FAQ
FREQUENTLY ASKED QUESTIONS
ORDERS
PRICES
PAYMENTS
SHIPPING & DELIVERIES
MEGABOX
WARRANTY & REFUNDS
ASSEMBLY
ORDERS
Q: Can I place my order by email?
A: No, we are not accepting orders 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, it cannot be modified (we cannot add, change or remove products) because all orders are processed automatically. If you would like to cancel your order, please send us an e-mail.
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, packed, dispatched, ready for local delivery/collection and delivered.
You can also log in to your account and check the current status of your order, as well as the 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.
PRICES
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 or MegaBox locker.
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 €5.00 and to MegaBox locker - €2.50.
The home delivery is free for all orders over €50.00 (Standard delivery Monday-Friday 8-20).
The delivery to MegaBox locker is free for all orders over €25.00.
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.
PAYMENTS
Q: Which method of payments do you accept?
A: We only accept payment before dispatch - via 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 local delivery to your home address in Malta or Gozo is €5.00 and to MegaBox locker - €2.50.
The home delivery is free for all orders over €50.00 (Standard delivery Monday-Friday 8-20).
The delivery to MegaBox locker is free for all orders over €25.00.
Q: When will I receive my order?
A: Your order will be delivered to your home address/Megabox locker as per the delivery date selected at checkout. You can always check the current status of your order and the 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 via e-mail 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:
Standard options:
Monday-Friday 8-20 – €5.00 for orders below €50.00
Monday-Friday 8-20 – €0.00 for orders above €50.00
Additional options:
Monday-Friday 16-20 - €7.50
On appointment (Mon-Sat 10-20, 2h bracket) - €15.00
Standard delivery - MON-FRI 8-20
If you select this delivery option, your order will be delivered anytime between 8am and 8pm. This delivery option does not allow to select a time bracket between 8am and 8pm (e.g. after 12:00/in the morning/in the afternoon, etc.).
Evening delivery - MON-FRI-16-20
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.).
On appointment
Your order will be delivered on the date you will select at checkout (Monday - Saturday) within a 2h time bracket you will select at checkout (between 10am and 8pm).
Q: Can I collect the order myself from your warehouse?
A: No, we don’t offer collection. All orders are shipped from abroad and delivered to the address provided or MegaBox locker selected 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 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.
Q: Will I need a lifter for delivery?
A: As per our T&Cs, we deliver to first step (ground floor) but if there is a lift available, we can deliver the goods to higher floors. Even if there is no lift, we could still assist with carrying the order to higher floors.
However, if you require such assistance, then we would ask for your signature at ground floor, as we cannot take any responsibility for damages that may occur while carrying the boxes to higher floors, we don't know how big the staircase/lift is, etc.
Also, please note that it is the responsibility of the customer to make sure the packages will fit into the lift or if the conditions on-site will allow for safe carrying of the boxes upstairs.
In case our assistance is required, please send us such a request via e-mail.
MEGABOX
Q: What is MegaBox?
A: MegaBox is a Megastore parcel locker which allows you to collect your order directly from the locker.
Q: How to select MegaBox as a delivery option?
A: You can select the MegaBox delivery option at checkout. You can select the location which is most suitable for you and confirm the order. Please make sure you have selected the correct locker, as we will not be able to change the locker after the order has been placed.
Q: Where are MegaBox lockers located?
A: All active MegaBox lockers with addresses are listed at checkout (available when you select MegaBox as a delivery option).
Q: When can I collect my order from the MegaBox?
A: All orders are delivered as per the delivery date provided at checkout, including orders with MegaBox delivery option. You can collect your order within 72h from the moment you receive "Ready for local collection" status.
Q: What happens if my order doesn't fit into the MegaBox?
A: If your order doesn't fit into the MegaBox locker, the delivery option of your order will be automatically changed to Standard MON-FRI 8-20 delivery option and your order will be delivered on a working day from Monday to Friday anytime between 8am and 8pm. Maximum package dimensions to fit into the MegaBox parcel locker are 44 x 29 x 39cm.
Q: How to collect an order from the MegaBox locker?
A: As soon as your order has been placed in the locker, the status of your order will change to "Ready for local collection" and you will be notified by e-mail. You can also check this status in your account.
1. Go to MY ACCOUNT >> ORDERS to see your order;
2. Click on ORDER HISTORY;
3. Find the order in your order history;
4. Your order will be available for collection when the status will change to READY FOR LOCAL COLLECTION;
5. Click on the map to find your locker.
All you will need to collect the order from the MegaBox is your phone. In order to collect your order, please follow the below instructions:
1. Log in to your account (MY ACCOUNT);
2. Click on ORDER HISTORY;
3. Click on COLLECT to collect your order;
6. Select which box you would like to collect first (if there is more than one) and click COLLECT FROM MEGABOX;
7. Enter the locker number (each locker has a unique 6-digit number placed on the front);
8. Click COLLECT FROM MEGABOX and the door will open automatically;
9. Remove the parcel from the locker and close the door;
10. Collect all the remaining parcels (if applicable);
Do not forget to close the locker door.
Video - how to use MegaBox: https://youtu.be/N4FjG3CSedw
WARRANTY, RETURNS & REFUNDS
Q: What is your return policy?
A: Please read Clause 5 of our Terms & Conditions.
5.4 To withdraw from a Contract, you may choose from the following options:
a. Free Return Option: You may return the goods free of charge by sending them back to our
warehouse. To qualify for this option, the following conditions must be met:
(i) The goods must be returned in their original packaging and condition.
(ii) You must include a completed and signed returns form, which will be provided by Customer Care.
(iii) You are responsible for ensuring that the goods are securely packaged to avoid damage during
transit.
(iv) Goods must be delivered within the operating hours of the warehouse, as stipulated on the returns
form.
b. Collection Service (€10 Fee per product): For your convenience, we offer an optional collection
service for a flat fee of €10 per product. If you choose this service:
(i) We will arrange for a courier to collect the goods from your address.
(ii) The €10 fee per product will be deducted from the total refund amount.
(iii) Goods must be packaged appropriately.
(iv) The return form, which will be provided by our delivery person, must be signed by you.
Q: What is the return procedure?
A: The return procedure is as follows:
We can accept the return within 14 days from the delivery, provided that the item you would like to return is:
- undamaged,
- unused,
- in the original undamaged packaging.
Once the above is confirmed, we can open the return procedure. We will issue a refund via the originating payment method within 1-2 business days after collection/delivery to our warehouse.
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 via e-mail 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: How much time do I have to check the order?
A: All packages must be checked upon delivery and any external damages should be reported upon delivery directly to the delivery person and then via e-mail to Customer Support, immediately after the delivery. After the delivery, the content should be checked. Any damages should be reported after the delivery. For larger orders, we may allow a maximum of 24h, but only if we receive such a request from the customer before. We won't be able to accept liability for any damages reported after that time.
Also, please note that no products should be assembled if any of the components is faulty or damaged, as we won't be able to replace any such components if they have been already assembled.
Q: What if I have received a product with faulty/missing components?
A: If you find any missing or faulty parts, please report it to us via e-mail within maximum 7 days from delivery. We will order the missing parts for you. We won't be able to assist you with any faulty or missing components after that time.
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 via e-mail 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 professionals. You can select this option at checkout.
Q: What is the cost of assembly?
A: We offer assembly at 25% of the purchase price with a minimum charge of €100 applicable. You can select this option at checkout.
Q: How can I order the assembly service?
A: You can select this option at checkout. If you forgot to add the assembly when placing your order, please contact us via e-mail.
Q: Will the assembly be on the same day as delivery?
A: It depends on the option selected at checkout. You can choose to have your order delivered:
- on a delivery date available at checkout (and wait for the assembly appointment), or
- on the assembly appointment day.
If you select the delivery on a certain date, your order will be delivered on the date selected at checkout and assembly team will call you on that day for an appointment.
If you select to have your order delivered on the assembly appointment date, the assembly team will contact you once your order arrives in Malta to arrange an appointment.
Assembly appointments are planned 1-3 weeks ahead.
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 or appliances.
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: What happens if it turns out during assembly that a product is faulty/damaged?
A: In case of damaged/faulty components, a product cannot be assembled if it is to be replaced. In such case, kindly contact our Customer Support via e-mail.
Q: How is the assembly fee calculated if I order discounted products?
A: The assembly fee for discounted products will be calculated on the full retail price.
Q: Can I cancel the assembly service?
A: Yes, the assembly service can be cancelled at least 2 working days before the scheduled assembly appointment. If the assembly service cannot be performed through the fault of the customer (e.g. customer not present on site at the time of schedule assembly appointment, wrongly ordered products, space not prepared for the planned assembly, etc.), the assembly fee is not refundable.
How may we help you?
If you are unable to find the answer here, please contact our customer service representatives 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.