FAQ

FREQUENTLY ASKED QUESTIONS

If you have any questions or uncertainties, we will be happy to help you, but you may also find what you are looking for here. We have compiled some of the most frequently asked questions: Orders, delivery, or payment/discounts/vouchers.

You are also welcome to talk to us personally.

Here you can find our contact details

ORDERS

How can I register?

If you are already a customer in our online store, simply click on “Log in” at the top of the website and then enter your e-mail address and password under “I am already a customer”. If you would like to create a new customer account in our online store and have already selected products from our range, you can register yourself during the ordering process. Important: the password should be at least 8 characters long and contain at least 1 number and 1 letter. Alternatively, you can register by clicking on the "Already a customer? Click here to log in." in the upper area on the left.

Can I also order as a guest?

Of course you can also order articles without registering. However, registration can have many advantages: For example, you have an overview of your orders and invoices or can manage returns and use the repeat order function.

Can a different delivery address be specified?

You have the option of entering different delivery and billing addresses. If you do not enter a different delivery address, we will deliver to the specified billing address.

Is there a minimum order quantity?

No, there is no minimum order quantity in the derbymed online store.

What should I do if I have forgotten my password?

Are you already a customer but have forgotten your password? No problem. Simply click on “Forgot password” in the login area, then enter the email address you used to register. If you have a customer account and your email address is recognized, you will shortly receive a new password by email.

How can I change the order afterwards?

As soon as your order has been completed, it is immediately in our system. Unfortunately, you cannot change your order afterwards. However, you can of course cancel your order and enter it again.

DELIVERY

How can I track an order?

As soon as your order has been handed over to our shipping service provider, you will receive a confirmation e-mail with your personal tracking information so that you are always informed about the whereabouts of your order.

How can I return a parcel?

Have you changed your mind? No problem. You have 14 days after receiving the product to return the order. Please contact our customer service.

PAYMENT, DISCOUNTS AND VOUCHERS

Can I also order if I don't have a PayPal account?

In cooperation with Paypal, we offer you the payment option “purchase on account”. However, you do not need to be registered with Paypal for this. After completing your order, you will receive a payment request from Ratepay GmbH with all the information you need to pay the purchase price.

Where do I enter a voucher code?

There is a separate field in the shopping cart for your voucher code - enter it and enjoy your discount.

WHERE DO I GET IN TOUCH WITH QUESTIONS ABOUT THE SHIPMENT?

Please contact us at ecommerce@equovis.de and our staff will get back to you as soon as possible.