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Q&A

Customer profile

How do I register on Apolónia?
To register you should click on "Login/Register" in the top right corner of the homepage and select "Create account". Fill out the fields in the application form and complete your registration.
Do I need to have an account to be able to shop?
To be able to shop for items on the Apolónia online store you need to register and select your delivery area. To register on the website just click on the Login/Register icon in the top right corner of the homepage. You should then select New Registration and fill out your personal details, in addition to the intended billing address. Before concluding the registration you will have to agree to Apolónia's Data Policies and Sales Policies. If you would like to receive our Newsletter, select the option and click on save and continue. To create a new account click here.
I've forgotten my password, what should I do?
You should click on "Login/Register" in the top right corner of the homepage and select "Forgotten your password?". Enter your email and you will be sent a link to reset your password.
Can I register as a company?
You can register as a company on the Apolónia website. To do so just create a new account here and put in the name of your company and its details, in particular its VAT number.
Why haven't I received a registration confirmation email?
If you haven't received a registration confirmation email in your inbox, check your spam folder.
Can I add several delivery addresses?
You can add several delivery addresses. To do so, enter "My Account", select "Delivery Addresses" and add a new address.
Does Apolónia have a data protection policy?
Apolónia respects the privacy of its customers and suppliers. This Privacy Policy describes who we are, for what purposes we may use your data, how we process the data, who we share them with, how long we keep them, in addition to ways in which to contact us and to exercise your rights. You can find out more about our privacy policy here.
Can I save items I like to buy later on?
To save the products you like most you should first create a favourites list in the "My Account" area. You will then be able to browse the website and select your favourite products clicking on the heart-shaped icon and selecting the list to which you wish to add it.
How can I delete my Apolónia account?
To permanently delete you account you should contact us using the form available on our website.

Products

Are the products on the website the same as the ones in the physical stores?
We strive, on the Apolónia supermarket website, to ensure the availabilty of every product for customers. There may exist some differences in comparison to the physical stores however. If a particular product is no longer in stock, the customer will be informed as such and advised of an alternative. You can also choose to have the amount in question refunded. If you would like to suggest a product that is not available in the online store click here
What happens if I order a product which is then unavailable on delivery?
In the event a product you have ordered is out of stock, we will try to replace it with an alternative if you have indicated as such. If no replacement is available we will update the total amount of the order and refund the difference.
Where can I find information on the products?
To find information on a particular product just click on its image to view its description, ingredients and any additional information appearing on the product's page.
You can also use the search bar at the top of every page and write the name or brand of the product you want.
We recommend that before you eat a food product, you should carefully read the list of ingredients, nutritional information, recommendations for use, preparation and storage, in addition to other information provided by the supplier appearing on the product's label. 
Do prices on Apolónia include taxes and duties?
Product prices on Apolónia include all taxes currently in force in Portugal and are valid solely for the Apolónia website and for the day they are shown. Product prices and specifications are subject to change without prior notification. For reasons of product weight variation and product replacement, the order amount may vary +3% and -3%, provided it is validated by the customer.
The product I want is out of stock. Will it come back?
At Apolónia we will always try to bring all products to you. That way you can select that you want to be emailed as soon as the product comes into stock again. If you do not find the product you want on the website, you can contact us using the form available on the contacts page.
Shipments outside the delivery zones are made via carrier, and have an additional cost that varies depending on the weight of the order.
Can I buy alcoholic drinks on the Apolónia website?
Any and all alcoholic drinks available to buy on the Apolónia can only be purchased by people aged 18 and over (Decree-Law no. 106/2015).
How can I create my shopping list?
To create a shopping list you should enter the "My Account" area and then click on the "Favourites Lists" tab. You'll then be able to create a new list and subsequently browse the website and choose your favourite items by clicking on the heart-shaped icon and selecting the list to which you want them added.
What is the meaning of the symbols appearing next to the products?

  Organic
  P.O.D (Protected Designation of Origin)
  Ecological
  Halal
  Kosher
  Gluten Free
  Lactose Free
  Vegan
  Vegetarian
How can I make a product suggestion on Apolónia?
If you would like to suggest a product to us you can do so using the form appearing on the contacts page, selecting "Product suggestion" in the subject drop down.

Shipping and Deliveries

What kind of deliveries are available?
Once you've completed an online purchase on our website, you will be able to choose if you want it to be delivered to your address or if you prefer to collect it from the store.
Can I book a specific time slot for my order to be delivered?
When completing your shopping online, you will be able to schedule your home delivery or in-store collection, selecting the day and time you would like.
When are delivery slots available?
If you place your order prior to 7.00pm, you will be able to receive it within a minimum of 24 hours, subject to availability. The delivery can be scheduled within a time period of up to 7 days. If you would like a date and time slot different to that indicated, you should contact our support team using the form appearing on the contacts page.
To which areas can deliveries be made?
You can check all delivery zones Here.
How early can I schedule a delivery?
If you place your order prior to 7.00pm, you will be able to receive it within a minimum of 24 hours, subject to availability. The delivery can be scheduled within a time period of up to 7 days. If you would like a date and time slot different to that indicated, you should contact our support team using the form appearing on the contacts page.
How much does it cost to deliver my shopping?
For deliveries in the Algarve to areas covered by our delivery fleet, the minimum order amount is €75. For orders of €75 and over, customers must pay a delivery fee of €6. For orders of €125 and over, delivery is free of charge.
Where can I receive my order?
You will be able to receive your order at the address you want, as long as covered by the delivery area, or you can also collect it from the store of your choice.
Do I need any documents to be able to accept my delivery?
Our employee may request some ID or order confirmation documentation from you.
Can someone else accept my delivery on my behalf?
Yes, but the employee may request some ID or order confirmation documentation from them.
What happens if I miss the delivery?
In the event that no one is available to accept the delivery, we will contact you. In the event that we are unable to contact you, your order will be rescheduled. To arrange a new time for your order to be delivered, please contact us here.
What can I do if I've received a wrong or faulty product?
If you notice a mistake when accepting the delivery, our employee will be able to take back the item and update the order amount if paying on delivery by debit/credit card. If the order has been paid on the website, the amount in question will be refunded within 7 days. In the event you only notice the mistake after your shopping has been delivered, you can return the product to one of our stores within 15 days.
Can I change the delivery address?
On entering checkout at the end of your shopping you will be able to select the "Deliver to a new address" option. If you have already completed your order, you should contact us using the form or the telephone number appearing on the contacts page.

Payments and Billing

What payment methods are accepted?
You can pay for your order on the website by credit card, Visa or MasterCard or MBWAY. Or you can pay on delivery using your debit/credit card.
Can I pay for my order when it is delivered?
When you complete your order, you will be able to select payment on delivery, using debit/credit card.
Is it safe to shop on the Apolónia website?
It is safe to shop online on the Apolónia website. The entire payment method selection procedure and the entering of details inherent to processing the payment of the order is duly protected. The information is encrypted and managed with the most advanced security tools, and can only be accessed by Apolónia.
How is the payment and order confirmation processed?
For payments made online via the Unicre network, the respective amount will be debited from the customer's bank account on the day the order is shipped to the customer, and the final amount is shown on the invoice delivered by our employee. When it comes to payments made on delivery through debit/credit card payment, the final amount will also be shown on the invoice delivered by our employee.
Is the amount shown the exact value I will pay?
The prices shown, unless in the event of typos, publishing error or lack of stock, include VAT and are valid for the website and the day on which they appear only. Product prices and specifications are subject to change without prior notification. For reasons of product weight variation and product replacement, the order amount may vary +3% and -3%, provided it is validated by the customer. 
For payments made online via the Unicre network, the respective amount will be debited from the customer's bank account on the day the order is shipped to the customer, and the final amount is shown on the invoice delivered by our employee. When it comes to payments made on delivery (through debit/credit card payment), the final amount will also be shown on the invoice delivered by our employee.
Is any additional fee charged for foreign cards?
We do not charge any additional fee for orders paid with foreign cards. 
Can I change the taxpayer number (NIF) on my invoice? 
If you want to change the NIF number you can do so in the "My Account" area in the "Personal Information" tab". If you have already completed your order, you should contact us using the form or telephone number appearing on the contacts page.
Can I cancel or change an order?
You can make changes to or cancel your order as long as is not being prepared yet. To do so, you should contact us using the form or telephone number appearing on the contacts page.
How do get my order invoice?
The invoice will be delivered with your order.

Replacements and Refunds

How are product replacements made?
Every product appearing on the website is subject to stock availability at the time at which the product is picked for packing at the respective store. The missing products will not be invoiced. You can indicate in your shopping preferences if you would like out-of-stock products to be replaced with similar products. In the event of replacement, the price invoiced will not be that of the product originally ordered, but rather the price of the replacement product. 
In the event that we go ahead with the replacement of a product that is no longer in stock, we will choose a similar product to the one that was intended, ensuring the same quality and similar pricing. We may have to contact you to inform you about this replacement.
Can I return products?
Apolónia sees the quality of its products and services as its number one priority. If, however, you are not satisfied with a given product, whether it is faulty or not, you will be able to return it to our employee on delivery. You will also be able to return the product at one of our stores within a maximum of 15 days. After checking the condition of the product, we will immediately refund the amount in the form of a credit note. For a returned product to be accepted it must be returned in the condition in which it was purchased, including its original packaging.
How will a returned item be refunded?
If you made the payment online, the amount paid will be refunded to the same card within a maximum of 7 days. If you chose to pay with debit/credit card on delivery, we will carry out the refund immediately when the order is delivered.
Can I exchange a product?
To exchange a product you should return it and make a new order. Apolónia sees the quality of its products and services as its number one priority. If, however, you are not satisfied with a given product, whether it is faulty or not, you will be able to return it to our employee on delivery or at any Apolónia store.
I was delivered the wrong product / a faulty product. What should I do?
If when you get your order you find a faulty or incorrect product, you will be able to return it immediately to our driver or at any Apolónia store. Alternatively, you will be able to contact us using the form or telephone number available on the contacts page.
How can I make a complaint?
There is a complaints book at your disposal in our stores and at our company headquarters (Av. 5 de Outubro n.º 271; 8135-853 Almancil). You can also let us know your thoughts using the form or telephone number appearing on the contacts page.

Services

How can I contact Apolónia Online?
You can contact us using the form or the telephone number appearing on the contacts page.
How long does it take to receive a reply?
We undertake to reply to your questions within a maximum of 48 hours. 
Can I make a suggestion to Apolónia?
There is a suggestions book available in our stores or at our company headquarters (Av. 5 de Outubro n.º 271; 8135-853 Almancil). You can also send us your suggestions using the form or the telephone number appearing on the contacts page.
How can I sell products at Apolónia?
If you would like to sell your products at Apolónia you can contact us using the form appearing on the contacts page.