Returns & Exchanges
We have a 28-day return policy, which means you have 28 days after receiving your item to return it for an exchange or refund.
To be eligible for an exchange or refund, your item must be in the same condition that you received it, and you’ll need the receipt or proof of purchase (e.g., your order number "#METZI9999"). Please note that for returns and exchanges, you may be responsible for returning the items to us, including any shipping charges.
To start a return or if you have any questions, you can contact us via WhatsApp at 07840 505750 or email us at support@themetzicollective.com.
Metzi Guarantee / Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can help you to make it right.
Every Metzi piece comes with a 12 month guarantee against any kind of manufacturer defect. Please keep your email receipt of purchase as this will be required to process your refund or exchange. If you believe your Metzi piece is faulty please do not hesitate to contact us.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards. In addition, any orders purchased with gift cards can only be refunded through the issue of another gift card equal to the amount of the order.
Exchanges
We accept direct exchanges for two products of the same value, or if you wish to change the size of the product you have ordered. For exchanges, please contact us on WhatsApp at 07840 505750 or send us an email at support@themetzicollective.com.
14 day cooling off period
Notwithstanding the above, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it. You’ll also need the order number for proof of purchase.
Refunds
We will notify you once we’ve received your return. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it may take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed after we have approved your return, please contact us at support@themetzicollective.com.