FAQs

If you're looking to speak to our experts or find out about your online order, you can get in touch with us by choosing one of the options below.

Contact a Butlers Malta shop

For enquiries not related to online orders you can contact your local Butlers Malta outlet by phone or email. You can find contact details for all our outlets using our Shop Locator.

Contact our Customer Support Team

You can contact our Customer Support Team by email , by phone or by mail.

Email: customercare@butlers.com.mt

Phone: +356 21691534

Customer Support Postal Address: Miller House, Triq L-Esportaturi, Zone 2, Central Business District Birkirkara, CBD 2040

Is delivery free?

butlers.com.mt is currently offering free delivery (to the ground floor only) to Malta & Gozo on orders over €50. A Delivery Free of €10 if the order is less than €50. 

The items you order will be delivered as soon as they become available and therefore may arrive separately as per the delivery timeframe indicated. If you would like to receive the order all at the same time kindly select ‘Deliver when all items are available at checkout.

Do you deliver worldwide?

We are currently delivering only to Malta & Gozo. 

Where is my order?

You can track your order via the order history section of My Account. From My Orders you can check the status of your order. 

Can I change the delivery address for my order? Yes, you can change the delivery address for your order. Kindly send an email to our Customer Support Team customercare@butlers.com.mt together with your order number.

How long will my order take to be delivered?

In stock items are usually delivered within 2-4 working days. Non-stock items are usually delivered within 10-15 working days. Pre-orders will be delivered as soon as we receive the item.

If an item is currently unavailable at our supplier, we will endeavor to source it as quickly as possible. We will update your order history with the latest information if the information is available.

Can I collect the item from you?

Buy your item on butlersmalta.com and collect it from your local Butlers outlet, by clicking on Collect from Shop and select your preferred shop from the list.

You will receive a confirmation notification that the shop has received your order so please do not go to the shop until you have received this notification.

How do I pay for my order?

We accept payments made with the following credit cards: VISA, MasterCard, AMEX, VISA Debit, VISA Delta, Maestro, Electron. We are also happy to accept PayPal. Unfortunately, we are unable to accept Revolut. 

If I buy an item as a gift will the receiver see the price?

We do not send any invoices with the orders and price information is not included with the Delivery Note.

Promotional Terms and Conditions

Please note:

* Prices exclude delivery (to ground floor only) charge (if order is below €50)

* Promotions apply to listed items only, which are subject to change and availability

* We reserve the right to withdraw a promotion at any time

* On 3 for 2 promotions (and other multi-buy offers), the lowest priced title will always be the 'free' item

If you choose to purchase a product from a multi-buy offer, but do not purchase enough products to qualify for the special discount, the product will be charged at the normal price.  

Can I cancel my order?

If your order has not yet been delivered, you can request a cancellation by contacting our Customer Care Team on email customercare@butlers.com.mt

If you have received notification that the order is out for delivery, kindly call our Customer Care Team for assistance.

How can I return an item?

You can return any item to us within 14 days of receiving your order. If you want to return a product, we'll complete a refund for you once we receive it back at the warehouse. We need to know the order number that your return is related to and whether the item was received as a gift.

All returned items should be returned in their original condition. In the unlikely event that an item is in an unsaleable condition, we will not accept the return.

You can drop off your return at any one of our shops or at our office in Mriehel.

If you would prefer to exchange the item with another item, please contact us via email at customercare@butlers.com.mt before returning the product with the Name/ISBN number of the item/s that you would like to replace it with. We will prepare the replacement order for you to collect when you drop off the return at your preferred Butlers Shop or at our office in Mriehel. Website Returns cannot be exchanged with products from our outlets.

If you prefer not to exchange the item, and you return your order within 14 days of receiving it, a full refund will be issued to your original payment method. You can expect to receive your refund within 30 working days.

What do I do if I have received a damaged or the wrong item?

If upon inspection your order contains a damaged product or you receive an incorrect item, please contact us before returning the item. To ensure a speedy resolution please enclose the following:

* Your order number/email address registered with butlers.com.mt if different from the one used to contact us.

* Images of the damaged item(s). Images must depict the damage caused. The images you send must also include the packaging the items arrived in including the delivery note.

* ISBN/EAN of the incorrectly received item(s)

If we request you to return your item, please do so within 14 days of receipt. You can return it to any Butlers outlet in Malta or to our office in Mriehel.

How do I return a gift?

You can return a gifted item to us within 14 days of receiving your item. We will provide you with a Credit Note with the amount of the gifted item. We need to know the delivery order number that your return is related to.

All returned items should be returned in their original condition. In the unlikely event that an item is returned to us in an unsaleable condition, we may deliver it back to you.

You can drop off your return at any one of our shops or at our office in Mriehel.

If you would prefer to exchange the item with another product, please contact us via email at customercare@butlers.com.mt before returning the item with the Name/ISBN number of the item/s that you would like to replace it with. We will prepare the replacement order for you to collect when you drop off the return at your preferred Butlers shop or at our office in Mriehel.

If you prefer not to exchange the product, and you need to return your order within 14 days of receiving it, We will provide you with a Credit Note with the amount of the gifted item. You can expect to receive your credit within 30 working days.

Why has my order been cancelled?

Occasionally, a supplier informs us that an item is no longer available. This could be due to a product going out of stock. Before we cancel an order, we will make every effort to contact you to advise which items from your order have to be cancelled.

I have lost my password, how do I reset it?

If you have lost your password, please go to the Login page, and follow these steps:

* Next to the Sign in option please click on "Forgot password?"

* On the next page please enter your email address and the relevant security verification characters and select Submit.

* Once completed a reset password email will be sent with instructions on how to reset your password

If you no longer have access to your e-mail address, you will have to set up a new account entirely.

Please note that resetting your password will not affect any of your existing orders.

Credit Card Security

Butlers.com.mt takes your security very seriously. We process orders with an SSL Secure Commerce Server, which utilizes military-grade encryption to protect your credit card information. All credit card information is encoded with strong encryption before storage.

To further respect and protect your privacy, butlers.com.mt does not release your credit card information or mailing address to any outside organizations.

Suspicious Emails

If you receive an email that claims to be from Butlers Malta yet seems suspicious, please do not click on any links or open any attachments in the message. Delete the email, or please contact our Customer Care Team if you are unsure.

You can often recognise a suspicious email by:

* the sender's email address not being an butlers.com.mt address.

* if it is asking you to provide your account or payment details.

* if the links in the email don't lead to butlers.com.mt 

Problems with Payment

If you experience any payment problems when placing an order on butlers.com.mt we would recommend that you try to resubmit your payment details. If your payment still fails, please contact your card issuer to ensure there are no problems with your account before contacting our Customer Care Team.