Metro Brazil UAE: delivery, returns and customer service

Customer service

The UAE site lists a Dubai WhatsApp number, 04 549 0388, and the email contact@metrobrazil.com. Both are described as available 24/7. The site also has a contact page in its help centre.

Because several of Metro Brazil's rules run on short clocks (3 hours to change an order, 6 hours to fix an address), WhatsApp is the practical choice for anything urgent. Email suits questions that can wait, such as a refund that has not appeared yet.

Delivery options, couriers and fees

Orders are packed within 24 hours of confirmation, and that day is not counted in the delivery estimate. After packing, express shipping takes 2–4 working days and standard 4–7. Parcels travel with Naqel, Aramex, SMSA or DHL; you do not pick the courier.

The header on the UAE site shows free delivery from 199. Below that, the fee appears at checkout once your address is in; no amount is printed in the policy. Customers who reach VIP level (more than AED 1,000 of orders over a 12-month period, all under one account and email) have express shipping at no charge.

Plan around busy periods. The policy names Ramadan, Eid Al-Adha, White Friday, the end of the year and national days as times when parcels slow down, and it does not refund standard or express fees when a delivery runs late.

Tracking and changing the address

Once the parcel ships, tracking details arrive by email and text message to the contact details on the order. You can also log in to your account, or use the Track Orders link on the site, to see where it is.

Spotted a wrong address or phone number? Tell customer support inside the first 6 hours, while the parcel is still in the warehouse. After it ships, the courier handles any change. If a wrong address is never corrected and the parcel goes astray, the policy places the loss on the customer, with no refund. The same applies if nobody is there and the courier cannot reach you.

Cancelling or changing an order

A change or cancellation is possible within 3 hours of ordering, before the order ships, and before 3 PM Dubai time on a working day (the policy also gives this as 2 PM Mecca time, the same moment). An order placed at 2:30 PM therefore has only half an hour left that day.

Returns and exchanges

GCC orders get one return or exchange, started within 7 days of receipt. A long list is final sale: all shapewear and body-hugging garments, underwear and lingerie, intimate, health and personal-care products, gift cards, free gifts and anything marked final sale. Everything else must be unused, untried, in its original packaging and with all tags.

You pay the shipping in advance. Oddly for a UAE page, the fees are written in Saudi riyals, SAR 30 to send back and SAR 45 to swap, with no dirham equivalent; alternatively, you can ship the parcel to the company address yourself and send them the tracking number.

1. Message Metro Brazil within 7 days of receipt to start the return or exchange.
2. Pack the item in the same type of packaging it came in, bag or box. This is mandatory; items in the wrong packaging are sent back to you without notice.
3. Pay the return fee, or arrange your own shipment to the company address and share the tracking number.
4. Hand the parcel in at the nearest Aramex or SMSA branch, or have it collected.
5. Allow 3–6 working days for it to reach the warehouse, which processes it within 24 hours.

Refunds

After the warehouse accepts the item, you pick the form of the money: store credit on the same day, or a transfer back to the card or wallet you paid with, which needs 7–15 working days. For an exchange, the replacement ships within 3–6 working days.

Some amounts come off a refund. The policy deducts duties and VAT. If a shipment is refused or unclaimed and comes back to Metro Brazil, the shipping, duty and tax already paid are deducted and the rest is refunded or credited; if it is destroyed instead, nothing is refunded. Items that fail the condition check are returned to you rather than refunded.

Payment methods

UAE checkout takes debit and credit cards and the Apple and Google wallets, and Tabby or Tamara if you want instalments. Cash on delivery is not offered. Prices on the UAE site are in dirhams. Codes and offers are covered on our Metro Brazil UAE coupon page.