Good to know – Frequently Asked Questions (FAQ)
Good to know – Frequently Asked Questions (FAQ). Here you will find short, understandable answers to the questions we are asked most often – from delivery times to prices & VAT to shipment tracking.
If your question is not listed, we will be happy to help you personally.
When can customer service be reached?
Our team will be happy to help you. The shipping team is available from Monday to Friday, 8:30 a.m. to 5:00 p.m.
You can find the current contact options on our contact page. Alternatively, send us an e-mail – we will get back to you as soon as possible.
Where is my package? How do I check the tracking number?
As soon as your order leaves our premises, you will receive a shipping confirmation and then a tracking number from the parcel service provider.
Click on the tracking link in the email from the parcel carrier or enter the number directly with the parcel carrier. If you have not received a number, please contact us – we will check it for you.
Why is my address incomplete in emails?
In automatic e-mails, the display may be shortened for technical or data protection reasons. We always use the fully stored address from your customer account for shipping. If something is wrong, please let us know – we will correct it immediately.
How long does delivery take?
We usually ship your order the next working day – standard with DHL, in exceptions with DHL Express or UPS.
The estimated delivery time depends on the respective shipping service provider and your delivery address. After shipping, you will receive a tracking number; above that, you can see the current shipment status and the expected delivery date in the service provider’s portal/app.
Good to know:
- Delivery requests (e.g. desired storage location, delivery to neighbours, parcel shop/branch, time slot) can be stored directly with the shipping service provider – we have no access to them.
- Factors such as order timing, receipt of payment, holidays, seasonal peak times and (for foreign deliveries) customs clearance can affect the transit time.
- Please check that your delivery address is complete – this will avoid delays.
Where can I find my invoice?
You will receive your invoice in the shipment. In addition, you can contact us and you will receive the invoice as a PDF file. Is something missing? Let us know – we will be happy to send you the invoice again.
How are prices and VAT calculated for orders from abroad?
The calculation is based on your delivery address. In all countries, the product price is displayed including the VAT applicable in the respective country. There are also countries where VAT is not charged – in these cases, you will automatically see the net price. Please note: The net product price varies by country. You will always see the final prices and taxes at the checkout before completing the order.
What are the customs duties for non-EU deliveries?
You will receive an invoice from us including the valid VAT. The invoice is in the package. The Löwen Apotheke does not offer its own tax-free service. For a possible refund, please contact a service provider (e.g. Global Blue) or directly the relevant local authorities. The processing is carried out exclusively by these offices.
When shipping to countries outside the European Union (e.g. USA), additional costs may apply, in particular customs duties, import taxes (e.g. U.S. Customs Duty, Import Tax) or handling fees by the shipping service provider. These duties are not included in the purchase price or shipping costs and must be borne by the buyer himself.
The amount of import duties depends on the legal requirements of the recipient country and can vary depending on the type of product, value of goods and country of origin. Please check with your local customs office for any costs you may incur before ordering.
We deliver according to Incoterm DAP (“Delivered at Place”): This means that the delivery is made to the recipient’s address, but customs duties and taxes are not included in the price and may be collected by the shipping service provider on behalf of the customs authority.
Special case Switzerland (example):
If you take goods purchased abroad to Switzerland in person, you often have the option of having the foreign VAT refunded via the foreign seller or a tax refund company.
Since the Löwen Pharmacy does not offer its own tax-free service, you must visit a suitable service provider and clarify the reimbursement directly there or with the local authorities.
