FAQ

You can browse the site and start shopping online without having to register. Registration becomes necessary to complete the purchase and close the order. Registering your personal profile allows you to:

• store your data without having to re-enter them every time you shop (you can change them at any time in the "Profile" section);
• consult your order history;
• save your shopping cart to be able to complete at a later time.

You can register your personal profile through the "Login" section on the home page by entering your personal data.

To avoid any type of abuse and guarantee maximum transparency there is NO priority access to the online shopping service

After logging in with your old email address you can enter your new email address in the "Profile" section.

If you no longer remember your password click on "Recover password" in the "Log in" section and follow the instructions. Within a few minutes you will receive an email containing all the information to enter a new access password.

Yes. You can cancel by calling +355 68 204 0433 active from Monday to Friday from 08.30 to 17.30 or by writing an email to online.conad@conadalbania.al.

Certainly. During registration in the "Profile" section or on the "Shopping Cart" page enter your Conad Member Card number (the one under the barcode) to take advantage of all the promotions reserved for Members.

Yes: during registration you can sign up without entering your Member Card code.

Of course you can request your membership card directly during registration. The physical card will be delivered to you with your first purchase.

All products are associated with an information sheet and are accompanied by a photo. The images and information although faithful may not be perfectly representative of all attributes. We recommend that you always check the information and warnings on the product packaging before proceeding with use or consumption. All products are shown and sold with a price including VAT.

The availability of the products in the assortment is constantly verified and updated. Nonetheless it may happen that at the time of actual preparation of the shopping which occurs at a later time than when the order is sent some products may be unavailable. In this case you will obviously not be charged.

In our assortment there are many products relevant to specific consumption styles for example organic vegetarian vegan lactose-free without added sugars. To speed up your search you can type the name of the product followed by one or more "key" words directly into the "Search for a product" bar (top left of the screen) (for example "gluten-free pasta").

Variable weight products are for example meat cheese fish which are offered in indicative sizes and weights by specifying the price and unit of measurement (Kg) of the relevant packages. The actual weight of the variable weight product purchased is determined only at the time of final preparation of the shopping and may vary up to a maximum of 30% more or less than what is indicatively proposed on the site. For this reason the weight and amount you displayed on the purchase order may differ from the actual weight and amount calculated when the receipt is issued. The exact amount of the expense will be communicated to you via email and then charged to the selected payment method exclusively once the final preparation of the expense has been completed.

The prices of the products offered for sale on the Site must be understood as inclusive of value added tax (VAT). The prices of the products and promotions on the site are calculated at the time of completing the online order based on the products inserted in the Cart. It is therefore not possible to guarantee that the price of one or more items displayed at that moment will remain unchanged until the actual preparation of the shopping and therefore the issuing of the receipt. For example prices may vary because some discounts and/or promotions are valid only for a limited period of time or because there are quantitative limitations on the promotion of a specific item. Furthermore any promotional mechanisms present on the Site may not coincide with those carried out in physical sales points.

You can pay for your shopping online on the site by credit card prepaid card Furthermore you can pay for your shopping online upon delivery in cash and/or using the most common electronic payment methods through the POS provided to the delivery workers.

Yes it is possible.

No it's not possible.

If you pay when confirming the order with a credit card a pre-authorization is required (blocking of the credit limit or availability of the card which does not constitute a charge) of an amount equal to the total of the order displayed in the Cart increased by 5%. This increase is aimed at covering:

• Any price changes resulting from the start or end of discounts or promotions limited in time;
• Any price changes resulting from variable weight products present in the order (for example: meat cheese fish);
• Any changes in costs due to exceeding the purchase limitations for promotional products.

The final prices of the products will be calculated when the shopping is prepared and the final receipt is issued. At the end of the definitive preparation of the expense a debit request is sent for the actual amount of the expense net of the variations specified above and the products found to be unavailable notified via an email which also contains the definitive summary of the products that will actually be delivered to you. The initial pre-authorization commitment is canceled within the technical times established by the Issuer of the selected payment method (usually a maximum of 5 working days).

If you pay when confirming the order with a credit card the difference between the definitive total charged and the total of the order initially displayed during the pre-authorization phase depends on:

• 5% increase foreseen in the pre-authorization request
• Possible unavailability of products at the time of final shopping preparation;
• Any price changes resulting from the start or end of discounts or promotions limited in time;
• Any price variations resulting from the presence of variable weight products in the order (for example: meat cheese fish);
• Any changes in costs due to exceeding the purchase limitations for promotional products.

The prices of the products offered for sale on the Site must be understood as inclusive of value added tax (VAT). The prices of the products and promotions on the site are calculated at the time of completing the online order based on the products inserted in the Cart. It is therefore not possible to guarantee that the price of one or more items displayed at that moment will remain unchanged until the actual preparation of the shopping and therefore the issuing of the receipt. For example prices may vary because some discounts and/or promotions are valid only for a limited period of time or because there are quantitative limitations on the promotion of a specific item. Furthermore any promotional mechanisms present on the Site may not coincide with those carried out in physical sales points.

If you want to receive the invoice click on "I need the invoice" on the "Choice of delivery location" page

Home delivery of online shopping is available in all addresses in the Municipality of Tirana. You can still check if your address is covered by clicking in the cart at the top right of the home page "Select delivery service"

To use the service the minimum spending threshold is 3000 LEK. This spending threshold is to be considered valid net of:

• delivery costs;

In order for the correct products and information to be visible it is important to select the delivery method (home or collection in store) BEFORE carrying out any other operation. You can then add the products to your cart choose the day and time slot and indicate the delivery address. You can take advantage of three home delivery time slots:

• 08:00 - 13:00
• 11:00 - 17:00
• 14:00 - 20:00

Delivery booking can be made within three hours prior to the chosen delivery time. You can change your choices before confirming your purchase order and/or completing your payment if you pay at the time of order confirmation with your purchase credit card. For any anomaly found you can write to online.conad@conadalbania.al

Correct receipt of the purchase order will be confirmed via email and SMS to the address and number you indicated on the "Order Summary" page. Subsequently at the end of the preparation of the ordered shopping which will take place within three hours before the chosen delivery time we will send you an email with the definitive summary of the products that will actually be delivered and the price definitively charged.

You can cancel your order until it appears "To be prepared" in the "Orders" section of the site. Beyond this deadline the order can no longer be cancelled. You can cancel the order within the established times by writing to online.conad@conadalbania.al active from Monday to Friday. It is therefore not possible to request cancellation of the order on Saturdays and Sundays. Any cancellation of the Order will be confirmed to the User via email communication.

No a completed order cannot be modified. You can cancel your order until it appears "To be prepared" in the "Orders" section of the site by writing to online.conad@conadalbania.al active from Monday to Friday.

To speed up the order process to be placed at a later time you can save the products of your shopping in the cart provided that you:

• have registered for the service;
• have accepted cookies;
• have NOT deleted your browser history.

Once this is done when you access the site again you will find your cart in the same state in which you left it except for any unavailability that may arise.

In the "Orders" section you can view your orders and possibly reorder those with the status "delivered" or "cancelled".

Unavailable products will be deducted from the total purchase and highlighted at the bottom of the document you will receive via email. However if during the order phase specifically on the "Delivery order summary" page you gave your consent to receive products with similar characteristics to those not available we will proceed to independently replace the products found to be unavailable at the time the order was prepared. We will select replacement products so that they are as similar as possible albeit of a different brand to the one selected and with a price closer to or lower than those originally selected.

If during the order phase specifically on the "Delivery order summary" page you gave your consent to receive products with similar characteristics to those not available we will proceed to independently replace the products found to be unavailable at the time the order was prepared. We will select replacement products so that they are as similar as possible albeit of a different brand to the one selected and with a price closer to or lower than those originally selected.

The following daily delivery time slots are foreseen:

• 08:00 - 13:00
• 11:00 - 17:00
• 14:00 - 20:00

Delivery booking can take place within two hours prior to the chosen delivery time. You can change your choices before confirming the purchase order and completing the payment.

Of course you can check delivery availability directly on the site's home page at the top right near the search bar. If you see the message "Deliveries sold out" it means that all currently available deliveries have already been booked.

The cost of delivery is additional to the cost of the products and does not contribute to reaching the spending threshold of 3000 LEK. The following price applies for the delivery service: 200 LEK.

The delivery service includes:

• the preparation of the shopping;
• transport with controlled temperature vehicles;

The costs relating to bags containing very fresh products (e.g. biodegradable bags for fruit and vegetables sold loose) and bags containing shopping are excluded from the delivery service.

You can purchase up to a maximum of 27 liters of water

In the event of a failed first delivery you will be contacted by the staff in charge to reschedule the second delivery within the same chosen time slot on the day of delivery. If this is also not successful the goods will definitively return to our warehouses and you will not be refunded the cost of the shopping.

If you notice any discrepancies in the products delivered (for example: items with damaged packaging products expired on the delivery date items missing from the receipt) you can contact Customer Service by sending an email - specifying the order number and attaching for example a photo of the damaged item – at online.conad@conadalbania.al or using the form in the Contacts section.

At the end of each day the 3 delivery slots for a new day are automatically made available. In addition to this the system is constantly updated in order to make new bookings available resulting from the elimination of any unsuccessful orders.