FAQ - Frequently Asked Questions


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How long does delivery take?

After you have placed an order, the goods are usually shipped within 24 hours (Monday to Friday).
Orders received before 12 noon are usually delivered the same day.

However, please note that there is an exception for payments by bank transfer:
In this case, we only ship the goods after successful receipt of payment or after receipt of the payment confirmation.

How much is the shipping?

Our products are shipped with renowned logistics partners such as DHL, UPS and GLS.

The shipping costs include VAT and are graded as follows:
- Germany: €4.90
- Austria: €5.50
- Switzerland and Liechtenstein: €7.50
- European countries: from €7.50
(The exact costs will be displayed to you during the ordering process or you can ask us about them.)
- United Kingdom: €9.50

Please note that shipping costs may vary depending on the destination country.

Is delivery to Switzerland possible?

Yes, we also deliver to Switzerland.

Please note our separate information page .

What about customs clearance in countries outside the EU?

For shipments that require a customs declaration, we issue a corresponding customs declaration CN22/CN23, which is carefully completed and attached to the shipment. With our customs number (EORI) we can speed up the customs clearance process within the customs limits.

How can I access my customer account?

Even if you order as a guest, you always have access to your orders. No password is required, just your email address. To do this, please visit our accounts page at https://account.rote-place.de and follow the instructions to access your orders.

Is shipping to a Packstation possible?

Yes, we offer shipping to DHL Packstations within Germany.

In order to be able to use this service, please provide the following information in the delivery address:
Street: packing station
House number: packing station number
Address supplement: Your post number

The shipping costs for this option correspond to the regular shipping costs for Germany of €4.90 .

Can I exchange goods?

An exchange is only possible if the goods are unused and returned to us within the statutory cancellation period of 14 days, for example due to an incorrect order. For hygienic reasons, used items cannot be exchanged. If you have any problems, please contact us, we are at your disposal. Please also note our information on the right of withdrawal .

How can I pay?

We accept a variety of secure payment methods, including:

  • PayPal
  • AmazonPay
  • Google Pay
  • Apple Pay
  • Shop Pay

You can also pay with major credit card providers, including:

  • VISA
  • VISA debit
  • Mastercard
  • maestro
  • American Express

Payment processing via Klarna is also possible, with options such as:

  • Klarna invoice
  • Klarna immediate purchase
  • Klarna installment purchase

For bank transfers we accept:

  • Transfer
  • Giropay

For international payments we offer the following options:

  • EPS (Austria)
  • Bancontact (Belgium)
  • IDEAL (Netherlands)
  • Przelewy 24 (Poland)

If you prefer cryptocurrencies, you can pay with Bitcoin (BTC) and Ethereum (ETH) through Coinbase.

In addition, we offer optional payment methods on individual request.

Where does the goods come from?

We obtain our goods from our cooperation partner as well as from wholesalers and specialist dealers. All our products meet European quality standards. Many of our products come from reputable manufacturers and each product is labeled accordingly. Each product is provided with either a PZN (Pharmaceutical Central Number) or an official GTIN (EAN) code to ensure authenticity. We attach great importance to the fact that our product images are original and created by ourselves. This way you can get an accurate picture of each individual product.

Does a customer account have to be created?

You are not required to create an account with us. You have the option to order as a guest. However, we need some mandatory information to process your order, such as your delivery address. In contrast to a registered customer account, your data will not be stored in our shop system in this case. We would like to assure you that we will treat your data confidentially if you register.

Can I also order differently?

You also have the option to email us with the items you would like to purchase. Alternatively, you can also send us a WhatsApp message or use our contact form. Please do not forget to enter your delivery address. In this case, payment is made according to an individual agreement.

Please note our data protection declaration , as information is transmitted outside the shop system.

I am looking for a product that is not available here?

Thanks to our close partnership with various cooperation partners, we can give you access to over 100,000 articles from the pharmaceutical and cosmetics sector. Feel free to contact us to find out whether we can organize your desired product for you at particularly favorable conditions.

On what price basis are discounted prices based?

The discounted price advantages are based on the recommended retail price (RRP) published by the information center for medicinal products (IFA GmbH).

What is the RRP?

The non-binding retail price (RRP) is the price that the manufacturer specifies as the recommended retail price for the end customer. It only represents a price orientation.

Why should I shop with you?

Since there are only two of us, there are no hierarchical levels to overcome. Everything is clearly regulated and structured. This gives you as a customer the enormous advantage that we can act extremely flexibly. We can respond to your individual customer requests and decide directly without consultation. In addition, we can deliver very quickly because we buy the goods ourselves and know exactly when, where and how we will receive them. Unlike trading companies, which among other things have to do justice to their shareholders, we are not heavily dependent on large margins and can therefore compete well on price. You don't have to call a hotline that only connects you to an automated system and then dial a number on your phone and hope that you eventually reach someone, nor do you have to settle for a chatbot with us. Every communication is handled by a real human. With us you always reach a real person who is ready to help you. With us, praise and criticism reach the right contact person and, as far as possible, are taken into account appropriately. Ordered goods are packed by a reliable fulfillment service provider and not by robots.

Why don't you have any discounts?

We aim to deliver quality goods and to ensure this we only source our products from trusted and certified retailers worldwide. If we can achieve good purchase prices, we will of course be happy to pass them on to you. As a rule, our prices remain stable and are only subject to customary market adjustments.

Why doesn't my product have an expiry date?

According to EU directives, cosmetic products within the EU must have an expiry date if their shelf life is no longer than 30 months. For products with a shelf life of more than 30 months, the symbol of an opened cream jar with a statement such as "12M" is used instead. In this example, "12M" represents 12 months of usage. Similarly, "6M" stands for 6 months, etc. Single-use packaging that is immediately consumed in its entirety is exempt from such markings.

What is the wish list?

By using our Wishlist, you have the ability to save products to a list without buying them right away. You can then add the saved products to your shopping cart and purchase them later if you wish.