FAQ

How long will my parcel take to reach me via Malta Post?
Outside of Back to School time, your order is picked and packed the same day Mondays to Fridays. Malta Post should then reach you within 2-3 working days. During our busy times these lead times increase considerably and may be up to 5-10 working days depending on whether items are in stock so order early to avoid disappointment.

Can I arrange a personal uniform fitting for my son/daughter?
Yes indeed! We offer a personal fitting service at our distribution centre at Eagle K-wear Co Ltd (EKW), Zone 2, Triq L-Imdina, Central Business District, B’Kara, Malta CBD 2010 (location on the main road past Farsons direct, Mriehel) in a comfortable custom-built fitting room. Fittings are available from 9.00am - 4.00pm weekdays only. 


Can I order via the telephone?
We are currently unable to process orders over the phone so you will need to buy online or pop in and see us in Eagle K-wear Co Ltd (EKW), Zone 2, Triq L-Imdina, Central Business District, B’Kara, Malta CBD 2010 (location on the main road past Farsons direct, Mriehel) Monday to Friday from 9.00am till 4.00pm

Do you deliver to my child’s school as well as to a home address?
We currently do not offer delivery service to schools, however depending on demand we may opt to reconsider in the future. You can choose whether you would like us to deliver to your billing address OR a different residential address when you are at the checkout. You may also opt to collect your order from our distribution centre in Mriehel from Monday to Friday 9.00am till 4.00pm. Payment could be made during the online order process or else we offer payment on collection. (card or cash)

What is your return policy?
If you are not completely satisfied with your purchase, simply return the item or items to us IN THEIR ORIGINAL CONDITION AND IN THEIR ORIGINAL PACKAGING WITHIN 30 DAYS OF RECEIPT. Garments must be unworn and unwashed. No names must be written on the garments. A copy of the fiscal receipt needs to be presented with returns / exchange. We will issue a full refund excluding the original delivery charge (unless the fault is down to us) on receipt or exchange the item for a different size or colour. PLEASE NOTE: If returned via Malta Post or another service, the cost of returning the item to us is your responsibility.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods or get proof of delivery from your post office. The parcel can take up to 2- 3 working days to be returned to our warehouse unless sent via special delivery. Please allow 3-5 working days for your return to be checked in and processed.

REFUND - we will refund the full cost of the item(s) returned, excluding P&P (unless you've been sent the wrong/faulty item).

WRONG /FAULTY ITEM - we're sorry if you were sent a faulty or wrong item. We will contact you to confirm details and send you the correct item(s). If we have sent the wrong or faulty item, will ensure any P&P costs are refunded if despatched via Malta Post.

The Address to return your goods to is as follows:

Eagle K-wear Co Ltd (EKW), Zone 2, Triq L-Imdina, Central Business District, B’Kara, Malta CBD 2010 (Direction: on the main road past Farsons direct, Mriehel)

 

How can I pay for my order?

We accept all major credit and debit cards (Mastercard, Visa, Solo, Maestro, Visa Electron and Revolut). If you are collecting your order from us you can also pay by cash, or card on collection.

 

How do I change or cancel my order?

We aim to send your orders out as quick as possible, so unfortunately, we cannot guarantee that we will be able to change or cancel your order once it has been placed.

If you do wish to change or cancel your order, please email us at sonya@ekw.mt

and we will do our best to accommodate your request

 

I purchased the wrong size: Can I exchange it for another size?

Not a problem, please let us know which size you need, and we will happily arrange an exchange.

 

I received the wrong item. What do I need to do?

If you receive the wrong item/items, please contact us immediately at  sonya@ekw.mt with the following information:

Please do not return any wrong items until advised to do so by a member of our support team. We will work with you to offer a refund or exchange as quickly as possible.

All claims for wrong items must be made within 7 days of the delivery date.

 

One or more of the items in my order are damaged

If you receive a faulty item, please contact us immediately at sonya@ekw.mt with the following information:

If your parcel has been delivered and is already damaged upon delivery, please keep photographic evidence of how the parcel arrived.

Please do not return any damaged goods until advised to do so by a member of our support team.

Once proof of damage has been verified by a member of our team, we will work with you to offer a refund or exchange as quickly as possible.

All claims for faulty items must be made within 7 days of the delivery date.

 

Something is missing from my order

We may have removed the item from your order due to it being out of stock, so please check your email as we will have notified you.

Your order may also have been sent in separate parcels; however, you will be notified via email if this is the case.

If you haven’t received an email notification about any changes to your order, but you’re still missing an item, please contact us immediately at sonya@ekw.mt with the following information:

Our support team will investigate the matter and will resolve the issue for you as quickly as possible.

All claims for missing items must be made within 7 days of the delivery date.

 

How will I know when my order has been delivered?

For collection from our Delivery Centre in Mriehel:
You will receive an email notification once your order is ready to collect from our Delivery Centre.

For postal deliveries:
If your parcel has not arrived within 5 working days, please contact our support team at sonya@ekw.mt

 

What if I am not home to receive my delivery?

If you are not at home when your parcel is due to be delivered, you will receive a postal notice informing you that nobody was home to receive the parcel. Malta Post will only attempt once to deliver. The postal notice will give you instructions from where you need to collect parcel.

If your parcel hasn’t arrived within 5 working days, please contact our support team at sonya@ekw.mt

 

When will I receive my refund?

Depending on the method used to return your item(s), it can take up to 10 working days for your refund to be processed by our returns team.

We will notify via email once your refund has been processed.