Refund policy

If you are not entirely satisfied with your purchase, you may return your item within 21 days. To request your return, email us at info@sultana.mt, quoting your order number in the subject.

Items must be returned new, unused, and with all labels still attached.
Returns that are damaged, stained, washed or altered will not be accepted and will be sent back to the customer.

Earrings are not returnable for hygiene reasons. 

Items returned for an exchange, may be returned at our drop-off location in Balzan.  

Items returned for a refund, may be returned at our drop-off location free of charge. 

Items sent back without prior request, will not be accepted and will be sent back to the customer.

DAMAGES & ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

EXCEPTIONS/NON-RETURNABLE ITEMS
Earrings are not returnable for hygiene reasons. 
Unfortunately, we cannot accept returns on items discounted more than 30%.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refunds can only be processed to the individual placing the order. Gifts returned for a refund will not be accepted.