Returns Policy

Return Process

To open a return, please go to your customer account or click here to view your past orders. You can only submit a return request on orders which have been fulfilled or partially fulfilled. To cancel an order which has not yet been fulfilled, please contact our customer service team on [e-mail]. 

1. Click "Request return" for the order that you want to submit the return for.
2. If your order has more than one item, then select the items that you want to return.
3. Select a return reason and add a note for the store.
4. Click "Request return".

Our customer service team will review this and get back to you within 1-2 working days. 

Pre-Paid Return Labels

If you receive a return label from our team, it will be Royal Mail or UPS. 

Royal Mail shipments can be dropped off at your local Post Office

UPS shipments can be taken to your nearest UPS drop off point. 

The Important Stuff

• Our returns policy lasts 30 days from the date of purchase unless the purchase was made on a pre-order basis. In this case, you have 30 days from the date of delivery.
• To be eligible for a return, your item must be unused and in the same condition that you received it. Each item will be inspected and a refund only given if we are satisfied the item is in the same condition it was received in.
• All returns require a proof of purchase.
• Where the buyer has changed their mind about their purchase and wishes to return the item for reasons outside of faults or retailer error, the buyer pays return postage.
• Refunds can not be given on personalised items if the buyer changes their mind as we are unable to recycle the goods. Refunds are only given on personalised items if the item is faulty.
• If you try and return an item after 30 days, we may not be able to refund your order. If we receive your return and it’s not deemed to be in acceptable condition, we may not be able to refund your order. If you try to make a return and this is the case, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
• We aim to refund you within 14 days of receiving the returned item.

There are certain situations where only partial refunds may be granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 
• Any item that is returned more than 30 days after payment.

Refunds

Once your return is received and inspected, we will approve or reject your return. If approved, your refund will be processed. If rejected, we'll email you to discuss options. We aim to process all refunds within 14 days of receiving the item.

Customs/Duties/Taxes for International Customers

Delivered Duty Paid - If you select a 'Customs and Duties Paid' or 'No Tariffs' shipping option at checkout, MetMo will cover the duties and customs costs. If you return your items, you will be refunded for the items as per the guidance above. 

Delivered at Place - If you do not select a 'Customs and Duties Paid' or 'No Tariffs' option at checkout, you may be required to pay customs costs, additional taxes, and duties on your order. These costs are not levied by MetMo, but by your local government. This mean we cannot refund these fees, and you will need to contact your local authority to arrange a refund of these costs.  

Further Details

On some occasions, we will receive items back to us as the postal or courier service has been unable to deliver. We will notify you of the circumstances to arrange either redelivery or a refund. Redelivery will require postage to be paid by the customer in instances where they were unavailable to receive the item(s) or have provided incorrect shipping information. The postage fee will vary depending on the shipping destination and service used and will be determined via correspondence between MetMo and the customer.

Items that are declared as delivered by the postal service or courier used in a customer's order will be considered delivered and MetMo hold no responsibility over the actions of third-party services, such as FedEx, Royal Mail, or UPS, in the carrying out of their duties. Refunds will not be given for items declared as delivered though they have not reached their intended recipient.

In cases of refunds that are not in British Pound Sterling (GBP), MetMo will refund the British Pound Sterling (GBP) amount to the customer and are not responsible for variances in currency values against British Pound Sterling (GBP).

Contact us on [e-mail] if you have any questions.