Frequently Asked Questions (FAQ)

1. Delivery Area

Shipping is available exclusively to member states of the European Union (EU). Delivery to countries outside the European Union is not possible.

2. Contact & Availability

Our customer service can be reached by telephone during the following hours:

• EU customers: Monday to Friday, 09:00 a.m. – 5:00 p.m.
• Polish customers: Monday to Friday, 10:30 a.m. – 1:30 p.m.

Please note: Orders are not accepted by telephone.

3. Ordering Methods and Processing Times

Orders can be placed as follows:

• Online via our webshop (recommended method)
• By e-mail

Orders submitted online via the webshop are prioritized and processed as quickly as possible.

Orders placed by e-mail are usually processed within 1–2 working days.

Telephone orders are excluded.

4. Shipping Costs

Standard Shipping

• Netherlands: €7.00
• Romania and Poland: €10.00
• Other EU Member States: €15.00

Express Shipping

• Netherlands: €18.00
• Other EU Member States: €25.00

No free shipping threshold applies to express shipping.

Additional charges may apply if temperature-controlled (cooling) packaging is required.

5. Delivery Times

Depending on the destination country, delivery usually takes between 1 and 10 working days, unless otherwise stated on the respective product page.

6. Local Collection

Goods may be collected in person at Sonnen-Apotheke, Emmerich am Rhein, after placing an online order.

7. Payment Methods

The following payment methods are available:

• Prepayment (bank transfer)
• PayPal
• Credit card
• Invoice
• SEPA direct debit
• Cash payment upon collection
   

For prescription-only medicines, certain payment methods may be excluded due to legal or contractual requirements.

Notice Regarding Bank Transfer Payments

If you choose the payment method “Prepayment (bank transfer)”, you will receive an e-mail confirmation once the full invoice amount has been credited to our account.

Unless otherwise agreed, dispatch will only take place after full payment has been received.

8. Ordering Prescription-Only Medicines

For prescription-only medicines, submission of a valid original prescription is required.

1. Select the medicine in the webshop.
2. Upload a photo of the prescription during checkout (for preliminary review).
3. Send the original prescription by post to the pharmacy.
4. The goods will only be dispatched after receipt and verification of the original prescription.
    

Copies, faxes, or printouts are not sufficient.

Electronic prescriptions (e-prescriptions) with a valid QR code may be redeemed, provided all legal requirements are met.

9. Right of Withdrawal

Consumers are generally entitled to a statutory right of withdrawal of 14 days.

The withdrawal period begins on the day on which you, or a third party designated by you, takes possession of the goods.

To exercise your right of withdrawal, you must provide a clear declaration (e.g. by letter or e-mail) to the pharmacy.

In the event of a valid withdrawal, all payments received, including standard delivery costs, will be refunded. Additional costs resulting from the selection of a delivery method other than the least expensive standard delivery offered will not be reimbursed.

You shall bear the direct costs of returning the goods unless otherwise agreed.

Please note that, pursuant to Section 312g (2) of the German Civil Code (BGB), the right of withdrawal does not apply to certain medicines, particularly sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.