Frequent Questions
1. Ordering & Checkout
How do I checkout?
Once you are done adding items to your Shopping Bag, click the "Check Out" button. You will be guided step-by-step through the checkout process.
What payment methods do you accept?
We accept all major credit cards, as well as any debit or credit card with a Mastercard or Visa logo.
How do I register as a ġulina Home customer?
You may create an account before your first purchase or register at any time using your email address.
Account holders receive updates, inspiration, and a quicker checkout experience.
If you wish to delete your account you can do it from your account page on our website, otherwise please email hello@gulinahome.com.
What should I do if I need to change something in my order?
Please contact us immediately. Orders are processed within a few hours, so changes must be made before processing and dispatch.
Why has my order been cancelled?
If an item becomes unavailable due to unforeseen circumstances, we will notify you within 24 hours and issue a refund. Any remaining items in your order will still be shipped and charged accordingly.
What should I do if my payment was declined?
Try the following steps:
1. Place your order again (we cannot reinstate declined orders).
2. Check that all card details are correct.
3. Ensure sufficient funds are available.
4. Contact your bank or card issuer; they may have declined the payment for security reasons.
5. Try using a different card.
6. If the issue continues, contact our Customer Care team with as much detail as possible.
2. Shipping & Delivery
How long does it take for items to be dispatched?
- Orders placed before 11.00 am are dispatched within 2 days, allowing time for payment clearance and logistics.
- Some orders may require additional time, in which case we will notify you.
- We do not dispatch orders on weekends or public holidays.
What are the delivery costs (Malta)?
- Free delivery on orders above €75.
- €6.50 delivery fee for orders below €75.
How long does delivery within Malta take?
Delivery takes 2 to 3 days from the date of dispatch.
Do you offer international shipping?
Not at the moment. However, if you would like to enquire about a specific product, email hello@gulinahome.com and we will check if an exception can be made.
If a shipment is arranged:
• Import duties or taxes may apply, depending on your country.
• These charges are the responsibility of the customer.
• For accurate information, please contact your local customs office.
If a shipment is refused due to import charges, all costs (duties, taxes, return fees) will be deducted from your refund. If these exceed the merchandise value, the package will be abandoned and no refund can be issued.
3. Returns & Refunds
Can I exchange or return an item?
We currently do not offer exchanges.
However, we offer a 15-day money-back guarantee on most items, as long as they are:
• unused
• unwashed
• undamaged
• in original packaging
• with all original tags attached
Delivery charges are non-refundable, as these are third-party service costs.
Sale items are non-returnable and non-exchangeable.
Refunds only apply to the original purchaser.
How do I initiate a return?
Email returns@gulinahome.com with:
• Subject: "Return + [Order Number]"
• Your contact details (email and phone number used for the order)
• Reason for return (optional)
Once approved, you will receive confirmation by email.
Return options:
• Pick-up: €5 fee
• Drop-off: items may be returned to our Marsascala address by appointment free of charge.
All goods are inspected once received.
Returns are processed within 1–2 working days, excluding weekends and public holidays. Please allow 5-10 business days for a refund to appear in your bank account.
Please note that your bank may require additional time to post the refund.
How long does it take to process a refund?
Once we receive your package and return is processed and satisfies the return criteria for unused item (unused, unwashed, undamaged, in original packaging, with all original tags attached), a refund is then processed within 1-2 working days.
You will receive an email notification once the refund has been processed.
How long does it take for a refund to appear in my account?
Refunds may take up to 5 to 10 working days to appear, depending on your bank or card issuer.
An item I received is faulty. What should I do?
We will gladly exchange faulty items.
Email returns@gulinahome.com or WhatsApp 79661676, including clear photos of the issue.
Exchanges are subject to stock availability and delivered at no extra charge.
Do you refund delivery charges if I return something?
Delivery charges and duties are non-refundable unless the order was entirely faulty or incorrect, or the product was cancelled due to unexpected stock issues.
Refunds are made to the original payment method.
4. Product Care
How should I care for my ġulina Home textile items?
Always refer to the care instructions provided online and/or included with the item.
Most textile products also include a care label inside the garment.
General textile care recommendations:
• Turn garments inside out before washing.
• Separate whites, colours, and darks.
• Follow the stated washing temperature (choose a lower temperature when unsure).
• Avoid excessive detergent.
• Do not use bleach, as it causes fading over time.
• Avoid tumble drying unless the label specifically allows it.
• Do not iron prints, embellishments, or trims.
• Do not soak garments with metal trims.
How should I care for ceramics or wall art?
Use a dry, clean cloth to remove dust. Avoid heavy detergents, bleach, or aerosol cleaners, as these may damage the finish.
5. Security & Privacy
How secure is this store?
We use secure and up-to-date systems to protect your information and payment details.
If you notice any unauthorised activity on your card, contact us immediately and notify your card provider.