FAQs

General

Why should I order from Lime.mt?

Our mission is to help people bring great design into the spaces where they live and work. We are a team of enthusiasts who are passionate about what we do and eager to help you realize your design visions.

We are located in Malta and all of the products listed on our online shop are in stock (unless otherwise stated) and are normally dispatched for delivery within the next 2 business days.

Our team of Sales and Customer Service are here to help. If you need advice on a product or information on our service, we would love to hear from you.

How come your prices are relatively low?

Running a retail business involves a great deal of recurring expenses especially for a small market such as Malta. We strive to use innovative technology and our logistical experience combined with good relations with top manufacturers to reduce a lot of these extra and unnecessary costs involved and in return lower product prices without ever compromising the quality, aesthetics and the service we provide.

Ordering

How can I order?

You can order easily using our online platform. When you find a product you need, you can add it to your cart. Once you are ready to proceed, go to the Checkout page and follow the ordering process. You will receive an order summary to your email once the order is placed. If you create an account, before or after placing the order, the order details will also be stored in your account to track the delivery process.

Do I need to create an account to place an order?

No, you do not need an account to place an order. However, creating an account with us has its benefits such as; tracking of orders and benefiting from future discounts.

Can I order by email or facebook?

The only way to place an order is via our online shop directly as the ordering process is automated.

How do I check the status of my pending orders?

You may check the status and delivery date of your orders when you log into your account. We will also keep you updated with the status of your orders through emails.

Can I cancel or adjust my order?

Once we receive your order we get to work on it right away, therefore the best way to cancel is by contacting us.

Pricing and Payment

Is VAT included in the price shown?

All prices shown are inclusive of VAT.

When do I pay for my order?

Payments are to be made upon checkout. Orders are only processed once payment is complete.

Which payment methods do you accept?

You can pay by card (Visa, Mastercard, Amex) or Paypal at checkout.

Is delivery charge included in the final price?

Yes, delivery charge, if any, will be calculated at checkout.

Can prices change?

Prices of items already paid for cannot be affected. However when a discount ends on an item, the price will return to the original amount if the item is still in your cart.

Delivery

Where do you deliver? How long does it take to receive my order?

We deliver to all addresses in Malta and Gozo, and aim to dispatch your order within 2 business days. On rare occasions, delivery may take up to 5 business days. To provide an efficient and fast service, deliveries are done using a third-party courier which we will organise ourselves. Deliveries are normally done between 9AM-4PM, Monday to Friday.

How much is the delivery fee?

We offer free delivery for orders above €50. €3 charge applies for orders below €50.

For deliveries in Gozo, delivery is free for orders above €150. A €5 charge applies for orders below €150.

Will I be notified regarding the delivery for an order?

Unless informed, the courier will deliver the parcel directly to the delivery address provided. If you'd like the delivery person to call you before delivery, kindly leave a note at the checkout page.

Can I pick up an order myself?

Yes, we can leave your order at a third party pick up point in Ghaxaq. Kindly make sure to leave a note during checkout (or contact us prior to placing an order). You will be notified when your order is processed and dropped off (normally on the next business morning), and you may pick up your order at your convenience.

Returns

How can I return an item that I bought?

While we hope you love your purchase, we understand that you may need to return it, it happens to the best of us. We would love to help you exchange or refund your purchase if contacted within 14 days of delivery. There are a few things to note: the initial delivery fee is non-refundable and refunds need to be sent to the original purchaser's method of payment. All items must be returned in their original uninstalled condition and in the original packaging.

Returns may be done at a drop off point in Ghaxaq. Alternatively, we can organize for a courier to pick up your items. The current fee charged by the courier is 4.72 Eur (incl. VAT) for pick ups from Malta and 8.26 Eur (incl. VAT) for pick ups from Gozo. In the case where courier pickup is preferred, the fee will be deducted from the final refund amount. Kindly contact us to inform us which method you will be opting for.

RETURNS EXCEPTIONS: We are unable to accept returns for:

  • Products that have been assembled or installed
  • Products that have been damaged by the client or have missing components
  • Products without original packaging
  • Products with torn or damaged packaging
  • Personalised items (such as LED strips cut to client's request)
  • Clearance items

Your refund credit will be issued after the item has been received and inspected (normally within 1 business day after we receive the item).

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If you change your mind (it happens to the best of us), we are here to help. You can ask to return an item for exchange or refund within 14 days of delivery. All items must be returned in the original condition and in the original packaging.

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