IF I ORDER MORE THAN 1 ITEM, CAN YOU OFFER ME A POSTAGE DISCOUNT?
We are not always able to offer postage discounts as our postage fees are calculated based on weight. Postage costs are listed in the POSTAGE AND PAYMENTS tab on each listing. Any discounts listed here will only be applied when using the ADD TO BASKET option and paying for your items in one transaction. Paying for items individually will be liable to the full postage cost which we are unable to refund once the order has been placed.
HOW CAN I CONTACT YOU IF I HAVE ANY PROBLEMS WITH MY ORDER?
Our customer service team are happy to assist with any problems with your order or any queries you may have about our products. Please use the CONTACT SELLER option to send us a message via the eBay messaging system. We aim to reply to all messages within 24 hours Monday-Friday. Any queries sent over the weekend will be responded to on the following Monday.
HOW LONG DOES DELIVERY TAKE?
The service you choose when you place your order will determine when you should expect to receive it. We dispatch items the same day before 9am for standard delivery and 3pm for Next Day Delivery, any orders received after this time will be dispatched the following working day. For all standard UK deliveries, the estimated delivery time is 3-5 working days after dispatch. For Special Next Day Delivery, delivery is guaranteed before 1pm the next working day (If ordered before 3pm). International delivery times vary from country to country but generally takes 5-8 working days within the EU and 8-10 working days for the rest of the world. Please allow for these timescales before contacting us about your parcel.
MY PARCEL HAS NOT ARRIVED, WHERE IS IT?
For items sent via a tracked postal service, you will be sent your tracking number via email once we have shipped your parcel. Please check the status on your tracking number in the first instance. If your parcel is showing as delivered but you do not have your item, we recommend checking in any safe places or with any neighbours to see if they have accepted the parcel on your behalf. If you still cannot locate your parcel, please use the resolution centre to open a case for eBay to review. If your tracking does not show as being delivered or your parcel was untracked and has not arrived after 7 days, please contact us to try and resolve this for you.
HOW CAN I RETURN MY ITEM IF IT IS NOT SUITABLE?
We offer a 14 day returns policy which starts from when you receive your parcel. You are not required to obtain permission from us to return an item, assuming it is still in an unused condition with the tags intact. Simply fill out the returns section of the invoice included in the parcel and post it back to us with your item to our returns address which is: Metzuyan LTD, Pilot Mill, Bury, BL9 9EF. We recommend using a tracked service to return items in case any problems arise with your return. If you have received a damaged or incorrect item, please contact us to obtain a free returns label.
I'VE RECEIVED AN INCORRECT ITEM OR MY ITEM IS FAULTY, WHAT DO I DO?
We have a quality control procedure in place to try our best to keep incorrect items/faulty items being sent to an absolute minimum. If on the rare occasion you receive an item that is damaged or that is different from what you ordered. please contact us as soon as possible to inform us of the issue. Our customer service team may request photographs from you to be able to issue you with a free returns label. To speed up this process we recommend attaching images of the problem item to your initial message to us. We will endeavour to replace or fully refund for any items which are damaged or incorrectly sent.
