Returns Policy

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DELIVERY & RETURNS POLICY


Delivery policy:

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.


We currently do not offer delivery service directly 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.


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 has not arrived within 5 working days after receipt of delivery email notification, please contact our support team at sonya@ekw.mt


Collection option:


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). We accept all major credit and debit cards (Mastercard, Visa, Solo, Maestro, Visa Electron and Revolut).


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.


Order cancellation / change:


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.


Delivery Cost:


Cost of delivery is fixed at a flat rate of €7.50 inclusive of VAT up to 20 kgs, throughout the island of Malta.


Returns 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 Parcel & Postage (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, we will ensure any Parcel & Postage 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

(Directions: on the main road past Farsons direct, Mriehel)


Returns Procedures:


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


• your order reference number
• what you have received wrongly


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.


Wrong size or colour ordered: If you ordered the wrong size or colour, please let us know which size / colour you need, and we will happily arrange an exchange as per returns policy. 

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


• your order reference number
• Indicate the exact garment damaged /faulty
• a description of the damage


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.


Missing item/s received: 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:


• your order reference number
• missing item(s)


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.


Refunds:

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.


Changes to this Privacy Policy


We reserve the right to make change to this Privacy Policy. Last modification was made on 7th July 2020.