The Malta Independent 4 August 2020, Tuesday

Online Shopping FAQs – in collaboration with MaltaPost

Monday, 15 June 2020, 12:30 Last update: about 3 months ago

Online shopping is rapidly increasing in Malta. Local consumers appreciate the advantages such as being to shop anytime from the comfort of their homes, having access to a wide variety of items and being able to compare prices.  Most sellers will send a tracking number that is specific to the order that allows the buyer to monitor the movement of the parcel in between the countries and even in Malta.



What should I look out for when shopping online?

First, try purchasing your goods from a reliable seller. Sellers that have been rated by customers will give you a good idea of the efficiency and service they offer.  Spend some extra time reading customer reviews and based on that, then place your order.  You might find the following websites useful: and


What do I do if a seller does not ship to Malta

With SendOn, MaltaPost's forwarding service, you can purchase from any online seller and have your shopping delivered to our hubs in the UK, Italy, Germany, USA and China then to your address in Malta.  You can register for the service at


How do I track my order/s?

Most (but not all) sellers will send you a tracking number that is specific to your order to track the progress of your package. Registered mail items can be tracked from the beginning to the end of their journey. To find out if your parcel has been delivered with MaltaPost's Track and Trace visit and enter your item's tracking number in the stipulated space. It is important that capital letters are used when entering the tracking number.


How does MaltaPost track orders?

MaltaPost uses the UPU S10 standard tracking identifier. Valid postal tracking numbers should consist of 2 letters, 9 digits and 2 letters at the end. The 2 letters at the end must represent the country of origin for example CN for China for these to be tracked by MaltaPost.

MaltaPost can track and trace all tracking numbers using the S10 format.  If your tracking number conforms to the S10 format, you can track its progress using our MaltaPost's tracking system on its website.

For general all-round visibility of your order we suggest using for S10 barcodes or


What are "fake tracking" numbers?

Fake tracking numbers are defined as tracking numbers that are intentionally inaccurate. Clients are misled to believe these orders to be delivered or shipped when they are not.  MaltaPost sometimes experience issues from non-EU countries where sellers provide incorrect tracking numbers. They also use the same tracking number for several mail items.


What are "fake tracking events" ?

There are sellers, especially those operating from China who use various carriers to transport their items to Malta. Some of these carriers transmit fictitious tracking events providing information that their parcels have arrived in Malta when in fact this is not correct.

MaltaPost processes and clears mail every day so that items arriving on a day are delivered the next working day (except when item is held by customs).

If you are noticing any irregularities on the tracking details take a screen shot, then send to the seller via a dispute.


What do I do if my order hasn't arrived?

During the current period, orders from abroad are taking longer to arrive.  Postal Operators worldwide are impacted by the evolving COVID-19 situation. If you have ordered items from abroad, you may experience longer than normal waiting period. If your item exceeded the expected delivery timeframe you will need to contact the sender.


What do I do if I miss my delivery?

If you were unable to receive the delivery of your package, the postman will leave a notice in your letterbox. The delivery notice is fully detailed and includes the necessary information on how your item may be collected or re-delivered by MaltaPost. Please read the instructions and choose the best option for you to collect your item.


How can I contact MaltaPost's Customer Care

You may choose to contact us by email on [email protected], on live chat on from Monday to Friday between 7.30am and 4pm or send us a private message on our Facebook page. Please include your name and details of your complaint or query, and we will get back to you as soon as possible.  You may also call our Customer Care on 21224421.

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