Refund & Returns policy
last updated: 19/03/2023
If you are a consumer, you are entitled to withdraw from the contract, notifying us your intention to return the products within 14 days from receipt of goods. This means that you can communicate the decision to return the products within 14 days after the products have been delivered, without giving any reason. Certain Item’s may be subject to additional costs upon return.
NOTE: Not all items are subject to these fees, for more information contact; [email protected]
How Long Do I Have To Return An Item?
Once you receive the order, you have 14 days to submit the Return an Item Form, to notify your decision and return one or more items following the instructions will be given.
Once we have received your package and checked the returned goods, we will provide a refund within 35 days using the same payment method as the one you used to pay for the order.
When Can An Item Not Be Refunded?
Any items you return to us will need to go on sale again so please treat them carefully if you are not sure whether you will keep them and return them to us exactly as you would like to receive them yourself.
(SEE also: TERMS & CONDITIONS)
– do not dirty or ruin clothes when you try them on;
– do not remove labels or tags or accessories;
– do not destroy or damage any original boxes, bags, seals or wrappings;
– do not write on any original boxes or wrappings;
– do not wash any clothes you intend to return! They must return exactly as you received them;
– return all accessories that came in the original packaging.
Please note that if the above instructions are not followed, we will be unable to provide a refund and the item will remain yours. We can send it back to you with the delivery costs at your expense.
Items must be returned without delay and within 14 days from the notice of withdrawal.
We reserve the right to refuse items that are returned late or that are not in the same condition as when you received themas well as warranty void items.
Who Covers The Cost Of Returned Items?
The customer always covers the cost of returning goods.
To return a faulty/defective item, it is even more important that you contact us BEFORE sending the package.
Who is responsible for return of items?
The customer is always responsible for sending returns.
When Will I Receive My Refund?
Once we have received your package we will then test the returned goods, if we feel the request made to be adequate we will refund you within 35 days using the same payment method as the one you used to make the purchase.
How long it takes to receive the refund depends on whether the information you provided is correct.
– We cannot provide refunds via other means other than the payment method you used to make to order originally (payment onto prepaid cards, postal orders or bank cheques).
You can check on your refund by accessing your credit card account or bank account.
Note: Even after we send your refund it may take up-to 5 working days to appear in your bank account. Should you wish to enquire about your refund with us, we recommend you wait at least 6 days before contacting us.
The Amount I Received For The Refund Is Not What I Expected It To Be. Why Is That?
If your purchase included a discount on the entire order (for example, a coupon with a €10 discount), the discount is distributed proportionally across all items on the order and the refunded amount is proportional to the discount offered on the refunded item. That being said, there may be addition fees related to returning your product, different items require different procedures more information regarding fees can be found by contacting: [email protected]
What Is Included In The Refund?
In the case of exercise of the right of withdrawal, ‘Ivamalta LTD’ will refund the payments received from the consumer, only in the case of total and adequate return.
The refund does not include courier and/or customs fees and/or testing fee’s
Full refunds are only made when the customer returns faulty or defective goods, or if the package is lost or incorrectly delivered by the courier company provided adequate evidence is supplied with your request.
Return a product
You will be sent a form to fill in and submit (Note it is advised to fill in the form immediately upon receipt, if you did not receive a form contact us again via the email provided or by using the Live-Chat feature on our App’s or website)
Communication must contain at least the following information:
– the order number to which the return relates
– the code of the product/products you intend to return
– your data (name, email, original delivery address)
– reason for return (although it is not compulsory we strongly suggest you include this information as it will speed up the return processing times)
Please note that we will be unable to provide you with a refund unless you include all the required information, such as the order number of the returned goods.
You can find the order number on the confirmation email sent to you by ‘IvaMalta.com’ after your purchase. If you can’t find the email, check in your spam folder or the Promotions tab in Gmail.
Can I Change My Order?
Unfortunately, once an order has been completed it cannot be changed; that is, you cannot add or cancel items or change size, colour etc.
Should you wish to cancel an order, please contact us immediately: if the order is not already being processed, we will do our best to help you.
I’ve Bought The Wrong Size. Can I Change It?
Yes items can be exchanged for another size, you can return the item within 14 days and make another purchase.
Since the item you want may run out, we suggest you not to wait until you receive the refund from us (within 35 days from when we receive the returned item, assuming it is in good condition) to place a new order.