If your product is out of stock or no longer on the market, there are two ways forward. The first costs you no time and often sorts things out the same day.
Ask your pharmacist for an equivalent alternative first
The same product often exists under a different name and at a different price. Your pharmacist can swap it on the spot, without involving us.
Your pharmacy can usually also order a product that is not in stock. So ask how long that would take before you assume it is not available.
Is there nothing equivalent?
Then let us know. Someone from our team will help you and pass your question on to your dermatologist. This also applies when your consultation has already been closed, so you do not need to start a new consultation yourself.
Please state straight away:
which product it concerns
what your pharmacy told you, whether it is temporarily out of stock or no longer on the market
whether you have already started the treatment
the email address of your account and the date of your consultation
With that information we can find your file straight away and you do not have to explain everything again.
Why we do not suggest an alternative ourselves
Swapping one product for another is a medical decision. It depends on your skin, on what you have already tried and on what you are still using.
Our customer service team is not allowed to make that choice, and you would not want them to. What we can do is get your question to your dermatologist quickly.
If the alternative is not available either
Let us know straight away. You do not have to start over. This happens, and it means your dermatologist has to think again, not that you need a new consultation.