Order Changes, Cancellations & Returns

Everything you need to know about changing, cancelling, or returning a Maltashopper order, including your legal 14-day right to cancel and our extended 90-day goodwill returns.

Can I Change My Order After Placing It?#

Once an order is placed and paid for, we're unable to edit the items, quantities, or variants on it directly, as we begin processing orders promptly. You do, however, have a couple of self-service options:

• Want to add items? Please place a new, separate order for the additional items.
• Want to remove an item? If the item hasn't been collected or delivered yet, you can remove it yourself for store credit, straight from your order tracking link. The item's value (minus any discount that applied to it) is added to your store credit instantly. See Remove an item from your order for store credit. If you would rather have the money back on your card or by bank transfer, email us instead; as an EU consumer that is your right.
• Want a different item (swap)? Remove the unwanted item for store credit, then place a new order for the one you want and pay with your store credit. See Replace or swap an item on your order.
• Need help with something else? Contact our customer care team at sales@maltashopper.com as soon as possible.

Can I Cancel My Order?#

Yes, if you are an EU consumer (including Malta). You can cancel any item, for any reason, at any time up to 14 days after you receive it. This is your statutory right of withdrawal under EU consumer law.

• Before delivery: use the Cancel option on your order tracking page (available on paid orders that have not been collected or delivered), or email sales@maltashopper.com. The refund goes back to your original payment method. Cash and bank-deposit orders are refunded by bank transfer or, if you prefer, as store credit.
• After delivery: once items have been collected or delivered, cancellation is done through a return. See below.

Custom or made-to-measure items (such as kitchen worktops, bespoke wardrobes, or anything designed and ordered specifically for you) cannot be cancelled or returned. They are exempt from the 14-day right under EU law.

Business customers and non-EU residents are not covered by the 14-day right; see the Return & Refund Policy.

Returning Unwanted Items: Two Windows#

Days 1 to 14 after delivery (your legal right, all EU consumers including Malta)

• Any item, any reason, even if you opened the box. You may unpack and check the item as you would in a shop.
• If the item was used, assembled or marked beyond that, we may deduct the lost value, but we still take it back.
• Special order items (Piacenza IKEA, Bricocenter, Tecnomat) are returnable in this window.
• Tell us within 14 days of delivery (Start request on your tracking link, email or WhatsApp). The day you tell us is the day that counts.
• Bring the item back within 14 days of telling us. You cover the cost of bringing it in, or use our €50 collection service.
• Refund to your original payment method within 14 days of your notice, once the item is back. If you return the whole order, the standard delivery fee is refunded too.
• 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.

Days 15 to 90 after delivery (our goodwill, Malta only)

• Item must be unopened, undamaged and unused, with all original tags and packaging intact.
• IKEA items must still be in IKEA's range and available at IKEA Catania.
• Special order items are excluded: Piacenza IKEA, Bricocenter, Tecnomat, toys, items over 30 kg.
• Delivery fees are not refunded.
• Refund as store credit, valid for 12 months.

How to start: open your order tracking link and tap Start request in the Returns & Exchanges section. In-policy unwanted-goods returns are approved automatically; other requests are reviewed by HQ.

Please note:

• Please wait for the approval email before bringing items in, so the warehouse is expecting them.
• Drop-off locations depend on the vendor: CASA and Maisons du Monde items go to Santa Venera; IKEA, Brico and other vendor items go to Mqabba.
• If returning the items yourself is not possible due to size or transport, we offer a collection service for €50, payable in advance.

Exchanges#

Exchanges are a goodwill service, not a legal right. 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.

Damaged Items: Inspect Before Assembly#

Please report damage or missing parts within 48 hours of delivery, before assembly begins, so that we can claim from the carrier. If you spot anything wrong at unboxing, do not start assembly; submit a Start request via your tracking link 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 visible at unboxing, or damage caused during assembly. We cannot determine whether the damage was present on delivery or occurred during assembly.

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 reported after they have been accepted or signed for. Hidden manufacturing defects remain covered by your two-year legal guarantee.

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, you remain entitled to repair or replacement.

Orders Shipped to Other EU Countries#

The same 14-day legal right applies. The 90-day goodwill window is for Malta and Gozo deliveries only. Business and non-EU customers may be subject to different terms; see our full Return & Refund Policy.

Refunds#

Once your return is received and inspected, we'll notify you of the outcome. Approved refunds are processed within 5 working days. Your bank or card provider may need additional time to post the funds to your account.

What If an Item Is Out of Stock?#

If an item in your order turns out to be unavailable from the supplier, we'll contact you to discuss options, which may include waiting for restock, choosing an alternative, or receiving a full refund for the affected items.