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Returns & Refunds

RETURNING AN UNWANTED ITEM?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below.You can request a refund for ordered products if:

  • you do not receive them within the guaranteed time (45 business days not including 2-5 business days processing);
  • you receive the wrong item;
  • You can return any item within 7 days of purchase if the item is unused with the original tags still attached; and in the original packaging which must be in the original condition. We’ll even pay for the return delivery!
  • We aim to refund you within 14 days of receiving the returned item.
    If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

AFTER THAT?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

DELIVERY COSTS AND PROOF OF POSTAGE

Depending on the options available in your country, you’ll be responsible for the cost of returning any items. We strongly recommend you get proof of postage.

KEEP IT CLEAN ( We do not issue the refund if: )

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).

For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place.

ORIGINAL CONDITION

Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

FAIR USE

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, more than even the most loyal METTHO customer would order – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

OUR RIGHTS

  • We may end the Contract at any time by writing to you if:
    you do not make any payment to us when it is due;
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or
  • you do not, within a reasonable time, allow us to deliver the Products to you.

ORDER CANCELLATION

All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 20 hours. Once the packaging and shipping process has started, it can no longer be canceled.

KEEP IN CONTACT WITH US

We’re continually working on our online store and are open to any suggestions. If you have any questions or proposals, please do not hesitate to contact us.