba / Brazil / Canada / Mexico / Dominican Republic / USA	€4.99	5/8 days
Zone D: Saudi Arabia / Australia / South Korea / Hong Kong / Maldives / Israel / Lebanon / Malaysia / New Zealand / Singapore	€4.99	6/8 days
Russia	€4.99	9 days

Orders placed on the Vivelavita website before 17:00 hours, from Monday to Thursday, leave the warehouse the same day (except on public holidays or during high-demand periods, such as the Christmas season) and are delivered the next day.
That is, if an order is placed on Monday before 17:00, it will go out for delivery on Tuesday and can be delivered that same day, between 9:00 and 20:00 approximately.

If the order is placed after 17:00, it will leave the warehouse the next day, so the 24 hours will start counting from then.
Continuing with the previous example, if you place the order on Monday after 17:00, it will leave the warehouse on Tuesday and be delivered on Wednesday.

When you place an order on a Friday before the cut-off time (for example, 17:00), the order is prepared and dispatched that same day. However, the courier services do not deliver during the weekend, so the order will not be put out for delivery until the next working day, which is Monday.

This means that even if the order has left the warehouse on Friday, the 24-hour delivery period starts counting from Monday, since neither Saturday nor Sunday are considered working days for transportation.

**Courier services reserve the right to extend the delivery period up to 48 hours for orders with 24-hour delivery.

Even so, they are usually punctual and deliveries are normally made within the 24-hour period.

**This type of delivery is only available for shipments to mainland Spain and Portugal.

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How do I become an affiliate?

Simply register at the following link: https://www.vivelavita.com/es/afiliados

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