FAQs
WHY HAVE I NOT RECEIVED A CONFIRMATION EMAIL?
Please be advised that order confirmation emails are only sent if the order has been placed successfully. If you have not received an email confirmation, it is likely that your order has not gone through. If you believe payment has been taken from your account, or that you may have entered an incorrect email address, please contact us via email at shop@matt-maltese.com.
WHEN WILL MY ORDER BE DISPATCHED?
We endeavour to ship all orders within 72 hours, however during busier periods or for unforeseen circumstances, please allow up to 5 business days.
WHERE IS MY ORDER?
Once shipped, domestic orders should arrive in up to 5 business days, European orders in up to 10 business days, and Rest of World in up to 15 business days, depending on your chosen delivery option.
If for any reason we anticipate that your order will take slightly longer, we will contact you using the contact info as provided by you. If you have any concerns about your order lead times or for anything else, please contact us via email at shop@matt-maltese.co.
I HAVE ORDERED A PRE-ORDER ITEM, WHEN WILL IT BE DISPATCHED?
All pre-orders have the expected date of dispatch on the product description. Please be advised that on occasion release dates can be delayed. If this happens, we will contact you directly.
HOW SHOULD I PROVIDE MY ADDRESS?
Our systems only recognise addresses written in the Latin Alphabet, so we recommend providing your address in this format. Failure to do so could result in your delivery being delayed whilst we work to resolve the issue.
If you have any questions relating to how to format your address, please contact us via email at shop@matt-maltese.com.
WHAT IF NO ONE IS IN?
A signature may not always be required for delivery, and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange a collection or to schedule a new delivery date.
WHY CAN I NOT TRACK MY ORDER?
You can only track your order if you have paid for a tracking service. All UK orders are now tracked. We recommend all customers outside of the UK to pay for this additional service for ease of mind.
WHAT POSTAL SERVICE DO YOU USE?
We currently work with Amazon for all deliveries in the UK. For International deliveries, parcels are passed onto national postal service.
HOW MUCH ARE SHIPPING COSTS?
Delivery costs will depend on the size and weight of your total order and will be calculated at checkout.
HOW LONG DO I HAVE TO RETURN AN ITEM?
All items must be returned within 14 days of receipt. Items cannot be returned or exchanged after 14 days.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
HOW LONG DO REFUNDS TAKE TO PROCESS?
In the case that your order has been accepted for a return. Once received and processed, it can take up to 5-7 working days to be reflected in your account. Times may vary, depending on your payment provider.
CAN I EXCHANGE FOR A DIFFERENT PRODUCT?
You can exchange your item for a different size of the same product only. Please contact shop@matt-maltese.com to process your request.
I’VE RECEIVED A DAMAGED/FAULTY ITEM, WHAT SHOULD I DO?
If you have received an item that is damaged, incorrect, or not what you expected - please get in touch with our team. We will ask you to supply photographic evidence, and upon receipt, we will be able either arrange for a replacement or an exchange. If you live in the UK or the USA, we will be able to supply you with a free returns bag. If you are not located in either country, we may be able to reimburse your returns postage cost. Please contact us for more information at shop@matt-maltese.com.
HOW DO I RETURN MY ORDER?
If a return has been approved, you must contact us via email at shop@matt-maltese.com with your order number & subject line: ‘Refunds & Returns’ so that our team can supply you with our returns address.
Please make sure that you write down your order ID and reason for return on a slip of paper and include it within your parcel. In the unlikely event that your parcel is lost we recommend sending your return out as tracked. Please be aware that free return bags can only be provided for UK customers who’ve received incorrect or faulty/damaged items. If you are eligible for a free return but not located in the UK, please contact us.