FREQUENTLY ASKED QUESTIONS
SHIPPING & DELIVERIES
WARRANTY & REFUNDS
Q: Can I place my order by email?
A: No, we are unable to place your order via email. The only way to place an order is via our online shop.
Q: How can I cancel or change my order?
A: Unfortunately, once an order has been placed and paid for, it cannot be cancelled or changed because it is processed automatically.
Q: How do I check the status of my order?
A: We provide information on the status of your order automatically by e-mail. You will receive an email confirmation after your order is received, paid, processed, dispatched, ready for local delivery and delivered.
You can also log in to your account and check the current status of your order, as well as the latest delivery date.
Q: Is there a smartphone-friendly version of the store?
A: Yes, you can use megastore.com.mt on your smartphone – view products, place orders and pay for them.
Q: Do you have a loyalty program?
A: No, we don’t have a loyalty program and you will not earn any points for your orders. Why? Loyalty programs generate additional costs which afterwards would have to be added to the prices of the products. We don’t want to increase prices but keep them as attractive as possible.
Q: Do you have a catalogue?
A: We don’t have a catalogue. All products are listed on our website. If you cannot find a certain product, please contact our Customer Support via e-mail or via the online chat on our website.
Q: What does the price include?
A: The prices listed on the website include the purchase price of the product from the suppliers, the transportation costs from the suppliers to the warehouse from which the products are shipped, the packaging costs and shipping costs to Malta and Gozo. The prices don’t include the delivery costs to your home address.
Q: How much will I have to pay for shipping?
A: The shipping cost to Malta is included in the prices listed on our website. The cost of the local delivery to your home address in Malta or Gozo is €2.50 for all orders below €25.00. The delivery is free for all orders over €25.00 (delivery Monday-Friday 8-16).
Q: Will tax be applied to my order?
A: All prices listed are inclusive of VAT and exclusive of any other sales tax or duty that may be applicable which will be payable in addition to the price.
Q: Can I get a discount?
A: We don’t offer discounts for certain products (e.g. sale). We prefer a transparent pricing policy without fake discounts. We are not going to offer “discounted” prices which are in fact regular prices. We prefer to be honest with you and treat you with the respect you deserve.
Q: Which method of payments do you accept?
A: For your safety and ease we only accept payment before dispatch via PayPal. You can pay using your PayPal account or using any credit card. It's safe, easy and fast. We do not accept payments on delivery (card, cheque or cash).
Q: When should I pay for my order?
A: Payments are to be made upon checkout. We will not process any order before payment is made.
SHIPPING & DELIVERIES
Q: How much will I have to pay for shipping?
A: The shipping cost to Malta is included in the prices listed on our website. The cost of the delivery to your home address is €2.50 for all orders below €25.00. The delivery is free for all orders over €25.00 (delivery Monday-Friday 8-16).
Q: When will I receive my order?
A: Your order will be delivered to your home address within 5-7 working days. You can always check the current status of your order and the latest delivery date in My account, after you log in.
Q: Where do you deliver?
A: We deliver to all addresses in Malta and Gozo, per industry standard to the first step/obstacle. Please contact us if you require any additional assistance with your delivery.
Q: When do you deliver?
A: That depends on the option you will choose when placing your order. These are all currently available delivery options:
Monday-Friday 8-16 – €2.50 for orders below €25.00
Monday-Friday 8-16 – €0.00 for orders above €25.00
Monday-Friday 16-20 - €5.00
On appointment (Mon-Sat 8-20, 2h bracket) - €10.00
If you select this delivery option, your order will be delivered anytime between 8am and 4pm. This delivery option does not allow to select a time bracket between 8am and 4pm (e.g. after 12:00).
If you select this delivery option, your order will be delivered anytime between 4pm and 8pm. This delivery option does not allow to select a time bracket between 4pm and 8pm (e.g. after 6pm, etc.).
Your order will be delivered between Monday and Saturday between 8am and 8pm, as per your request. Operations will call you once your order is received in our warehouse and then you will be able to select a 2h bracket.
Q: Can I collect the order myself from your warehouse?
A: No, we don’t offer collection. All orders are delivered to the address provided at checkout.
Q: Can I place an order with multiple shipping addresses?
A: No, one order can be shipped only to one shipping address. If you need items to be shipped to different delivery addresses, you will have to place separate orders.
Q: What if I I am not at home at the time of delivery?
A: If you do not answer the door within five minutes, your order will be returned to our warehouse. We will make another delivery attempt the next working day as per the delivery service selected at checkout.
WARRANTY & REFUNDS
Q: What is your return policy?
A: Please read Clause 5 of our Terms & Conditions.
Q: What are your warranty terms?
A: Some products are supplied with manufacturer’s warranty. If a product becomes faulty during the period of the warranty for reasons unconnected with your acts, omissions or misuse of the product, you will have to notify us in writing and return such product to us. The product will be returned to the manufacturer for review and testing. You will find the detailed information on our warranty policy under Clause 5 of our Terms & Conditions.
Q: What if I have received a damaged product?
A: It is the responsibility of the customer to check all boxes/packagings upon delivery. If, upon delivery, you claim that any product has been delivered damaged, you should immediately voice your complaints to us and we will, at our discretion, replace such product or refund the price paid for such product if your complaints are deemed to be reasonable. If you have inspected all outer packagings upon delivery, you can inspect the content shortly afterwards and if you find any damaged product, please report it to us immediately. Please note that we are not responsible for the goods after delivery, so if you report any damages after delivery and the boxes are damaged as well, we won't be able to accept the claim.
Q: What if I have received a product in error?
A: If, upon or after delivery, you claim that any product does not materially comply with its description on the Website, you should immediately voice your complaints to us and we will, at our discretion, replace such product or refund the price paid for such product if your complaints are deemed to be reasonable.
Q: Does the furniture you offer require assembly?
A: Yes, most of the furniture available on our website require assembly. Most of the products are specifically designed to be simple to assemble, so a customer could do it at home. Assembly instructions are always included in the packaging.
Q: Do you offer assembly?
A: Yes. If you prefer, you can leave the assembly of the furniture to our proefssionals. You can select this option at checkout for all items or for each item separately.
Q: What is the cost of assembly?
A: We offer assembly at 15% of the purchase price with a minimum charge of €50 applicable. You can select this option at checkout for all items or for each item separately.
Q: How can I order the assembly service?
A: You can select this option at checkout for all items or for each item separately. If you forgot to add the assembly when placing your order, please contact us via e-mail or via the online chat on our website.
Q: Will the assembly be on the same day as delivery?
A: No, not always. But if you wish to receive the order and have your furniture assembled the same day, please leave us your special delivery requests in the Notes section at checkout.
Q: What does the assembly service include?
A: The assembly service includes:
- Assembly of cabinets, shelves, door fronts, drawers or interior fittings for selected furniture units,
- Installation of tip-over restraints,
- Installation of knobs/handles to cabinet doors and drawers,
- Wall-mounting as stated in the product assembly manual (provided that the customer has the fitting screws for the particular wall and the wall is strong and solid, made from stone or concrete).
It is the responsibility of the customer to make sure there are no pipes and/or electrical cables in the wall to which the furniture is to be attached. The assembly person is not responsible for any damages of the pipes/cables if the installations have not been properly checked by the customer. Any wall and ceiling installations are performed solely at the customer's risk.
All IKEA products are assembled according to the assembly instructions provided by IKEA (without modifications).
Disposal of the packing material in an environmentally friendly way is available upon request at the order stage.
Assembly rates exclude: electrical, plumbing or gas works, plastering or tiling.
Assembly service does not include the removal of the old furniture.
Assembly rates do not apply to blinds, curtain rods & rails, sinks, taps and bathroom accessories, unless otherwise stated.
Q: How should I prepare the space for the assembly?
A: Please ensure there is adequate clear space available where the products are to be assembled. The space should be dry, level, clean and well lit. The assembly person is not responsible for moving any existing furniture. If the space is not properly prepared (for example, old furniture still to be moved, not enough space), the assembly person will advise you of this and you will have to book the new assembly appointment as soon as the space is properly prepared.
Q: How is the assembly fee calculated if I order discounted products?
The assembly fee for discounted products will be calculated on the full retail price.
How may we help you?
If you are unable to find the answer here, please contact our customer service representatives using the online chat or by sending us an e-mail via the contact form. It'll be our pleasure to assist.
Thank you for shopping at megastore.com.mt.