FAQs

Frequently Asked Questions

Delivery

Where do you deliver? 
We offer delivery service across Malta & Gozo.


If my order includes products from more than one merchant, will I receive separate deliveries?

Each merchant with Lava.mt looks after their own orders and deliveries. To clarify, if your order includes items from Merchant A and Merchant B, you will receive two separate deliveries.
  

How much does delivery cost?

Each merchant with Lava.mt looks after their own orders and deliveries. Therefore, when ordering from multiple merchants, different delivery terms and charges will apply. Check out our Delivery & Returns for more details.   

 

When will my order be delivered?

Each merchant with Lava.mt looks after their own orders and deliveries. Therefore, when ordering from multiple merchants, different delivery terms and charges will apply. Check out our Delivery & Returns for more details.  

 

Can I pick-up in store?

We also provide the option to click & collect your order from any of our store locations. The merchants will email you when your order is ready for collection, within a maximum of 24 hours from time of order. 

Payments

Which payment methods do you accept?

We use a fully secure gateway through which you can use both VISA and Mastercard to complete your payment. It’s safe, easy and fast. We do not accept payments on delivery (card, cheque or cash).

 

Can I pay using the Easy Payment Scheme/Flexi Pay?

This functionality is currently not available on Lava.mt. If you would like to benefit from these schemes, the order would need to be placed directly through the merchant.

 

When purchasing an appliance on Lava.mt, is the cost of installation included?

Yes, we will install the appliance at no additional cost. If you would like to discard of your old appliance, please let us know in advance.

 

Cancellations & Returns

Can I return products?

If you purchase a product on Lava.mt and would like to return it, this can be done physically via the respective merchant which the item was purchased from. Returns policies will reflect the terms of the merchant in question.

Please note that products cannot be returned if you have started to assemble them and if these are unsealed products which are deemed not suitable for return due to health protection or hygiene reasons such as, but not limited to, pillows, underwear, toilet seats, linen and towels, shower seats, personal care items.

How will I get refunded?

A full refund on the credit card originally used for payment will be done within a period of 7 working days. In the case where Lava Rewards points were redeemed to purchase the item, a refund on points redeemed will take place, and any net amount pending refunded into the credit card.

My Account

I am sure I already registered with Lava.mt, however I am having issues logging in. What do I need to do?

Please make sure you are logging in, not trying to sign up again as you may create a duplicate account. You may be having issues logging in due to incorrect credentials or a typo in your details provided. Please send an email to info@lava.mt for us to look into your account details.

I forgot my password. How can this be reset?

This can easily be reset by clicking on the ‘Forgot password’ button. You need to input the email used when registering with Lava.mt and an email will be sent to you with a link to reset your password.

If you are getting an error, please send an email to info@lava.mt for us to confirm the email address.

Can anyone sign up to Lava.mt?

You need to be at least 16 years old.

Lava Rewards

What is Lava Rewards?

Lava Rewards is our Rewards programme. You will be earning points with every purchase made on lava.mt or at any participating brands of Lava Rewards.


How do I set up a Lava Rewards account?

When signing up with Lava.mt, a Lava Rewards account will automatically be created allowing you to benefit from earning points on any purchases made.


How does Lava Rewards work?

Collecting Points: For every €1 spent you will obtain different points depending on the outlet. You can earn and redeem points on all Lava.mt purchases. Other participating brands in the Lava Rewards programme can be found on https://www.lavarewards.com.mt/brands. Example: If you spend €50 at Intercomp, you will gain 100 points (€50 x 2 pts per euro)

Redeeming Points: The value of 1 point = €0.01. Example: If you have 1,000 points in your Lava Rewards account, the value of these points would be equal to €10 (1,000 pts x €0.01).  You can use these points on any purchase made (either partly or fully) at any of the participating outlets, including Lava.mt.

 

How do I redeem my Lava Rewards points?

You can redeem your Lava Rewards points at any participating brand, including Lava.mt. To redeem your points on Lava.mt you simply input the amount of points you’d like to redeem during the checkout process. It is important to verify your mobile number to be able to use this functionality. This will be triggered off at the checkout process, or can be actioned from your profile.

If you wish to redeem your points at any other participating brand, you can download the app via Google Play or Apple Store and login with your Lava.mt credentials. Simply show your barcode on your app to the cashier before payment is made.

 

I already am an existing Lava Rewards member. How do I link my Lava Rewards account to my Lava.mt account?

You can link your Lava Rewards account with Lava.mt by logging in with your Lava Rewards user name and password and you will be able to continue collecting and redeeming your points on all your online purchases too.

 

My points are not showing in my account, does this mean I wasn’t awarded any points upon my purchase?

It should not take longer than 10-15 minutes for the points to be visible upon collecting or redeeming them. If this is not the case, please send an email to info@lavarewards.com.mt and provide us with your receipt as proof.

If you have made an order and this still needs to be delivered, the full points value will be issued as and when the delivery and installation have been completed, and the invoice has been issued within 7 working days.

 

Where can I see the statement of points collected or redeemed and my account balance?

You can easily access this via your Lava Rewards App or by signing in to your account on www.lavarewards.com.mt. You can also view your current balance on the My Rewards page further to logging into your account.

 

What happens to my Lava Rewards points when I return an item?

If you return an item for which you had been given points, these points will be reversed in your account.

When a credit note is issued, the points will be deducted from your point balance and will be re-issued once again when you use the credit note in a future purchase.

Returns will only be accepted upon presentation of the purchase receipt.

 

Do I earn points on Lava.mt sale items?

Points are awarded on all sale items. However, if an overall discount is applied to non-sale items, the customer needs to choose between earning Lava Rewards points or a cash discount.