Return, Refund and Exchanges


In case you are not completely satisfied with your order, we will gladly accept returns or exchanges for everything EXCEPT:

- custom made items due to their one of a kind character

- items from our FINAL SALE selection;

You may return or exchange an order within 30 days of delivery, after that period exchanges or returns will not be possible. The customer is responsible for the return shipping costs. 

We are happy to offer you an exchange for a different size of the piece or for a new item from our store. In this case you will receive a 15% of the value of the returned item as a store credit for your next purchase. 

Before sending the item or items back, make sure that they are unwоrn, unwashed, with zero damage, have no pet hair, makeup or food stains,  and have all tags on them. Please note that if any of those requirements is missing, no exchange or refund will be proceeded. If we receive the items in a bad condition, we may charge you for dry cleaning service that starts from $10.

If you want to return or exchange an order, kindly please click below. 

The refund will be done within 15 business days after the arrival of the package. The refund will be done based on the payment method used for placing the original order.

 

Delivered Duties Paid (DDP) – Refund Terms for U.S. Returns

For all orders shipped to the United States under Delivered Duties Paid (DDP), where import duties, customs fees, and taxes were prepaid by the customer at checkout:

Customs duties, import taxes, and government-imposed fees are non-refundable.
These charges are collected on behalf of U.S. Customs and logistics partners and cannot be recovered or refunded by the seller.

When a product is returned, the refund issued will cover only the merchandise value actually eligible for return, minus the exact duties and fees prepaid at checkout, as shown in the original order documentation.

No additional amounts beyond the originally paid duty/tax sum will be deducted.
The deduction is applied cent-for-cent based on verifiable records, including carrier invoices, order receipts, or import fee breakdowns.

The final refund calculation follows this structure:
Refundable merchandise amount – prepaid duties/taxes = total refund issued to customer.

By completing the purchase, the customer acknowledges and accepts these DDP refund conditions prior to order fulfillment.

If you have any questions or concerns, please do not hesitate to CONTACT US.

Happy shopping!



Frequently Asked Questions

This is how it works:

1. Select the items that you want to order and add them in the cart.

2. Fill carefully your delivery information and be sure that there isn't missing or invalid information which will reflect on the delivery. 

3. On the next step select delivery option you want.

4. After you select the delivery option, choose the payment payment method.

5. Complete your order. 

We offer standard and express delivery.

We offer payment via PayPal, Credit Card, Cash-on-delivery and Splitit-pay on instalments.

Everything you see in our online store is entirely handmade which means that it requires a certain amount of time to get ready as we rarely have items in stock and available for immediate shipping. We need 1-2 weeks for production. You will be able to track the shipment with the tracking information we will provide once the package is shipped.

In case you are not completely satisfied with your order, we will gladly accept returns or exchanges for everything EXCEPT:

- custom made items due to their one of a kind character;

- face masks due to hygienic reasons;

You may return or exchange an order within 30 days of delivery. You also need to contact us within 30 days of delivery, after that period exchanges or returns will not be possible.

We offer two return options:

1) We offer an arranged return shipping for some destinations in Europe. We can send a courier who will pick up the package from your home or office and deliver it to us. We recommend this option because it is safe and fast. The price depends on how many items you need to return, their weight and the area from which you are sending the items back.

If you choose this option, please contact us at metamorphozaoffice@gmail.com and we are going to do our best to help you arrange the return.

2) You can also manage the return yourself by choosing a courier and arranging everything alone. If you prefer this option, please read more at CLICK HERE.

We're very sorry if your item arrived damaged or defective. You can make a claim for the item by contacting us at metamorphozaoffice@gmail.com.

If you are requesting a refund, note that it will be done within 20 business days after the arrival of the package. The refund will be done based on the payment method, used for placing the original order. If you used PayPal, the amount will be received there; if you used a credit card, you will receive the funds on your bank account.

Please read the information in our SIZE GUIDE page.