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.

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. If some items from your order are currently out of stock, you will be notified accordingly. 

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 and Gozo; no international deliveries are accepted. 

4.  How do I qualify for free delivery?

Orders with a value of over Eur 70 are entitled to free delivery during the back to school period. Other orders below such value will incur a delivery service fee of Eur 7.67 at the check-out stage. Special offers related to delivery charges may apply from time to time.

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 can opt for 2 collection points unless you are eligible for courier delivery and chose it accordingly.

• AFE Trading Warehouse, Level 3, D Peak Industrial Park, Triq Daniel Spiteri Sacco, Handaq. 21336573. You will be notified when it is ready for pick-up. Opening Hours Mon to Fri 7.30am to 4pm.
• Faber-Castell The Concept in 66, Oscar Zammit Street, Msida. Your order will be transferred from Handaq to Msida if you have opted for this location. You will be notified when it is ready for collection.  Opening Hours

 

6. How does your loyalty scheme work?

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.