Shipping & Delivery Policy

Apoteca.al
NIPT / NUIS: M61829018H
Orders contact: [email protected]
Phone: +355 69 470 2775

Last updated: 6 July 2026

1. About this Policy

This Shipping & Delivery Policy explains where we deliver, estimated delivery times, delivery charges, courier handling, cash-on-delivery rules, failed delivery, in-store collection where available, and what to do if there is a delivery problem.

This Policy applies to purchases made from Apoteca.al through our website, online store, mobile applications, customer support channels and other distance-selling channels operated by Apoteca.

This Policy forms part of our Terms & Conditions and should be read together with our Returns, Refunds & Cancellation Policy and Privacy Policy.

Nothing in this Policy limits your mandatory rights under Albanian consumer-protection law.

2. Where we deliver

We deliver to addresses within Albania, subject to courier coverage, operational availability and any restrictions displayed at checkout.

Some areas may have limited service, longer delivery times, additional delivery charges or no delivery availability. If we cannot deliver to your address, we may contact you to agree another delivery option or cancel the order and refund any payment already taken.

Delivery to certain addresses may be refused or require prepayment where there is a history of failed delivery, repeated refusal, incomplete contact details, suspected fraud, courier restrictions or operational risk.

We do not guarantee delivery to unsupported, incomplete, inaccessible or unverifiable addresses.

3. Delivery options and timeframes

Available delivery options and estimated delivery times are shown at checkout where applicable.

Unless stated otherwise at checkout, orders are typically delivered within 1–3 business days after dispatch, depending on location, courier capacity, stock availability, payment verification, public holidays, weather, traffic, peak periods and other operational factors.

“Business days” means Monday to Friday, excluding official public holidays in Albania.

Delivery timeframes are estimates, not guaranteed delivery deadlines, unless we expressly state that a specific delivery option is guaranteed.

If an item is out of stock, on backorder or delayed, we may contact you with the expected timeframe, offer a substitute where appropriate, split the order, or cancel and refund the affected item.

4. Express or scheduled delivery

Express, scheduled or faster delivery may be offered only where displayed at checkout or expressly confirmed by Apoteca.

These options may be limited by:

city or delivery area;
order time;
stock location;
courier availability;
payment method;
product type;
order value;
public holidays or peak periods.

If an express, scheduled or faster delivery option becomes unavailable after you place the order, we will contact you where appropriate. If you paid an additional fee for a faster delivery option that we cannot provide, we will refund that additional delivery fee where required.

Unless expressly shown at checkout or confirmed by Apoteca, delivery timeframes are estimates and should not be treated as guaranteed delivery deadlines.

5. Delivery charges

Delivery charges are shown at checkout before you place the order.

Delivery fees may depend on:

delivery location;
order value;
delivery method;
courier service;
order weight or volume;
cash-on-delivery availability;
promotional offers or free-delivery thresholds.

Free delivery may be offered for orders above a threshold set by Apoteca. Free-delivery thresholds, promotional delivery offers and delivery fees may change from time to time.

If part of an order is cancelled, returned or refunded, this may affect whether the order qualified for free delivery or a delivery promotion, subject to our Returns, Refunds & Cancellation Policy and applicable law.

6. Couriers and tracking

We use courier and delivery partners to deliver orders.

Where tracking is available, we may provide a tracking code, courier link, order-status update or delivery notification through your account, email, SMS, WhatsApp, phone call, push notification or another available channel.

Tracking information may not update in real time and may depend on the courier’s systems. Courier delays, scanning delays or tracking errors do not necessarily mean the order is lost.

The courier may contact you using the phone number or delivery details you provided.

7. Your delivery information

You are responsible for providing accurate and complete delivery information, including:

full name;
phone number;
full delivery address;
apartment, floor, entrance or building details where relevant;
city and area;
delivery instructions, where needed.

If your delivery details are incorrect, incomplete, outdated, unreachable or unverifiable, delivery may be delayed, fail or be cancelled.

If you notice an error in your delivery details, contact us as soon as possible. We will try to update the address where possible, but changes are not guaranteed once the order has been packed, dispatched, handed to the courier or processed for delivery.

We are not responsible for failed or delayed delivery caused by incorrect, incomplete or outdated information provided by you.

8. Receiving your order

You, or a person authorized by you, must be available to receive the order at the delivery address.

Delivery may be made to:

you;
a person at the delivery address who appears authorized to receive the order;
a reception, security desk, workplace desk, building administrator or similar person, where this is reasonable for the address;
another person or location you authorize through delivery instructions or communication with us or the courier.

Once the order is delivered to you or to a person/location authorized by you, risk in the products passes to you.

Ownership of the products passes only after we have received full payment.

You should check the delivery as soon as possible after receiving it and notify us promptly if anything is damaged, missing, incorrect or suspicious.

9. Cash on delivery

Cash on delivery may be available for certain orders, areas and customers.

Where cash on delivery is offered, you must pay the full order amount to the courier on delivery, unless another arrangement is expressly confirmed by Apoteca.

Please prepare the exact amount where possible. Couriers may not always be able to provide change.

Cash on delivery may be refused, restricted or removed for:

high-value orders;
repeated failed deliveries;
repeated refusal of delivery;
unreachable phone numbers;
incomplete or suspicious addresses;
suspected fraud or abuse;
previous unpaid delivery or return costs;
operational or courier restrictions.

We may require prepayment for future orders if cash-on-delivery orders are repeatedly refused, not collected, unpaid or abused.

10. Failed delivery and re-delivery

Delivery may fail if:

no one is available to receive the order;
the phone number is unreachable;
the address is incorrect, incomplete or inaccessible;
the recipient refuses the order;
the courier cannot safely access the location;
cash-on-delivery payment is not made;
delivery is prevented by weather, traffic, restrictions or other circumstances outside our control.

Where delivery fails, the courier may attempt re-delivery, contact you, hold the parcel for a limited period or return it to us.

If delivery fails for reasons not caused by Apoteca, we may:

cancel the order;
require you to pay a new delivery fee for re-delivery;
deduct reasonable delivery and return costs from any refund where permitted by law;
restrict future cash-on-delivery orders;
require prepayment for future orders;
suspend or close your account where there is repeated misuse or abuse.

This does not limit your mandatory consumer rights.

11. Refused delivery

If you refuse delivery without a valid legal reason, we may treat the order as failed delivery or cancellation after dispatch.

Where permitted by law, we may deduct reasonable delivery, return, handling or courier costs from any refund, especially for cash-on-delivery orders, repeated refusals or orders already dispatched.

Repeated refusal of delivery may affect your ability to use cash on delivery or place future orders.

If you refuse delivery because the parcel is visibly damaged, opened, wet, crushed, tampered with or suspicious, please notify us as soon as possible and provide any available evidence.

12. Partial shipments and split orders

We may deliver an order in separate shipments where products are dispatched from different locations, available at different times, delayed, backordered or operationally easier to fulfil separately.

If we split an order, we will not charge additional delivery fees unless this is clearly stated or agreed.

If only part of your order is delayed or unavailable, we may deliver the available products first and contact you about the remaining products.

Your cancellation, withdrawal and return rights apply according to the Returns, Refunds & Cancellation Policy and applicable law.

13. Delivery delays

We will make reasonable efforts to deliver within the estimated timeframe, but delays may happen.

Delivery may be delayed due to:

courier workload;
stock or supplier delays;
payment verification;
incomplete delivery information;
failed contact attempts;
public holidays;
peak periods;
weather;
traffic;
technical issues;
security checks;
events outside our control.

If a significant delay occurs, we may contact you with an update, offer a new estimated timeframe, offer cancellation where appropriate, or refund unavailable products where required.

We are not responsible for delay caused by couriers, incorrect customer information, payment providers, weather, public holidays, force majeure or events outside our reasonable control, except where liability cannot be excluded under applicable law.

14. Lost orders

If you believe your order is lost, contact us at [email protected] or +355 69 470 2775.

We may need to investigate with the courier before confirming a replacement or refund.

During the investigation, we may ask you to confirm delivery details, check with household members, workplace reception, building administration or any authorized recipient.

If the courier confirms the order was lost before delivery, we will offer an appropriate solution, such as replacement, re-delivery, refund or another remedy required by law.

If the courier confirms delivery to the address, recipient or authorized location provided, we may need further evidence before treating the order as lost.

15. Damaged parcels or products

If the parcel appears damaged, opened, wet, crushed, tampered with or otherwise suspicious on delivery, you should, where possible:

take photos before opening;
keep the delivery packaging;
note the issue with the courier;
refuse delivery if the parcel appears seriously damaged or unsafe;
contact us as soon as possible.

If you discover damage after opening the parcel, contact us as soon as possible and keep the product, packaging, labels, batch number, expiry date and delivery packaging.

Please notify us preferably within 48 hours for visible delivery damage, missing items, wrong items or damaged packaging. This helps us investigate with the courier or supplier.

Failure to notify us within 48 hours does not automatically remove mandatory consumer rights, but delay may make it harder to verify the issue or claim against the courier or supplier.

Damaged, faulty, incorrect, expired, unsafe or non-conforming products are handled under our Returns, Refunds & Cancellation Policy.

16. Product safety during delivery

Some products may be sensitive to heat, cold, moisture, impact or storage conditions.

We take reasonable steps to pack products appropriately, but you should collect and store products promptly after delivery.

Do not leave products exposed to heat, direct sunlight, moisture, freezing temperatures or unsafe conditions after delivery.

We are not responsible for product deterioration caused by storage, delay, exposure, mishandling or damage after successful delivery to you or to a person/location authorized by you.

17. In-store collection

In-store collection, click-and-collect or pickup from our physical boutique may be offered where displayed on the Platform or expressly confirmed by Apoteca.

If in-store collection is available:

you may need to wait for a “ready for collection” confirmation before visiting;
you may be asked to show order confirmation, identification or payment confirmation;
orders may be held for a limited period;
if you do not collect within the stated period, we may cancel the order, return products to stock or refund you according to applicable law and our policies;
cash-on-collection may not be available for all orders.

The 14-day distance-selling withdrawal right may still apply to eligible online orders collected in store, depending on how the contract was concluded and applicable law.

Purchases made directly in the physical boutique are treated as in-store purchases and do not automatically qualify for the distance-selling withdrawal right.

18. Changes to delivery options

We may change delivery partners, delivery areas, delivery fees, free-delivery thresholds, delivery methods, delivery estimates, cash-on-delivery availability or in-store collection options from time to time.

The delivery options and charges shown at checkout at the time you place the order apply to that order, unless there is a genuine error or operational issue that prevents fulfilment.

19. Contact

For delivery questions or problems, contact:

Apoteca.al
NIPT / NUIS: M61829018H
Orders contact: [email protected]
Phone: +355 69 470 2775