FAQs (Frequently Asked Questions)
1. How do I pay for my order?
When submitting your order online through our website you have the option of paying for your order online during the checkout process. Any credit card data and associated sensitive transaction information (other than order details) submitted on our website is not accessible by us nor is it stored on our servers. With a view to keeping your information secure and confidential at all times, our website uses secure encryption technology to ensure that your credit card information is encrypted before being transmitted over the internet to our payment platform, for further processing.
You can alternatively elect to pay for your order upon collection from our retail outlet Faber-Castell | the concept, located at Oscar Zammit Street, Msida (50m down from Junior College).
Please note that there will be no additional or hidden fees involved for the preparation/assembling of your school pack/s.
2. How long will it take for my order to be ready?
Upon submission of your order online you will receive a notification email from us confirming your purchase has been accepted and is being processed, containing details relative to your order including your order reference. Kindly take note of this order reference as you will need this reference number when collecting your pack.
Within a maximum of 6 working days (typically before) from placing your order, you will be informed by email that your pack is ready for collection.
Where, at check-out stage, you elected to have your order delivered to you, we undertake to deliver your order within a maximum of 6 working days from the date of your purchase. Our couriers will contact you directly to coordinate with you a convenient time for delivery.
3. Do you deliver outside Malta?
Please note that we deliver only to Malta (excluding Gozo); no international deliveries are accepted. We hope to be able to extend our delivery services to Gozo too in the future.
4. How do I qualify for free delivery?
Orders with a value of over Eur 70 are entitled to free delivery. Other orders below such value will incur a delivery service fee of Eur 5.90 at the check-out stage.
If you placed more than one order and such order/s have not yet been delivered to you, please contact us by email so that we can coordinate delivery once and apply one delivery service fee, where applicable.
5. From where do I pick up my order?
If you elect to pay for your order upon collection, please collect and pay for your order from/at our retail outlet Faber-Castell | the concept, located at Oscar Zammit Street, Msida (50m down from Junior College).
Our opening hours can be found here
6. How does your loyalty scheme work?
Please note that upon your first order you are entitled to become a member of our loyalty scheme. You can do so by clicking the appropriate field at check-out stage.
Becoming a loyalty scheme member means that you shall be entitled to earn monetary credit of 10 cents with every €1 purchased from us, redeemable from our retail outlet Faber-Castell | the concept, located at Oscar Zammit Street, Msida.
Loyalty privileges earned in one calendar year must be redeemed in that same calendar year and cannot be transferable to subsequent years. Nor can loyalty privileges be transferred to other persons.
Loyalty privileges shall not apply in conjunction with any other special offers, discounts or promotions.
Other terms and conditions apply - please refer to our Loyalty Scheme policy.
7. What if I cannot find an item online?
Please send us a request by email and we shall attend to your queries to the best of our abilities.
8. Can I cancel my order?
You can cancel your order/return goods purchased online from us, within a 14-day cooling-off period from the date you receive/acquire physical possession of the goods, subject to limited exceptions.
Where you would have paid for your order online, and you decide to cancel your order and return the goods to us, you shall be reimbursed for the value of the goods being returned, provided that the goods are returned in the same condition as when they were supplied to you so as to enable us to sell the product as new. Any products with unsealed packaging cannot be returned.
Any direct costs incurred in returning the goods shall be borne you.
Please refer to our Returns Policy for further details.
9. What if I receive damaged items?
Where any item which is damaged, is returned to us, in good faith, you may elect to have that item replaced or otherwise be refunded in full.
We reserve the right, at our discretion, to accept or refuse any returns of damaged goods on the basis of the assumption that only returns believed to be made in good faith shall be admitted.