SHIPPING & RETURNS

Where we deliver

Everywhere in Malta and Gozo, and internationally on request. For international orders we confirm the cost and timing on your quote before you commit — no surprises at dispatch.

Lead times

Standard orders currently take approximately 10–14 business days from artwork approval. The clock starts when you approve the artwork (and the first-article sample, where one is produced) — not when you first get in touch. Your quote states the lead time for your specific order, and that's the number we work to.

Lead times are genuine, good-faith estimates. We treat them seriously and we'll tell you promptly if anything moves — but unless your quote expressly states a guaranteed delivery date, they are targets rather than guarantees.

Ordering for an event? Tell us the date before you order. We'll confirm honestly whether we can meet it — and if we can't, we'll say so rather than take the order and hope.

Delivery costs

Delivery within Malta and Gozo is quoted with your order — one clear line on the quote, not a fee discovered at checkout. Split deliveries to multiple addresses can be arranged; tell us the split when ordering and we'll price it transparently.

On delivery

Please inspect your order when it arrives. If anything is visibly damaged in transit or the quantity is short, tell us within 5 working days with photos of the goods and packaging — we'll put it right with the courier so you don't have to.

Merchandise made to your specification is different from off-the-shelf retail, so it's worth being clear about how returns work.

Custom and branded merchandise

Items produced to your specification or carrying your branding cannot be returned or exchanged — they carry your name, and nobody else can use them. This is standard across the industry, and it's exactly why our process front-loads the checkpoints:

• You approve the artwork before anything is produced.
• For larger orders, you approve a first-article sample — one finished piece, made exactly as the run will be — before we produce the rest (your quote states whether one is included).

You see and sign off on what you're getting before we make it. That's the deal, and it protects both of us.

If something is defective

If your goods materially fail to match the approved sample or mock-up — wrong artwork, decoration faults, damaged items — contact us within 7 days of delivery with photographs and the affected quantity. If the fault is ours, we will re-run, replace or credit the affected items at no cost to you, at whatever speed the situation demands. We stand behind our production; a defect target is meaningless unless the remedy is real.

What doesn't count as a defect: minor shade variation between production batches, dye-lot differences in fabric, and the natural variation in materials like wood, leather and cork. That variation is inherent to physical goods — and in the case of natural materials, part of the point.

Unbranded stock items

Where we supply unbranded, in-stock items, these may be returned within 14 days of delivery, unused and in their original packaging. Return shipping is at your cost, and we'll refund the item price once the goods are received and checked.

Ordering as an individual?

Most of our clients are businesses, but if you're buying as a consumer, your statutory rights under Maltese and EU consumer law apply in full. Note that the 14-day withdrawal right for online purchases does not apply to goods made to your specification or personalised — but your rights regarding defective goods are unaffected, always.

Something not covered here? Contact us — you'll get an answer from a person who can actually resolve it.