Returns FAQ

Can I return or exchange an item?

Yes, you can return your item, provided it meets our return criteria:

• If your delivery address is in Malta, you may return the item within 90 days of receiving it, as long as it is unopened, unused, undamaged, and in its original packaging with all tags and labels attached. For IKEA items, the item must still be in IKEA's current product range.

• If your delivery address is in another EU country, you have 14 days from the date of receipt to return it, under the same conditions.

Damaged or faulty items must be reported within 48 hours of collection or delivery to be eligible for a return or replacement. Glass and fragile items must be inspected and refused at the point of collection or delivery if damaged — we cannot accept claims for glass items after they have been accepted or signed for.

You will not be charged any additional fees beyond those initially communicated to you.

How do I return an item?

To start a return, open your order tracking link from your tracking link email and tap Start request in the Returns & Exchanges section. Fill in your order number, email, and phone number, and submit. HQ will review your request and reply with next steps — which may include a replacement, discount, refund, or store credit.

Please do not bring items to our warehouses without first submitting a request and receiving HQ approval. Unauthorised returns cannot be accepted.

Once your return is approved, drop-off locations depend on the vendor:

📍 IKEA, Bricocenter, White Stone products → Mqabba Warehouse

📍 CASA → Santa Venera Offices

You will not be required to pay any additional charges beyond those initially communicated to you. If you cannot transport the item yourself, we offer a paid collection service for €50, payable in advance — you can request this when submitting your return.

Do you accept returns after the return window or for items not purchased from Maltashopper?

No, we do not accept returns in these cases.

My order has arrived, but it's not as I expected. What can I do?

If your order arrives damaged or faulty, submit a request via your tracking link → Start request within 48 hours of delivery. You can upload photos as part of the request. We'll review the situation and may offer a replacement, discount, or store credit.

If you simply change your mind about a product, you may return it within 90 days if your delivery address is in Malta (subject to the IKEA still-in-range rule for IKEA items), or within 14 days if your delivery address is in another EU country. The item must be unopened, unused, undamaged, and in its original packaging with all labels attached.

Can I return a mattress?

Mattresses are sealed for hygiene reasons. Whether a return is possible depends on the condition:

• Sealed and unopened — yes, returnable within the standard return window, subject to the usual conditions.
• Unsealed but unused — assessed on a case-by-case basis. A return may be possible but the refund may be reduced to reflect the loss in resale value, as the mattress can no longer be sold as new.
• Used (slept on or soiled) — no. Once a mattress has been used, it cannot be returned for hygiene reasons under Article 16(e) of Directive 2011/83/EU and the Maltese Consumer Affairs Act.

The same applies to other sealed hygiene-sensitive goods such as pillows, duvets, and mattress protectors once unsealed.

If a mattress has a genuine manufacturing defect, this is handled separately under the two-year statutory guarantee. Submit a Start request via your tracking link with photos, and HQ will review.

What if I notice damage only after I've started assembling the item?

Flat-pack and self-assembly furniture must be inspected in its original packaging before assembly begins. If you spot damage, missing parts, or anything that doesn't match your order, do not start assembly — submit a Start request via your tracking link straight away with photos.

Once an item has been partially or fully assembled, we are unable to offer a free replacement or full refund for visible damage that should have been spotted before assembly, missing parts that would have been visible at unboxing, or damage caused during assembly. We cannot determine whether the damage was present on delivery or occurred during assembly, and an assembled item is not in returnable condition.

Your statutory rights are not affected. Under EU Directive 2019/771, the two-year legal guarantee against hidden manufacturing defects continues to apply regardless of assembly. If a manufacturing defect becomes apparent during normal use within two years of delivery, submit a Start request and HQ will review under the statutory guarantee path.