Frequently Asked Questions
Once your appointment is confirmed, you’ll receive an email with your delivery date. We’ll remind you by email 7 days in advance and send a text message 3 days before your appointment. The day before, you’ll receive a final SMS with a 2-hour delivery window for your convenience.
To ensure a smooth and timely delivery, we recommend booking the lifting service through our lifter booking mechanism. This way, we can guarantee the 2-hour delivery window we promised.
In all our emails related to the delivery if the lifter is booked by Krea it is mentioned in our correspondence indicating the lifter type also.
We’ll keep you informed through two emails: a. When we set up your appointment. b. A reminder 15 days before delivery. If you need to clarify anything, don’t hesitate to contact our showroom.
Double-check the measurements to ensure everything will fit. You can always ask your salesperson for these details or refer to your order. Still unsure? We offer a Site Inspection service to check that everything will fit perfectly. Simply book through the Krea Outlet.
a. Verify the measurements to ensure everything will fit as expected. You can ask our sales team for this information or check your order details. b. Still unsure? We offer a Site Inspection service to ensure a perfect fit. Just book through the PoltroneSofa outlet. Fees apply for the service in this case.
In most cases, Yes. You’ll need to book 3 parking spaces for delivery. You can easily apply for the necessary permit at localpermits.gov.mt.
We accept all major credit and debit cards, except for local cards limited to domestic transactions. Please check your card’s transaction limit in advance to avoid any issues. While we prefer card payments, cash can also be accepted. Personal cheques are not accepted.
We accept all major credit and debit cards except for cards restricted to domestic transactions. Please check your card’s transaction limit in advance. Cash is also accepted, but we do not accept personal cheques.
Bank transfers can take up to 2 to 3 working days to clear from the respective banks, so we don't encourage them. However, if you complete the transfer 7 days before delivery and send a remittance receipt, your delivery will go smoothly.
All our packing material is recyclable packing materials, like plastic and cardboard. For more information, visit wastecollection.mt.
We recommend keeping your scheduled date to ensure everything goes as planned. If you need to reschedule, please call our outlet and provide your order reference. Please note that administration and storage fees may apply, as outlined in your contract.
We recommend keeping your scheduled date for a smooth experience. If you need to reschedule, please contact our outlet with your sales order reference number. Please note, additional administration and storage fees may apply, as detailed in your contract.
Upon your appointment, the warehouse will prepare your items ahead of time to minimize waiting. The Vivendo Warehouse is open Monday to Friday, 8:00 AM to 12:30 PM and 1:00 PM to 3:15 PM. You can pay by card when collecting your items.
Ground floor refers to the street-level floor. If your delivery needs to go to a higher or lower floor, please let us know when placing your order so we can arrange the right equipment for a smooth delivery.
The mattress is packed in a way that can fit in an average size car and can be loaded by yourself in the car. Should you need some assistance from the warehouse personnel, we are happy to assist you.
The Vivendo Warehouse is located at Triq Gharram, Hal Qormi. Here is a link to google maps location: https://maps.app.goo.gl/SuJKDw2QVPEQBW3a6
“Ground floor” refers to street-level delivery. If your delivery needs to go to a higher or lower floor, please let us know when placing your order so we can arrange the right equipment for a smooth delivery. Additional charges may apply as in the contract of sale. On normal circumstances the packed mattress fits in a domestic lift.
The newly bought mattress can be unpacked from the box and plastic. After unpacking, place the mattress on the bed frame and wait for 6 hours for it to swell back from the vacuum. You can then use it.
Unfortunately, we do not offer old mattress collection as part of our delivery service, unless there is a specific marketing campaign when we promote this which is part of our sales order agreement. Your local council offer the collection of your old mattress free of charge. For more details, visit https://wastecollection.mt
We don’t offer old furniture removal as part of our service, as our schedule is quite tight.
Unfortunately, we do not offer old furniture removal as part of our delivery service, unless there is a specific marketing campaign when we promote this which is part of our sales order agreement.
If you spot any damage, it should have been noted when you signed for the delivery. However, if you notice anything afterward, simply email us at poltronesofa@vivendo.mt with the following: a. Your Sales Order reference b. A general photo of the furniture c. A close-up photo of the damage d. A detailed description of the damage We’ll take it from there and ensure a solution is provided.
Your invoice will list all the items and the number of boxes. When the delivery arrives, double check that the number of boxes matches the invoice before signing for it. If there are any issues, the driver will report them right away.
Our delivery team only transport the packed furniture. If you need assembly, we can schedule a separate installation appointment.
Our service providers should have already reported this when you were asked to sign off for the delivery / installation service, however if you need to report anything else feel free to do so by sending an email on help@krea.mt with the following details: a. Sales Order reference b. Generic photo of the furniture c. The specific photo of the damaged furniture. d. A detailed description of the damaged furniture.
No, like all other furniture companies in Malta, we do no deliver by stairs. We only make exceptions if there is no access to lifting services and delivery is required up to one floor. A charge will apply for the service. Any deliveries which do not fit in the above scenario, a site inspection is required to be done prior delivery.