FAQ

Clarifications

• Services apply only for pre-paid orders (Paypal, credit card).
• The IATA Regulations for Air Transport do not allow the transport of flammable materials (e.g. sprays, nail polishes, alcohol products, etc.)
• If a product is not available we will notify you by email about the progress of your order.
• The detailed charges are shown at check out and are calculated accordingly destination country and volumetric weight
• On orders placed refusal of receipt due to the fault of the customer, the customer is obliged to bear the entire transport costs of the parcel, until the parcel is returned to our company headquarters.
• All above values ​​are together with VAT and fuel surcharge. The prices do not include any additional costs related to the customs of the respective shipping country. Any additional costs (Customs Duties, Excise Tax and/or Import Tax, customs clearance, storage costs, etc.) as defined in the relevant provisions that provide for the relevant charges in the sending state, in addition to the shipping costs, borne by the consumer (for overseas shipments). The consumer is informed at his own discretion about the charges that are borne by him depending on his place of residence.
• The consumer must be informed by his own diligence about the conditions and specifications required by the legislation of his country of residence or residence, so that the products ordered from our online store ensure their seamless journey from our store to the recipient consumer. For the necessary specifications, the consumer is informed by the competent Authorities of the country of delivery of the products.
• In particular, products must meet specific customs requirements, conditions and restrictions, in order to be imported into the country of destination, such as composition specifications, limitations of type, weight, dimensions, requirements of necessary accompanying documents, manuals, etc. The consumer must confirm that the products he orders from our online store meet these specifications.
• The consumer can be informed about the characteristics of the products of our store either by contacting the product manufacturer or our online store, or in any other convenient way. If he finds that the products do not meet the necessary specifications to be imported into the country of destination, he must refrain from the order, otherwise he will be charged with any related expenses that arise. Specifically, the consumer bears any costs resulting from the refusal of the authorities of the destination country to allow the entry of the product into its territory, whether it is the cost of shipping and returning the product to our online store, or the cost of storage or necessary handling, or for additional duties or legally imposed fines due to non-compliance of products with legal specifications.
• Our online store will never ship ordered products via a country outside the EU.

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:

• By card: Credit, debit or prepaid, with Visa, MasterCard, Maestro, Discover or Diners.
• Cash on Delivery: Upon delivery of the order, the additional charge amounts to €2,20 for Greece. Valid for orders up to €499. For orders over €500, one of the following payment methods should be selected.
• With PayPal: You can pay for your order with a payment option through the PayPal online payment portal. 
• With Viva Wallet: Make your payments through Viva Wallet with dozens of payment methods (Credit/Debit Card, American Express, Google Pay, Apple Pay, iDeal, Diner's, payconiq, S€PA and more)

Is it possible to pay by credit card?

Batch selection is not supported.

Is it possible to pay the courier by credit card?

In the case where the payment is made by delivery to your door, it is possible to pay by card, after first contacting the local courier office, so that they have a POS device with them. However, you can drop by your local courier shop yourself, where in most cases it is possible to pay by card. 

Do you accept American Express cards?

You can make your purchases with an American Express card through the Viva Wallet option in the payment methods menu.

Can I return any products I have received?

The customer reserves the right to withdraw from his online purchase and return the products purchased, within fourteen (14) calendar days from the date of receipt with a full refund of the amount paid (shipping charges are only refunded in cases where the return of the products is our fault). Products can be returned for any reason. The right to return products also applies to received products that have been damaged during transport.  

Basic conditions for exercising the right of withdrawal are:

a) Products being returned must not have been used at all. The package must be in good condition, without damage, without the protective films (cellophane) having been opened and without having removed any labeling such as e.g. indicative price, instructions for use, etc. Products whose packaging is damaged or altered are not accepted as returns. Baby food products are non-refundable.

b) Products should be returned to the following address:

ARSLANOGLOU PHARMACY 

MARKOU BOTSARIS 88

PO Box 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 to avoid excessive shipping costs (shipping charges are only refunded in cases where the return of the products is our fault). The original proof of purchase as well as the written declaration of withdrawal should also be included in the package. You will find a sample declaration of withdrawal below, under item XI. 

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

BoxNow returns

In case you have chosen delivery of your order via Box Now, the return must be made exclusively via Box Now.

The process is easy and simple. Go to the link below (https://boxnow.gr/returns-step-one/186/1314/Heals), you fill in your information, and then choose the locker that serves you to place your package. 

XI. SAMPLE FORM OF SUBSCRIPTION

(complete and return this form only if you wish to

withdraw from the contract HERE)

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

Once the order is returned to us, the refund is made immediately on the same day. A refund will be made for the full amount charged including the amount of shipping costs paid when purchasing the product, if the refund is due to our fault. The refund of the paid price is made through a bank. 

In case the order is paid by card/paypal, the refund is made directly to the account from which it was paid. Processing time may be 1-5 business days, depending on the bank you work with. PayPal refunds are credited directly to your account.

In case of payment by cash on delivery, the customer must notify our company in writing:

• the banking institution 
• the IBAN number of the bank account 
• and the full name of the beneficiary of the bank account, to which the buyer wishes to have the refund of the amount paid during the specific purchase. 

Please note that refunds are made exclusively and only in a bank account whose first beneficiary is the consumer who made the original purchase.

What is the product return process for online orders?

The customer reserves the right to withdraw from his online purchase and return the products purchased, within fourteen (14) calendar days from the date of receipt with a full refund of the amount paid (shipping charges are only refunded in cases where the return of the products is our fault). Products can be returned for any reason. The right to return products also applies to received products that have been damaged during transport.  

Basic conditions for exercising the right of withdrawal are:

a) The returned products should not have been used at all, while they should be in the packaging and as received, without opening the protective films (cellophane) and without removing any markings such as. indicative price, instructions for use, etc., and not to have damage and alterations in their packaging. Baby food products are non-refundable.

b) Products must be returned to the following address:

ARSLANOGLOU PHARMACY 

MARKOU BOTSARIS 88

PO Box 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 to avoid excessive shipping costs (shipping charges are only refunded in cases where the return of the products is our fault). The original proof of purchase as well as the written declaration of withdrawal should also be included in the parcel. You will find a sample declaration of withdrawal below, under item XI. 

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

BoxNow returns

In case you have chosen delivery of your order via Box Now, the return must be made exclusively via Box Now.

The process is easy and simple. Go to the link below (https://boxnow.gr/returns-step-one/186/1314/Heals), you fill in your information, and then choose the locker that serves you to place your package. 

XI. SAMPLE FORM OF SUBSCRIPTION

(complete and return this form only if you wish to

withdraw from the contract 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 site, you can create an account by following these steps:

1. Click on the heading (top right) on the little man icon (see below). 
2. 
   Then select in the "Create Account" field. You can quickly and easily create your account through Google and Facebook
   
   
3. On the new page, fill in your email and the password you want.
4. Then you will need to select the field “I have read and accept them terms of use"
5. Then you have to click on the “Register” box
6. Finally, you will need to fill in your personal and shipping information.
7. Are you ready! Your new account on Heals.gr has been created!

How will I benefit from creating an account?

Creating your personal account on Heals.gr:

• You earn 1000 points (worth 1€) by registering on our page
• Unlock unique offers for our registered users!
• You earn exclusive coupons to redeem on your next purchases!   
• You can see the progress of your order at any time!
• You have direct access to your order history!
• Don't want to forget something? Easily create a wishlist with your favorites!
• Easy and fast repeat of your purchases
• Rate your favorite products quickly

Do you give any extra discount to registered users?

Registered users have the following privileges:

• win 1000 points (of value 1€) with their first registration to redeem them on subsequent purchases
• have a exclusive access to offers 
• have a exclusive access to vouchers

Where are your physical stores located? 

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

What are the opening hours of the physical stores?

The opening hours of the physical stores are as follows:

• 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

Do you fill prescriptions at your pharmacies?

In our pharmacies only, medical prescriptions are normally carried out.

Can I order my medicines or prescriptions online? 

Based on legislation from the E.U. currently in Greece is prohibited any purchase and distribution of medicines from electronic stores (online).
However, you can contact one of our pharmacies on 2312 311388.

What is your policy on securing my personal data?

Our aim is to ensure that you feel safe on our website, so your privacy and the protection of your individual rights are important to us.

For this reason, we manage your personal data with care, prudence and in accordance with the National and European Legislation as defined ο 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 simple steps below.

But why do it? 

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 remove yourself 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.

Of course, you can unsubscribe at any time to stop receiving such e-mails and informational material by traditional mail, i.e. withdraw your consent for the future. To do so, a corresponding unsubscribe link is provided in each email and newsletter. You can also contact us to withdraw your consent and unsubscribe at any time.

Are the products you have on the site all available?

On every product you see on our page, there is the field "Availability" wherever it appears if a product is "In stock" the "Not available". The term "Available" means that the product is in stock. If a product is not available it may be in short supply from the importing company. Also, we often inform you in how many days the products will be available again.

There are a number of ways to get instant updates on Product Availability:

• First, you can add the products you are interested in to your favorites in order to find them quickly and easily and be informed of their availability.
• In addition, you have the option to add these products to your wishlist. In this way, you will receive informative emails about the availability of the products, in order to be informed immediately if there is any change in the availability of the products.

We are always at your disposal, so that we can serve you in the best possible way!!!

If a product is unavailable can I order it?

When a product appears on our page as "Out of stock", it means that it is temporarily out of stock, so the system will not let you add it to your cart. 

However, there are some ways to be informed immediately about the Availability of products:

• First, you can add the products you are interested in to your favorites in order to find them quickly and easily and be informed of their availability.
• In addition, you have the option to add these products to your wishlist. In this way, you will receive informative emails about the availability of the products, in order to be informed immediately if there is any change in the availability of the products.

We are always at your disposal, so that we can serve you in the best possible way!!!

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

If a product you want does not appear on our page, then we cannot supply it to you. However, we try to increase the variety of our products every day, so it is very likely that you will see it in our online store in the future!

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

If you wish to purchase a product from our physical store, it is advisable to place an online or telephone order first, as there is a possibility that it may not always be in stock. By placing an order to pick up a product from the store, we notify you by SMS to your mobile as soon as the order is ready. For orders placed before 12:00, collection can be done the same day in the afternoon. Orders placed after 12:00 are processed and received the next working day.

***Prices between online store and physical stores may differ.

Do the discounts I see always apply?

Discounts / offers are renewed daily in order to offer you the best products always at the best prices. However, if you place an order with products at a specific discount, you will get the products at the discount they were at the time you placed the order, even if their price changes afterwards.  

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 several ways to get discount coupons.

1. By registering as a user on our page, you can access daily coupons exclusive to MyHeals members 
2. By subscribing to our Newsletter you can be informed daily about current offers and receive discount coupons in your email.
3. Through social media you can follow the current offers as well as the discount coupons that come out. 

How can I be informed about the offers you make?

We make sure to inform our customers about our daily offers with all the means at our disposal, such as Newsletters, viber messages, related posts on social media. In addition, on the home page of our site you will find banners with current offers.

Finally, by creating an account you can be informed more immediately and quickly about the existing offers both based on your previous purchases and based on the products you have added to your wishlist.