FAQ - Frequently Asked Questions

FAQ

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How long does delivery take?

After an order has been placed, the goods are usually dispatched within 24 hours (Monday to Friday).
Orders received before 12 p.m. are usually delivered the same day.

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

How much is the shipping?

Our products are shipped climate-neutrally with DHL.

The shipping costs include VAT and are staggered as follows:
- Germany: €4.99 / for orders over €29.95⁵ shipping costs are waived.
- Austria: €8.50
- Switzerland and Liechtenstein: 16€
- European countries: from 9€
(The exact costs will be displayed during the ordering process or you can ask us.)
- United Kingdom: 17€

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 create a customer account?

Go to https://account.rote-place.de and enter your email address. You will then receive a code to log in. You don't have to remember a password as a new code will be sent to your email every time.

How can I access my customer account?

Even if you order as a guest, you can access orders at any time. 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 packing stations within Germany.

To use this service, please provide the following information in the delivery address:
Street: Packstation
House number: number of the packing station
Additional address: postal 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 returned to us unused and within the statutory cancellation period of 14 days, for example due to an incorrect order. For hygiene reasons, used items cannot be exchanged. If you have any problems, please contact us, we are happy to help. Please also note our information on the right of withdrawal .

How can I pay?

We accept various secure payment methods including:

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

It can also be paid with major credit card providers such as:

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

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

  • Klarna invoice
  • Klarna buy now
  • 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 cryptocurrencies are preferred, payments can be made with Bitcoin (BTC) and Ethereum (ETH) via Coinbase.

We also offer optional payment methods upon individual request.

Where does the goods come from?

We purchase our goods from our cooperation partner as well as from wholesalers and specialist retailers. All our products meet European quality standards. Many of our products come from reputable manufacturers and each product is labeled accordingly. Each product is marked 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 allows you to get a precise picture of each individual product.

Does a customer account have to be created?

There is no obligation to create a customer account with us. There is the option to order as a guest. However, we require some mandatory information to process an order, such as a delivery address. We assure you that when you register, we will treat your data confidentially and only use it to execute the order.

Can I also order differently?

There is also the option to send us an email with the items you would like to purchase. Alternatively, you can send us a WhatsApp message or use our contact form. Please don't forget to provide a delivery address. In this case, payment is made according to 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 have access to over 100,000 items from the pharmaceutical and cosmetic sectors. Contact us to find out whether we can organize your desired product 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 has the enormous advantage that we can act extremely flexibly. We can respond to individual customer requests and make decisions directly without consultation. We can also 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. There is no need to call a hotline, connect to an automated system, or settle for a chatbot. Every communication is handled by a real person. With us you will always reach a real person who is willing to help. Praise and criticism reach the right people and are taken into account as far as possible. Ordered goods are packed by a reliable fulfillment service provider and not by robots.

Why don't you have any discounts?

Our aim is to deliver quality goods and to ensure this, we source our products only from trusted and certified dealers worldwide. If we can achieve good purchasing prices, we will of course be happy to pass them on. 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 wish list there is the possibility to save products in a list without purchasing them immediately. At a later date, the saved products can then be placed in the shopping cart and purchased if desired.

Why doesn't my discount code work?

Please make sure that the code is entered exactly as stated, including upper and lower case letters, etc.

Please also check the validity of the code.

If you still cannot redeem the code, please contact us directly.

Was kann ich tun, wenn der Haltbarkeitsdatum sehr kurz ist?

Insbesondere bei Nahrungsergänzungsmitteln kann das Mindesthaltbarkeitsdatum auch kürzer sein.

Nahrungsergänzungsmittel werden wie Lebensmittel behandelt und tragen daher ein Mindesthaltbarkeitsdatum anstelle eines Verfallsdatums wie bei Medikamenten.

Selbst nach Ablauf des Mindesthaltbarkeitsdatums kann das Nahrungsergänzungsmittel noch verwendbar sein, besonders wenn es ordnungsgemäß gelagert und ungeöffnet wurde.

Natürlich akzeptieren wir die Rückgabe der Ware, wenn gewünscht. Kontaktiere uns dazu einfach. Bitte beachte aber, dass wir nur ungeöffnete Waren retour nehmen.