Shipping & returns
Shipping queries
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What are the shipping options available?
We offer standard (2-4 days), and priority shipping (24H) options to meet your needs. Shipping times and costs vary based on your location and the selected shipping method
What if my order arrives damaged?
If your order arrives damaged, please contact us at hello@mymetly.com with details. We will arrange for a replacement or refund upon receipt of your damaged goods
Do you ship internationally?
For now we only ship within the UK, but we are planning to expand to Europe in the coming months so watch this space!
Can I change my delivery address after ordering?
We will do our best but we ship out fast! Please contact hello@mymetly.com as soon as you spot an issue or require a change
How can I track my order?
Once your order is shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track your order through the carrier's website
What happens if I'm not home for delivery?
If you're not home, the courier will leave a notice and attempt to redeliver. In some cases, your order may be left with a neighbour or at a local post office for collection
Do you charge for shipping?
We offer free standard shipping on orders over £60 and for any subscription deliveries. For orders under £60, shipping charges will apply at the checkout
How long will my delivery take?
Delivery times depend on the shipping method chosen at checkout. We offer standard (2-4 days), and priority shipping (24H) options to meet your needs
Returns
What is your return policy?
We accept any return within 30 days of purchase and will provide your money back no questions asked! After that we offer a 2-year warranty on all core product parts
Can I get a replacement for a defective product?
Yes, if your product is defective, contact us within the warranty period of 2 years, and we will get you back to enjoying your filtered water on the go as quickly as possible!
How do I return a product?
To return a product, please contact our customer service team at hello@mymetly.com to receive a return authorization code and instructions on how to send your item back to us
Are parts of the water bottle replaceable?
Yes, certain parts of the water bottle are replaceable.. Replacement parts can be ordered by contacting customer service at hello@mymetly.com
Will I be refunded the shipping cost when I return an item?
Please note that the cost of return will need to be covered by the customer, as we do not offer free returns.
What if the replacement part I need is not available?
We will do our best to find a suitable solution for you so please do get in touch at hello@mymetly.com