Metro Brazil Qatar: delivery, returns and customer service

Customer service

For Qatar, Metro Brazil lists WhatsApp on +966 9200 31958 and email at contact@metrobrazil.com, and says it answers round the clock. There is no Qatari phone line in the pages we read.

Message on WhatsApp when the clock is running, for instance to change sizes before the 2 PM cutoff, and keep email for slower questions like the status of store credit.

Delivery to Qatar

After you confirm the order, packing takes up to a day and is not part of the delivery estimate. Express then runs 2–4 working days and standard 4–7. Four companies carry the parcels, Naqel, Aramex, SMSA and DHL, and the site does not let you choose.

The header on the Qatar site reads free delivery +399 QAR; under that the fee is calculated at checkout from your address and is not printed in the policy. VIP customers, who pass QAR 1,000 in a year, get express delivery free.

Ramadan, Eid Al-Adha, White Friday, the end of the year and national days are named as slow periods, so order early before Qatar National Day or a family occasion. Delivery fees are not refunded when parcels run late, whatever the reason.

Tracking your parcel

When the parcel leaves, you get its tracking details by email and text message. The same information is available after signing in to your account on the Qatar site.

If you typed the wrong address or number, you have 6 hours from ordering to tell customer support, and only while the parcel is still unshipped. Once it is on the road, the courier is the one to contact. The policy is firm about the rest: a wrong address you never corrected, or a delivery that fails because nobody coordinated with the driver, is not refunded.

Changing or cancelling

Three conditions must all hold: no more than 3 hours since you ordered, the parcel not yet shipped, and the time before 2 PM Mecca time (3 PM in Dubai) on a working day. Doha shares Mecca's time zone, so read it as 2 PM local. Orders placed in the evening generally miss that day's window.

Returns and exchanges

From Qatar you can return or exchange once, starting within 7 days of delivery. The item must be untried, unused, with every tag on and in its original packaging; anything worn, washed or altered is refused. Final-sale goods cannot come back at all: shapewear and body-hugging garments, underwear, lingerie, intimate, health and personal-care products, gift cards and free gifts.

The customer covers return shipping, paid before sending. The Qatar page states this in Saudi riyals (a return is SAR 30, an exchange SAR 45), even though the site otherwise uses QAR. Sending the parcel yourself to the company address, with a tracking number, is the alternative.

1. Contact the store within 7 days of the parcel arriving.
2. Put the item back in the same type of bag or box it came in; the wrong packaging gets it sent straight back to you.
3. Settle the fee in advance, or post it yourself to the company address and share the tracking number.
4. Leave it at the closest Aramex or SMSA counter, or book a collection from home.
5. Allow 3–6 working days for the journey to the warehouse; processing follows within 24 hours.

Refunds

Store credit lands on the day the warehouse handles your item; money back to your card or wallet takes 7–15 working days. Exchanges ship the new item within 3–6 working days.

The policy also deducts duties and VAT from refunds. A parcel you refuse or leave unclaimed may come back to Metro Brazil, in which case shipping, duty and tax are subtracted and the balance is refunded or credited; if it is destroyed, you get nothing back. Items that arrive in the wrong condition are returned to you instead of refunded.

Payment methods

In Qatar you settle the order by card or through the Apple or Google wallet; there is no option to pay the driver in cash, and Tabby and Tamara are not listed for Qatar. Because prices are in QAR, the amount at checkout is what your card is charged. Codes and offers are on our Metro Brazil Qatar coupon page.