After-sales assistance

We're sorry, but once your order is complete, it can't be changed. If you feel the change is essential, we suggest you cancel your order within 24 hours of purchase and place a new one.

Sorry, but it is not possible to change the payment method of an order already completed.

An order can be cancelled within 24 hours of purchase. If you wish to cancel an order, click the button below.

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Shipping addresses can be changed within 24 hours of purchase, for Italy only. To change your shipping address, click the button below.

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We are sorry, but it is not possible to collect the goods from our offices.

To receive an invoice for tax deduction purposes, when completing your order, you must have checked the "I need an invoice" box and correctly entered the tax code and full name of the person requesting the tax deduction. Between 8:00 PM and 2:00 AM on the day your package is handed over to the courier, you will receive an email with the subject "Order Tracking and Tax Documents." By clicking the "Order Tracking and Tax Documents" button in the email, you will be taken to a summary page where you can check the status of your order and download the tax documents. Forgot to request an invoice? Click the button below and fill out all the required fields (remember to have your order reference handy).

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Pursuant to current regulations, as soon as the returned product arrives at our warehouses, after verifying its integrity, we will notify you via email that we have received the goods and whether or not they fall within our return policy. If accepted, you will receive a refund within 14 days, using the same payment method you used for the purchase; in this case, you will also receive an email confirming our payment.

To postpone the delivery of your order, fill out the form by clicking the button below.

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From Monday to Friday, orders placed before 3:00 PM are processed the same day and handed over to the courier the next business day. A Tracking Number (or Traceability Code) is generated between 8:00 PM and 2:00 AM on the day the package is handed over to the courier. You can view it by clicking the button in the email we sent you with the subject "Order Tracking and Tax Documents" or on the "My Order" page. Clicking the "Order Tracking and Tax Documents" button will take you to a summary page where you can find the progress of your order. Click the button under "Tracking Number" to find out where your order is and view the shipment details on the courier's website. If you used bank transfer as your payment method, we will only hand over your order to the courier after verifying the payment has been successfully credited. Please also note that if you provided your mobile phone number, you will receive a text message from the courier with the delivery time slot. If you haven't received the email or text message, please fill out the form by clicking the button below.

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Sure , compile the form , you can find this to click the below button and describe the problem

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Yes. Farmacosmo recognizes the right of withdrawal as provided for by art. 52 et seq. of the Consumer Code. If the customer is a consumer (i.e. a natural person who does not make the purchase indicating a VAT number), he/she has the right to withdraw from the purchase contract, without having to provide explanations and without any penalty. The product must be returned in compliance with the resalability (intact and complete with the original packaging). The Right of Withdrawal cannot be exercised in the event of:

• purchase of medicines and medical devices
• purchase of food, drinks and other goods intended for current consumption
• purchase of goods that are liable to deteriorate or expire rapidly
• acquisto di beni sigillati che non si prestano ad essere restituiti per motivi igienici o connessi alla protezione della salute e sono stati aperti dopo la consegna
• purchase of goods which, after delivery, are by their nature inseparably mixed.

If you wish to exercise your right of withdrawal and your product does not fall within the categories we have indicated, you must notify us within 14 calendar days of the date your order was delivered by filling out the form found by clicking the button below.

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To ensure you're always satisfied with your purchases on Farmacosmo, we offer a free and easy return service, valid only in Italy. From the moment you receive your order, you have 15 days to return all or some of the products you purchased. The product(s) you wish to return must be new, intact, and in their blister packaging. Upon return of the goods and once we have verified their integrity, we will refund the value of the product(s). You cannot return a product to us in the following cases:

• purchase of medicines and medical devices;
• purchase of food, drinks and other goods intended for current consumption;
• purchase of goods that are liable to deteriorate or expire rapidly;
• purchase of sealed goods that are not suitable for return for hygiene or health protection reasons and were opened after delivery;
• purchase of goods which, after delivery, are by their nature inseparably mixed.

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FARMACOSMO uses a sell-and-buy business model, whereby it orders products from its suppliers only after receiving an order from the customer. The FARMACOSMO website, using complex logistics structures and proprietary software, is connected to supplier price lists and its own warehouse, providing precise information on product availability. If a product is out of stock, it cannot be added to the cart, to prevent the customer from purchasing an item that is not in stock. However, in rare cases, a product may be purchased in the window between a product's out of stock and the availability update in the online catalog. In this case, there is no need to worry: we will contact you promptly and give you the option of a) waiting for the product to be restocked, which will be shipped as soon as it returns to the warehouse; b) canceling the order, with a subsequent refund; c) if the order involves multiple products, processing the order even if the out-of-stock item is not available, with the cost of the product being refunded.