Ordering online

Most frequently asked questions about ordering online.

Why do I have to provide my telephone number?

If there are problems with your order we need to be able to contact you. If someone from Dokteronline.com needs to contact you, this will happen discretely. The conversation will be about your 'online order' and any ambiguities in your request.

Do you also accept telephone orders?

Our Customer Service team will be happy to take your order by telephone or help you with any questions you may have about your order. Calls will be recorded. We are available from Monday to Friday between 14.00 and 21.00 CET.

Is there a maximum amount I can order?

Yes, there is a maximum amount you can order. In principle this equals the amount of 3 months use for most products, but for some products in the mental-health category this is 1 month. Your doctor can decide to deviate from the amount you requested.

What should I do when my postal address has changed?

If your address has changed you can indicate this during the ordering procedure for a new order, and then we will automatically use your new address. In case you have any further questions, please contact our customer service team.

When can I still cancel my order?

It is only possible to cancel your order if it has not already been forwarded to one of the pharmacies we work with. There are no charges for cancellation. However, if the order has reached one of the pharmacies, you will be charged an administrative fee of € 12.50 (for orders that require a prescription). Orders that have been sent out for delivery cannot be cancelled.

Please use our contact form to contact the customer services department if you have questions about cancelling your order.

What kind of medicines do Dokteronline.com’s partner pharmacies provide?

Our partner pharmacies carry various kinds of medicines, including over-the-counter (non-prescription) drugs and those that require a prescription. All medicines and medical products that are offered on our website can be ordered or requested. Do you have any suggestions for new medicines? Then contact our customer service department. We cannot guarantee that they will be added to our product range, but we will do our best to accommodate your request.

How can I be sure that your medicines are not fake?

Dokteronline.com collaborates solely with verified doctors and pharmacies that only prescribe and dispense brand-name drugs from official manufacturers. In other words, the drugs that are dispensed by our partner pharmacies come from the original manufacturer. However, it may occur that a pharmacy with bulk medicines in stock will send out your order in different packaging. All Dokteronline.com products are subjected to stringent quality checks in order to provide the highest level of quality. Should you have any reason to doubt the quality or authenticity of the medicine that you have ordered, please contact the manufacturer. The manufacturer will be able to determine from the barcode whether the medicine is genuine or fake. Please be aware that some products may have foreign packaging. This is not unusual or a cause for alarm. We ensure that all medicines ordered through Dokteronline.com are authentic.

Are all products covered by insurance?

Online purchases from Dokteronline.com are usually not covered by health insurers because we do not provide invoices. The reason for this is that Dokteronline.com is an online doctor’s service and platform for the sale of medical products by registered pharmacies. We therefore advise you to contact your insurance provider in advance to check that you are covered for the product you wish to buy to prevent disappointment.

What is the brand of the medicine I will recieve?

If a drug is manufactured by different manufacturers, then the brand you receive depends on it, which brand the pharmacies cooperating with Dokteronline.com at the time of dispatch. The pictures on our website show only example marks as you also in our general
business conditions. This means that you do not always receive the brand that is shown in the picture.