FAQ
1. Customer account and personal data
How do I create a customer account?
To create a customer account, click on "Create an account" at the top right of our website. Fill in the form with your personal details and confirm. You will receive a confirmation email to activate your account.
What should I do if I forget my password?
You don't have to define a password when you create your account on our website. Every time you will try to log in, you will receive a 6 digits code in your mailbox, no risk to forget your password anymore.
How can I update my personal details?
Log into your account and go to the "Profile" section by clicking on the top right small menu. You can update your contact details, delivery address and communication preferences.
Is my personal data protected?
Yes, we take the protection of your data very seriously. All your information is securely stored, please see our privacy policy for more details.
2. Orders
How do I place an order online?
Add the desired items to your basket, then click on "Checkout". Follow the steps to enter your delivery and payment details, then confirm your order.
Can I modify or cancel my order after confirmation?
We process orders quickly. Once confirmed, your order cannot be modified or cancelled. For urgent requests, please contact our customer service team as soon as possible.
How can I track the status of my order?
You can track your order status in the "My Orders" section of your account. You will also receive an email with a tracking link once your parcel has been dispatched.
3. Payment
Which payment methods do you accept?
We accept payments via credit cards (Visa, Mastercard), PayPal, PostFinance and Twint.
Is online payment secure?
Yes, our website uses a secure payment system with SSL encryption to ensure the protection of your banking information.
Can I get an invoice for my order?
Yes, your invoice is available in your account, in the "My orders" section. You can also print it out via the order confirmation e-mail by clicking on "Download your PDF receipt".
4. Delivery
What are the delivery times?
Delivery times vary depending on the destination and the chosen delivery method. Generally, orders are delivered within 2 to 3 working days.
What are the delivery charges?
We have decided to make delivery charges easy. We charge every order CHF 2.90 for normal delivery, CHF 4.90 for express. Full details can be found on our dedicated delivery page.
Do you offer international delivery?
We do not offer international delivery yet, just in Switzerland.
How can I track my parcel?
Once your order has been dispatched, you will receive an email with a tracking link, allowing you to monitor the progress of your parcel.
5. Returns and refunds
What is your return policy?
You have 14 days from receipt of your order to return an unused item in its original packaging. You can find more information in our detailed page.
How do I return a product?
You can request yourself a return by clicking on "View my order" from our confirmation email. You can find more information in our detailed page, especially on the associated costs.
How long will it take to receive my refund?
Once your return has been received and checked, the refund will be processed within 7 working days via the payment method used at the time of purchase.
6. Products
How can I get more information about a product?
Each product has a detailed description. If you need further information, please contact our customer service team. It is important to note that product information is provided for information purposes only and may sometimes contain errors despite the care taken. Only the information written on the product, its packaging and the instructions for use is authentic.
Are the products available in stock?
Stock availability is not displayed on the product page, however if an item is out of stock, you won't be able to add it to your cart.
How do I know if a product is suitable for me?
We recommend reading the product description and customer reviews. If in doubt, consult our customer service team, your healthcare professional, or the brand website.
7. Promotions and discount codes
How do I use a promotional code?
At checkout, enter your promo code in the designated field and click "Apply". The discount will be applied automatically.
Where can I find information about current offers?
Our ongoing promotions can be found on our website under the "Promotions" section and in our newsletter.
8. Customer service
How can I contact customer service?
You can reach us via our online contact form.
What are the customer service opening hours?
Our customer service team is available Monday to Friday from 8am to 12am and from 1:30pm to 4:30pm.
9. Security and privacy
How is my personal information protected?
We comply with the current data protection regulations (LPD). Your information is securely stored, used to process your orders and marketing activities depending on your choice.
Do you use cookies on your website?
Yes, we use cookies to improve your browsing experience and provide you with personalised offers. You can manage your preferences via your browser settings.
10. Legal information
Where can I find your terms and conditions of sale?
Our terms and conditions are available at the bottom of each page on our website, under the "Terms & Conditions" section.
What is your privacy policy?
Our privacy policy can be found on our website under the "Privacy Policy" section.
