Returns FAQ

Can I return or exchange an item?

Yes. There are two return windows for unwanted items:

• Within 14 days of delivery (your legal right, all EU consumers including Malta): you can return any item for any reason, even if you opened the box. You may unpack and check it as you would in a shop. If you used or assembled it beyond that, we may deduct the lost value, but we still take it back. Refund to your original payment method. If your order arrived in more than one delivery, the 14 days start from the last delivery.

• From day 15 to day 90 (our goodwill, Malta and Gozo only): the item must be 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 range and available at IKEA Catania. Special order items (Piacenza IKEA, Bricocenter, Tecnomat, toys, items over 30 kg) are excluded. Refund as store credit.

Damaged or faulty items should be reported within 48 hours of collection or delivery so that we can claim from the carrier. Glass, porcelain, ceramic and other fragile items must be checked at delivery or pickup: any visible damage must be pointed out to the driver or warehouse staff at that moment and the damaged item refused. We cannot accept claims for visible damage to fragile items after they have been accepted or signed for. Your two-year legal guarantee against hidden manufacturing defects is not affected.

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. In-policy unwanted-goods returns are approved automatically. Other requests are reviewed by HQ, who reply with next steps, which may include a replacement, repair, discount, refund, or store credit.

Telling us by email or WhatsApp also counts as your cancellation notice. The day you tell us is the day that counts for the 14-day right. We will then send you the tracking link to complete the request.

Please wait for the approval email before bringing items in, so the warehouse is expecting them.

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

📍 IKEA, Bricocenter, Tecnomat, White Stone products → Mqabba Warehouse

📍 CASA and Maisons du Monde → Santa Venera Offices

You cover the cost of bringing the item in. 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.

How long do I have to bring the item back?

14 days from the day you tell us you want to return it.

Do I get my delivery fee back?

If you return your whole order within the 14-day legal window, yes, the standard delivery fee is refunded. If you keep part of the order, or return under the 90-day goodwill window, delivery fees are not refunded.

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, repair, discount, refund or store credit. If we sent you the wrong item, we collect it at no cost to you.

If you simply change your mind, you may return it within 14 days of delivery for a refund to your original payment method (any EU consumer, including Malta), or within 90 days as store credit if your delivery address is in Malta and the item is unopened, unused, undamaged, and in its original packaging with all labels attached (and, for IKEA items, still available at IKEA Catania).

Can I exchange for a different size or colour?

Exchanges are a goodwill service. From your tracking page you can ask for a like-for-like replacement of the same item. For a different size, colour or model, return the item and place a new order, or ask our team to set up a direct exchange.

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 14-day and 90-day windows, 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.