Home Refunds, cancellations & returns How do I request to return a damaged or unwanted item?

How do I request to return a damaged or unwanted item?

Last updated on May 07, 2026

How do I request to return a damaged or unwanted item?

All return, exchange, and damage requests now start from your order tracking link.

To begin, 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, then submit. HQ will review your request and reply with next steps.

Please do not bring items to our warehouses without first receiving HQ approval — unauthorised returns cannot be accepted.

UNWANTED & UNOPENED ITEMS

Maltashopper offers refunds and exchanges within 90 days of delivery or collection. Items must be returned in their original condition, with all tags and packaging intact. Used, dirty, or opened items are not eligible.

For IKEA items: the item must still be in IKEA's current product range at the time of return. If IKEA has discontinued the item, we are unable to accept it for return.

Refunds will be processed back to the original payment method within 5 working days of receiving the returned item.

INCORRECT ITEMS DELIVERED

If you receive an incorrect item, submit a request via your tracking link as soon as possible. You can upload photos to help us understand the issue. We'll review the situation and resolve it as quickly as possible.

GOODS FOUND DAMAGED WITHIN 48 HOURS OF DELIVERY

If you receive a damaged item, submit a request via your tracking link within 48 hours of delivery, including photos. We'll review and may offer a replacement, discount, or store credit.

Glass and fragile items must be inspected and refused at the point of collection or delivery if damaged. We cannot accept damage claims for glass items after they have been accepted or signed for.

IMPORTANT — INSPECT BEFORE ASSEMBLY

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 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 (scratches, chips, dents, wrong colour, surface marks) that should have been spotted before assembly
  • Missing parts that would have been visible during the pre-assembly inspection
  • Damage caused during assembly by incorrect handling, tool misuse, or deviation from the instructions

This is because we cannot determine whether the damage was present on delivery or occurred during assembly, and an assembled item cannot be returned in original 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.

AFTER HQ APPROVAL — DROP-OFF LOCATIONS

Once your request has been approved, you'll be told where to bring the item:

📍 IKEA, Bricocenter, White Stone products → Mqabba Warehouse

📍 CASA → Santa Venera Offices

If you cannot transport the item yourself, we offer a paid collection service for €50, payable in advance.