If you’ve got a question about one of our products, an order, payment, delivery or return, you should be able to find the answer below. Simply click on the relevant heading, eg Ordering and then on the question that matches your query.

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Ordering

Once you’ve found the product you’d like to buy, select a size from those available and click ‘Add To Bag’. Repeat this for any additional items you’d like to purchase.

To complete payment, click 'checkout' and 'checkout securely now'

You’ll be prompted to log in if you are already a member, or asked to checkout as a new customer. Once this has been done and payment has been completed, you’ll receive an email to confirm that your order was successful.

You can, but please call us on (03330 038 569) as soon as possible. All orders placed before 5pm are dispatched the same working day and once your order has reached a certain point within the dispatch process, we are unable to make any changes to it. We can only make changes that do not increase the value of your order.

Once payment has been processed, we’re unfortunately no longer able to edit your order.

If you’d like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we’ll do everything we can to make sure they’re sent out together. Any additional postage costs incurred will then be refunded to you as soon as possible.

We appreciate that circumstances could arise in which you may need to cancel your order.

This is possible, but please be quick to request cancellation. Unfortunately once an order has reached a certain point in the dispatch process, it can no longer be cancelled, but if you can email (customerservices@metissier.com) or phone us (03330 038 569) as soon as possible, we can try to help you. Please note that all orders placed before 5pm will be dispatched the same working day.

For security reasons, orders can only be taken online. If you encounter any problems when placing an order online, please get in touch with us via email or phone (03330 038 569) and we’ll do our best to resolve the issue.

Payments

metissierparis.com accepts the following credit cards for online orders:

  • Maestro/UK Maestro
  • MasterCard
  • Visa
  • Visa Electron

You can also pay for an online purchase using PayPal.

metissierparis.com does accept PayPal payments. As a security measure, if the delivery address on your order is not a confirmed address on your PayPal account, you will receive an email to your PayPal registered email address for confirmation before your order is accepted. Once you reply to this email, your order will be considered authorised and we will dispatch it to your selected address.

Please reply to any emails as soon as possible. Métissier Paris cannot be held liable for any delays to delivery incurred as a result of your failure to respond.

When you pay using PayPal, we receive a notification from PayPal to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately, we'll have to cancel your order and process a full refund.

When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.

As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.

Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately, this is completely out of our control.

By default all products sold on our website are in GBP. For all orders outside of the UK, currency conversion is available.

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

Yes. Any items purchased from the metissierparis.com are inclusive of VAT when purchased inside of the EU. Customers outside of the EU are not subjected to VAT.

Delivery

We have various delivery options available to our UK customers including home delivery which includes an express next day service. Standard home delivery is charged at £2.95 or FREE on all orders over £40. Next day delivery is charged at £3.95. Orders placed before 5pm Monday to Thursday will be delivered Next Day. Orders placed after 5pm on a Thursday, anytime on a Friday or over the weekend (before 5pm on Sunday) will be delivered the following Monday (excluding Bank Holidays).

Certainly. Just select your country at checkout. Unfortunately however, we can’t provide next day delivery to the Channel Islands at present.

For a comprehensive list of countries we deliver to, please click here. For security reasons, all international orders must be delivered to the billing address, and additional security checks may be administered. If this is the case, we will contact you by email. Failure to reply to these emails may result in your order being delayed or even cancelled.

UK Next day delivery: Orders placed before 5pm Monday to Thursday will be delivered Next Day. Orders placed on a Friday or over the weekend (before 5pm on Sunday) will be delivered the following Monday (excluding Bank Holidays).

European delivery: delivered within 3-10 working days from placing your order.

Rest of World delivery: delivered within 3-10 working days from placing your order.

Sorry, we can’t schedule delivery for a particular day.

Unfortunately we can’t offer this service at present.

When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch and providing you with your tracking number.

We use a variety of couriers including Hermes and DPD, your will receive a dispatch email confirming which courier your order is being shipped with. Alternatively contact us on (+44) 03330 038 569 or customerservices@metissier.com to find out.

You will receive tracking details for your order in the dispatch email from the courier.

If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by email (customerservices@metissier.com) or phone (03330 038 569) and they’ll investigate this for you.

Please contact us immediately by email (customerservices@metissier.com) and we will process a denial of receipt claim with the courier.

Unfortunately we are unable to issue a refund or send a replacement order until the courier has completed their investigation.

If for any reason you weren’t around when the courier attempted to make your delivery, they’ll leave a card to let you know.

If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately, we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.

If you’ve entered an incorrect address, please let us know via email (customerservices@metissier.com)or phone Can I cancel my order?

We appreciate that circumstances could arise in which you may need to cancel your order.

All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on file at your card issuer.

In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.

Returning an item couldn’t be easier! Simply fill out the returns form you received with your order, and follow the instructions on the returns leaflet that was included with your parcel. Make sure your items are secure and properly labelled to ensure they get back to us safely. If you’re returning footwear, please don’t attach any labels or sticky tape to the footwear box as your return won’t be accepted. If you've paid by PayPal, credit or debit card, you can return your items to: Métissier Paris Website Returns Department Point 62 Touchet Hall Rd Stakehill Industrial Estate Manchester M24 2RP United Kingdom

Just complete the returns form included in your parcel and follow the instructions on the returns form included in your delivery documents.

To exchange any item, please contact our team who will be happy to help you. You can email us on customerservices@metissier.com or call us on (03330 038 569)

The cost of returning item(s) to us is £2.50. You won’t have to pay up front to return the parcel, but £2.50 will be deducted from the amount we refund to you (unless you are returning a faulty item or returning for an exchange which is free of charge). If you choose to use any other returns method, you will be liable for the full cost. International Customers You will be responsible for the cost of returning the item(s) to us.

We ask you return your items to us in an unused and saleable condition within 14 days of receipt. Our full returns policy can be found here.

We aim to process all returns as soon as we receive the goods. However, please make sure that fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return.

You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately this timescale is outside of our control and dependant on the card issuing bank/PayPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.

If you have placed your order online and you are returning goods, your shipping notice will be accepted as your receipt.

Unfortunately we're unable to accept a return without some form of proof of purchase. We apologise for any inconvenience caused.

If you have ordered internationally, unfortunately you are responsible for delivery costs incurred when returning an item. This cost will be deducted from the amount refunded to you.

Yes, all items can be returned for a refund within 14 days. You will be refunded the price you paid for the item.

We aim to refund you as soon as your return has been received in our store and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

This means that we unfortunately no longer have your size in stock.

We may be expecting a delivery however, so please send us an email (customerservices@metissier.com) to check. In the case of reduced items, it’s very unlikely that we will be receiving a restock and only the sizes displayed will be available.

We do everything we can to tell you all you need to know about our products. If there’s something you want to know about a particular product that isn’t show, please contact us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help.

All products on the website are shown in UK sizes. Size guides are detailed on each product page. These should help you to choose the size you want and will also help you to convert our UK sizes in to the equivalent US and EU sizes if required.

Feel free to contact us via email (customerservices@metissier.com) or phone (03330 038 569) if you have any questions about sizing and we’ll do our best to help.

Yes. We are a certified retailer for all the brands we stock and only sell 100% authentic merchandise.

Unfortunately we are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

Faulty and missing items

If you think the item you received is faulty please get in touch with us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help.

Unfortunately on rare occasions we are unable to send all of your order.

This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.

Please accept our sincerest apologies, but occasionally mistakes can happen.

If it's happened to you, all we can do is apologise and promise that we'll do our best to sort this for you as soon as possible. Get in touch via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll advise you what to do. You should find some handwritten initials on the shipment notice received in your parcel, please let us know what these are as they will help us to identify the member of staff responsible for picking and checking your parcel.

Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.

You can check stock availability by contacting us via email (customerservices@metissier.com) or phone (03330 038 569).

If for any reason you don't have your receipt and wish to return an item to us, we can also accept a credit or debit card statement clearly showing the date and time of the transaction. Unfortunately if you do not have any proof of purchase, we are unable to accept an item for return.

Technical problems

If you've forgotten your password, you can request a new one by clicking on the 'forgot your password' link at login. A new password should be sent to your email within a few minutes. If you don't receive it, please try checking your spam/junk folders in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help you.

A new password should only take a few minutes to arrive after it has been requested. If you haven't had it yet try checking your junk mail in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help you.

If you added your items to your basket on an earlier visit to our website and the sizes you require are no longer available, the 'proceed to payment' button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.

If the items are still available on the website and you are still unable to checkout, please contact us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help you. It would really help us if you could let us know details of the browser (eg Google Chrome) you are using.

This is probably because the items you have purchased are already reduced in our sale. The following Terms and Conditions apply to all promotion codes or discount code offers (including Student Discount).

  • Discount Codes and offers are valid on full price items only
  • Offers exclude all Ltd Watch, Gift Cards and any 'Exclusive Web Price' products
  • To take advantage of an offer, the relevant Promotion Code must be entered at the checkout
  • No cash or any other alternative will be given
  • The discount codes cannot be used in conjunction with any other offer
  • Refunds on any item(s) purchased using a discount code will be less the discount obtained
  • Your statutory rights as a consumer are not affected
  • Seven cannot be held responsible for third party websites failing to list voucher codes terms and conditions.

If your order meets all these requirements and the discount code still hasn't worked then the likelihood is that your discount code has expired and is no longer valid.

If you can’t find the answer to your question then please don't hesitate to contact us via email (customerservices@metissier.com) or phone (03330 038 569) and we’ll do our best to help you.