Frequently Asked Questions

Here are some of our most popular questions we are asked. If your question is not listed below, please do not hesitate to contact us.

Important information

apo-rot becomes a brand of "Apotheke zur Rose"!
The international shop of the apo-rot mail-order pharmacy will in the future be operated as a distribution channel of Apotheke Zur Rose with its registrered office in Halle (Saale), owned by Ulrich Nachtsheim. If you wish for your future orders to be handled there, your consent to the transfer of your customer and health data to Apotheke Zur Rose is required. Further information can be found here.

Questions about registration and ordering

1. How do I become a customer of apo-rot international – a shop of Apotheke Zur Rose?

To register, you can call 00800 - 80 80 70 70* or visit us via Internet as a customer at apo-rot international – a shop of Apotheke Zur Rose. Registration on the homepage takes place automatically with your first order. After adding the products of your choice to the shopping cart, click on the “Checkout” button at the bottom of the screen. If you are not yet a customer, select “Register as customer” at the customer login and register in a few steps.
Now you will be asked to carry out a one-time registration in five steps.

Step 1: Provide your personal details and billing address.

Step 2: Specify the delivery address.

Step 3: Choose a shipping method.

Step 4: Choose a payment option.

Step 5: Check your order, accept the terms and conditions, view your order, confirm your registration and then later receive your order and customer number.

2. How can I place an order with apo-rot international – a shop of Apotheke Zur Rose?

You can order from the comfort of your own home with apo-rot international – a shop of Apotheke Zur Rose.

Please contact your country shop for orders abroad:

Austria: www.apo-rot.at
Denmark: www.apo-rot.dk
Finland: www.apo-rot.fi
Netherlands: www.apo-rot.nl
Spain: www.apo-rot.es
France: www.apo-rot.fr
Italy: www.apo-rot.it

All other EU countries: www.apo-rot.eu
Outside of the EU: www.apo-rot.com

3. How does the ordering process in the online shop work?

You can order discreetly, quickly and comfortably from home via the website:

Step 1:
Log in to your customer account in the “Login” field using your customer number (or e-mail address) and your password. If you are not yet a customer, you will receive your customer number as described under 1. How do I become a customer of apo-rot international – a shop of Apotheke Zur Rose?

Step 2:
After you have found your desired item through the search feature or in our brand shops, place the item in the shopping cart. You can click on the detail view to get more detailed information about the product. You have the option of placing your items in the shopping cart there as well.

Step 3:
Now check your selection by clicking on the “Shopping cart” button at the top of the screen.

Step 4:
Select the desired delivery method.

Step 5:
Complete your purchase by clicking on the “Checkout” button.

4. Is ordering medicines safe on the internet?

You are on the safe side with apo-rot international – a shop of Apotheke Zur Rose. This is testified to not only by our many years of experience and our success as one of the largest mail-order pharmacies, but also by the EU security logo introduced by the EU, which can be found on the start page of our online shop at the bottom left and which is marked with the flag of the country of the company headquarters. It identifies secure or reputable mail-order pharmacies and ensures greater consumer protection. Clicking on the logo leads to our verified information in the mail-order registry. apo-rot internationally – a Zur Rose pharmacy shop also checks your orders in a multi-level system and consults with you or your doctor if necessary. Every order is checked for completeness and possible interactions by our pharmaceutical specialist before shipment.

5. What should I do if I do not receive a confirmation e-mail after my order?

You should receive a confirmation e-mail a few minutes after your order. If you do not receive it, please check whether you have entered your e-mail address correctly and have accepted the terms and conditions. Please also check if the e-mail was accidentally assigned to your spam folder.

6. Until when can I correct or complete my order?

apo-rot international – a shop of Apotheke Zur Rose strives to process your order quickly. Therefore, please understand that we can only consider telephone additions that you make prior to receiving the confirmation e-mail. If you have chosen advance payment as a payment option, you are still entitled to make additions to your order until the day of the debit.

Questions about payment, delivery and shipping costs

1. What payment options does apo-rot international – a shop of Apotheke Zur Rose offer?

apo-rot international – a shop of Apotheke Zur Rose offers advance payment, PayPal and credit card as payment options.

2. How high are the shipping costs with apo-rot international – a shop of Apotheke Zur Rose?

apo-rot international – a shop of Apotheke Zur Rose calculates the following shipping costs for your delivery:

Country (supplement) Value of goods under 40€ Value of goods over 40€
Belgium EUR 5,90 EUR 3,50
Bulgaria EUR 12,50 EUR 10,00
Denmark EUR 5,90 (see below)
Estonia EUR 12,50 EUR 10,00
Finland EUR 9,90 (see below)
France EUR 9,90 EUR 7,50
Greece EUR 15,00 EUR 12,50
Great Britain EUR 9,90 EUR 7,50
Irland EUR 15,00 EUR 12,50
Italy EUR 12,50 EUR 10,00
Croatia EUR 12,50 EUR 10,00
Latvia EUR 12,50 EUR 10,00
Lithuania EUR 12,50 EUR 10,00
Luxembourg EUR 5,90 EUR 3,50
Malta EUR 9,90 EUR 7,50
Netherlands EUR 5,90 EUR 3,50
Poland EUR 12,50 EUR 10,00
Portugal EUR 15,00 EUR 12,50
Romania EUR 12,50 EUR 10,00
Slovak Republic EUR 12,50 EUR 10,00
Slovenia EUR 12,50 EUR 10,00
Sweden EUR 9,90 EUR 7,50
Spain EUR 15,00 EUR 12,50
Czech Republic EUR 15,00 EUR 12,50
Hungary EUR 12,50 EUR 10,00
Cyprus EUR 9,90 EUR 7,50

The shipping costs for deliveries to Denmark are only 2.90 euros from an order value over 40 euros. Shipping is free from an order value over 100 euro.

The shipping costs for deliveries to Finland are only 7.50 euros from an order value over 100 euros.

Shipping costs do not apply for shipments to Austria over 50 euros.

For packages outside the EU, we charge 16.50 euros for orders below 40 euros. We charge 12 euros from an order value of 40 euros.

3. How long are the delivery times at apo-rot international – a shop of Apotheke Zur Rose?

The regular processing time at apo-rot international – a shop of Apotheke Zur Rose is 1-2 working days.

Any additional delivery times for items are to be counted towards the regular processing time. Please note that the processing time for your order always depends on the item with the longest delivery time in the shopping cart.

In the overview below, you can find the estimated delivery times for the respective countries:

Austria: 2-3 days
Belgium: 2-3 days
Bulgaria: 5-6 days
Denmark: 2-3 days
Estonia: 4-5 days
Finland: 3-4 days southern region; / 4-6 days northern region
France: 2-3 days mainland / 5-6 days to Corsica
Greece: 5-6 days
England: 2-3 days
Italy: 2-3 days northern region / 4-6 days southern region + Sicily + Sardinia
Croatia: 4-5 days
Latvia: 4-5 days
Lithuania: 4-5 days
Luxembourg: 2-3 days
Malta: 5-6 days
Netherlands: 2-3 days
Poland: 2-3 days
Portugal: 3-4 days mainland / 8+ days to Madeira + Azores
Romania: 3-4 days
Sweden: 2-3 days southern region / 4-6 days northern region
Slovakia: 3-4 days
Slovenia: 3-4 days
Spain: 3-4 days mainland + Balearic Islands
Czech Republic: 3-4 days
Hungary: 3-4 days
Cyprus: 9-11 days

Delivery times outside of Europe are usually 10-15 days.

4. How are my goods delivered?

Your goods will be delivered with UPS or DHL – depending on your country of delivery. If you are not present at the time of delivery, you can pick up your package at the nearest post office or at a package station near you. If you want to redirect a package, please contact our service centre at 00800 - 80 80 70 70*, If possible, please have your tracking number ready, which we will send you by e-mail.

5. What happens if I am not home for the delivery?

UPS and DHL will try to deliver from Monday to Friday between 8:00 and 17:00. If they are not successful, you can pick up your package at a nearby post office or package station.

Questions about the product range

1. Why are medicines so inexpensive at apo-rot international – a shop of Apotheke Zur Rose?

For some years now, pharmacies have been allowed to determine the prices of over-the-counter medicines themselves. And while many pharmacies continue to offer prices at manufacturer’s recommended retail price or higher, apo-rot international – a shop of Apotheke Zur Rose offers the entire range of over-the-counter medicines, cosmetics, medical products and care products at particularly favourable prices. How we do this? Due to its purchasing volumes, apo-rot international – a shop of Apotheke Zur Rose can negotiate good purchasing terms with wholesalers and manufacturers. We pass these savings directly to you with our low prices.

Questions about consultation and service

1. Is personal consultation available at apo-rot international – a shop of Apotheke Zur Rose?

Yes, we offer expert consultation. The employees at our service centre not only take your orders, but also inform you about the different ordering options and provide advice on the subject of health. You can reach us during our business hours

Mo - Fri from 8:00 to 19:00
Sa from 9:00 to 14:00

by telephone, e-mail or fax. We are ready to advise you discreetly and competently. You can reach us under the number 00800 - 80 80 70 70*

Please note that there are different business hours for holidays.

2. How long is the service centre open atapo-rot international – a shop of Apotheke Zur Rose?

You can reach us from Monday to Friday between 8:00 and 19:00 and Saturday between 9:00 and 14:00

Please note that there are different business hours for holidays.

3. Does apo-rot international – a shop of Apotheke Zur Rose consider drug interactions?

Of course, apo-rot international – a shop of Apotheke Zur Rose looks after your health. This means that we review possible drug interactions and consider your medication profile.

Questions about customer data

1. Is my personal data secure with apo-rot international – a shop of Apotheke Zur Rose?

Yes, security is very important at apo-rot international – a shop of Apotheke Zur Rose. You can be sure that all data is kept strictly confidential. We use your data to ensure your safety, for example, by using it to look for drug interactions. However, in order for us to be able to deliver your order to you, we must pass on the necessary information (recipient, telephone number, e-mail address, delivery address and possibly authorised persons) to the logistics company.

2. How do I get access to my customer account?

If you are already a customer, you can conveniently handle your orders via your customer account. To do so, log in via the “My account” (top right of our page) and then “Login” field by entering your customer number or e-mail address and password. Your personal details are securely stored in your customer account, so you do not need to enter them again during the ordering process. Please log via the “My account” field before adding items to the shopping cart; otherwise you will have to enter your data again.

3. How do I change my data or my password?

After you have logged in with your customer number and password, you can change your personal data under “My account”.

4. What do I do if I have forgotten my password?

If you have forgotten your password, click on the login button. The click on the “Forgot your password?” link. You will receive an e-mail with an automatically generated password. You will be asked to change it on your next login.

Questions about the right of withdrawal

1. Is there a right of withdrawal?

Please read our General terms and conditions.


* Free of charge. Country-specific costs may apply