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Shipping & Return Policy

1- Shipping:

Preparing the shipment:

The order is processed (packaging) within 24 hours starting from the time the order is confirmed on the site.

Shipping time:

All orders are delivered within 3-5 days after the shipment leaves our stores, except for delay in delivery from shipping companies which is beyond our control.

Shipping cost:

MetroBrazil offers free shipping for orders above 299 SAR / AED in GCC.

Shipping costs, if any, appear on the purchase page after entering the address details.

Additional charges may be added when shipping to remote areas or in case of large and heavy items. You will be notified of any additional costs.

Shipping methods:

We deliver orders through our partners DHL & Aramex to all Arab Gulf countries, Europe, America, Canada and Australia.

Orders are shipped from our stores in Dubai, United Arab Emirates.

Tracking the shipment

Shipment tracking information is sent via email and text message registered in the order.

You may also login to your account to check and track shipments.

 

2- Taxes and Customs Duties:

We are collecting the VAT from all orders in KSA & UAE when completing the order, no additional fees to be paid at delivery time.

Additional fees may be charged upon delivery by your country's customs, depending on the customs system of each country.

Taxes and customs fee are paid online when order is done for some countries (all details are shown on the payment page).

Taxes and customs duties are paid to the shipping company upon receipt of the order in case that the fees mentioned on our website are not paid.

 

3- Exchange and Return:

MetroBrazil offers a 15-days exchange and return policy from the date of receiving the shipment. To be eligible for a return or exchange, you have to ensure:

  • That the product is not in the list of non-exchangeable or returnable products.
  • The purchase period shall not exceed 15 days.
  • It has not been used.
  • It must be in new condition and in its original packaging with all labels, internal and external packaging.
  • Provide a receipt or proof of purchase.

 

4- Products which are not exchangeable or returnable:

  • All kinds of corsets and stretchy, close-fitting clothes.
  • Perishable goods such as food, flowers, newspapers or magazines.
  • Intimate or health products, and personal care products.
  • Swimwear and underwear.
  • Hazardous materials, flammable liquids or gasses.
  • Gift cards.
  • Products at discounted prices in periods of exclusive offers.

 

5- Shipping on return:

You will be responsible for paying the shipping costs for returning or exchanging the product you have purchased. Shipping costs, taxes and customs fees are not refundable. If you get a refund, the shipping cost of the returned product will be deducted from your money.

The time it takes for the replaced product to reach you may vary depending on your location.

You must use the Shipping Tracking Service or Waybill for purchases. We cannot guarantee that you will receive the product you have returned if we are not provided by the tracking number for the shipment.

Situations in which partial refunds are granted:

Any product that is not in its original condition, if it is damaged or parts lost due to reasons beyond our control. (It will be exchanged with the same product or a voucher will be issued with the same value of the product).

In the case when shipment is refused due to refusal to pay customs duties or taxes imposed for each country by the customer, the shipment may be either “returned or destroyed.” In both cases, all fees paid will be deducted from the total amount (shipping fees, customs duties and taxes), and the remaining amount will be returned to the credit card account. Or issuance of a voucher from the site with the remaining amount.

Refunds:

Once we have received and checked your returned product, we will send you an email to let you know that we have received your returned product(s). After confirming its condition, you will be informed of the approval or refusal of the refund. If approved, the amount will be automatically transferred to the original payment method.

Shipping fees when dispatch, and customs fees are non-refundable.

In case of not receiving the order and it got returned to us, all the paid fees are not refundable (Shipping + Taxes), shipping fees for sending and returning will be calculated even if the order was on a free shipping offer.

The amount will be returned to the account of the same bank card within 7-15 days, or the amount will be saved as a balance in the MetroBrazil site, that can be used within one year if the conditions for the return of the bank card are not met.

If you haven't received your money within this period, check your bank account again first. Then contact the company that issued your credit card, and your bank. It may take some time before the refund is officially confirmed.

 

6- Gifts policy:

Free gifts sent from MetroBrazil "if any" are not exchangeable or refundable.

 

7- COVID-19 prevention policy:

As the global precautions continue to avoid the spread of Corona virus, some delays may occur in the production and shipping processes. We apologize for any delays beyond our control.

We would like to assure you of our commitment to the continuous sterilization of all our products and facilities, with our team committed to all preventive measures and taking all necessary vaccinations.

Get in touch

Our professional customer service team will get back to you in less than 24-hours. Please, make sure to describe your issue clearly to be able to assist you quicker and avoid confusion.

Email: contact@metrobrazil.com