FAQS

HOW DO I MAKE A PURCHASE?

To make a purchase through the THE DRESSING ROOM online store, simply select the relevant product, including size and colour if relevant and click ‘Add to Cart’. The cart icon on the top right of the screen will update to display the product selected. You can elect to complete your purchase, by clicking this icon and proceeding to the checkout by clicking ‘Checkout’, or continue shopping to add more items to your cart. Once you proceed to ‘Checkout’, there are simple prompts to guide you through the purchase process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store. If you have any issues or require further guidance with this process, please contact us on instagram or our facebook page.


LOCAL SHIPPING?

Standard shipping fee of €4.50 for Malta and €5.00 for Gozo

Delivery time for local orders in 1- 3 days from order.

Packages are sent by a courier from a third party. Our courier will call you beforehand. 

 

HOW DO I RETURN AN ITEM?

An item must be returned to the shop either pysically or by registered post addresed to 'The Dressing Room, Triq il-Buzjett, Naxxar' for an exchange or refund excluding delivery charge.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept payment by Visa, Mastercard, American Express and Paypal.


IS IT SAFE TO USE MY CREDIT CARD THROUGH THE ONLINE STORE?

All transactions placed through the THE DRESSING ROOM online store are processed through Shopify Payments, which is a validated Level 1 PCI DSS Compliant service provider. This system ensures fraud protection measures are maintained & cardholder data is secure & encrypted for buyer security.

IN WHAT PACKAGING WILL MY PURCHASE BE DELIVERED?

All packages will arrive in a well protected sealed casing. 

Order Tracking

Once your order is packed and leaves our store, you will receive an email confirming that your order has been dispatched and picked up by an ecabs courier and will be delivered in 1-3 days.

Additional Information

Above delivery times can change depending on the time of the year, holiday periods, weekends and severe weather.  We are not responsible for lost or stolen packages or packages delayed in transit.

 DO I COVER THE SHIPPING FEES IN THE RETURN PROCESS?

THE DRESSING ROOM is not responsible for return shipping costs (other than faulty items) for the exchange of 'change of mind' items. It is the responsibility of the customer to cover shipping costs to dispatch their updated order upon exchange of goods.

RETURNS

Our policy lasts 15 days. If 15 days have gone by since the delivery date of your purchase, unfortunately, we can’t offer you an exchange or store credit. To be eligible for a return, the item must be unused, unworn and in the same condition that you received it. It must also be in the original packaging. 

If 15 days have elapsed and the buyer does not inform us of return or doesn't return the items in time,we will not allow any exchanges to take place. 

Returns can either be sent to us by post at the customers cost, or they can be returned directly to our shop in person for an exchange or credit valid for 60 days. MONEY WILL NOT BE REFUNDED unless item is damaged or defective upon reception.

Non-returnable items: 

 - Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

- Any item that is returned more than 15 days after delivery. 


For returns, kindly contact us, on thedressingroommalta@gmail.com 

You can also write to us on our facebook page or Instagram for a faster reply.


FAULTY PRODUCTS:

We will offer a refund only if the item:

  • Has a genuine manufacturing fault; and/or,
  • Does not correspond with descriptions given to you.

Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.

If your preference is an exchange of product, but we do not hold stock of the same type or size, we are able to offer you a refund or a store credit to the value of the original purchase price of the garment.

You are entitled to:

  • A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; or
  • Have the goods repaired or replaced if the goods fail to be of acceptable quality and the fault does not amount to a major failure.

A faulty item claim must be made within a reasonable time of receiving the goods within 15 days. For faulty garments, please email your contact details with a description of the fault to contact us at thedressingroommalta@gmail.com

Photographs of the fault are also welcomed. Please include your original invoice number along with any photographs. We aim to respond to your email within 4 business days.

If a fault does not amount to major failure in the garment, we are entitled to elect between providing you with a repair, replacement or other remedy.

Should you seek compensation, you must provide documentary evidence of the alleged issues/fault with the product.

Wrong Size or Change of Mind

Subject to compliance with the above time frames for returns, we will offer a store credit for a change of mind or for incorrect sizing if:

  • The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.
  • The garment has not been damaged whilst in the customer's possession or during delivery.
  • The customer has proof of the garment purchase.
  • The original labels and swing tags are attached to garment.
  • Note: ‘damage’ may include the presence of any fake tan, make up or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other product and odours on the garment.

    Other Conditions for Returns

    The goods must be returned to the address at the top of this page and be received by us before we are able to issue you a refund or a store credit.

    We are unable to process returns and store credits until your item is received and has been inspected by us.

    The cost of return shipping is at the customer's expense for any return due to a change of mind or wrong size.

    We do not refund or add credit for cost of return postage. We inspect all return items upon receipt. Unless the product is faulty, if your returned goods are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the stipulated time frame, we will notify you of this assessment and the goods will be returned to you.

    We do not accept responsibility for items that are lost or damaged by your courier when being returned to us. We recommend you keep a copy of your couriers tracking number for your follow up.

    Other than faulty goods, once we receive your return and subject to the conditions above, we will issue you a store credit covering the cost of the item, excluding the shipping charges.

    We aim to process your return and send your credit note within 5 working days of receiving and inspecting your returned item.

    Unless the Dressing Room items are faulty:

    • We do not offer refunds.  If you have returned your product due to a change of mind or incorrect sizing, you can purchase the product in your required size (or other product) using your store credit which is valid for 30 days.
    • We cannot hold items for exchange while we wait for your item to be returned.
    • For health reasons and personal hygiene, swimwear, jewellery (earrings), accessories are not eligible for return.

    Late or missing refunds (if applicable) 

    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at thedressingroommalta@gmail.com

     

    Gifts 

    Gift vouchers cannot be exchanged for cash.

    Shipping 

    To return your product, you should contact us first, either via email or on our facebook page.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

    Can I change my size or cancel my order after it has been placed?

    Please email our customer care team as soon as possible! Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied.

    Nevertheless, we will do our very best to try and accommodate your request. 


    I accidentally entered the incorrect shipping address - can you change it for me?

    Please contact us immediately with your correct address. If your order has not yet been shipped we may be able to amend your shipping label accordingly, however, if your order has already been packed and/or dispatched then we sadly cannot make any changes for you.

    I forgot to enter my store credit code! Can you apply it for me?

    Once your order has been processed, we unfortunately cannot apply your store credit or refund you a partial amount. Please ensure that your code has been successfully applied at the checkout prior to placing your order by entering into the discount code field at checkout and clicking apply.

    When do you restock items?

    We have restocks landing daily, however we do not have a specific timeframe for when items will be restocked. Please be sure to subscribe to the back in stock notification on any items you are interested in so you can be first to know when they make a comeback online!

    Do you offer pre-order?

    Unfortunately, at this stage we do not offer pre-order on our products.

    What sizing are your items in?

    Due to the different brands that we use, sizing can vary. They either come in a Small, Medium or Large with an S usually being a size 8, M being a size 10 and L being a size 12/14. Other Brands are sized as size UK 8, 10, 12 & 14. Sizes may vary and colours may vary slightly from the photo on our site.

    Please note that as we stock a variety of clothes from different suppliers, our garments will not be exact to our size guide. Sizing may also depend on style, material and fit.

     HOW DO I CONTACT YOU?

    Email address: thedressingroommalta@gmail.com

    Contact number: +35699988333 or +35699715879

    Shop details:The Dressing Room, Triq Il-Buzjett, Naxxar, Malta

     

    WHY HAVEN’T I RECEIVED A RESPONSE FROM YOU?

    Our business hours are Monday to Friday 10am to 1pm and 4pm to 7pm and on Saturdays from 10am to 3pm. We endeavor to reply to all emails within 48 hours and apologise for any delayed responses out of this time frame.

    Please kindly note that if follow up emails are sent before receiving our response, this will unfortunately push your request to the back of our queue.

     

    NEED MORE HELP?

    Please feel free to contact us with any questions. Email us at thedressingroommalta@gmail.com or contact us on our facebook and instagram page

    Customer Service Hours -  Monday–Friday 10am–7pm and Saturday from 10am to 3pm