Shipping policy

Matthew Bartolo, trading as PleasureMalta
Flat 2, 10 Triq il-Qolla, Ħaż-Żebbuġ ZBG 1511, Malta
VAT: MT17644203

Last updated: 5 August 2026

Thank you for shopping with PleasureMalta. This Shipping Policy explains how and when your order will reach you, what it costs, and what to do if something goes wrong. By placing an order with us, you agree to the terms below.

1. Order Processing and Dispatch

  • Orders placed before 15:30 (Malta time) on a working day are dispatched the same day.
  • Orders placed after 15:30, on weekends, or on Maltese public holidays are dispatched on the next working day.
  • Working days are Monday to Friday, excluding Maltese public holidays.
  • You will receive a confirmation email when your order is placed and a second email once it has been dispatched.

2. Delivery Areas

We deliver to the following regions:

  • Malta (all localities), multiple service options, see rates below
  • Gozo, same rates as Malta
  • Rest of World, flat-rate international shipping available

We also offer local pickup from our fulfilment location in Żebbuġ, Malta.

3. Delivery Times

Delivery times are estimates and begin from the date of dispatch, not the date of order.

Destination Estimated delivery time
Malta (tracked post / standard post) 1 working day
Gozo 1 to 2 working days
Local pickup (Żebbuġ) Ready same day if ordered before 15:30
Courier (arranged via WhatsApp) Same day or next working day
Rest of World 7 to 14 working days, depending on destination

Estimates may be extended during peak periods (Christmas, Valentine's Day, Black Friday) or in the event of carrier delays, adverse weather, or customs clearance for international shipments.

In any event, and in line with EU Directive 2011/83/EU, we will deliver your goods without undue delay and no later than 30 days from the day the contract is concluded, unless we have agreed a different time with you. If we fail to deliver within that period, you may ask us to deliver within an additional reasonable period, and if we still fail to do so you may cancel the order and receive a full refund.

4. Shipping Rates

Domestic (Malta and Gozo)

Service Weight Rate
Tracked post (MaltaPost), recommended 0 to 0.599 kg €4.50
Tracked post (MaltaPost), recommended 0.6 kg and up €6.50
Standard post (MaltaPost) 0.05 to 0.099 kg €0.95
Local pickup (Żebbuġ) — €4.00
Courier (arrange via WhatsApp) — €10.00

The applicable rate is calculated automatically at checkout based on the weight of your order. Tracked post is our recommended option for most orders, as it offers full tracking and the fastest reliable delivery.

International (Rest of World)

Service Rate
Standard international €18.00

All shipping costs are shown at checkout before you complete payment. Prices displayed on product pages exclude delivery unless stated otherwise.

5. Delivery Options, Carriers and Tracking

  • Tracked post (MaltaPost), recommended. Fully tracked, with a tracking number provided in your dispatch confirmation email. Track your parcel on the MaltaPost website.
  • Standard post (MaltaPost). Lower-cost option for small, lightweight items. Not tracked.
  • Local pickup. Collect your order in person from our fulfilment location in Żebbuġ. We will notify you by email when your order is ready for collection.
  • Courier delivery. For same-day or urgent delivery within Malta, message us on WhatsApp before or after placing your order so we can arrange a suitable time window.
  • International. Shipped via MaltaPost or a partner carrier, depending on destination.

6. Discreet Packaging

Your privacy matters to us. All orders are sent in plain, unbranded packaging. There is no reference to PleasureMalta, the nature of the products, or any imagery on the exterior of the parcel. The sender name on the label appears as a neutral shipping reference.

7. Delivery Attempts and Uncollected Parcels

  • If no one is available to accept delivery, MaltaPost will leave a notification card with instructions for collection from your nearest branch.
  • Parcels are typically held at MaltaPost for a limited period (usually 10 to 14 days) before being returned to us.
  • If a parcel is returned to us as uncollected, we will contact you. Redelivery will incur an additional shipping charge equal to the original delivery cost.
  • If you choose to cancel rather than have the parcel redelivered, we will refund the order value. Where you are exercising your right of withdrawal, we will refund the standard outbound delivery cost as well, in line with our Returns and Refunds Policy.

8. Incorrect or Incomplete Addresses

It is your responsibility to provide an accurate and complete delivery address at checkout. We cannot be held responsible for parcels delayed due to incorrect information you supply. If a parcel is returned to us due to an address error, redelivery will be chargeable.

9. Lost, Delayed, or Damaged Parcels

  • Risk in the goods passes to you when you (or a carrier you appointed yourself) take physical possession of them. Until then, loss or damage in transit is our responsibility.
  • If your order has not arrived within 7 working days of dispatch (within Malta), please contact us and we will open an investigation with MaltaPost.
  • If your parcel arrives damaged, please photograph the packaging and contents before disposing of anything and contact us as soon as you reasonably can.
  • Depending on the outcome of the carrier investigation, we will arrange a replacement, reshipment, or refund. Your statutory rights are not affected.

10. International Orders, Customs and Duties

  • International customers outside the EU are responsible for any customs duties, import taxes, or handling fees levied by the destination country.
  • These charges are determined by local authorities and are not included in the price paid at checkout.
  • If an international parcel is refused at customs or returned to us as undeliverable, we will refund the order value minus shipping and any return-carriage costs.
  • Please check that the products you order may lawfully be imported into your country before ordering.

11. Changes to an Order

If you need to change the delivery address or cancel an order, please contact us as soon as possible. We can usually accommodate changes before an order is dispatched, but once it has entered the MaltaPost network we are unable to intercept it.

12. Returns

This Shipping Policy covers outbound delivery. For information on returning an item, cancelling an order, or the model withdrawal form, please see our Returns and Refunds Policy.

13. Contact Us

This policy is issued by Matthew Bartolo, trading as PleasureMalta, and is governed by the laws of Malta, in accordance with EU consumer protection legislation including Directive 2011/83/EU on consumer rights.

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