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Frequently Asked Questions

What is your returns policy?


If you’re not happy with your item(s), you can return them for a full refund within 15 days of receipt*. Items must be in their original packaging in new/saleable condition, and you must have your receipt and/or delivery documents as proof of purchase. Rather than having to return the products yourself, Etail offers the service of collecting items for returns at no additional cost.


*For more information, please see our returns policy found in the Terms and Conditions document found on our website.

What payment methods can I use?

We accept the following payment methods:
On delivery:

  • Cash

Online payments: 

  • All VISA cards
  • All MASTERCARD cards
  • Local BOV cards
  • Local HSBC cards

What should I do if my credit/debit card is refused when placing an order?


If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.


What is my three-digit security code?


Your three-digit security code can be found on the reverse of your credit/debit card, generally on the signature strip. Also known as a Card Security Code (CSC), or Card Verification Value (CVV), you are asked to disclose it when making online or telephone purchases to prove card verification and help prevent credit/debit card fraud.


Will I receive a confirmation after placing an order?


We will send you an email and SMS confirming that your order has been placed. We will also send you an email once your payment has been processed. Furthermore, we will send you an SMS once your order has been dispatched.


What are your delivery charges?


We deliver to any address in Malta and Gozo free of charge. We aim to deliver the products within the next business day of receiving your order.


What happens if I’m out when you deliver?


If you’re not at home, the courier will post a note in your letter box giving you details of how to arrange a new delivery date.  


Can I have my product(s) delivered to an address other than my home address?


Yes, as long as it’s an address within Malta or Gozo we’ll deliver it there.


Do you deliver on Saturday?


Yes but only between 0700 and 1300 hours.


Can I track my order?


Yes, you can track your order by logging into your account. Just click on the order you’d like to track to view the status of each item.


Can I amend my order?


You can amend your order any time before you check-out. However if you have already placed your order, you must inform us immediately by contacting our support service on support@ooii.com.mt or on our freephone** number (+356) 8007 4117.


Can I cancel my order?


In order to cancel your order, you must inform us immediately by contacting our support service on support@ooii.com.mt or on our freephone** number (+356) 8007 4117.


My goods have arrived faulty, how do I get a refund?


You will receive a full refund on any faulty items. However you should note that our carrier requires immediate notice to be given of any loss or damage to goods and you should inspect the goods upon receipt and report any loss or damage to the carrier immediately. In respect of any damage to goods reported to us after delivery we shall require proof from you that the goods were damaged before receipt by you. Please contact our support service on support@ooii.com.mt or on our freephone** number (+356) 8007 4117 and they will inform you about the pickup service we offer.


When do I get my refund?


Once we have received your product(s), the refund will be processed immediately. Please allow at least 3 working days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment.


I have forgotten my password - how do I log in?

If you have forgotten your password, click on the link ‘Forgot your password? Click here’ found on the Log in page. You will be asked to enter the email address you opened the account with. You will then receive an email with instructions on how to reset your password. If you are still experiencing problems, please contact us on support@ooii.com.mt or on our freephone** number (+356) 8007 4117.


How do I change my personal details?


To change any of your personal details – name, contact details, email address, password – just log in to My Account and you will be able to enter your new details here.


When I registered I think I entered my email address incorrectly – how do I log back into my account to check my delivery progress?


We send out a confirmation email to anybody registering for the first time. If you did not receive this there is a chance you entered your email address incorrectly. Contact Us to find your account details and to correct your email address.

How do I unsubscribe?

If you would like to deactivate your account please send an email to support@ooii.com.mt specifying your email address
Do I have to order online?


No you can also order through our 24/7 telemarketing service. Just call us on our freephone** number (+356) 8007 4117 and we will process your order accordingly.


I bought a product at its full price but the day after it was on sale – can I get the difference refunded?


No. Once an item has been ordered the price is fixed.


I bought two items as part of a ‘buy one get one half price’ offer – if I want to return one of the items how much will I be refunded?


For a full refund you will need to return both items. If you only return one item, you will be charged full price for the item you keep.
If you have any problems/issues when placing an order please contact our Customer Care team on our freephone** number (+356) 8007 4117 or email address support@ooii.com.mt.

 

 

**Kindly note that all incoming calls from landlines are free of charge however some charges may apply for incoming calls from mobiles.

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