Frequently asked questions

Do not use a medicine if it has expired, been frozen, stored too warm or damaged, or if a solution looks cloudy or discoloured. Many pharmacies and local collection points take back old medicines. Used needles belong in a puncture-proof container.

That depends on your treatment. Not every treatment needs to be refrigerated. You will find exact instructions in the package leaflet. Protect your medicine from heat, frost, direct light and moisture.

Our partner pharmacy ships your medicine temperature-controlled in neutral packaging without medical labelling. The delivery must be accepted in person by you or someone in your household.

Please contact us before using the medicine. We will clarify it with the partner pharmacy and the medical team. The package leaflet tells you how long and at what temperature your medicine may be stored.

Plan storage in advance: the package leaflet tells you what your medicine needs. For injections that need cooling, a cool bag works well. If you cross time zones, clarify the timing beforehand with your doctor or pharmacist.

Pack your medicine in your hand luggage and check the rules with your airline beforehand. At security you can ask for a hand inspection. Before travelling outside the EU, check your destination's import rules. A doctor's certificate can be helpful.