Returns & Exchanges Policy

1) Returns window and eligibility

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return for an exchange or refund.

To be eligible for an exchange or refund, your item must be returned unused, unworn, unaltered, and in the same condition you received it, including all original packaging (and any tags/labels where applicable). You’ll also need proof of purchase (e.g., your order number “#METZI9999”).

We may refuse returns and/or reduce the value of a refund where items show signs of wear, damage, alteration, or use, or where original packaging is missing.

2) How to start a return

To start a return, please email support@themetzicollective.com.

Please do not send items back without contacting us first — returns sent without prior contact may be refused and returned to sender.

3) Return costs and responsibility

Unless your item is faulty, damaged, not as described, or we have sent the wrong item, you are responsible for returning items to us for both refunds and exchanges. This includes arranging the return and covering any return shipping costs.

We recommend using a tracked and insured service. You are responsible for the parcel until it is received by us, and we cannot accept responsibility for returns that are lost or damaged in transit.

Original shipping charges are non-refundable, unless your item is faulty, damaged, not as described, or we have sent the wrong item.

4) 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 (subject to availability).

To request an exchange, please email support@themetzicollective.com.

We ship exchanges once we have received and inspected your returned item and confirmed it meets the eligibility requirements.

5) Processing time

We aim to process returns and exchanges within 48 hours of receipt (business days). During busy periods, processing may take slightly longer.

6) Refunds

Once your return is received and inspected, we will notify you. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If more than 15 business days have passed after we have approved your return, please contact support@themetzicollective.com.

7) 14-day cooling-off period (consumer cancellation)

If you are a consumer, you may have a legal right to cancel your order within 14 days of receiving your goods, for any reason and without giving a reason. If you cancel under this right, you must return the goods in accordance with this policy (including the condition requirements and return shipping responsibility, unless the goods are faulty or we have made an error).

This right does not apply to certain items, including items sealed for health protection or hygiene purposes once unsealed (for example, earrings), and other exclusions where permitted by law.

Nothing in this policy affects your statutory rights.

8) Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards. Orders purchased with gift cards can only be refunded via the issue of a replacement gift card equal to the amount of the order.

Earrings (hygiene policy): For hygiene and safety reasons, earrings are non-returnable and non-exchangeable, except where they are faulty or we have sent the wrong item.

9) Damages, wrong items, and Metzi Guarantee

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you have received the wrong item.

Every Metzi piece comes with a lifetime guarantee against manufacturer defects. Please keep your email receipt as proof of purchase. Where a return is due to a fault, damage, or our error, we will provide an appropriate remedy in line with your statutory rights and, where appropriate, cover or reimburse reasonable return shipping costs.

10) Disputes and Claims 

Contact us first.
If you have any issue with your order, please contact us at support@themetzicollective.com so we can investigate and resolve it as quickly as possible.

Delivered tracking = fulfilled order.
Where Royal Mail/USPS tracking shows an order as delivered, it will generally be treated as delivered to the address provided at checkout (or to a safe place/alternative location authorised by you). In these circumstances, we do not automatically offer refunds or replacements. We may, however, assist with reasonable investigations or enquiries where appropriate, without accepting liability.

Evidence used in disputes.
In the event of a delivery dispute or payment dispute, we may rely on and submit courier and fulfilment evidence including (where available): tracking scans, delivery status updates, GPS/location data, delivery photographs, signatures, dispatch confirmation, shipping labels, parcel weights, packaging checks, and customer communications.

Missing parcel investigations (no delivery confirmation).
If tracking does not show delivery and a parcel appears missing or delayed, we may open an enquiry/investigation with Royal Mail/USPS where appropriate. Any replacement or refund decision will be made case-by-case and may depend on the courier’s investigation process, evidence available, and outcome.

Active payment disputes.

Where a chargeback, card dispute, or payment provider dispute is open in relation to an order, we are unable to issue a refund, replacement, store credit, or other remedy for that order until the dispute is closed. This is to prevent duplicate refunds and conflicting instructions between payment systems. Once the dispute is closed, we will be happy to review and resolve the matter in line with this policy. This does not affect your right to pursue a dispute with your card provider; however, resolution timelines may differ when a dispute is active.

Returned-to-sender / refused / uncollected parcels.
If an order is refused, uncollected, or returned to us due to address issues, access issues, failed delivery attempts, or failure to collect from a depot/locker, it will be treated as a return. Any costs charged to us for return-to-sender and/or re-delivery may be deducted from the refund (where permitted).

Additional verification for claims.
To protect customers and prevent fraud, we may require additional information to verify certain claims (including high-value orders or suspected fraud) before issuing a replacement, refund, or other remedy.

No double recovery.
Where we have already provided a refund, replacement, store credit, or other remedy for an order, you agree not to pursue a further remedy through your payment provider for the same issue.

Order verification and anti-fraud checks.
We may carry out security checks on certain orders (including requesting additional verification) and we reserve the right to cancel and refund any order that fails verification or is reasonably suspected to be fraudulent.

Abuse of policy.
We reserve the right to refuse refunds/returns/exchanges and/or refuse service where we reasonably believe this policy is being abused (including repeated disputes, suspicious claims patterns, or abusive behaviour towards staff).

Sizing and fit.
Sizing information is provided for guidance only. Customers are responsible for selecting the correct size. Returns due to sizing must meet the eligibility requirements set out above.

No waiver of statutory rights.
Nothing in this section limits your statutory rights where applicable.