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REGISTER:
How can I register with the Metro de Madrid store?
Once you have accessed the website of the Metro de Madrid store, you should select “Start session”, and then “Create account”, where you need to fill in your personal details.
Once registered, you can enjoy many advantages:
- You will save time in your future purchases because you will not need to introduce your details each time.
- You will be able to consult the state of your orders at any time and revise your purchase order history.
In order to not have to identify yourself each time you go into the Metro de Madrid store, activate the option “Remember me”.
How can I recover my password if I forget it?
If you have forgotten your password, you can recover it by clicking on the authentication section. Introduce the email address you used to register with and we will send you a new password.
Can I change my password?
Yes, once you are in your account, you can change your password by clicking on the section “Personal information”.
SHOPPING:
What method of payment can I use to shop?
Purchases can be made by Visa, MasterCard and Maestro credit card/debit card.
Can I get an invoice in the name of my company?
Yes- You can ask for a full invoice by contacting us through our web form and providing the following details: order number, company name, address and tax ID number.
Can I collect my order from the Metro de Madrid stores in Plaza de Castilla and Sol underground stations?
Yes, by clicking on the option “Collect from store”. This option has no associated logistics costs.
At any event, shipping costs will always be shown before the order is formalised and accepted.
TRACKING:
How can I guarantee to have correctly placed my order?
Once your order is placed, you will be sent a confirmation of receipt by email or any other equivalent method of communication to the address you have previously provided within the following 24 hours.
If you do not receive this confirmation in the time indicated, please contact us through the web form or by ringing 91 779 63 98.
Can I cancel or modify my order?
At present, it is not possible to cancel or modify your order, since your purchases are prepared as soon as you confirm your order to us on the web page.
Once you receive the order, you can ask for a return using the method stated in point 5.
What is the status of my order?
Once you go into your customer account, you will be able to track the status of your order by clicking on the drop-down menu “Purchase order history”.
RECEPTION:
How long will my order take to arrive?
Arrival times may vary according to circumstance, such as the location of the destination, the delivery company, etc. The Metro de Madrid store will do everything possible to ensure that this period does not exceed 5 days.
What will happen if my order is delayed?
If more than 7 working days have elapsed and you still have not received your order, please contact us. We will check the location of your order and issue an instruction for this to be tracked.
What should I do if I receive a defective product?
If, at the time of delivery, you visibly and clearly realise, without the need to open the shipment packaging or the product packaging, that the product is defective caused by damage in transportation or you realise a mistake has been made in the merchandise delivered, you should state this on the delivery note and communicate this to the vendor, through the web form available in your “Purchase order history”. The time limit for instigating the return of the affected product(s) and accordingly, the replacement with a new product or the reimbursement of the price paid is 24 hours as from the delivery of the order.
Defects caused during transportation that are only seen after having unpacked the product should be notified in the first 24 hours as from the delivery of the order, stating the order number, the damage caused to the product and instigating the return of the product affected and accordingly, the replacement with a new product or the reimbursement of the price paid for the same. In this case, we will instigate the process to collect the order.
RETURNS:
How can I return a product purchase online?
Return of unwanted products:
If you wish to return a product without any justification, you should click on your “Purchase order history”, select the product in question, state the reason for the return and press “Return product”.
Once you have notified your decision to return the product(s), you should send them with the original packaging and labelling, together with the purchase receipt, to the following address:
Metro de Madrid, S.A.
Servicio de Logística y Almacén, La Tienda de Metro de Madrid
C/ Néctar s/n
28022 Madrid
The period for making such a return will be 14 days from the date of receipt of the product.
Return of defective or incorrect products:
If the product received shows signs of being defective or does not correspond with the product(s) ordered, you should instigate the return through the web form in your “Purchase order history”, stating the reason for the return. In this case, we will get in touch with you to initiate the process for the collection of the order.
Logistics costs for the return of products:
The Metro de Madrid store will assume the logistics costs associated with the return of products in those cases of a mistake in the product ordered, a defect in the product or for damage caused during transportation.
For other returns, the logistics costs of said return will be for the account of the customer.
How will I receive the amount of my refund?
Once the product has been returned, the Metro de Madrid store will revise the product(s) received. The amount of the refund will be settled in the same way as the payment was made.