FAQ

Table of Contents

• ORDERS
• SHIPMENTS - COURIER
• PAYMENTS
• RETURNS OF PRODUCTS - MONEY
• SOCIAL MEDIA
• ACCOUNT
• STORES
• GDPR
• PRODUCTS - AVAILABILITY
• PRICES - DISCOUNTS

How can I place an order?

Your orders can be placed in the following ways:

• Order from our website www.heals.gr
• Order by phone by calling 231 231 1388
• By sending an e-mail to [email protected]
• Through conversations on our social networks:
  Instagram: https://www.instagram.com/heals_online_pharmacy
  Facebook: https://www.facebook.com/healspharmacy
• Through the chatbox (conversation) of www.heals.gr

You can place your order online at any time of the day, even on Saturdays, Sundays and holidays.

If your order is placed outside of our service hours (Monday - Friday 09:00 - 17:00), it is considered to be received by us on the next business day.

During your visit to our website, you have the opportunity to:

• check the contents of your cart,
• add or remove any product,
• increase or decrease its quantity at any time.

Important: Before completing your order, check carefully whether you agree with the selected products and their quantities, as reflected in the shopping cart.

When completing your order, you can choose whether to make the purchase as a registered user or as a guest.

Once you have completed the ordering process, you will receive an e-mail confirming and registering your order at the e-mail address you have provided to us.

Your order is considered to have been placed once you receive the relevant confirmation e-mail to the email address you have provided to us.

How do I order by phone?

You can place your orders by phone, by calling 231 231 1388.

Our call center operates daily Monday to Friday from 09:00 to 17:00, except Saturday, Sunday and holidays.

Caution: For security reasons, card payment is not supported on telephone orders and we will never ask you for credit, debit or prepaid card details.

Can I place an order via Facebook & Instagram?

You can contact us through the chats on our pages, either on Facebook ( Heals Pharmacy ) or on Instagram ( heals_online_pharmacy ).

To best serve you, we will need the title and/or code of the product you desire, the quantity and basic contact information, such as telephone and email.

Contact days and hours are daily Monday to Friday from 09:00 to 17:00, except Saturday, Sunday and holidays.

How can I modify my order?

Changed your mind? Contact us immediately using any of the methods below that suits you and we will do our best to help you.

If your order has not already been shipped , it is possible to modify it in the following ways:

• By phone at 231 231 1388
• By email to [email protected]
• By message in the conversations we have on Facebook, Instagram and our website

Can I order online and pick up from your physical stores?

Yes, when completing your online order there is the option "Pick up from store".

Store pickup orders are processed from our warehouse and shipped to the physical store of your choice. They are not fulfilled on-site by physical store staff.

Once payment is made, you will receive an e-mail and/or SMS confirming your order. You will receive a second e-mail and/or SMS when your order has been prepared by our warehouse and is ready for pickup at the pharmacy of your choice.

Orders placed until 12:00 are served after 16:00 on the same day , provided that the products are immediately available.

Orders placed after 12:00 are processed the next business day.

You can choose one of our physical points, which are located at the following addresses:

• 88 Markou Botsaris, Kato Toumpa, Thessaloniki

           Monday - Friday: 08:00 - 21:00

           Saturday: 08:30 - 18:00

• Komninon 22, Center of Thessaloniki

           Monday - Friday: 08:00 - 21:00

           Saturday: 08:30 - 18:00

• Metamorphoses 10, Kalamaria, Thessaloniki

           Monday - Friday: 08:00 - 21:00

           Saturday: 08:30 - 16:30

Caution: Orders that have been left unclaimed for more than 5 calendar days are automatically released and a refund is made to your account. This means that after the 5 days have passed, you will need to place your order again, if you wish, and make the payment again.

Do the same prices apply in the online store and in pharmacies?

The prices of heals.gr concern exclusively online purchases.

You can make your purchase at heals.gr and select "Pick up from store" to pick up from any of our pharmacies you wish.

Prices in physical stores may vary.

When and how can I receive my order for in-store pickup?

Once payment is made, you will receive an e-mail and/or SMS confirming your order. You will receive a second e-mail and/or SMS when your order has been prepared by our warehouse and is ready for pickup at the pharmacy of your choice.

With the order code that will be sent to you, you will be able to pick up your order only from the store you have chosen.

Orders placed up to 12:00, are served after 16:00 on the same day, if the products are immediately available.

Orders placed after 12:00 are dispatched the next working day.

Caution: Orders that have been left unclaimed for more than 5 calendar days are automatically released and a refund is made to your account.

How long do you keep orders in the store?

Once you receive notification of pickup from the store, you can pick up your order within the next 5 calendar days. Orders that have been unclaimed for more than 5 calendar days are automatically released and a refund is made to your account.

Can I buy medicine and you send it to me?

According to legislation, in Greece the purchase and distribution of medicines from online stores is prohibited.

However, you can contact one of our pharmacies at the following telephone numbers:

Komninon 22: 2310275175

Markos Botsaris 88: 2310813888

Metamorfoseos 10, Kalamaria: 2310407994

How can I cancel an order?

If you wish to cancel an order you have already placed, you can cancel it as long as it has not been shipped, in the following ways:

• By phone at 231 231 1388
• By email to [email protected]
• By message in the conversations we have on Facebook, Instagram and our website

How can I see the status of my order?

You will receive an e-mail notification regarding the progress of the delivery and you will be able to track it through the special platform that you will find on our website: https://www.heals.gr/customer/order_check.htm.

In how many days will I receive my order?

The delivery of products is done by the cooperating courier company usually in 1-3 business days . For remote areas the delivery time can reach 3-5 business days.

In the event that any of our products are not immediately available, there may be a processing time. 4 to 6 business days.

Which courier companies do you work with?

The courier companies we work with are Courier Center , ELTA Courier, Speedex and ACS Courier.

In addition, there is also the option of sending by Box Now for delivery to a locker.

Can I pick up my order outside pharmacies?

Yes, there is also the option of shipping with Box Now for delivery to a locker.

To complete your order with Box Now, you must select pickup from the locker that serves you.

Orders that have been left unclaimed for more than 3 days are automatically released and a refund is made to your account.

Furthermore, the Courier Center offers the service optionally Clever Points, through which you can, if you wish, pick up from a partner point instead of delivery to your location, according to the terms and available options of the shipping company itself.

How can I search for my order at the courier company?

Once the courier company receives your order, a link and shipping number will be sent to your e-mail, so you can easily and quickly locate where it is.

If your order has been shipped with Courier Center, you can search for it at the following link: https://www.courier.gr/track/.

If your order has been shipped with Speedex, you can search for it at the following link: https://www.speedex.gr/isapohi.asp

If your order has been shipped with ELTA Courier, you can search for it at the following link: https://www.elta-courier.gr/search.

If your order has been shipped with ACS Courier, you can search for it at the following link:
https://www.acscourier.net/el/myacs/anafores-apostolwn/anazitisi-apostolwn/.

What is the shipping cost?

Shipments with Courier Center / ELTA Courier / Speedex

• For purchases over 59,00 € and up to 4kg weight (volumetric or actual), the shipment is Free for orders within Greece.
• For orders smaller than 59,00 € and up to 4kg weight (volumetric or actual), shipping costs are €2,30 for GREECE.
• The above prices are valid with the recommended courier company, based on your postal code (Courier Center / ELTA Courier / Speedex). In case you wish to use a different shipping method, there may be an additional charge based on the courier company's price list.
• For orders over 4kg (volumetric or actual), there is an additional charge €0,90 per kilo.
• Shipments to hard-to-reach areas are automatically serviced with ELTA Courier ή SpeedexIf another shipping method is selected, there may be an additional charge.
• You will receive an e-mail notification regarding the progress of the delivery and you will be able to track it through the special platform on our website (click here).
• Our company is not responsible for any delays of courier companies due to increased load, weather phenomena or other external factors.
• For product deliveries within Thessaloniki reduced shipping costs are offered €1,90 for the areas within the Regional District and for the postal codes supported by our system. These deliveries are carried out exclusively with Courier Center.

Shipments with ACS

• For purchases over 69,00 € and up to 2kg weight (volumetric or actual), the shipment is Free for orders within Greece.
• For orders smaller than 69,00 € and up to 2kg weight (volumetric or actual), shipping costs are €2,60 for GREECE.
• For orders over 2kg (volumetric or actual), there is an additional charge €1,30 per kilo.
• Delivery is usually made to 1 - 3 business daysFor remote areas the delivery time may reach 3 - 5 business days.
• You will receive an e-mail notification regarding the progress of the delivery and you will be able to track it through the special platform on our website (click here).
• In case a product is not immediately available, there may be a waiting time. 4 to 6 business days.

Shipments with Box Now - Delivery to lockers

Greece

• For purchases over 59,00 € and up to 8kg weight (volumetric or actual), the shipment is Free.
• For purchases smaller than 59,00 € and up to 8kg weight, the charge is €2,30.
• For orders over 8kg, each additional kilo is charged at €0,90.

Cyprus

• For purchases over 199,00 € and up to 4kg weight, the shipment is Free.
• For purchases smaller than 199,00 € and up to 4kg weight, the charge is €7,00.
• For orders over 4kg, each additional kilo is charged at €2,00.

Bulgaria

• For purchases over 199,00 € and up to 20kg weight, the shipment is Free.
• For purchases smaller than 199,00 € and up to 20kg weight, the charge is €5,60.
• For orders over 20kg, each additional kilo is charged at €5,00.

For shipments with Box Now, payment is only made electronically, with a payment method available from heals.gr.

Orders that have been left unclaimed for more than 3 days are automatically released and a refund is issued.

If I pay by cash on delivery, do I have to pay extra?

Yes. When delivering the order by cash on delivery, the additional charge amounts to the amount of €2,20 for all of Greece and is valid for orders up to €499.

Over what amount is shipping free?

Courier Center / ELTA Courier / Speedex: over €59,00 and up to 4kg.

ACS: over €69,00 and up to 2kg.

Box Now Greece: over €59,00 and up to 8kg.

The above offers do not apply to all international shipments and are applied according to the terms of each service.

Do you ship abroad?

Shipments to Cyprus

Heals offers shipments to Cyprus with the available options displayed at checkout, such as Box Now , Kronos Express and, where available, DHL , depending on the type of shipment and the products ordered.

• Kronos Express Air (Delivery 3-5 business days): The shipping cost for parcels up to 2 kilos is: €13,00For each additional kilo, the shipment is charged with 4,00€ / kiloFor orders over €199 and up to 2 Kg., the transports are Free.
• Kronos Express Economy (Delivery 5-10 business days): The shipping cost for parcels up to 5 kilos is: €10,00For each additional kilo, the shipment is charged with 1,30€ / kilo. The service is not available during the spring and summer months, due to high temperatures and quality assurance of the goods.
• Cash on delivery in Cyprus: where available, the surcharge is set at €3,00.

Shipments to EU countries

Heals allows you to order from selected EU countries and receive your package via the shipping company. DHL.

Next Day Delivery

For orders placed between 00:00 and 11:00 and for products marked "Immediately Available" , shipping is done quickly via DHL.

Delivery is usually made within 1 business day in central cities of the EU and within 2 business days in the rest of the EU, depending on the country of destination.

Detailed charges are displayed in checkout and are calculated depending on the country of destination and volumetric weight.

Clarifications

• For some international shipments, only prepaid payment methods may be available, depending on the destination country and shipping option.
• Air transport regulations do not allow the transport of flammable materials, such as sprays, nail polishes or products with a high alcohol content.
• If a product is unavailable, we will inform you by e-mail about the progress of your order.
• In orders where delivery is refused due to the customer's fault, the customer is obliged to fully bear the shipping costs of the package until it is returned to our company headquarters.
• For international shipments, the consumer must inform himself/herself of the restrictions and conditions that apply in the destination country.
• Our online store does not ship orders through a country outside the EU for shipments to European Union countries.

In what ways can I pay for an online order?

When completing your order, you have the option to choose one of the following payment methods:

• With card: Credit, debit or prepaid card. Card payments are processed through secure payment providers.
• Cash on delivery: Upon delivery of the order, the additional charge amounts to the amount of €2,20 for Greece. Valid for orders up to €499For orders over €500, another available payment method must be selected.
• With Viva Wallet: Make your payments through Viva Wallet with multiple payment methods, such as credit/debit card, American Express, Google Pay, Apple Pay, iDeal, Diners, Payconiq, SEPA and more.
• With Klarna: Pay with Klarna by choosing 3 interest-free installments or payment in 30 days.
• With IRIS: Pay easily via IRIS directly from your bank account or Viva Wallet account, without using a card.
• With PayPal: Payment via PayPal is possible for orders with shipping. outside Greece.

Is it possible to pay by credit card?

Yes, you can choose interest-free installments via Klarna, with the possibility of repayment in 3 doses or in 30 days.

Is it possible to pay the courier by credit card?

In case of delivery to your location, payment by card may be possible if the local courier store has a POS upon delivery. For more certainty, it is recommended to contact the local courier office first.

Alternatively, you can stop by your local courier store, where card payment is usually possible.

Do you accept American Express cards?

Yes, you can make your purchases with an American Express card through the Viva Wallet option among the available payment methods.

Can I return any products I have received?

The customer reserves the right to withdraw from his online purchase and return the products that have been purchased, within fourteen (14) calendar days from the date of receipt.

In case of withdrawal, the amount corresponding to the returned products will be refunded. Return costs are borne by the customer. Shipping charges are refunded only in cases where the return is due to our own fault, such as an incorrect order execution or a product that has been damaged during transport.

Basic conditions for exercising the right of withdrawal are:

a) The products being returned must not have been used at all. The packaging must be in good condition, undamaged, without the protective films (cellophane) having been opened and without any labeling having been removed, such as price or instructions for use. Products whose packaging is damaged or altered will not be accepted for return. Baby food products are not subject to returns.

b) The products should be returned to the following address:

Arslanoglou Pharmacy
Markou Botsaris 88
Postal Code 54644 Thessaloniki, Tel: 2310813888

c) The costs of returning the products are borne by the customer. Product returns must be made in consultation with us, in order to avoid excessive shipping costs. Shipping charges are refunded only when the return is due to our own fault. The original proof of purchase as well as the written declaration of withdrawal must also be included in the package.

d) In case it has been issued invoice, the return of the products must necessarily be accompanied by a delivery note.

Box Now Returns

If you have chosen to have your order delivered via Box Now, the return can be made through the Box Now returns service, which is the most direct and easy way to service.

You can use the following link: https://boxnow.gr/returns-step-one/186/1314/Heals . Fill in your details and then select the locker that best suits you to place your package.

If for any reason a return via Box Now is not possible, please contact us to find an alternative return method.

Withdrawal form template

You can download the withdrawal form from the link below.

How do I get a refund for products I have already returned?

Once the return is received and inspected by us, the refund process is initiated immediately.

If the order was paid for by card, Viva Wallet, Klarna or PayPal , the refund will be made to the same payment method used for the original transaction. The completion time may vary depending on your payment provider or bank.

In case of payment by cash on delivery or IRIS , the refund will be made by deposit into a bank account. In this case, you must notify us in writing:

• the banking institution,
• the IBAN number of the bank account,
• and the full name of the account holder.

Please note that refunds are made exclusively to a bank account whose primary beneficiary is the consumer who made the initial purchase.

What is the product return process for online orders?

For online orders, a right of withdrawal applies within 14 calendar days from the date of receipt.

In case of withdrawal, the amount corresponding to the products will be refunded. Return costs are borne by the customer, unless the return is due to our own fault.

The basic requirements are the same: the product must be unused, in its original packaging, and no protective films or labels have been removed. Baby food products are not subject to returns.

The return address is:

Arslanoglou Pharmacy
Markou Botsaris 88
Postal Code 54644 Thessaloniki, Tel: 2310813888

For Box Now returns, you can use the link: https://boxnow.gr/returns-step-one/186/1314/Heals.

Download the withdrawal form here.

On which social media do you have a presence?

You can find Heals.gr on the following social media:

• Facebook: Heals Pharmacy
• Instagram: heals_online_pharmacy
• tik tok: heals_pharmacy

How can I create an account in the online store?

Wherever you are on our page, you can create an account by following these steps:

1. Click on the account icon in the header (top right).
2. Then select the "Create Account" field.
3. You can create an account via Google, Facebook or by filling in your email and desired password.
4. Select that you have read and accept the terms of use.
5. Click "Register".
6. Fill in your personal information and shipping details.

How will I benefit from creating an account?

By creating a personal account on Heals.gr:

• You have immediate access to your order history.
• You can track the progress of your order.
• You can create a wishlist with your favorite products.
• You can repeat your purchases more easily.
• You can evaluate the products you have purchased more quickly.

Do you give any extra discount to registered users?

Registered users may have access to offers, coupons or special actions that are available exclusively through an account, when these are active in our online store.

Where are the physical stores located and what are their opening hours?

You can find our physical stores in the following places:

• 88 M. Botsari, Thessaloniki

Monday - Friday: 08:00 - 21:00

Saturday: 08:30 - 18:00

• Komninon 22, Thessaloniki

Monday - Friday: 08:00 - 21:00

Saturday: 08:30 - 18:00

• Metamorphoses 10, Thessaloniki

Monday - Friday: 08:00 - 21:00

Saturday: 08:30 - 16:30

Do you fill prescriptions at your pharmacies?

In our physical pharmacies, medical prescriptions are normally fulfilled.

Can I order my medicines or prescriptions online?

According to legislation, in Greece the purchase and distribution of medicines from online stores is prohibited .

What is your policy on securing my personal data?

Our goal is to ensure that you feel safe on our website. Your privacy and the protection of your personal data are important to us.

For this reason, we manage your personal data with care, prudence and in accordance with national and European legislation, as defined by the General Data Protection Regulation EU 2016/679 (GDPR) and Law 4624/2019.

How can I delete my information from your database?

You can delete your account and personal data at any time by following the steps below:

1. Log in to your heals.gr account.
2. Tap your account icon.
3. Select - Επιλέξτε "Account Management".
4. Press the button "Delete Account".

If you encounter any difficulty in the process, you can contact us at [email protected].

How can I unsubscribe from your Newsletter?

If you no longer wish to receive our newsletter, you can unsubscribe from the newsletter recipient list at any time. To unsubscribe from the list, select the relevant link contained in each newsletter or contact us electronically or in writing via the contact form available in our online store.

You can also contact us at any time to withdraw your consent for future communication.

Are the products you have on the site all available?

In every product you see on our page, there is the "Availability" field , which shows whether a product is "Available" or "Unavailable".

The term "Available" means the product is in stock. If a product is not available, it may be temporarily out of stock from the importing company or supplier.

If a product is unavailable, can I order it?

When a product appears as "Unavailable", means it is temporarily out of stock and the system will not allow you to add it to your cart.

If a product is not available in the online store, can I order it?

If a product you want is not displayed on our page, then we cannot supply it to you through our online store. We are constantly trying to increase the variety of our products.

If a product is available in the online store, can I come and buy it from your physical store?

If you wish to pick up a product from a physical store, it is advisable to have previously placed an online or telephone order, as a product that appears available in the online store does not necessarily mean that it is immediately available at the physical location.

The safest option is to place an order with in-store pickup and wait for notification that it is ready.

Prices between online stores and physical stores may differ.

Do the discounts I see always apply?

Discounts and offers are updated frequently so that we can offer you the best products at the best possible prices. If you place an order with products at a specific discount, the price displayed at the time of placing your order will apply.

Are the prices in the store and the e-shop the same?

The prices of our online store may differ from the prices of our physical stores. The prices you see in the online store are exclusively online shopping.

How can I get a discount coupon?

There are various ways through which discount coupons or special offers can be made available, such as through a user account, newsletter or social media, when there are active promotions.

How can I be informed about the offers you make?

We make sure to inform our customers about our current offers through various means, such as newsletters, social media posts and banners on our site's homepage. In addition, by creating an account you can be informed more immediately about available actions and offers.