FAQ
How much does my shipping cost, how long does it take and which countries do you deliver to?
Is it possible to change or cancel my order?
Unfortunately, we cannot cancel your order or edit the shipping details after you have received a confirmation email. We are also unable to combine orders, change sizes or add or remove items from an existing order once it has been placed. For further assistance, please contact our Customer Care Team customercare@nicolametzger.com.
Returns and refunds.
If you do not like your product or would like to exchange it, please email us at at: return@nicolametzger.com within 14 days of receiving the product. We will then email you the returns document, which you must complete and return to us within 14 days, together with the unworn product in its original packaging. We ask you to pay for the postage of the return yourself. The purchase price will be credited to you within 14 days of checking the goods. In the unlikely event that an item is returned to us in an unsuitable condition or outside the 14 day returns period, we reserve the right not to refund you. If you wish to have it returned to you, we may require you to pay the shipping costs.
Why was my order cancelled?
If an item in your order is not available, we will contact you within 24 to 48 hours regarding the cancellation. Your money will be refunded immediately.
What do I do if I have a complaint?
Please email us at: customercare@nicolametzger.com. Describe your problem and send us a photo so that we can understand your problem. We will then take care of your problem as soon as possible.
The item is defective/damaged or wrong:
We are sorry. We assure you that we are committed to providing you with the best possible quality. However, sometimes the workmanship or material quality may not be perfect because our products are made by people, not machines. And because mistakes can happen, even if only in exceptional cases. In such a case, please contact us as soon as possible via email customercare@nicolametzger.com and include your order number. Please also send us a picture of the product in your email. We will do our best to find a quick and satisfactory solution.
Can I get an exchange instead of a refund?
We cannot exchange your items. Any items you return will be refunded as soon as we receive them. If you would like a different size or colour of an item, please place a new order.
The item I want is no longer available.
If you like a product that we no longer have in stock, please email us at customercare@nicolametzger.com and we will take care of your request.
I am unsure about the size/fit.
All the information to ensure a perfect fit is provided in our product descriptions. If you need further assistance, please contact us at
customercare@nicolametzger.com.
I have seen a product in a magazine / Instagram or elsewhere of yours - where can I buy it?
Please send an email to customercare@nicolametzger.com, preferably with a photo of the product or a description. We will then take care of your request.
Are there any extra costs for orders to Switzerland, Great Britain, Liechtenstein, Norway and Iceland?
You will have to pay additional fees such as customs duties and import VAT as soon as you receive the package from DHL (depending on the items ordered).
Can I purchase vouchers?
To purchase a voucher, please write to us at: customercare@nicolametzger.com. We are happy to help!
Are there any rewards I can collect?
Not yet. But maybe soon. Please sign up for our newsletter and we'll let you know if we offer anything like this.
Do you have your own shops?
No, not yet. But maybe soon. Please sign up for our newsletter. We'll let you know about anything exciting as soon as we can!