FAQ's

Orders

• Is it mandatory to register on the site to make purchases?

  No, registration is not required to make purchases. However, registering on our website gives you exclusive benefits:

  • Access to campaigns and special offers: you will receive discount vouchers, offers and news directly to your registered email address.
  • Faster checkout: simply fill in our registration form once. Your details will be pre-filled automatically for future purchases.
  • Order history: you can always check the details of your past purchases.

• What can I buy?
  At Sofarma Online you will find products in dermocosmetics, hygiene, baby care, food supplements, orthopaedics and more. If you need to purchase prescription medicines, please visit one of our physical pharmacies with your valid prescription, where specialist professionals will be happy to assist you.
  For more information, please contact us through our Customer Support area.

• How am I sure they received my order?

  Once your order is completed, a confirmation message will appear with the order number assigned to it. You will also receive an email with your order details.

  
  

  
  
  
  

• Where can I receive my order?
  You can receive your order at your billing address or any other address of your choice.
  Pickup points are also available and can be selected at checkout according to your preference.
  
  
  

• Is it possible to receive the order at an address different from the billing address?

  Yes. When finalising your purchase, proceed as follows:

  • Fill in the delivery address details;
  • By default, the option "Bill to shipping address" is selected. Uncheck this option and fill in your billing address separately.

• Does Sofarma online send an invoice?

  After payment, your invoice will be sent to your registered email address and will also be available in your customer account area.

  
  

• How can I cancel an order?
  If you wish to cancel an order, please do so as soon as possible by emailing info@sofarma.com.
  If your order has already been dispatched, cancellation will not be possible. You will need to wait for delivery and then proceed with a return. For more information on returns, please visit our Cancellations and Returns page.

• What are the shipping costs?
  Shipping costs are calculated automatically. After adding the product(s) to your shopping cart, select your delivery location and the shipping cost will be displayed automatically. For full details, please visit our Shipping Methods page.

• Do you ship to the islands?

  Please consult our Shipping Methods page for information on available destinations and delivery conditions.

  
  

• What if my order arrives damaged?
  We do our best to protect every item we ship.
  If the box is visibly damaged upon delivery, please open the packaging in the presence of the delivery driver. If you discover a damaged product after accepting the delivery, please contact us as soon as possible and send us photographs of the box and the damaged items.

• Can I buy a product that isn't on your website?
  Please get in touch via our Customer Support area and let us know the product and brand you are looking for. We will then get back to you regarding availability, pricing and next steps.

Payments

• Is it safe to make payments through the website? Is my personal data protected?

  Sofarma Online follows a strict privacy policy. Your personal data will not be shared with third parties under any circumstances without your knowledge and consent. The use of https:// protocol ensures the secure transfer of information and data online.

  
  

• What payment methods are available?

Returns

• Can I return a product?
  Please visit our Cancellations and Returns page for the full terms and conditions applicable to product returns.

Contacts

• How can I contact Sofarma Online Customer Support?

  We are available through the following channels:

  • Email: info@sofarma.com
  • Contact form available on the website;
  • Online chat available Monday to Friday 10:30am to 6:00pm;
  • Instagram and Facebook;
  • WhatsApp +351 912 115 779;
  • Phone: +351 227 662 718 (international call to Portuguese landline).