Refund policy

Shipping, Returns & Refunds Policy

This policy applies to all purchases made from MAISON METZGER (“we”, “us”).

Shipping (Switzerland & selected international destinations)

Costs (Switzerland)

  • Free shipping on orders over CHF 100

  • CHF 10 shipping fee for orders below CHF 100

International shipping

  • Shipping fees vary by destination and are shown at checkout.

When will I receive my order?

  • Orders are dispatched from our warehouse in Basel, Switzerland within 24–48 hours (business days).

  • Transit time starts from the shipping date, not the order date.

  • Orders placed on weekends or public holidays are processed on the next business day.

  • Once your order ships, you’ll receive a confirmation email. Tracking may be included where available.
    Thank you for your patience — our small team packs every order with care.

Customs, duties & taxes (international)

Shipping costs do not include customs duties, import taxes, or handling fees that may apply outside Switzerland. Any such charges are the responsibility of the recipient. Customs processing may also cause delays.

Returns (30 days)

You have 30 days from delivery to request a return.

Return conditions
Items must be unworn, unused, with original tags, in original packaging, and with proof of purchase.

How to start a return

Option 1 — Shopify self-service (recommended)
Request a return via your customer account (you may need to create an account using the same email used at checkout).

Option 2 — Email
Email us at shop@maison-metzger.com with your order number and the items you’d like to return.

Important: Returns must be requested and approved before sending. Unrequested returns may not be accepted.

Return shipping

  • Return shipping costs are generally paid by the customer, unless the item is defective, damaged, or incorrect.

  • For international returns, shipping and any customs/import-related fees may apply and are not always included.

Return address (only after approval)

MAISON METZGER 1888 AG
Sissacherstrasse 31
4052 Basel
Switzerland

Damaged / defective / wrong item

Please inspect your order on arrival and contact us immediately at shop@maison-metzger.com so we can fix the issue.

Non-returnable items

We do not accept returns for:

  • Sale items

  • Personalized / custom items

  • Gift cards (see below)

Gift cards: Gift cards are non-refundable. If your gift card has expired, we can extend it upon request — please email shop@maison-metzger.com.

Exchanges

We don’t offer direct exchanges. Please return the item and place a new order once your return is approved.

Refunds

  • Once we receive and inspect your return, we’ll confirm approval by email.

  • Default: refunds are issued as store credit / voucher.

  • Cash-out (if needed): if you prefer a refund to the original payment method, contact shop@maison-metzger.com — we can arrange this upon request.

  • Approved refunds are typically processed within 10 business days (payment providers may take longer to post). If more than 15 business days have passed since approval, contact us.

EU 14-day right of withdrawal (EU deliveries only)

If your order is shipped into the European Union, you may cancel/return within 14 days of delivery, provided items are returned in the same condition (unworn/unused, with tags, original packaging, proof of purchase).