Complaints

Complaints

If Something Has Gone Wrong

Tell us. Most things we can fix the same day, and we would much rather hear about it than not.

Please give us your order reference (it is on your confirmation email and on your order PDF) and tell us what happened and what you would like us to do about it.

What We Do with It

  1. We acknowledge your complaint within 3 days of your first contact with us. You will know we have it and who is dealing with it.
  2. We give you an answer within 3 days of your first contact with us. If we need longer (because something has to go back to a manufacturer, for instance), we will tell you that, and tell you when you will hear.
  3. We write our answer down and send it to you, so you have it.
  4. If you are not happy with our answer, say so and we will look at it again. We will tell you in writing whether that changes anything.

Complaining to us costs you nothing and does not affect any of your legal rights. In particular it does not use up your 14 days to change your mind, and it does not affect your two-year legal guarantee.

If We Cannot Sort It Out Between Us

You are not stuck with our answer.

The Office for Consumer Affairs. You can take the matter to the Complaints and Conciliation Directorate within the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority. A complaint handler will try to bring us to an agreement. It costs you nothing.

They will normally expect you to have complained to us first and given us a reasonable chance to put it right, so please do start with us.

Alternative Dispute Resolution. The same Directorate is Malta's residual ADR body, handling disputes about sales and service contracts where no industry-specific ADR body exists. ADR is voluntary: it only goes ahead if both you and we agree to take part. Submissions go to adr@mccaa.org.mt or through the portal at https://adr.mccaa.org.mt. The Directorate aims to finish an ADR case within 90 days of having everything it needs, and tells the parties within three weeks if it cannot take a case on.

We do not commit in advance to using ADR. Every complaint is different, so we discuss it with you first, and decide, case by case, whether we will take part in an ADR procedure for it. That is separate from your own right to go to the Office for Consumer Affairs, which is always open to you and does not depend on anything we decide. And if a complaint you have raised with us directly cannot be settled between us, we will always write to you, by email, to tell you plainly whether we will take part in ADR for it. That part is not optional, and we do it every time.

The Consumer Claims Tribunal. If conciliation does not work, you can bring a claim to the Consumer Claims Tribunal. It hears consumer claims worth up to €10,000 and can also award between €35 and €500 for the inconvenience of the whole business. You do not need a lawyer. Details are at https://mccaa.org.mt/tribunal.

Going to court. None of the above takes away your right to go to the ordinary courts instead. That choice is always yours.

Buying from Outside Malta

If you are shopping from another EU country, Norway or Iceland, the European Consumer Centre Malta can help with a cross-border complaint: ecc.malta@mccaa.org.mt, 'Consumer House', 47A South Street, Valletta VLT 1101, (+356) 2395 2360.

About the EU Online Dispute Resolution Platform

You may have seen other shops link to an EU "ODR platform". That platform closed on 20 July 2025 and no longer exists. Use the routes above instead.

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