FAQ

FAQ

Your health and well-being matter to us.

Is mapharmacie.lu actually a pharmacy?

Mapharmacie.lu is the website of the pharmacie Gillain , a real pharmacy open to the public, whose owner is the pharmacist Marco Cardoni.

Pharmacie Gillain – 2, rue du Commerce – L-3450 Dudelange – Luxembourg

Why mapharmacie.lu?
The world of pharmacy is changing. Rather than just selling products online, mapharmacie.lu puts the patient at the centre of its concerns. And the patient is you! That is our vision. That’s our conviction.

Concretely:

Information: accessible and targeted
Mapharmacie.lu actively informs you about the subjects in which you are interested. Subscribe to our newsletter to get regular information. On Facebook, you will find health and care tips, depending on the season. We would be delighted to get in touch with you. Do you have a general question or a strong opinion on a subject? We look forward to your comments on our Facebook page: a great way to start a dialogue with you! https://www.facebook.com/Apdikt/

Advice: quick and discrete
Do you value your health? So do we! If you have specific health or care questions, you can contact us for precise and quick advice. Our pharmacists and pharmacy assistants will be more than happy to help you. Discretion is of course required. You can call us or send us an email and ask your questions to our pharmacists.

Promises: meeting our commitments, every time
Uncertainty about the delivery time? None of that with us! With mapharmacie.lu, you know exactly where your order stands. You know in advance when you will receive your order, guaranteed service! Once we receive your order, we immediately start working to ensure that it arrives on time. And we keep you informed at all times of the status of your order. Once again, guaranteed service!

User-friendliness: a personalized service is our point of honour
The patient is at the heart of mapharmacie.lu’s concerns.
We do everything in our power to ensure that your purchases at mapharmacie.lu are a moment of relaxation, thanks to fast, warm and professional assistance. We are convinced of the interest of knowing you and having you as one of our customers. Do you have a specific question or request? We do everything to surprise you in a positive way. Challenge us….

New horizons for our patients
Health care is evolving at a rapid pace. Technological developments are opening up possibilities that were previously unimaginable. Mapharmacie.lu is committed to quickly adopting new products and placing the patient at the heart of their application. Evolving is changing and questioning oneself. We take up this challenge to regularly push our limits.

Ease of use: quickly find what you are looking for and discover new products
The patient only likes to be offered a wide range of products if he can easily find his way around. Do you want to quickly find what you are looking for? Are you looking for a solution related to a particular subject? mapharmacie.lu offers you a practical and intelligent search and selection system. You quickly get a selection of products that match exactly what you are looking for. Do you still have doubts? Feel free to call us or contact us.

Shopping at mapharmacie.lu
Quickly find what you are looking for
Our search systems quickly lead you to the products you are looking for or that answer your questions.

The order

What is the delivery time?
As a general rule, any order placed before 12:00 noon will be delivered the next day (in Luxembourg).

I have just placed an order, but I would like to change the delivery address
At mapharmacie.lu we do everything we can to ensure that your order is processed as quickly as possible and arrives at your home as soon as possible. Each order is therefore quickly processed.
If you still want to change the delivery address, you must do so before your package leaves. Call us so that we can check if it is still possible to do something, and you will immediately receive the correct information.

I just ordered, but I regret my choice. Can I still cancel?
The free cancellation of an order is possible as long as the package has not been sent. Once the package has been sent, you will receive a shipping confirmation by e-mail. If you wish to cancel, please contact us with your order number.

Can I order by phone or fax?
You can, of course, place your order by phone, at +352 511540 or by fax at +352 517198
Orders placed through this means must be paid by bank transfer or collected from the pharmacy.

A promotional code: enjoy additional benefits
If you have received a promotional code, you can enter it during the ordering process. The advantage is then applied to your shopping cart.

The payment

What payment methods can I use?
You can choose between payment by credit card, PayPal or you can also pay by bank transfer (at this time, your order will be shipped as soon as we have registered your transfer).

Is an online payment secure?
Credit card payments on mapharmacie.lu are processed by Paysite-Cash. To ensure the security of online payments, Paysite-Cash implements a wide range of security rules and technologies imposed by financial institutions.

Credit card payment support Paysite-cash

How do I know if my payment has been made?
If your payment has been made, the thank you page appears. You will then receive an e-mail from mapharmacie.lu with the confirmation of your order. If the payment has not been made, you return to the payment screen. In this case, you can possibly try again with another payment method.

I have paid, how can I know if my order has been confirmed?
A few minutes after payment, you will receive an e-mail confirming your order.

The delivery

Can I choose my delivery address?
During the ordering process, you can specify another delivery address: to friends or family members for example, or to your workplace.

When will I receive my package?
The expected delivery date was communicated to you during the ordering process. Once your package has been packed by mapharmacie.lu, you will receive a shipping confirmation by e-mail when we have sent your package.

How can I find out where my order is and where my package is?
You can track the status of your order at any time on “My Account/Orders”.

How much is the shipping cost?
Here is an overview of our shipping costs

What happens to my package if I am absent during delivery?
If you are not at home when the delivery service comes to bring you the package, you will receive a notice in your mailbox. The delivery service makes a second attempt at delivery and, in case of failure, they will contact you by phone to make an appointment.

My package should have been delivered by now: what should I do?

Contact us by E-mail and we will get back to you with the status of your parcel

My package is damaged: what should I do?
If the packaging is visibly damaged during delivery by the delivery service, it is better to refuse the package. If the package has nevertheless been delivered, take a picture of the damaged packaging without opening it. Then contact us immediately. Mention the number of your order and the problem you have noticed.

The address provided is incorrect: what happens to my package?
If the delivery service cannot deliver your package, you will receive a message from mapharmacie.lu

Returns

What products can be returned?
All products with a manufacturing error or obvious defect, unopened, unused, and in their original packaging, with all original documents, may be returned.
For hygienic and regulatory reasons, some products cannot be returned.
Indeed, medicinal products are health products which, by their nature, are likely to deteriorate and which must imperatively integrate a secure supply chain preventing any reintegration into the circuit of a product that has left (sold).
In addition, the following pharmaceutical products cannot be returned:
– products for which the protective caps or seals have been opened.
– products without a lid intended for bodily use since they cannot be reintroduced into the sales channel.
– baby foods and food supplements that are sensitive to storage conditions.
– the supply of goods or services whose price depends on fluctuations on the financial market beyond the company’s control that may occur during the withdrawal period.
– all the medications.
Any merchandise that is unpackaged or bears fitting, use/wear marks will be systematically refused, especially if it is a product in direct contact with the skin.

My account

Why do I need to register?
To order, you must register on the mapharmacie.lu website. Registration is necessary because we are obliged, as an online pharmacy, to know who our customers are. Registration is very simple and takes place when you place your first order, at the time of the order process. During registration, you will receive a confirmation email with your username, which is the email address with which you registered.

How to connect?
To log in, you need your username (the email address with which you registered) and password. If you have forgotten your password, you can click on “Forgotten Password” which appears on the login screen. You will receive an email with which you can set a new password.

Why do I have to mention my phone number when I register?
We would like to notify you by phone if there was any problem with your order.

Why do I have to enter my date of birth when I register?
As an online pharmacy, mapharmacie.lu is legally obliged to ask its customers for this information in order to process their orders as efficiently as possible.

I forgot my password: what should I do?
Click on “Forgotten password” and enter the email address with which you registered on mapharmacie.lu. You will receive an email with which you can set a new password.

I have a new email address: where can I change my old address?
Go to “My Account”. In “Account Settings”, you can change your email address.