Shipping and Delivery Policy

By ordering from the Metro website or application, you acknowledge that you have read, understood and agreed to our shipping and delivery policy, which means complying with these policies.

In all its contents, and that you are subject to all applicable laws and regulations, and you also acknowledge that you are responsible for compliance with any applicable local laws.

All our shipments are subject to all policies, terms and conditions of service provided by our shipping and delivery broker and Metro Store cannot be claimed. In no case will we be entitled to any compensation or dues in the event that the order is confirmed and the beneficiary is notified or the customer receives the order, except in the following case:

If the item you received is damaged or defective, you can submit a return request to customer service through the approved means of communication in order to take the necessary measures regarding receiving the item, examining it, and completing the return or exchange procedures.

Step one:

After completing your order and changing its status to (in progress), your order will be processed. In case of any inquiries, you will be contacted by Metro Store customer service via the mobile number registered in the order. You must write all the information correctly (especially the shipping city must be the same as the delivery city and not the nearest city) to prevent the shipment from being cancelled if it arrives in the wrong city, which will result in the order being cancelled and the shipping amount being deducted. It is always preferable to provide an alternative number for emergency contact in case the primary phone is not answered, and also write the location in detail to facilitate direct access to the site.

#Warning: The store is not responsible for any request that the customer does not respond to within a week from the date of the request.

Step two:

Your order will be shipped via SMSA or Aramex according to your choice of shipping company (other shipping companies will be added soon). Once your order is ready, a message will be sent to the mobile number registered in the order with the shipping policy number to track the shipment and coordinate with SMSA or Aramex according to your choice of shipping company to receive your order and deliver it to your location registered in the order. If the customer does not receive the shipment, it will be placed in the nearest SMSA or Aramex branch according to your choice of shipping company for the same delivery area to receive from the branch within 3 days of the shipment arriving in the same city. If it is not received, the order will be returned and the return amount will be deducted in the same value as the shipping amount. The customer will be informed of the appropriate and least expensive alternative shipping method for him.

*The shipment is tracked and received by the customer directly with the shipping company.

-What is the shipping cost inside and outside Saudi Arabia?

Shipping cost to all regions within the Kingdom of Saudi Arabia is 28 riyals

Shipping to the Gulf countries is calculated according to weight, and the customs cost is also calculated for the customer.

-What is the approved shipping company?

The approved shipping companies for areas within the Kingdom of Saudi Arabia are “SAMSA” and “Aramex”, due to their high level of safety and customer care.

-How many days do I have to wait for my order to arrive?

You won't have to wait long, we'll process your order as soon as you complete your purchase.

Your purchases will reach you within 1-5 business days within the Kingdom of Saudi Arabia.

** Note: Under the current circumstances (Corona epidemic), there may be a delay in delivering or returning the order beyond our control. We wish you safety.

- How can I track my order and where it has reached?

The shipment number will be sent to your mobile number registered in your account with us and you can go to SMSA Track My Shipment, and you can also contact them for any inquiries regarding shipping and delivery through the contact numbers.(SMSA Track My Shipment)

-Can I change my address after ordering?

Unfortunately we cannot do this if the order has been shipped.

- How will my order be handled if it was shipped but I did not receive it because (I registered the address incorrectly, or I was not present, or because I registered the contact number incorrectly, or because the delivery representative did not respond) and it was returned to you?

If your order is returned due to an error on your part, the shipping cost will be deducted from the customer.

Shipping outside Riyadh:

The product is ordered directly from the online store and payment is made before shipping through the various payment methods activated in the store. Soon, cash on delivery will be available for all regions of the Kingdom.
The expected time for shipping the order is from the time the order is shipped until it reaches the customer from 1-5 working days.
The official working days of the store are from Saturday to Friday, on holidays and official holidays Metro store will remain open. Provides its services to you at all times
Shipping is available to all cities within the Kingdom of Saudi Arabia and will soon be available in the Gulf and internationally.
After the shipping process, the customer will be notified of the shipping information directly.
Orders are shipped within one to five business days, depending on the shipping companies and their workload.
The customer will be contacted by the shipping company to coordinate between them at the appropriate time to deliver the order.
When the order is sent to the shipping company, the product is out of the jurisdiction of Metro Store. The shipping company is responsible for the safety of the order.