Products
1. Where do the products come from?
From Phönix-Apotheke in Hamburg. We source everything through the same supply channels as for our pharmacy in store. Every pack shows a batch number and expiry date.
2. Why is the packaging in German?
The products are made for the German market, so the mandatory information is in German. Our product pages also give you all key information in English. If anything is unclear, we are happy to explain.
3. A product is missing from the shop. Can you get it?
Just ask us on WhatsApp. We will check whether we can get it and sell it online.
Prescriptions and medicines
4. Do you sell medicines in the shop?
No. The online shop currently offers skincare, make-up, food supplements and medical devices. Medicines are available at our pharmacy with personal advice.
5. Can I redeem a prescription?
Not in the online shop. You can redeem your paper or e-prescription at our pharmacy in Hamburg-Wandsbek. Call us beforehand and we will have it ready for you.
6. Is a prescription from abroad valid in Germany?
Only in certain cases. German pharmacies may only dispense prescription medicines on prescriptions from doctors in Germany, the EU, the EEA or Switzerland. We are happy to advise you on your options.
Shipping and pickup
7. Do you ship outside Germany?
No, unfortunately not. We only ship within Germany. Shipping abroad is subject to separate laws and customs rules. We do not want to promise anything we cannot reliably deliver.
8. Can I shop here for family abroad?
You can order to any address in Germany or pick up at the pharmacy. If you take products with you on a trip, please check the customs rules of the destination country beforehand.
9. How long does delivery take?
2 to 4 working days after payment. Your order is prepared and checked at our pharmacy, then we send it out.
10. How much is shipping?
4.90 €. Shipping is free on orders from 39 €.
11. Can I pick up my order at the pharmacy?
Yes, free of charge and with 5% off. Choose "Pickup" at checkout and enter the code ABHOLUNG5. Cannot be combined with other discount codes. We let you know when everything is ready. Address: Tilsiter Straße 2, 22049 Hamburg. Open Mon to Fri 8:30 am to 6:30 pm, Sat 8:30 am to 1 pm, Sun 12 to 5 pm.
Payment, discounts, gift cards
12. How can I pay?
With PayPal or by credit or debit card (Visa, Mastercard).
13. How do I use a discount code?
Enter the code at checkout in the field "Discount code or gift card" and click "Apply". One discount code applies per order. You get 10% off your first order with the code SALAM10 (orders from 30 €, once per customer, valid until 31.01.2027).
14. Do you offer gift cards?
Not yet. We are working on it.
Returns and advice
15. Can I return something?
Yes. You have a 14-day right of withdrawal from receipt of the goods. Details are on the page "Returns and withdrawal".
16. Can I return an opened product?
Not for sealed goods if you removed the seal after delivery. This is required by law for hygiene and health protection reasons. These products are marked on the product page.
17. My parcel is damaged or something is missing. What should I do?
Please message us right away via WhatsApp (+49 40 695 81 81) or email, ideally with a photo. We will take care of it.
18. In which languages do you advise?
Yes. Message us on WhatsApp or call us. We advise in English, German or Farsi. If something should be checked by a doctor, we will tell you honestly.
19. Do I need a customer account?
No. You can also order as a guest. With an account you see all your orders in one place.
