FREQUENTLY ASKED QUESTIONS
DO YOU NEED HELP? CONTACT US ON THE PHONE NUMBER +355 OR AGAIN ON EMAIL
How to order
The ordering process is simple. Ordering is done by the site in several steps. Select the desired product, click on the required size and the Buy field. Then click on the My Basket field. Fill in all the required fields and finally click on the Confirm Order field. Instructions for creating an order can be found here
How do I make a product complaint?
You can see more details to make a complaint
I want to place an order but I’m not sure how to do it?
In that case, please contact us on the phone number +355 and we will execute the order for you.
Is it possible to return the ordered products and be refunded?
I made an order unintentionally, can I cancel it?
You can, but you should do so within 30 minutes of placing your order. You can also do this by email returns@thetrailstores.com
I received the ordered product but it is not the right size for me, what should I do?
It is possible to change the size of the ordered product, you can see more details HERE
I forgot my password to access my account. What to do?
You need to click on Login, then on the link Forgot your password? in the new window enter your email which will receive a link to change the password.
What are the customer support working hours?
Working days: 09: 00-20: 00
Saturday: 10: 00-16: 00
What is the minimum order amount?
The minimum order value is 500 LEK
Is delivery possible outside Albania?
At this moment it is not possible to deliver products outside Albania, at the moment when the option will be enabled you will receive a notification.
Which courier service delivers the ordered products?
The courier service TBD (external company that delivers for us) delivers the shipments to the delivery address every working day 08:00 to 20:00, and Saturday from 09:00 to 16:00. More information can be found HERE .
How do I know which day and at what time the ordered products will be delivered to me
The day before delivery you will receive an email to the address you left when creating your order to let you know the day of delivery. On the day of delivery you will receive a confirmation SMS from the courier service informing that on that day you will have a delivery from The Trail Stores. Half an hour before the delivery you will be contacted by the courier to be able to confirm if you are at the specified address.
What days is the delivery made?
Delivery is made every working day 08:00 to 20:00, and Saturday from 09:00 to 16:00
How much do I have to pay for delivery?
Delivery is free for all orders above 50 EUR
What happens if I am not at the specified address at the time of delivery?
In that case the courier will send you a text message so you can arrange another delivery date. If you do not contact the courier he will certainly try to deliver the next day.
Can the ordered products be paid in installments?
The ordered products from the site of www.thetrailstores.com can not be paid in installments.
Can payment be made with an electronic payment card?
You can pay for your online order using Visa, Visa Electron, MasterCard payment cards. The card must be approved by the issuer’s bank for online payment. You can read more details about online payment HERE.
Is the currency converted when paying with a payment card?
All payments must be made in EUR. If it is paid with a payment card in LEK amount during the transaction will be converted at the exchange rate of the National Bank of Albania, ie at the exchange rate of the operators working with the payment card (the Bank