Refund Policy
Overview
We want you to be happy with what you buy. If something isn't right, you can return or exchange eligible items within 30 days of delivery. This policy explains how returns, refunds, and exchanges work.
Return window
You have 30 days from the delivery date to request a return. To be eligible, items must be unworn, unwashed, and in their original condition with all tags attached. Anything returned outside this window, or showing signs of wear, may not qualify for a refund.
Non-returnable items
A few items can't be returned for hygiene and practical reasons:
- Gift cards
- Final-sale items marked as such at checkout
- Items damaged through normal wear or improper care
How to start a return
- Open the return request from your account or your order confirmation email
- Select the items you'd like to return and the reason
- Print the prepaid label we send you
- Pack the items securely, with tags attached
- Drop the parcel at your nearest carrier point
Refunds
Once we receive and inspect your return, we'll email you to confirm it's approved. Approved refunds go back to your original payment method within 5 to 10 business days. Depending on your bank, it may take a little longer to appear on your statement.Original shipping charges are non-refundable unless the return is the result of our error — a faulty or incorrect item, for example.
Exchanges
The fastest way to exchange something — for a different size or color — is to return the original item and place a new order. This makes sure the piece you want is reserved before it sells out.
Faulty or incorrect items
If your order arrives damaged, faulty, or not as described, contact us within 14 days of delivery. We'll arrange a replacement or a full refund, including any shipping costs, at no charge to you.
Late or missing refunds
If you haven't received your refund after 10 business days, first check with your bank or card provider, as processing times vary. If it still hasn't appeared, get in touch and we'll look into it with you.
Contact
Questions about a return or refund? Reach us at returns@metropolitan.com and we'll help you sort it out.
