Frequently asked questions
Below you can find our frequently asked questions. If you cannot find an answer to your question here, contact us by sending an email to firstname.lastname@example.org. Our team will be happy to help you in all confidence!
- How can I pay online?
At Optiphar, the following payment methods are available:
Secure and easy online payment in your internet payment environment.
Secure and easy online payment in your internet payment environment.
iDEAL (Dutch customers only)
Secure and easy online payment in your internet payment environment.
You can pay your order by means of a bank transfer. After placing your order, you will receive all payment details by email.
AfterPay (Dutch & Belgian customers only)
Buy now, pay later. After finalising your order, you will receive all payment details by email.
1% of the order amount
Secure and easy online payment using your PayPal account.
Visa and MasterCard
Secure and easy payment using your credit card.
European payment method that is widely used in Germany.
Online payment method that is widely used in Germany.
Detailed description of our payment methods
Bancontact is the most popular payment method in Belgium that allows you to pay in the trusted payment environment of your bank. All the large Belgian banks issue Bancontact branded cards. Payment by Bancontact is secure and easy to use.
The Maestro card is a debit card with the characteristics of a credit card. with this card, you can easily order online and pay for your order in the internet payment environment of your own bank.
iDEAL is the most used online payment method in the Netherlands. iDEAL is seamlessly integrated with the online banking products of the 10 largest Dutch consumer banks. As a customers of these banks, you log in to your online banking environment to transfer payments. Participating banks are ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank and Van Lanschot Bankiers.
At Optiphar, you can pay for your order by means of a bank transfer. If you choose to complete your order by bank transfer, you will receive all payment details by email.
Please note that your order will only be sent when your payment has been processed. This means that the delivery time will be longer if you opt for a payment by bank transfer. Payments made by transfer usually take 2 to 4 business to process.
Buy now and pay later thanks to AfterPay. After placing your order, you will receive a payment overview by email within a few days. From this point onwards, you have 14 days to complete the payment of your order.
Please note that a charge of €0,99 is applicable to all orders made using AfterPay as a payment method. This amount will be clearly visible in your order overview before you finalise the order. This payment method is exclusively available for our Belgian and Dutch customers.
PayPal is the most used online wallet in the world. Choose PayPal as payment method and you will be redirected to the PayPal website, where you can log into your account and finalise the payment of your order.
Visa and MasterCard are the most widely used online payment methods in the world. If you choose to pay for your order with your Visa or MasterCard, the conditions of the card issuer are applicable. After your payment has been authorised, your order will be sent.
Sofort is a payment method that is widely used in Germany. Apart from German customers, this payment method can also be used by customers living in Austria, Switzerland, Poland, Italy, Belgium and the Netherlands.
Giropay is one of the most used online payment methods in Germany. This payment method uses more than 1,500 German banks, which makes it a trusted payment method under German customers.
- When do I have to pay if I choose for a bank transfer?
Your order will only be processed after Optiphar has received your payment. It is therefore in your interest to pay as soon as possible, after placing the order. Please bear in mind that payments by bank transfer will take approximately 2 to 4 working days.
- Can I choose to pay after receipt of my order?
Customers living in Belgium and the Netherlands can choose for "AfterPay" when placing their order. This will allow them to pay after receipt of their order. Please note that an additional cost of €0,99 will be charged when selecting this payment method. These additional charges will be clearly shown in your order summary.
Customers living in other countries can choose any of the other numerous payment methods. Please click here to read more about our available payment methods.
- How do I know if my payment is completed?
You wil receive a confirmation email from Optiphar after successfully completing your payment. This email ensures that your payment was completed successfully. Do not hesitate to contact us via email@example.com if you have any questions regarding the payment of your order.
- How safe is it to pay on Optiphar?
Your payment is processed through MultiSafepay with a maximum security. Optiphar does not receive any financial information. We will only receive an agreement of payment, after completion of the transaction. Thanks to its highly secured payment environment, Ingenico ensures a maximum privacy and safety.
- Do all prices include VAT?
All prices on Optiphar.com are in Euro and include VAT to avoid surprises at checkout.
- How can I order?
You can place an order on our website www.optiphar.com. Simply add the products you wish to order to your shopping basket and follow the steps in the ordering process to finalise your order.
- Can I cancel my order?
Yes, it is possible to cancel your order free of charge, provided that you have not yet received a dispatch confirmation by email. Please contact us by using the contact form or sending an email to firstname.lastname@example.org if you wish to cancel your order.
- What happens if no one is present at the time of delivery?
If you are not home at the time of delivery of your parcel, your parcel will be delivered in a local parcel shop. In this case, the delivery driver will leave a note in your mailbox with the address of the parcel shop and time your parcel will be available.
- Can I choose to collect my parcel in the pharmacy?
Yes, this is an option that Optiphar offers. In addition, this option is free and thus you will avoid transportation costs. If you wish to collect your order at one of our pharmacies in Belgium, choose "Collect in pharmacy or parapharmacy as a delivery method when you are placing your order. You can then specify in which of our three pharmacies of parapharmacy you would like to collect your parcel. You will receive an email when your order is ready to be collected.
- What happens if I fill in an incorrect address?
If a parcel is returned to Optiphar due to an incorrect address, Optiphar will refund the amount the customer has paid, with the exception of a return charge of €5 for parcels to Belgium and the Netherlands. For the return of parcel to other countries, a return charge equal to the delivery costs of this country will be charged. If the initial transportation costs were borne by Optiphar ("Free delivery" or a promotion), these costs will be deducted from the amount the customer has originally paid.
If an order is not collected on time at a pick-up point and is returned to Optiphar, the same rules apply. If you have any questions regarding the status of your parcel, do not hesitate to contact our team by email (email@example.com) or call us at +32 (0)14 58 87 44.
If the customer wishes to receive the parcel, they are advised to place a new order on the website.
- Can I choose to have my parcel delivered at an alternative address?
Yes, it is possible to have your parcel delivered at an address other than the billing address. During the ordering process, you will have the option to fill in an alternative address. In some countries, you can choose to have your parcel delivered at a collection point. In addition, you can pick up your parcel at one of our pharmacies in Geel or Meerhout or our parapharmacy in Herentals (Belgium).
- What is the status of my order?
You can follow up on your order status by logging in on Optiphar. Next go to the tab "Your orders".
You will also receive a confirmation email with an order overview after placing your order. As soon as your parcel leaves our warehouse, you will receive an email with a tracking code. This code will allow you to track the status of your parcel online.
- My parcel has not yet been delivered. What should I do?
If your order has not been delivered within three days of the expected delivery date, please contact us. We will track your order and keep you informed.
- Who can receive my parcel?
A physical person will need to take delivery of your parcel. For this reason, we ask you to choose a delivery address where our delivery service can reach you during normal office hours (8:00h to 18:00h).
If you are not present at this address during office hours, we recommend you to opt for a delivery at a collection point (Belgium and the Netherlands) or an automatic parcel machine (Belgium). This will allow you to pick up your parcel at a time that is convenient for you.
- When will my order be delivered?
The delivery time is one working day for Belgium and the Netherlands, if all the ordered products are in stock. If not, we will contact you by email to inform you on the new delivery date.
Our parcels are delivered by DPD in Belgium. In the Netherlands, the parcels are delivered bij PostNL.
For more information about delivery times and transportation costs please refer to the page Delivery Information.
- What can I do if my products show signs of damage?
If your parcel is clearly damaged at the time of delivery, check the contents together with the delivery driver. If the contents are damaged, please hand the parcel back to the delivery driver.
If you have received the wrong products or the products are damaged, please let us know within two working days after receipt of your order. You can inform us by filling in the contact form. After this period, Optiphar will assume the delivery of your order was complete and correct.
- I have paid my order, but have not received it yet. What can I do?
The expected delivery time starts when you receive an email confirming that your payment was successful. If you have not received your order within three days, please let us know by using our contact form or sending an email to firstname.lastname@example.org. We will inform you on the status of your order.
- Do I have to register if I want to place an order?
No, at Optiphar you can place an order without creating an account. Simply add the products you wish to order to your shopping basket and click on "Go to checkout". Fill in your personal details and complete the next steps to finalise your order. You will receive an order confirmation and invoice by email.
- What does Optiphar do with my personal information?
- How do I unsubscribe from or subscribe to Optiphar's email newsletter?
You can adjust this in your account. Go to "Log in" and check or uncheck the box to subscribe to our newsletter in the tab "Details".
- I have moved. How do I adjust my details?
If you moved recently and you have already created an account, you can adjust your personal details in one easy step. Log in to your account, go to the tab "My account", then "My settings" and modify your address details.
- How can I registrate?
You can register on Optiphar by clicking on 'Log in' and then on 'Register'. After your registration, you will receive a confirmation email. This means your registration has been completed. After this, you can complete your personal details by going to the tab 'Your details' in your account.
- What can I do if I cannot find a specific product or brand?
If you are looking for a specific product or brand that is not available on our website, please send an e-mail to email@example.com. We will look into your request and inform you if the product or brand is available to be sold.
- How do I add a promotional code?
Optiphar regularly offers promotional codes. Please find out below how to add your promotional code to your order quick and easy.
What is a promotional code?
A promotional code allows you to pay less for your order. By entering the code before finalising your order, the total amount of your order will be reduced.
Please note that promotional codes can only be used once and that they are not valid on medicines. Promotional codes that have been previously used for cancelled or returned orders, cannot be used again.
How do I add a promotional code?
To add a promotional code, start by adding your products to your bag. Next, go to your bag and fill in your code in the box "Add your promotional code". Click on "Add" at the bottom of your screen.
If you have added a valid promotional code, you will now see that the value of your bag has been recalculated to account for your promotion. Click on "Go to checkout" to complete your order.
Why is my promotional code not working?
If you are having trouble adding a promotional code, we recommend that you copy and paste the code into the relevant field.
Please check if the promotional code has not expired, if your order is above the minimum order value or if particular products in your bag are not excluded from a promotion. Bear in mind that you can only use one promotional code per order.
How do I stay informed of new promotional codes?
If you wish to receive new promotional codes and interesting offers, please subscribe to our newsletter by clicking on the following link:
- Can I return my order?
You have to right to withdraw the agreement within a period of 14 days without providing a reason. The right of withdrawal expires 14 days after the day on which you or a third party appointed by you, receive the product physically. To exercise the right of withdrawal, the customer must inform Optiphar of their decision to withdraw the agreement in an unambiguous statement (for example by post, fax or e-mail). You may use the standard form for renunciation but you are not obliged to. To exercise the right of withdrawal, it suffices to inform Optiphar of your decision before the withdrawal period has ended.
Consequences of returns
If you wish to return your order, Optiphar will reimburse all of the payments that have been made by you, including delivery costs, within 14 days after we have been informed of decision. Optiphar will reimburse you using the same payment method as you have initially used to place the order. The customer will not be charged for reimbursements.
Optiphar may wait to reimburse the customer until the products have arrived or the customer has proven that the goods have been returned, whichever is the earliest. The customer shall return the products not later than 14 days after informing Optiphar of his decision to exercise the right of retractation. Any costs related to returning a product are at the expense of the customer.
Exceptions to return policy
Please note that the right of withdrawal for medicines and medical aids can only be exercised before these have been sent to the consumer.
In addition, the consumer cannot exercise the right of withdrawal for:
- The supply of goods which are liable to deteriorate or expire rapidly.
- The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- What warranty does Optiphar offer?
For customers living in Belgium, a legal warranty term of 2 years is applicable to all of our products, unless otherwise specified by the manufacturer.
For customers living in the Netherlands, the Dutch warranty law is applicable. This warranty is not linked to a specific time frame. However, the legal warranty entails that products should be used as they are intended to be used and should meet the reasonable expectations of customers.
If the damage is caused by a fall, impact, or water, the product has been used incorrectly or the defect is within the expectations of normal use of the article, warranty is not covered.
Damaged at time of receipt
Please contact us as quickly as possible via +32 14 58 87 44 or firstname.lastname@example.org, if you receive a product that has been damaged. Do not forget to mention your order number and the name of the article. We will do our best to resolve your complaint and provide a new product if necessary.
- Do you have a complaint or suggestion?
Do you have a complaint or suggestion? Let us know by e-mail and we will help solve any queries or complaints you might have. Please describe the issue you are having as clear and detailed as possible when contacting Optiphar. This will allow us to help you more effectively. Your e-mail will be answered within one working day.
There is also a type of European mediation service that helps solve disputes between traders and consumers. This ODR platform (Online Dispute Resolution Platform) is a neutral third party that mediates on a national and cross-border level. Please refer to the following link for more information: http://ec.europa.eu/odr/. If disputes cannot be solved between the consumer and Optiphar, a complaint can be made with the Dutch Foundation for Consumer Complaints Boards Home Shopping (Thuiswinkel) on the following link: www.sgc.nl.