Q. When will I receive my order?
A. Orders are usually dispatched in 2-4 days.The delivery time depends on the shipping option selected during checkout. The transit time is only for reference and your order may be delivered to you before or later than the estimated delivery date. We do our best to deliver the products on time , however due to a lot of factors coming into play we cannot assign a set date and can only provide estimations.
Q. What are In-house products ?
A. Products which are created exclusively under Metta Clothing label or labels exclusively owned by Metta Clothing are In-house products.
Q. What are curated labels ?
A. The products under different brands or labels which we offer for sale on our webstore are selected keeping in mind the timeless & classic fashion and dressing aesthetics. These products are called as curated labels.Curated category products may or may not be surplus. For Surplus category products we always mark them in product description as such.
Q. Are the Surplus category products sold here New ?
A. All our products are 100% New. Don’t let the idea of Surplus/Ex-Chain/Ex-Catalogue lead you to presume that any of the items we sell are used. We only deal in New products.
Q. Are curated labels , Surplus category items ?
A. Not necessarily. Any item which is surplus category ( Ex-chain , Ex-Catalogue etc) will always be marked with relevant ribbons or be listed as surplus category in the product description.
Q. What are Surplus category items ?
A. India is a clothing manufacturing hub for a large number of Indian as well as International brands. Large capital at hand allows bigger brands to order manufacturing large volumes. The manufactured products however may be abandoned for a number of reasons such as excessive production , delayed shipment , minor quality issues. For these reasons , products are sold at discounted rates. Ex-chainstore , Ex-catalogue products are also surplus category products , which are usually liquidated by labels/brands/stores. We clearly mention on the product page if the products are surplus category. For Surplus category products the brand name will not be displayed in the listings. Their original hang tags/labels will be removed/delabelled/defaced on the premise of not infringing on the original brand/label. No returns request will be accepted on account of defaced/delabelled products. It is to be noted that each and every product offered is New and Unused.
Q. What does Final Sale mean?
A. Items or categories marked as Final Sale on product page will not be eligible for Returns/Refunds. Lingerie/Undergarments , Socks, Handkerchiefs,Towels,Surplus category products etc are non returnable. Any Product purchased under Sale , Final Sale , or using promo/coupon/discount codes also do not qualify for Returns/Refunds. Please read Returns & Cancellation Policy.
Q. What is a Pre-order product ?
A. These are products that will be launched exclusively for a short or limited duration at a special price at a certain date and time. Pre-order items will be clearly marked as Pre-order and will be available only for a limited quantity. Its estimated date of availability will also be displayed on the product page. Pre-order products are not eligible for Return/Refund or Cancellation once the order is confirmed.
Q.What if I have not received my order and there is no tracking update ?
A. If in a rare event , you do not receive your order within 12 days and there is no shipment tracking update ,you may raise a product Non-Delivery complaint here.
Q. How can I cancel my order ?
A. You may raise a cancellation request here within 24 hours of placement of order or dispatch of products whichever is earlier. In such a case , you will be refunded full amount including shipping cost. However, if you raise the cancellation request after the products are dispatched or after the end of 24 hours , the shipping charges will not be refunded.
Q. How can I pay using a Gift Card ?
A. At checkout, select the "Redeem Gift Card" option and enter the gift card details and click 'Apply'. Funds will be deducted from your gift card when you place your order. Incase , there is not sufficient balance in the gift card or if the gift card value doesn't cover your order total, you will be prompted to select an another payment method. It is important to not that though gift cards have no expiry date , they cannot be refunded or exchanged for cash under any circumstances. Only one gift card can be used to pay for an order. Multiple gift cards cannot be clubbed to pay for an order.
Q. What if I missed the delivery of my package ?
A. In the event the logistics service provider makes attempts to deliver the product and you are unavailable or not accepting the order or if the delivery is not possible due to incorrect shipping address, we or logistics service provider will not be held responsible for the delay or non-delivery of the order. A maximum of 2 attempts will be made by the logistics service provider to deliver the product. Beyond 2 attempts the order will be cancelled and in such a case the refund will be made after deducting the shipping charges.
Q. What if I want to return an order ?
A. Please read our Returns & Cancellation Policy before placing an order with us. If your products are eligible for returns, you may raise your return request here.
Q. What are the conditions for return ?
A. We reserve the right not to accept return of products which
(1) we believe are being returned after use, or
(2) are returned after the end of the return period (i.e return request raised 24 hours after the receipt of the product), or
(3) are damaged due to customer negligence(except where the return is on account of damaged products having been delivered to you) , or
(4) are ineligible for return as per Return & Cancellation Policy.
Q. What if I did not raise a Return request within 24 hours of order delivery ?
A. If your order is eligible for Returns as per the Returns & Cancellation Policy, it's important that you raise Return request within 24 hours of product delivery. Any requests raised later than the said timeline will not be accepted and thus no returns/refunds will be allowed under any circumstances.
Q. What if the pick up of the return product failed ?
A. In the event the logistics service provider makes attempts to pick-up the product and you are unavailable or not ready to handover the product, we or logistics service provider will not be held responsible for the delay in pick-up or processing of the quality check by us and hence the refund. A maximum of 2 attempts will be made by the logistics service provider to pick-up the product to be returned, Beyond 2 attempts the return request will be cancelled and a new return request for the same product(s) will not be accepted. However, if the pickup failed due to our error we will arrange for the pickup again.
Q. How are Refunds processed ?
A. Refunds are provided for Returned / Cancelled products, subject to the eligible return / cancellation as per Return & Cancellation Policy. The refunds would be initiated as under:
1. Return request of goods raised within 24 hours of product delivery and the product is received by us in the conditions described previously as per this policy. You will be refunded the amount of the said product(s)..
2. Cancellation request raised by you within 24 hours of placing an order or before the dispatch of products whichever is earlier. You will be refunded full amount including shipping cost. In case you cancel the products after the products are dispatched , the shipping charges will not be refunded.
3. Return of wrong order shipment. Returns will be accepted only if the request is raised within 24 hours of product delivery. Product delivery status is confirmed as per the courier reports. Refund will be initiated only upon receiving the product and after confirmed quality checks at our end.
Refunds will be made to the original mode of payment.Refunds are normally processed within 2-12 working days after the completion of quality checks of product returned and further depends on various banking and payment channels.If you face delay in credit of refund you may write to us or choose to contact the bank you hold an account with. There is usually a processing time for each bank or payment channel only after which the payment is reflected in the account.