Refund policy

You can return your ordered items to us within 14 days. However, we can only accept returns of undamaged items in their original packaging. We therefore recommend that you try on shoes on a soft surface (e.g. carpet) and check them. Please take care not to remove any labels and do not soil the items.

If you would like to return items from several orders, please make sure to enclose all return slips for the respective orders. This makes it easy to keep the deliveries separate.

Please note: For orders under CHF 39.95, the shipping costs are due and payable even if all the goods are returned. The CHF 6.90 will not be refunded or deducted from the invoice.

Orders on our online store

FREE RETURN OR EXCHANGE IN A METRO BOUTIQUE BRANCH

-Bring the items you would like to return or exchange to a Metro Boutique storewith the corresponding return slip.

- The amount of the returned items will be refunded to the payment method selected when ordering within 10 working days. A cash refund at the store is not possible.

- If you wish to exchange items, you can select the replacement items directly from the store range. Exchange only on presentation of a valid official ID.

- When ordering in a store with home delivery, refunds will be made using gift cards that are valid in stores and online.

RETURN BY POST FOR A FEE

Instructions for returns

To make a return, you will need the return slip that is enclosed with your parcel.

If you no longer have this, you can log in to "My account" and download it via "My orders" in the order details.

Place the items in the parcel, protected in their original packaging, and also enclose the completed returns form.

Seal the parcel and attach the address label so that it is clearly visible. You can post the parcel at any postal parcel acceptance point. You pay the shipping costs.

After checking your return, the corresponding amount will be refunded to you. Depending on the method of payment, this can take up to 14 days.

Returning a purchase made in a store

The return conditions for in-store purchases differ from online orders. In-store purchases can only be returned in-store with the receipt. Store returns are exchanged for a voucher that you can redeem in our stores.

Complaints

If an item is damaged or defective, you can make a complaint to us. To do this, we need a description of how the fault/defect occurred and 3-4 clear photos documenting the defect. The defect must be clearly visible in a picture. In addition, the entire item must be photographed once from the front and once from the back (including a photo of the sole in the case of shoes). Send the complaint by email to service@metroboutique.ch. Our customer service will check your request and give you feedback on how to proceed within a few days.