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Customer service

   
E-mail verkoop@hollandpharma.nl
Fax +31 88 990 86 05
Phone +31 88 990 86 00

Frequently asked questions

  1. How can I register as a client?
  2. What are the delivery terms?
  3. How can I see the assortment that Holland Pharma offers?
  4. Until what time can orders be placed and when can I expect my order to be delivered?
  5. How can I place an order?
  6. How can I log on this site?
  7. What is the procedure for returning items?
  8. When can I expect my backorders to be delivered?
  9. What does the coloured “stock” bar mean?
  10. What do the abbreviations VG, UA, UAD and AV behind a product name mean?
  11. How can I view my invoices?
  12. I want to receive my invoices on another e-mail address, is it possible?
  13. How can I recognise products that are unavailable for a longer period?
  14. How do I set up a stock notification?
  15. How can I find an alternative product?
  16. How are expiration dates of products determined?

 

1. How can I register as a client?

To register as a client, please fill in this form. The following information is needed to be able to register: name of the company, address, phone number, e-mail address, name of the contact person of your company and VAT number.

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2. What are the delivery terms in 2021?

Orders with an invoice value higher than €215 will be dispatched without order charges. For orders with a lower value, €10 order costs will be charged. These delivery terms are applied to sendings to The Netherlands, Belgium, Germany, Luxembourg and France.

For sending orders to another country than mentioned above, delivery costs will be charged. You can request the costs via info@hollandpharma.nl. Caution! Delivery costs will be applied to each package. Therefore, the postage paid is not applied.

Our complete delivery and payment terms can be requested via info@hollandpharma.nl.

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3. How can I see the assortment that Holland Pharma offers?

To make this possible we have made our assortment visible on our website. Please see the tab “Search" under "Assortment". This enables you to search through our whole assortiment. You can then quickly and simply create an order and send it electronically .

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4. Until what time can orders be placed and when can I expect my order to be delivered?

You can order online every day. If you send your order from Monday to Friday and on Sunday before 18:00, it will be processed on the same day and sent off in the evening.

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5. How can I place an order?

You can easily order on our website. You can add the wished products in your basket and send the order whenever you want. It is also possible to choose to send your order automatically on determined days. You wish to send us your order via an automated system or another way? Please contact our customer service.

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6. How can I log on this site?

At the top of the website you will find the Log In option. Your log-in information consists of your client number, a 6-digit code. You can change your password on your personal profile in "My Holland Pharma". Did you forget your password? You can ask a new one here.

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7. What is the procedure for returning items?

If your order did not arrive correctly, please contact our customer service department. You will be provided with a “return number” and more information on how to return the items to us. After receiving and processing the returned products, you will receive a credit note. Wrongfully ordered items will not be accepted as returns. You can address your request via mail to verkoop@hollandpharma.nl with the following information specified : name of the company, address, invoice number, name of the products be returned along with the amount per item and the reason for returning the products. Our return system is included in our general terms.

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8. When can I expect my backorders to be delivered?

Normally backorders are automatically added to the next order after the product has been received by Holland Pharma. This service is free of charge. If you would like to receive your backorder before placing your next order, we can send it to you separately at your request. For this service, €4.90 excl. VAT will be charged. This way, you will receive the product quicker! Therefor, please contact our customer serice department via e-mail: verkoop@hollandpharma.nl.

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9. What does the coloured of stock bar mean?

A completely green bar means that there is more than enough stock. As the green bar gets smaller, the stock diminish, but there is still enough to deliver your order.
When the bar becomes orange or yellow, it indicates that there is a limited stock available.
A red bar means that the stock is very limited. When only a small red line is visible, it means that we temporarily have no stock.

By scrolling your mouse over the bar, the information will be displayed.

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10. What do the abbreviations VG, UA, UAD and AV behind a product name mean?

These abbreviations UA, UR, UAD and AV concern the limitations regarding medicine. This mostly concerns the registration of the product.

UA: Can only be sold to pharmacies.
UR: Can only be sold on a prescription basis to pharmacies.
UAD: Can only be sold to pharmacies and drugstores (in the Netherlands).
AV: Product generally available.

You will also find the abbreviation VG, for products only allowed to be sold to clients with licences.

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11. How can I view my invoices?

All your invoices can be found on this website. After logging in, you can view your separate invoices as well as your collective monthly invoices. You can also save and print the invoices. The overview of invoices can be found under “My Holland Pharma”.

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12. I want to receive my invoices on another e-mail address, is it possible?

If you wish to reveive your invoices on an e-mail address different from your general one, you can change it on your company profile on the page "My Holland Pharma".

Go in "My Holland Pharma" and click on "Company Profile". Under Preferences, you can tick that you want to reveive your invoices per e-mail. Fill in below the e-mail address where you wish to receive your invoices on and click on.

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13. How can I recognise products that are unavailable for a longer period?

In our assortment, you will find products for which we have a standard stock. These are products with a high turnover rate. It is possible that these products may not be available for a longer period. In the product information, you will then find a product availability date under "Logistics data". When you see the date 10-10-2028, it means that the delivery time is unknown to us.

At the same time, we also offer you service products. Due to the low turnover rate, we do not keep a standard stock of these products, these are specially ordered for you when you order them.

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14. How do I set up a stock notification?

You can set up a stock notification only for products for which we have a standard stock and which are unavailable for a longer or shorter period. You can recognise these products by the bell icon in your search results. The icon is only visible when you are logged in.

There are two ways to set up the stock notification:

  1. In the assortment overview in your search results:
    Click on the bell icon following the product description. You will directly define the stock notification.
     
  2. When you click on the product via the article code or description for additional information:
    Click on "Send me a stock notification" at the top left corner.

After setting up the stock notification, you will receive a pop-up notification confirming that the notification has been set.

As soon as the product is avaialable again, you will automatically receive an e-mail. This will be sent to the e-mail address linked with the account with which you set up the stock notification.

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15. How can I find an alternative product?

If an item is not in stock and an alternative product is known, you can see this by the round icon with three dots behind the product description. 
When you move the mouse over that icon, the alternative product will appear. If you then click on the product image or description, you will go to the alternative product.

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16. How are expiration dates of products determined?

The expiration date (if applicable) of products is determined when the products are received at the distribution center. The following expiration dates apply when sending the products to the customer:

Product group Minimum expiration date upon receipt in the store
Medicines and Medical Instruments 6 months
Dietary supplements 6 months
General commodities law 6 weeks
Cosmetics 6 months, if provided with dates

If the minimum best-before date is changed by manufacturers, suppliers or laws and regulations, the information in the table above will be adjusted.

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