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General FAQs

WHAT ARE YOUR OPENING HOURS?

Please click on the following link to see our opening hours across our various outlets: welbees.mt/supermarkets/.

WHAT LOYALTY OFFERS CAN I GET AT WELBEE’S, AND HOW DO THEY WORK?

With every €1 you spend at any Welbee’s supermarket, you will receive one point on your Loyalty Club App. When you spend €50 or more, you can choose to collect an extra 400 points or €3 cashback, and with every €100 you spend, you can select between €7 cashback, 1,000 bonus points, three packets of water, or five bottles of soft drink.

I PURCHASED AN EXPIRED ITEM. CAN I RETURN IT?

You can return the item when you next make a purchase online, or you can return it in person to the outlet you purchased it from. Whichever method you choose, you can either receive a credit note or have the value of the returned item added to your card as cashback to be redeemed the following month.

I RECEIVED AN EXPIRED ITEM IN MY ONLINE PURCHASE. WHAT SHOULD I DO?

We monitor our products’ dates regularly and strive to never have expired items on our shelves. So, if you have received an expired item, this has most likely been an oversight on our part, and we apologise. If you have received an expired product, you are entitled to a credit note or refund, which you can collect from our Customer Care Desk.

I WAS CHARGED A DIFFERENT AMOUNT TO THE SHELF PRICE. WHAT SHOULD I DO?

We can issue a refund or add the value to your card as cashback to be redeemed the following month if you provide us with: 1) the date-stamped receipt as proof of purchase, and 2) a photo of the shelf price on the date of purchase.

ITEMS WERE MISSING WHEN MY ONLINE PURCHASE WAS DELIVERED. CAN I GET A REFUND?

If you purchased an item online but have not received it with your delivery and the item has not been scanned on the receipt (e.g. because it is out of stock or not in good condition), then the difference in the total charged will be released by your bank as the supermarket will not have charged you for the item. On the other hand, if the item is on the receipt but you have not received it with your delivery, please contact the supermarket directly or return to the outlet from which you purchased the item to receive a refund.

I RECEIVED DAMAGED ITEMS. CAN I GET A REFUND?

Please get in touch if you have received a damaged item so that our purchasing team can take steps to prevent this from happening again by contacting our supplier. In the meantime, we apologise for the unfortunate circumstances and want you to know that you are entitled to a credit note or refund, which you can collect from our Customer Care Desk.

WHEN AM I ENTITLED TO A REFUND?

You may request a refund in any of the following circumstances: 1) you have received expired products, 2) items are missing from your bill, and 3) there is a difference between the shelf price and what you have been charged. Please note that you will need to provide sufficient proof for the latter.

I EXPERIENCED A WELBEE’S CASHIER ACTING INAPPROPRIATELY. WHAT SHOULD I DO?

If you have encountered this situation, we sincerely apologise for the inconvenience caused. Please let us know, and we will tackle the issue directly with the cashier and our management team.

I’M INTERESTED IN WORKING FOR WELBEE’S. HOW CAN I APPLY?

Thank you for your interest in becoming a member of our team! You can apply by sending your CV directly to [email protected].

ARE PETS ALLOWED INSIDE THE SUPERMARKETS?

Service and guide dogs are welcome and allowed. Other pets and dogs must be kept on a tight leash and allowed in if they are of a size that can be easily carried if necessary. Whilst we understand that pet owners consider their pets as family members, full respect and consideration to other customers and service standards is warranted.

ITEMS WERE MISSING WHEN MY WOLT ONLINE PURCHASE WAS DELIVERED. CAN I GET A REFUND?

If you purchased an item online but have not received it with your delivery and the item has not been scanned on the receipt (e.g. because it is out of stock or not in good condition), then the difference in the total charged will be released by your bank as the supermarket will not have charged you for the item. On the other hand, if the item is on the receipt but you have not received it with your delivery, please contact the Wolt consumer support to request a refund or have the product delivered.

DO I BENEFIT FROM THE WELBEE’S LOYALTY SCHEME BONUS POINTS AND CASHBACK WHEN BUYING THROUGH WOLT APP?

Kindly note that Wolt does not support our point system and there is no way to transfer the loyalty points from Wolt to Welbee’s loyalty scheme.Wolt does not provide us with details of the customers purchasing from the app due to data protection.
Furthermore, we have additional charges that need to be paid to Wolt for delivery.We highly recommend using Welbee`s Supermarket website for online shopping – https://welbees.mt/shop-online/ to benefit from the Loyalty app bonus points system.