Metro Brazil Oman: delivery, returns and customer service

Customer service

The Oman site gives WhatsApp +966 9200 31958 and the email contact@metrobrazil.com, and describes both as 24/7. No Omani phone number appears in the pages we read.

Keep the order number to hand when you write. For anything tied to the 3-hour or 6-hour windows, WhatsApp is the sensible choice.

Delivery and customs

Packing takes up to 24 hours after confirmation and is not counted in the estimates. The policy then quotes 2–4 working days on the express service and 4–7 on the standard one, with Naqel, Aramex, SMSA or DHL doing the carrying.

Omani orders cross a border, and the policy names customs processing among the causes of delay it does not control, together with carriers, weather and busy seasons: Ramadan, Eid Al-Adha, White Friday, year end and national days. Late arrival never earns back the delivery charge.

The Oman header shows free delivery +299 with no currency, and the Oman FAQ mentions a higher bar; the site prices in dirhams. Your actual fee appears only after you enter an Omani address. Free express delivery is reserved for VIP clients, with no Oman threshold published.

Tracking and missed deliveries

You receive tracking by email and SMS once the order ships, and can check it in your account as well.

Address or phone corrections are accepted within 6 hours of ordering if the parcel has not left; after that, they go through the courier. The policy does not refund a delivery that fails because the customer was absent or did not coordinate with the driver, and a wrong address left uncorrected is at the customer's risk. Make sure the phone number on the order works in Oman.

Changing or cancelling

Changes and cancellations are allowed within 3 hours of ordering, before shipping, and before 3 PM Dubai time (2 PM Mecca) on a working day. Muscat is on Dubai time, so the local cutoff is 3 PM.

Returns and exchanges

Oman orders count as GCC orders: one return or exchange, begun within 7 days of receipt. Items must be unworn, untried, with tags and in original packaging. The final-sale list rules out shapewear, body-hugging garments, underwear, lingerie, intimate, health and personal-care products, gift cards and free gifts.

The customer pays return shipping in advance; the Oman page quotes SAR 30 per return and SAR 45 per exchange in Saudi riyals. Shipping it yourself to the company address with a tracking number is also accepted.

1. Message Metro Brazil within 7 days of receiving the parcel.
2. Repack the item in the same type of bag or box; otherwise it is sent back to you.
3. Pay the fee, or send it yourself to the company address and share the tracking number.
4. Leave it with Aramex or SMSA at one of their counters, or book a collection.
5. Allow 3–6 working days to the warehouse, then up to 24 hours for processing.

Refunds and what is deducted

Choose store credit for a same-day payout, or a refund to your original method in 7–15 working days. A replacement is shipped within 3–6 working days.

Duties and VAT come off every refund. If you refuse customs charges, the parcel may be sent back and the shipping, duty and tax already paid are deducted before the remainder is refunded or credited. If a refused or unclaimed shipment is destroyed, there is no refund. Returns that fail the condition check are posted back to you.

Payment methods

For Oman, checkout takes cards and the Apple and Google wallets. Nothing is collected in cash at the door, and the pages say nothing about OmanNet, Tabby or Tamara. The Omani storefront lists dirham prices, leaving your bank to set the rial amount. Our Metro Brazil Oman coupon page covers codes.