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

All return, exchange, and damage requests 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. In-policy unwanted-goods returns are approved automatically. Other requests are reviewed by HQ, who reply with next steps.

If you tell us by email or WhatsApp that you want to return something, that also counts as your cancellation notice and we will send you the link to complete it. The day you tell us is the day that counts.

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

UNWANTED ITEMS: WITHIN 14 DAYS OF DELIVERY (your legal right, all EU consumers including Malta)

You can return any item for any reason within 14 days of receiving it, even if you opened the box. You may unpack and check the item as you would in a shop. If you used, assembled or marked it beyond that, we may deduct the lost value, but we still take it back. Special order items are returnable in this window. Not covered: made-to-measure or personalised items, fabric by the metre, food, live plants, gift cards, and sealed hygiene items (mattresses, pillows, duvets) once unsealed.

You then have 14 days from telling us to bring the item back. Refunds are processed back to the original payment method within 5 working days of receiving the returned item (cash and bank-deposit orders by bank transfer or, if you prefer, store credit). If you return your whole order, the standard delivery fee is refunded too.

UNWANTED & UNOPENED ITEMS: DAY 15 TO DAY 90 (our goodwill, Malta and Gozo)

Maltashopper offers returns for store credit up to 90 days after delivery or collection. Items must be in their original condition, unopened, with all tags and packaging intact. Used, dirty, or opened items are not eligible in this window. Special order items (Piacenza IKEA, Bricocenter, Tecnomat, toys, items over 30 kg) are excluded.

For IKEA items: the item must still be in IKEA's current product range and available at IKEA Catania at the time of return.

Refunds in this window are issued as store credit, valid for 12 months, 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. We collect the wrong item at no cost to you.

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, so that we can claim from the carrier. We'll review and may offer a replacement, repair, discount, refund or store credit.

Glass, porcelain, ceramic and other fragile items must be checked at delivery or pickup. Any visible damage (cracks, chips, breaks) 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 reported after they have been accepted or signed for. Hidden manufacturing defects remain covered by your two-year legal guarantee.

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 APPROVAL: DROP-OFF LOCATIONS

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

📍 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.