Security & Verification

Ensuring the online security of our customers is our top priority! We have taken various measures to detect and prevent money laundering and fraud at an early stage. Occasionally, our internal security system may trigger a message that leads to a customer identity check. We are aware that random checks may also affect innocent customers, but these measures are in place to ensure the safety of all parties. Below you can find out more about the identity verification process and keep up to date with current fraud cases. It's important to know that we never ask for private information during the verification process, and that you can hide any unnecessary details on your ID (or similar document).

The most frequently asked questions:

What are the reasons for verification measures?

We kindly ask our customers to perform verification to prevent possible fraud and theft scenarios. Our verification process that we implement helps to ensure higher security standards, especially through the application of KYC (customer identification data) and AML (anti-money laundering) procedures. These steps are crucial to ensure that our customers do not fall victim to fraudulent schemes.

It is important to note: Please only ever order our products for yourself or for someone you know personally. Never use them as a means of payment for a third party. For online transactions, we always recommend using a traceable payment method.

Why has my order undergone a security check?

Unfortunately, it is necessary to check a certain number of orders to prevent possible fraud. Conducting these checks for fraudulent activity is essential to ensure that our website is not used for illegitimate purposes. We work hard to facilitate only legitimate transactions. If your order is flagged as suspicious, this is simply to verify the legitimacy of the transaction. We are aware that authentic users with purchasing intentions are occasionally asked to follow these steps. We are sorry that this is necessary, but it is an essential measure to ensure the security of our website.

How can I verify myself?

It is necessary to request certain documents in order to complete the verification process to finalize your order. These documents are only used to verify the payment account used. You may be asked to send us a valid proof of identity (such as a driver's license, passport or ID card) in the form of a selfie.

Important note: These documents will be treated with the utmost confidentiality and we will never pass them on to third parties.

What does VGO-Shop do with my photo?

The documents provided are used exclusively for the verification process and will not be used for any other purpose. You can find more details in our Privacy policy.

Why was my verification not successful?

• The uploaded file shows an image of an image or has been edited in some other way
• Some or all of the document's boundaries are not recognizable
• The document is outside the optimal detection range of the camera
• The image shows only the user without a recognizable ID document
• The photograph of the document is not sharp enough
• The validity of the document has expired

We therefore ask you to check the uploaded image so as not to delay the process unnecessarily.

I do not want to be verified. What can I do?

You always have the option of contacting our support team to find a suitable solution if you are not ready to verify yourself with us.
Please note that we are not able to issue a refund for every payment method if you wish to cancel your payment. For some payment methods it is possible to reverse a payment, but it is important to note that this does not apply to all payment methods. We apologize for any inconvenience this may cause.