Most problems have a fast answer. Find yours below, or email [email protected] with your order number and we will take it from there, usually within hours.
Where is my order?
Check the Track order page with your order number and email. Orders are dispatched within 3 to 4 working days of payment, the first tracking scan appears 24 to 72 hours after that, and delivery takes around 20 days. If tracking has not moved for 25 business days, email us: the parcel is treated as lost and is reshipped or credited in full.
My payment has not been confirmed
Crypto orders are approved automatically once the network confirms the transaction, which can take up to an hour for Bitcoin. If it has been more than 12 hours, send us the order number and the transaction ID or a wallet screenshot and we will match the payment by hand. The most common cause is an amount that was short by the network fee; the How to pay page shows how to avoid that.
Something is missing, wrong or damaged
Email photos of the parcel, packing slip and items within 7 days of delivery. Keep what you received. We resend the affected items within 7 days at no cost. Full rules are on the Refunds and returns page.
Customs stopped my parcel
Send us a photo of the customs letter. Parcels up to 360 g are reshipped once, free, under the reshipping guarantee. Andractim gel is reshipped for a flat 7 euros.
I need to change my order or address
Email us straight away with the order number. Anything can be changed or cancelled until the parcel is dispatched, which is normally within 3 to 4 working days of payment.
I want a product you do not list, or a bulk price
Email the product name, strength and quantity. We check with our distributors and reply with availability, price and lead time.
I have a question about a product
We can tell you about pack sizes, manufacturers, expiry dates and availability. We cannot tell you whether a medicine is right for you or what dose to take; that is a conversation for a doctor who knows your history.
Account and privacy
Password resets are on the My account page. To have your data corrected or deleted, email us from the address on your account; deletions are completed within 7 days. See the Privacy policy.
Contact
[email protected], answered seven days a week. Include your order number in every message about an order; it saves a round trip.