Frequently Asked Questions or Frequently Asked Questions
- Who are we ?
We are a pharmacy located in the Vosges region of France.
Shop your parapharmacy with ease and security: choose from our wide range of products in the comfort of your own home (the top menu allows you to browse the site by product category or brand), and we'll deliver your order to your home as quickly as possible. Satisfaction guaranteed or your money back.
Want to know more about us? Click here.
Our pharmacy / point of sale / store: Pharmacie MAILLERET - 63 rue d'Epinal - 88190 GOLBEY - FRANCE.
We are not a manufacturer, only a reseller. We cannot answer questions regarding the manufacturing of products we do not manufacture, thank you.
- 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 available in France.
This is not an emergency service, contact 15 or 112 in case of emergency.
Learn more on our blog.
- I want to talk to someone, can I send you an email? What is your email address? How can I contact you? What is your phone number ?
You can find all our contact details on our website, on the "Contact and Newsletter" page or on the "Our Pharmacy" page.
Telephone customer service only answers questions about the products we sell.
For any inquiries regarding a past order, please send us an email. We cannot answer your questions over the phone.
- Why doesn't the bot/robot/chat answer my question when I ask a question? Hmm, I don't know.
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 in my order, for example.
With "Where is my order?" you will not get an answer.
- Do you have this product ?
You can use the search engine, by putting the product you are looking for in the box,
select "product name" not "everywhere"
click on the magnifying glass.
- 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 ?
* Expiration dates are not indicated on our website, they are not on the product sheet and the bot / chat cannot tell you. However, if you have a specific question, you can contact customer service who will answer you. Generally speaking, we send products that are more than 3 months old, deadlines applied by our suppliers. This deadline may be reduced for products with a short expiration date or that are used quickly.
* Regarding the weight of a product, you must be careful between the net weight (the one indicated) and the gross weight (net weight + pot or tube containing the product + the product packaging) to which is added the weight of the packaging and the package.
This is why our free shipping offers may suggest you're under the weight limit, but the actual weight of the package will be over the limit. This disables the free shipping offer.
* We display the item's stock on each product page. If an item is shown as in stock and you order more than the indicated quantity, you will receive an email informing you that your order has been placed on backorder.
Please note that just because you can add a product to your cart 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, quantities are not fixed and there is no minimum.
During a promotion: we may offer the product individually and offer the product as a promotional offer, linked to a minimum quantity.
On the product page, there's a "regular price" or "sale price" button; you choose which one you want. This way, you decide 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 bank details on the internet
If you use a secure payment solution, your credit card details go directly from you to the bank. No data passes through our site. We offer three 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 bank 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 standard order on our website. https://www.pharmacievosgienne.com/en/ When choosing payment, you choose to pay by check. Please note that the order is only validated after the check has been received and cashed, 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 change.
- Do you have any discount codes, vouchers, promotions, coupons, offer codes, or vouchers? For my first order ?
We have discount codes available here, you can also subscribe to our newsletter to receive one-off codes.
Offer conditions:
In the event of withdrawal, the product and/or conditional discount offered as a special offer must also be returned to us in perfect condition so that you can be reimbursed. (Except for consumable products not returned)
However, if you wish to keep the product offered on special offer, it will be considered a normal purchase. The difference between its original retail price and the discounted price will be deducted from your refund.
This offer is valid while stocks last.
Apuna offer case: Example of the 4+1 code: you choose 4 products that you put in your basket with the 4+1 offer. During the ordering process you indicate the product you want as a gift with a maximum amount equivalent to the least expensive of the 4 products Apurna of your order in the comments box. If no product is indicated in comments, you will be given the equivalent of the cheapest product in your basket.
Please note: The free product is already included in your order weight and may affect your weight range with shipping offers. Furthermore, the offer is only valid if the "product" offered is added to your cart and validated with your order.
Some discounts/offers/coupons are not compatible with the free shipping offer and therefore cannot be combined in the shopping cart.
- I ordered a product that was in stock, but you sent me an email to tell me that it was out of stock.
All our product sheets indicate stock. Just look at it (on the product sheet, "product details" 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 products are indicated, it will appear in stock when you order, but you will be sent a product out of stock email.
When a product is no longer in stock, an average replenishment 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 that is out of stock without blocking the order.
Please note that just because you can add a product to your cart does not mean it is in stock.
If, after placing your order, you ultimately require expedited shipping, you can cancel the out-of-stock product line. We will refund the product and ship the remainder of your order.
- I forgot my secret code and can't log in to my customer account.
You have a customer account and you have forgotten your password, you can request a new password here.
- I can't create a customer account.
Is the confirmation email in your spam or junk folder ?
- What currencies do you offer on your website ?
We offer the following currencies: Eur (Euro by default on our site), USD (US Dollar), GBP (British Pound), CHF (Swiss Franc), JPY (Japanese Yen), CAD (Canadian Dollar) and PLN (Polish Zloty).
These currencies (excluding Euro) are only available for payment by bank card.
The currency is changed at the top of the site, next to the language selection on our website. The conversion rate is automatically updated several times a day.
- I don't know how to place my order / order / validate my order / pay for my order / place my order online. I need help with my order.
The ordering and payment process consists of four steps, which can be accessed after validating your shopping cart. You can access your shopping cart (where is your shopping cart?) by clicking on the "shopping cart/tote" icon at the top of the website on a green background, where the number of items included in your shopping cart is indicated.
These steps are a seamless shopping and order preparation experience, provided that they are respected.
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 phone number.
Step 2: Your Address(es)
A different shipping address? A different billing address? It's this amazing.
Step 3: Choice of delivery method
You can choose a collection point or home delivery. This is where you select your carrier and where the delivery time and cost are indicated.
There is even the possibility of collecting the package from 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 from BNP Paribas
(in iframe, without leaving our site).
To use it, simply check the box "CB / VISA / MASTERCARD Pay by credit card", to 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 are validated, the payment card code entry window will appear and you will simply have to follow the on-screen instructions.
* 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 box "Pay by credit card" 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 just have to follow the instructions on the screen.
* Pay by check: for checks in euro cashable in France only.
This choice extends the payment period.
* 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 to pay by bank card (VISA, CB, Master Card, American Express, account Paypal). Can be used without an account. Paypal.
* Pay with a PayPal account or Paypal later: you will be sent back to Paypal to use your account Paypal. If you choose Paypal Later, you will have the option 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.
If one secure card payment solution doesn't work, you can try another.
Last step: wait for your order to be delivered :-)
At each stage of your order, you will receive an email. If you do not receive an order confirmation or tracking email, either the payment has not been validated or the email address provided is incorrect.
- I want carrier X or Y, but when I order I am not offered other carriers.
If you have entered your address correctly when creating your account, at the carrier selection stage, only those available for your address, package weight, package volume, and 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.
- Where is my bill? / I want a bill.
This is available in your customer account, we can also send it to you by email if you wish.
The products are sold inclusive of all taxes (TTC) for countries in the European Union (EU) and exclusive of tax (ET) for countries outside the European Union (EU).
For sales to professionals (B2B) in the European Union, the products are sold All taxes included (VAT included), on request we will provide you with our intra-community VAT number.
- I have a question about packaging, delivery (times, costs), carriers, shipping times... Are the shipping costs free? Do you deliver to my country? Do you deliver to such and such a country ?
That's good, we have the answer HERE. If you do not receive order confirmation or tracking emails, either the payment has not been validated or the email address provided is incorrect.
If your order's status doesn't change after 4 days, it could be a problem. Sometimes the carrier doesn't update the order status and it doesn't appear to have been shipped. Check the carrier's messages announcing the tracking of your package.
Once your order is shipped, it can take between 2 and 30 days to be delivered, depending on the carrier. Please check your package tracking daily. For example, there's no point in asking us about the status of a delivery if you return to us after the collection point's holding period.
- Can I buy tax-free in my country? Can I buy tax-free outside the European Union? Why are you charging me taxes for my country? Why are taxes included in my shopping cart ?
* For sales/shipments outside the European Union and French overseas departments, the sale will be tax-free (whether B2C or B2B).
* And therefore all taxes included for the countries of the European Union with a tax at the French rate (whether B2C or B2B).
Special cases in European Union countries where sales are made tax-free (HT):
France: Guadeloupe, Martinique, Guyana, Reunion, Mayotte, Saint-Pierre-et-Miquelon, New Caledonia, French Polynesia, Saint-Martin, Saint-Barthélemy.
Spain: Canary Islands, Ceuta and Melilla.
Portugal: Azores and Madeira.
Finland: Åland Islands.
Greece: Mount Athos.
Italy: Campione d'Italia and certain Italian waters of Lake Lugano.
Greenland (Denmark).
Faroe Islands (Denmark).
- Can I pick up my package at my usual pharmacy ?
No, in France, Pharmacies are independent, collection from the Pharmacy of your order is only valid for our customers wishing to collect their package from our Pharmacy next toEpinal, in the Vosges.
- I want to cancel my order and it hasn't been shipped yet, what should I do ?
You can make the request to us by registered letter.
Please note: No cancellation is possible once the order has been shipped. The order is cancelled upon receipt of your request.
- I have already been charged for my order, even though I have not received it.
Indeed, the debit is made upon order, as indicated in our general conditions of sale. Please check that your bank has been charged before contacting us.
- Could you tell me the status of my order? I haven't heard anything about my order? Where is my order? Where is my order reference? When will my order be shipped? What is the tracking information for my order? Has my order been shipped ?
* Were all products in stock when you ordered ?
You will receive a tracking email each time the status of your order changes (preparing, awaiting shipment, delivery in progress and delivered).
When your package is shipped, you will receive an email with the carrier's tracking information. Don't hesitate to check it daily, especially for deliveries to a relay point where the relay point will only keep your package for a few days.
* A product was not in stock when you ordered ?
Your order is then put on hold until the missing product or quantity is received.
On the product sheets of our website, the average replenishment time is indicated.
For your 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 you have any problems, 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. Please do not hesitate to consult it before contacting us.
The delivery time indicated when choosing the carrier starts from the receipt of this message, and not from your order.
* Delivery times also vary depending on the carrier. Delivery times are indicated in business days when selecting a carrier. It is therefore normal that you may not have received your order before the end of this period. The maximum delivery time is 30 days.
There's no point in contacting us to check the status of your delivery if it hasn't been delivered yet. However, you can use the tracking link sent by email when it was shipped to track your package. And if your customer account tracking indicates that the package has been shipped, then it has.
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 for your package not to be delivered.
However, if the estimated delivery time is exceeded, please get back to us.
- A question about your order? (stock, restocking, delivery time, where is my order?)
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 focus on your other requests and improving our offerings.
Please note: the chat (robot, AI) does not have access to your personal data and cannot provide you with information about your order (status, cancellation, delivery times, etc.).
- I received my order, everything is perfect
Great, we're doing everything we can to make your experience as good as possible.
We pride ourselves on every successful order, and that's why we appreciate your feedback and reviews. You can leave us your opinion on Google reviews by clicking the icon at the bottom of our website or on the Google map available on each product page.
These reviews are very helpful to us and will also help reassure future clients of our professionalism. We thank you in advance for your future review.
Because yes, we are an authentic French pharmacy and you benefit from our full attention.