Refund policy

Returns & Exchanges Policy

We hope you love your Sultana pieces. However, if you're not completely satisfied with your purchase, you may return your items within 30 days of receiving your order.

To request a return or exchange, please email info@sultana.mt, quoting your order number.

RETURNS

Items must be returned unworn, unused, in their original condition and with all original packaging and labels, where applicable.

Items showing signs of wear, damage or alteration will not be accepted for return or refund.

All returns must be requested in advance so that we can provide the necessary instructions.

RETURN METHODS

In-person returns:  Items can be returned free of charge at our Balzan office, strictly by appointment.

Courier returns:  Customers may arrange returns by courier at their own expense.

EXCHANGES

If you wish to exchange an item for another style, colour or size, please contact us within 30 days of receiving your order.

Exchanges are subject to stock availability and can be arranged at our Balzan office by appointment. Any price difference between items will be adjusted accordingly.

3-FOR-2 PROMOTIONAL RETURNS

Items purchased as part of our 3-for-2 promotion may be returned within 30 days, in accordance with this policy.

If returning one or more items means the order no longer qualifies for the promotion, the promotional discount will be recalculated based on the items kept. Any eligible refund will reflect this adjustment.

Items received free as part of the promotion have no individual refundable value.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon delivery and contact us as soon as possible if an item is defective, damaged or incorrect so we can evaluate the issue and arrange a suitable solution.

REFUNDS

Once your return has been received and inspected, we will notify you of its approval.

Approved refunds will be issued to the original payment method. Please allow additional processing time depending on your bank or payment provider.

Refunds can only be issued to the original purchaser's payment method. Gifts returned for a refund will be refunded to the original payment method.

EXCEPTIONS

Personalised or custom-made items are not eligible for returns or exchanges.