FREQUENTLY ASKED QUESTIONS

ORDERS
PRICES
PAYMENTS
SHIPPING & DELIVERIES
WARRANTY & REFUNDS
ASSEMBLY


ORDERS

Can I place my order by email?
No, we do not accept orders via email. All orders must be placed through our online shop.

How can I cancel or change my order?
Because our orders are processed automatically, they cannot be modified once placed. If you need to cancel your order entirely, please send us an email.

How do I check the status of my order?
We send automatic email updates when your order is received, paid, packed, dispatched, and delivered. You can also log in to your account at any time to check your current status and delivery date.

Is there a smartphone-friendly version of the store?
Yes, megastore.com.mt is fully optimised for smartphones. You can browse, order, and pay directly from your mobile device.

Do you have a loyalty program?
No, we do not have a loyalty program. These programs generate additional costs that would have to be added to the product prices. We prefer to keep our prices as attractive as possible for all customers.

Do you have a catalogue?
We do not have a printed catalogue. All products are listed on our website. If you cannot find a specific item, please contact our Customer Support via email.


PRICES

What does the price include?
The prices listed on our website include the purchase price from suppliers, transportation to our warehouse, packaging, and shipping to Malta and Gozo. Prices do not include the local delivery fee to your home address.

Will tax be applied to my order?
All prices listed include VAT. Any other applicable sales taxes or duties are exclusive and would be payable in addition to the price only in the unlikely event they are applicable to your specific order. For the vast majority of our products, the price you see is the final price including tax.

Can I get a discount?
We maintain a transparent pricing policy without seasonal sales or artificial discounts. We prefer to offer our best and most honest prices year-round to treat our customers with the respect they deserve.


PAYMENTS

Which methods of payments do you accept?
We only accept payment via card before dispatch. It is safe, easy, and fast. We do not accept payments on delivery (cash, cheque, or card).

When should I pay for my order?
Payments are made at checkout. We will not process any order until the payment is confirmed.


SHIPPING & DELIVERIES

How much will I have to pay for shipping?
Shipping to Malta and Gozo is included in our website prices. The cost for local delivery directly to your home address is €5.00. We offer free home delivery for all orders over €50.00 (Standard delivery Monday–Friday, 8:00–20:00).

When will I receive my order?
Your order will be delivered directly to your door exactly on the delivery date selected by you at checkout. You can check the status and delivery date at any time in your account.

Where do you deliver?
We deliver to all addresses in Malta and Gozo. Following industry standards, delivery is made to the first step or obstacle of the address. Please contact us via email if you require specific assistance.

When do you deliver?
Delivery timing depends on the option you choose at checkout:

Standard Delivery (€5.00 or free over €50.00) Monday–Friday, 8:00–20:00.
Your order will be delivered anytime within this window. This option does not allow for specific time requests (such as "in the morning" or "after 12:00").

Evening Delivery (€7.50) Monday–Friday, 16:00–20:00.
Your order will be delivered anytime between 4pm and 8pm. This option does not allow for specific time requests (such as "after 6pm").

On Appointment (€15.00) Monday–Saturday, 10:00–20:00.
This is the only option that allows you to select a specific 2-hour time bracket for your delivery.

Can I collect the order myself from your warehouse?
No, we do not offer a collection service. All orders are shipped from abroad and delivered directly to the address provided at checkout.

Can I place an order with multiple shipping addresses?
No, each order can only be shipped to a single address. If you need items delivered to different locations, please place separate orders for each address.

What if I am not at home at the time of delivery?
Our drivers will always call you before arrival to ensure you are available. If you do not answer the door within five minutes of arrival, your order will be returned to our warehouse and a second delivery attempt will be made the next working day. If you know you will not be available to accept your delivery, please notify us via email at least 2 days before your expected delivery date so we can postpone it for you.

Will I need a lifter for delivery?
We deliver to the ground floor as standard. If a lift is available, we can deliver to higher floors. If no lift is available, our drivers can assist with carrying items upstairs, provided you sign for the goods at the ground floor first. It is the customer's responsibility to ensure that items will fit in the lift or staircase. Please note that any request for assistance carrying items upstairs must be made via email at least 2 days before your delivery date so we can notify our team.

WARRANTY, RETURNS & REFUNDS

What is your return policy?
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.

What is the return procedure?
We can accept the return within 14 days from the delivery, provided that the item you would like to return is undamaged, unused, and 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.

What are your warranty terms?
Some products are supplied with a manufacturer’s warranty. If a product becomes faulty during the warranty period (and the fault is not due to misuse or accidental damage), please notify us via email and return the item to us (collection will be arranged). We will then send the product to the manufacturer for professional review and testing. Detailed information on our warranty policy can be found under Clause 5 of our Terms & Conditions.

What if I have received a damaged product?
It is the customer's responsibility to check all packaging at the time of delivery. Any external damage must be reported immediately to the driver and then to us via email. If you find internal damage after opening the boxes, please report it to us immediately. We cannot accept any responsibility for damages reported after the delivery day. Furthermore, we will not replace a product or any components if damage is reported after the item has been assembled.

How much time do I have to check the order?
All packages must be checked upon delivery. External damage should be reported to the driver and then via email to Customer Support immediately. For larger orders, we allow a maximum of 24 hours to check the internal contents, provided you have requested this from us before delivery. No products should be assembled if any component is faulty or damaged, as we cannot replace parts that have already been assembled.

What if I have received a product with faulty or missing components?
If you find any missing or faulty parts, please report them to us via email within a maximum of 7 days from delivery. We will order the replacement parts for you. Please note that we cannot assist with faulty or missing components after this time frame or if the item has already been assembled.

What if I have received a product in error?
If a product does not materially comply with its description on our website, please report this to us immediately via email. We will, at our discretion, replace the product or refund the price paid, provided the complaint is deemed reasonable. As with damaged goods, we cannot replace or refund items that have already been assembled.

ASSEMBLY

Does the furniture require assembly?
Yes, most of our furniture requires assembly. These products are designed to be simple to assemble at home, and instructions are always included.

Do you offer assembly?
Yes, you can leave the assembly to our professionals by selecting this option at checkout.

What is the cost of assembly?
Assembly is charged at 25% of the purchase price, with a minimum charge of €100.

How can I order the assembly service?
You can select this option directly at checkout. If you forgot to add the assembly service while placing your order, please contact us via email as soon as possible so we can add it to your request.

Will the assembly be on the same day as delivery?
This depends on the option you select at checkout. You have two choices:
Delivery on the date selected at checkout: Your items will arrive exactly on your chosen date. Our assembly team will then contact you on that day to schedule a separate appointment for the assembly.
Delivery and assembly on the same day: Your order will be delivered and assembled during a single visit. Please note that if you choose this option, it will not take place on the delivery date selected at checkout. Instead, our assembly team will contact you once your order arrives in Malta to arrange a specific appointment date that works for you.
Assembly appointments are typically scheduled 1–3 weeks in advance.

What does the assembly service include?
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).

Service Conditions and Safety:
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.

How should I prepare the space for the assembly?
Please ensure there is adequate clear space where the products are to be assembled. The area should be dry, level, clean, well-lit, and must have a functional electricity supply for power tools. Our assembly team is not responsible for moving existing furniture. If the space is not properly prepared (for example, if old furniture still needs to be moved, there is no electricity, or there is insufficient space), the assembly person will be unable to proceed. You will then need to book a new assembly appointment once the space is ready, and the original fee may be non-refundable.

What happens if it turns out during assembly that a product is faulty/damaged?
A product cannot be assembled if it has damaged or faulty components and needs to be replaced. In such cases, please contact our Customer Support via email immediately.

How is the assembly fee calculated if I order discounted products?
The assembly fee for any discounted products is always calculated based on the full retail price of the item.

Can I cancel the assembly service?
Yes, the service can be cancelled at least 2 working days before the scheduled appointment. If the assembly cannot be performed due to customer fault (e.g., not being present or space not prepared), the fee is non-refundable.

How may we help you?
If you are unable to find the answer here, please contact our Customer Support by sending us an email via the contact form. It will be our pleasure to assist.

Thank you for shopping at megastore.com.mt.