Products and Orders

Are the products original?

Yes, of course! All our products are original and of European origin.

How do you accept orders?

We can only accept orders which are processed online through our website. Unfortunately we cannot process orders by email or phone.

Do you sell samples or testers?

At the moment we do not sell samples or testers.

Where is your shop?

We do not have a physical store. We are an online shop.

Is there a minimum order?

No, we do not apply minimum orders on our website.

Do you provide gift wrapping?

Unfortunately we do not have a gift wrapping service at the moment.

Prices

Do you charge for transport?

We charge a small fee of 3.00 Euro for local orders below 25.00 Euro. If your cart is above 25.00 euro, shipping is free of charge in Malta and Gozo. For EU orders, a flat fee of 5.00 Euro applies to all orders. All our prices include VAT.

Do your products have excise duties?

Yes, almost all our products carry excise duties in Malta. We are qualified to process customs release and we will take care of this on your behalf without any additional costs. Please note that we are not responsible for tax or duty which may be applicable in other EU countries.

Payments

What are the payment methods?

We accept Credit cards (Visa, Mastercard, Revolut etc.), Paypal and Cash on Delivery (Malta only).

Will you issue a receipt?

Yes, of course. You will receive a receipt on your email.

Shipments & Deliveries

What are the delivery times?

Delivery time for most orders to Malta and Gozo is 1-2 days from when the payment is received into our account. EU shippings may take up to 15-20 days.

Where do you deliver?

We deliver to all addresses in Malta and Gozo. Our delivery times are from Monday to Friday between 8:00am and 5:00pm. EU orders are processed via Maltapost as registered and traceable parcels.

Can you ship to a different address than the one I registered?

Yes, we can. You will be able to enter the new delivery address before checkout.

Is it possible to check the status of my order?

Yes, a tracking number will be provided on the following working day after you place your order. You will be able to check the updates online.

What if I am not at home at time of delivery?

Deliveries to Malta: If you are not available when the order is delivered, it will be returned to our warehouse. You can collect it from Monday to Friday at Venus Distribution Malta, Triq ix-xatt, Pietà (opening hours: 9:00am – 5:30pm). Goods will be kept for 7 days.

Deliveries to EU: please visit section 11 of the Terms and Condition.

Registration and use of personal data

Is it mandatory to register?

No, you may place an order without registration. However, we highly recommended that you register your profile in order to receive our periodic updates and benefit from our special offers. Registration is easy and your details will be stored for your next order.

How do you treat my personal data?

All personal data is stored accordingly to GDPR. You may view our Privacy policy here.

Returns and Cancellations

Can I return or cancel an order?

You have 14 days to cancel and return your order if it is unused and sealed in its original packaging. We will not accept returns for products which have been opened. Return and cancellation policy can be viewed on our terms and conditions.

Contacts

How can I contact you?

If you are unable to find the answer here, please contact our customer service representatives using the contact form or by sending us an e-mail to info@www.venusmalta.com