Claims and Assistance

Faulty/ Defective Product Support: Guidelines and Procedure

We apologize for any inconvenience caused by receiving a faulty or defective product. In order to provide you with the necessary assistance, we kindly request that you send us an email with the following detailed information to our customer support team at

  1. Name & Surname of Person making the claim.
  2. Order Number: Please provide the unique order number (e.g. 22490) associated with your purchase.
  3. Purchase Date: Specify the date when the product was purchased.
  4. Your Contact Number: Include your preferred contact number for our team to reach you.
  5. Name/Title of the Product: Specify the name or title of the faulty product.
  6. Item Reference Number: Please provide the item reference number, which is typically located next to the barcode on the product's packaging. In case the packaging has been discarded, please check if the number is engraved at the bottom of the product (applicable to wooden products). To assist us in processing your request smoothly, kindly include a clear photo of this reference number on the packaging, or the engraved number if applicable.
  7. Photo/video(s) of the Defect: Attach relevant photo/video(s) clearly showcasing the fault or defect.
  8. Description of the Fault/Defect: Please provide a clear and comprehensive description of the issue with the product.

Product inquiry for gift purchases:

If you do not have access to your order number, we kindly request that you contact our Qormi Shop at +356 21 410771 during opening hours. Please provide them with your full name and surname, or alternatively, the full name and surname of the person who purchased the item as a gift. By providing these details, we will be able to locate the order number and efficiently process your claim. Our dedicated shop staff will be more than happy to assist you in trying to obtain the necessary information.

When sending the email, please ensure that you include your order number and mention "Faulty Product" in the subject line. This will enable us to prioritize your inquiry and assist you promptly.

We kindly ask for your patience as our team works diligently to address your concern. Please allow up to 5 working days for us to respond and provide you with a suitable solution.

Thank you for your cooperation and understanding.

Shop location: 

Triq Il-Vitorja,


Shop opening hours: 

Monday to Friday: From 10:00 until 19:00

Saturday: From 10:00 until 14:00

Sunday: Closed  


Our retail store

Our retail store

Triq il Vitorja, Qormi, Malta

Get directions