Frequently asked questions

If the order hasn't shipped yet, contact us as soon as possible via the Contact page or by phone, with your order number: we'll do our best to change it before it ships.

Yes, as long as it hasn't shipped: contact us with your order number. If it has already shipped, you can return the product within 14 days of receipt, in line with our returns policy.

When your parcel ships, we email you the tracking number. If you have an account, you'll also find the status and tracking number under “My orders”.

The cost depends on the delivery option and is shown at checkout, before you pay. You'll find the current rates on the Shipping & delivery page.

Anywhere in Albania, to your home or office: standard delivery arrives within 3–5 business days, express within 1–2 business days. For deliveries outside Albania, please contact us before ordering.

Online orders are currently delivered by courier only. If you need the product right away, you can buy it directly in one of our stores.

Online, you pay by Visa or Mastercard through the secure POK payment platform. In our stores you can pay in cash, by card, by bank transfer or in instalments.

Yes. You enter your card details on POK's secure page over an encrypted connection: we never see or store them.

Yes, in our stores, through our partner banks; terms and approval depend on the bank. Online, payment is currently by card only.

Yes, all prices shown include VAT (TVSH).

14 calendar days from the date of receipt. The product must be unused, in its original packaging, with all accessories and the purchase invoice.

Contact us via the Contact page or by phone with your order number, or bring the product to one of our stores with the purchase invoice. We'll guide you through the next steps.

Within 5–10 business days of us receiving and inspecting the product, to the payment method you used.

All products have the 2-year legal guarantee from the date of purchase, plus the official manufacturer's warranty; some premium products are covered for up to 5 years. The exact duration is shown on the product page, the invoice or the warranty certificate.

Bring the product to one of our stores or contact us, with the invoice or fiscal receipt and the warranty certificate, if there is one. Diagnosis of products under warranty is free of charge.

Yes, for some product categories: air conditioner installation, built-in appliance fitting, washing machine and dishwasher connection, and wall-mounting of TVs. Ask in store or contact us for availability and cost.

We have 22 stores across Albania. You'll find addresses, phone numbers and directions on our Stores page.

Our stores are open every day, Monday to Sunday, from 09:00 to 21:00.

You can see products up close and get advice from our staff, pay in cash, by card, by bank transfer or in instalments, and bring in products for a return or for warranty service.

No, you can also buy as a guest. With an account, though, it's easier to track your orders and check out faster next time.

Click “Forgot password?” on the sign-in page: we'll email you instructions to reset it.

Write to us via the Contact page from your account's email address: we'll delete your account and personal data in accordance with Law no. 124/2024 “On personal data protection”, except for data we are legally required to keep, such as invoices.