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Delivery & Returns


Delivery Costs & Times


Christmas Deliveries (All orders to be delivered in December):

During checkout you will be able to select our 'December Delivery' option. Please choose this option if you would like your gift delivered to the recipient/s for Christmas.

Please note during December we do not allow dated delivery requests due to the large volume of orders we process and deliver over this period. All gifts are processed in the order they are received, and delivery is effected as efficiently as possible by our team.

Our deliveries are scheduled in to carefully planned routes to ensure we can deliver as efficiently as possible during this time. When placing your order you will be asked to provide us with information whether your gift/s are for home or businesses as well as the contact number for the recipient/s. This information helps us schedule in your delivery as well as reach out to the recipient if needed to complete the delivery.

We do our very best to ensure all gifts are delivered safely and in a timely manner. We encourage our customers to place their order at their earlierst convenience to ensure we can deliver effectively.

 

Standard Delivery (Only available January to November):

To Malta: 
Free Standard Delivery applies to all our Hampers. For all other products, Free Standard Delivery applies to orders over €35.00 - If your order is below €35.00 a flat delivery fee of €5.00 will be applied to your shopping cart during checkout. Deliveries to Malta are processed and delivered at our next availability, which is usually within 1-3 working days, excluding public holidays. This may be longer during busy periods.

To Gozo:
For orders over €35.00 a flat delivery charge of €5 applies - If your order is below €35.00 the delivery charge is €9.00. Gozo Deliveries are processed and delivered at our next availability, which is usually within 3-5 working days, excluding public holidays. This may be longer during busy periods.

 

Deliver on Specified Date (Only available January to November):

If you require delivery on an exact date, this option is available at checkout, at an additional cost of €5.00

Deliver on Specified Date only allows selection between January and November, for orders delivered on mainland Malta. It does not apply on orders to Christmas orders, orders to Gozo or international orders.

We also let you suggest a time window. This is to help our delivery team effect successful delivery however it is not a guarantee that we will deliver at that exact time. Due to delivery routes and volume of orders we may attempt an earlier/later delivery on that same day.


International Delivery:
We offer international delivery by quote. Should you wish to order any of our items and have them delivered internationally please contact us on online@clelandsouchet.com so that we can quote you the shipping costs prior to making your purchase.

International deliveries are sent by local reputable couriers, such as UPS and DHL. Please note that different countries, especially outside of the EU, may have different handling and delivery laws, as well as possible additional duty charges and/or additional return costs for unsuccessful deliveries. We are not responsible for the successful delivery of international orders, and are only responsible for the safe collection or delivery of your parcel to the local couriers premises. It is up to the customer to ensure that the delivery information is correctly provided, and agrees that any additional fees or charges due are their responsibility.


Collect from Store:
You may also opt to collect your purchase from our store at Block 14, Portomaso, St. Julians, STJ4013 Malta. Collection is free and the processing time for your order being ready for pickup is usually after 1 full working day from when you placed the order (excluding Sundays and public holidays). We recommend calling us before you come to collect to ensure your order is ready and waiting for you.

Event Tickets:
We do not deliver event tickets. After your purchase you will receive a confirmation email with the details of your order and tickets purchased.

Any tickets you purchase for physical events will be held for you at the entrance to the event. Please make sure you bring a copy of your order confirmation with you to the event (printed or on your phone), to be allowed entrance.

For online events, after placing your order we will contact you directly by email/phone to provide you the full details of how to join the online event.

Additional Notes:
We do not deliver on public holidays.

We can only honor our customer's request to deliver on a specified date if they specifically choose that option while placing their order.

If the product/s you are purchasing are marked as 'pre-order', the delivery times of these may vary as we will first need to source the product/s for you, and deliver once in stock. Please do not select the 'deliver on specified date' option for pre-order items, as we will not be able to fulfill your order and would not be able to refund you the additional delivery cost.

We do our utmost to fulfill delivery to your specified requirements and to our best abilities. If a situation beyond our control inhibits the immediate delivery, or the delivery on a particular date selected, then we will attempt to deliver at the next available time.

We retain the right to change our delivery costs, and the structure of charges, at any time in the future.


Out Of Stock / Replacements


Hampers:

In the event of supply shortages, we reserve the right to substitute products with others of equal or higher value.

All Other Products:
In the unlikely event that the item/s you order are not currently in stock, we will contact you to see if you would rather change the order to a similar item, wait for the items to be available, or cancel the order and receive a full refund.


Damaged During Transit


We use our own delivery couriers to ensure that our products arrive to you or the recipient safe and sound. However, if you believe an item has been damaged in transit, please inform us within 24 hours of delivery time by contacting us on info@clelandsouchet.com or call on +356 21 389898 (Monday-Saturday 9.00am-5.00pm, excluding public holidays). Failure to report any damage within the specified time-frame means you have accepted the state of the delivered product/s.


Returns Policy


Jewellery & Homeware:

If after receiving the product/s you are unhappy with your purchase, you must inform us in writing to online@clelandsouchet.com within 48 hours of receiving the item, so that we can discuss the issue and find an amicable solution. If we accept that the reason of return is valid, you can then return the product/s in their original condition within 14 days of our instruction.

For all returns, we would ask you as far as possible to return the goods in their original packaging (if any).

For all products bought locally, returns are to be brought directly to our shop at Block 14, Portomaso, St. Julians, STJ4013 Malta, and will be replaced at the same time.

For all products bought internationally, we will instruct you how best to return the item.

Event Tickets:
We cannot offer cash or credit refunds for our event tickets. If after purchasing tickets your plans change and you are unable to attend the event, you can pass your tickets onto someone else and they will be able to attend in your place. To do this simply send them the confirmation email that you received from us, and they can present it at the door.


Hampers & Wines:
We cannot accept returns for consumable items, including but not limited to, food hampers, fine foods and wines.