Frequently asked questions or Frequently Asked Questions
- I need medical advice, I don't know what I have, I need to see a doctor.
Aware of the difficulty of obtaining an appointment with a general practitioner in certain regions, we offer to guide you towards a telemedicine platform at
01 89 01 35 69
ATTENTION :
This service is only offered in France.
This is not an emergency service, contact 15 or 112 in an emergency.
Learn more on our blog.
- I want to speak to someone, can I send you an email? What's your e-mail address ? How to contact you? What is your phone number ?
You can find all our contact details on our site, on the “Contact and Newsletter” page or the “Our Office” page.
- Why does the bot / robot / chat not answer my question when I ask a question ?
The bot is an artificial intelligence that scans the site's data to provide you with a summary when you ask a question.
But the bot does not have access to your personal data, and therefore cannot answer your questions about you, such as the status of your order or which product is out of stock on my order for example.
- How can I find out the expiration date or the weight of a product or the quantity of a product available online? Do I need this product ?
* The expiry dates are not indicated on our site, they are not on the product sheet and the bot/chat cannot tell you. But on a specific question, you can contact customer service who will answer you. Generally speaking, we send products that have more than 3 months of expiration, deadlines that our suppliers apply to us. This lead time can be reduced for products with a short expiration date or which are used quickly.
* Concerning the weight of a product, you must be careful between the net weight (that indicated) and the gross weight (net weight + jar or tube containing the product + the packaging of the product) to which is added the weight of the cushioning and the package.
This is why on our free delivery cost offers, you think you are below the weight limit, but the actual weight of the package will be above it. Which deactivates the offer of free delivery costs.
* We display the stock of the item on each page of each product. If an item is displayed in stock and you order a quantity greater than that indicated, you will receive an email notification saying that your order has been put on hold for restocking.
Please note, just because you can add a product to your basket does not mean it is in stock.
* You can use our search engine to find the product you are looking for or use the menu on our site to find it and its equivalents.
- Why can't I order the product individually? Why is there a minimum quantity of products to put in the basket ?
No, the quantities are not blocked and there is no minimum.
During a promotion: we can offer the product individually and offer the product as a promotional offer, linked to a minimum quantity.
On the product page, there is a “normal price” or “promotional price” button, it’s up to you to choose what you want. You decide on your price.
These buttons are located below the "give your opinion" button and above the "add to cart" button.
- I do not want to put my card on the internet / pay online. / put my banking details on the Internet
If you use a secure payment solution, your credit card entry goes from you to the bank directly. No data passes through our site. We offer 3 secure online payment solutions: Axepta (by BNP Paribas, for cards CB, VISA, and Mastercard), Stripe (VISA card and Mastercard, Goople Pay, Apple Pay, Bancontact, Sofort, Giropay, Diner's Club, Union Pay, JCB and transfer SEPA) And Paypal (Bank card CB, VISA, Mastercard and American Express or account Paypal).
But if despite this you do not wish to pay online, for our customers who also do not wish to pay by transfer SEPA via Stripe, we accept payment by check. Only for delivery in mainland France, for checks in euro cashable in France only.
To do this, simply place a classic order from our website https://www.pharmacievosgienne.com/en/ and when choosing payment, you choose payment by check. Please note, the order is only validated after receipt and cashing of the check, so the order processing time is longer. In addition, between the time of the order and its validation, the availability of the products ordered may be modified.
- Do you have any discount codes, discount vouchers, promotions or vouchers ?
We have discount codes available here, you can also subscribe to our newsletter to receive one-off codes.
We also offer a loyalty program which, for customers who have created a customer account, allows you to collect 1% of your purchase in loyalty points. These points can be used as a discount voucher. The conditions for earning loyalty points are indicated on each product we sell.
This loyalty system: earning loyalty points and the prize pool may be stopped without notice and without any compensation for the points or prize pool not used when the program is stopped.
- I ordered a product in stock, but you send me an email to tell me that it is out of stock.
All our product sheets indicate stock. Just look at it (on the product sheet, "product detail" tab and below the manufacturer's logo, the number of products available is indicated). So there are no surprises.
If you order 10 units of an item where 5 available products are indicated, it will appear in stock when you order, but a product out of stock email will be sent to you.
When a product is no longer in stock, an average restocking time is indicated.
We have also made the choice, from the moment the customer is informed of our stock, to allow our customers the possibility of ordering a product out of stock without blocking the order.
Please note, just because you can add a product to your basket does not mean it is in stock.
- I forgot my secret code and I can't log into my customer account.
You have a customer account and you have forgotten your password, you can request a new password here.
- I don't know how to place my order / validate my order / pay for my order.
The order and payment process contains 4 steps, accessed after validation of the basket. You access the basket by clicking on the "basket / shopping bag" icon which is at the top of the site, where the number of items in the basket is indicated.
Step 1: Your Personal Information
Nothing could be simpler, we just want to know where to deliver to you. Don't forget to include your telephone number.
Step 2: Your Address(es)
A different delivery address? A different billing address? This is how it happens.
Step 3: Choice of delivery method
You can choose a relay point or home delivery. It is at this stage that we choose the carrier and where the delivery time as well as the delivery price are indicated.
There is even the possibility of collecting the package at the Pharmacy if you are passing through.
Step 4: Payment
We offer several types:
* Payment CB / VISA / MASTERCARD: payment is made through the system Axepta of BNP Paribas
(in iframe, without leaving our site).
To use it, simply check the box "CB / VISA / MASTERCARD Pay by credit card", check the reading of the general conditions of sale, then return to "CB / VISA / MASTERCARD Pay by credit card" and choose your card logo. Once these choices have been validated, the window for entering payment card codes will be displayed and you will only have to follow the instructions on the screen.
* Pay online: Pay by credit card with Stripe: payment is made by Stripe (in iframe, without leaving our site), international secure payment system.
To use it, simply check the “Pay by credit card” box with Stripe, check the reading of the general conditions of sale, and choose your payment solution (credit card (CB / VISA / MASTERCARD), Google Pay, Apple Pay, Direct debit SEPA, Bancontact, Sofort, Giropay) and you will only have to follow the instructions on the screen.
* Pay by check: for checks in euro cashable in France only.
This choice extends the payment deadline.
* Pay by card - 100% secure payments: you will use the online payment system of Paypal (in iframe, without leaving our site) where you can choose payment by bank card (VISA, CB, Master Card, American Express, account Paypal). Can be used without having an account Paypal.
* Pay with a PayPal account or Paypal later: you will be sent to Paypal to use your account Paypal. If you choose Paypal Later, you will have the possibility to activate a payment in 4 installments without fees.
Don't forget to check the reading of the general conditions of sale and the payment obligation.
Last step: wait for your order to be delivered :-)
At each stage of your order an email will be sent to you. If you do not receive order validation or tracking emails; either the payment has not been validated, or the email address indicated is not correct.
- I want carrier X or Y, but when I order I am only offered other carriers.
If you correctly entered your address when creating your account, at the carrier choice stage, only those available for your address, package weight, package volume, types of products ordered are displayed.
If you wish to use another carrier, please contact us before placing the order to check the possibility and to give you the cost and delivery time.
- I have a question about packaging, delivery (its times, its cost), carriers, shipping times... Are the shipping costs free? Do you deliver to my country? Do you deliver to such country ?
That's good, we have the answer HERE. If you do not receive order validation or tracking emails; either the payment has not been validated, or the email address indicated is not correct.
If the "In preparation" status of your order does not change after 4 days, this may be a problem, it sometimes happens that the carrier does not update the status of the order and that This one does not seem to have been shipped. Refer to the messages from the carrier announcing the tracking of your package.
When your order is sent, depending on the carrier, it can take between 2 to 30 days to be delivered. Please check the tracking of your package daily. Indeed, for example, there is no point in asking us for the status of a delivery if you come back to us after the relay point has expired.
- Can I buy tax free for a purchase in my country? Outside the European Union, can I buy tax-free? Why do you charge me taxes for my country? Why are taxes included in my basket ?
For the moment all purchases on our site are made with the VAT applicable in France, no tax-free purchases are possible. We will work on it in the near future.
- Can I collect my package at my usual Pharmacy ?
No, in France, Pharmacies are independent, collecting your order from the Pharmacy is only valid for our customers wishing to collect their package from our Pharmacy next toEpinal, in the Vosges.
- I have already been charged for my order, although I have not received it.
Indeed, the debit is done upon ordering, as indicated in our general conditions of sale. Please check that you have been debited from your bank before contacting us.
- Could you tell me the status of delivery of my order? I have no news about my order? Where is my order ? Where is my reference order? When will my order be shipped? How is my order being tracked? Has my order been expedited ?
* Were all products in stock when you ordered ?
You receive a tracking email each time the status of your order changes (preparation in progress, Awaiting shipment, Delivery in progress and Delivered).
When it is shipped, an email containing the carrier's tracking is sent to you. Do not hesitate to consult it daily, especially for deliveries to relay points where the relay point only holds your package for a few days.
*A product was not in stock when you ordered ?
Then your order is put on hold awaiting receipt of the missing product or quantity.
On the product sheets of our website, the average restocking time is indicated.
For information, all our product sheets indicate the available stock of each product.
If you do not receive our emails, please check your spam or junk mail folder.
If you have created a customer account, all this information can be viewed from there.
If there is a problem, you can contact us to find out the status of your order.
* We remind you that an email was sent to you when your order was shipped. This message contains the tracking link for your order. Do not hesitate to consult it before contacting us.
The delivery time indicated when choosing the carrier starts from receipt of this message, and not from your order.
* Delivery times also depend on the carrier. It is indicated in working days when choosing the carrier. It is therefore normal that you may not have received your order before the end of this period.
There is therefore no point in contacting us to find out the status of your delivery if it cannot yet be delivered. But you can use the tracking link sent by email when it is shipped to track your package. And if your customer account tracking indicates that the package has been shipped, it is.
For example, the average delivery time for the Spring carrier is 3 to 10 working days, so there is no point in contacting us again after 5 days, it is normal that your package is not delivered.
However, if the estimated delivery time has been exceeded, please get back to us.
- A question about your order? (stock, replenishment, delivery time)
No need to contact us! Don't hesitate to ask any questions, everything is available 24/7 from your customer area.
This will give us more time to devote to your other requests and to improving our offers.
- I received my order, everything is perfect
Great, we try to do everything we can to ensure your experience is optimal.
We are proud of every order that goes well, and that's why we love your feedback and opinions. You can leave us your opinion on Google reviews, by clicking on its icon at the bottom of the page of our site or on the Googlemap available on each product page.
Opinions which are very useful for us and which will also serve to reassure our future customers of our professionalism. We thank you in advance for your future opinion.
Because yes, we are an authentic French community pharmacy and you benefit from our full attention.