Storage fees for orders awaiting delivery or collection

Policy effective 29 July 2026.

When every item on your order is ready in our warehouse, we ask you to complete the final step — selecting a delivery date, or collecting your goods. Ready orders occupy reserved warehouse space, so goods left with us past the notified deadline accrue a weekly storage fee. This applies to both delivery and collection orders.

Delivery orders — the reminder sequence#

1. As soon as your order is ready you receive an email asking you to select your delivery date from your tracking link.
2. 24 hours later, if no date has been selected, we send a reminder.
3. 48 hours after the first email, if there is still no date selected, we send a final warning by email and SMS. It states a clear deadline — one week after the first email.

Choosing your date takes under a minute from the tracking link, which always offers at least one available date. Once selected, the date is fixed — contact Customer Care if you genuinely need to change it.

Collection orders — the reminder sequence#

1. A reminder about 3 days after your order is ready for collection.
2. A further reminder around day 10.
3. A final email and SMS around day 13 stating an exact collection deadline (3 further warehouse-open days — weekends and public holidays don't count).

Collection is free, needs no booking, and partial collection is always welcome — Mqabba warehouse, Tuesday–Friday 12:00–18:00 (CASA items: Santa Venera HQ, Mon–Fri 08:00–16:30).

The storage fee#

If the deadline passes without a delivery date selected (delivery orders) or with goods still uncollected (collection orders), a weekly storage fee applies:

• The fee is 10% of the value of the goods still awaiting delivery or collection, per week. There is no minimum fee.
• It is charged only on the awaiting goods — anything already delivered or collected is never billed.
• It applies only while the awaiting goods together weigh more than 7 kg — small, light orders never accrue storage fees.
• The fee is added every week until the outstanding fees are settled and the goods are on their way — a delivery date selected, or the goods collected.
• Your tracking page shows a "Pay storage fee" button that takes you to a secure checkout, and you receive the invoice by email. For delivery orders, the delivery-date picker unlocks automatically once fees are paid.

If storage fees keep accumulating#

If the accumulated storage fees reach the value of the goods still awaiting delivery or collection, those goods are cancelled and no refund is due — their value is used to settle the storage fees.

Can my order wait at the warehouse for another order?#

No — each order has its own collection window and its own storage-fee clock. We can't hold a completed order while you wait for another order to arrive, even to combine them into one trip. Collect (or book) each order as it becomes ready; partial collection and second trips are always free.

How to avoid fees entirely#

Select your delivery date or collect your goods promptly once notified. If something is genuinely preventing you (for example, you need us to store your goods for an agreed period), reply to any of our emails or contact us before the deadline and we will find a solution together — agreed storage arrangements pause the fee escalation.

Questions or disputes#

If you believe a storage fee was applied in error, contact us straight away by replying to any of our emails or via WhatsApp on +356 20334532.