FAQs

Register:

How do I register on the Metro de Madrid Shop?

Once you are on the Metro de Madrid Shop website, you must select "Log In" and, subsequently, "Create account", where you will need to fill in your personal details.

Once registered, you can enjoy many advantages:

  • You will save time on your next purchases as you will not have to enter your details every time.
  • You will be able to check the status of your orders at any time and review your purchase history.

To avoid having to identify yourself every time you access the Metro de Madrid Shop, activate the 'Remember me' option. You will save time on your next purchases as you will not have to enter your details every time.

How do I recover my forgotten password?

If you have forgotten your password, you can recover it by accessing the authentication section. Enter the email address you used to register and we will send you a new password.

Can I change my password?

Yes, once you have accessed your account, you can change your password by going to the "Personal information" section.

Purchase:

What payment methods can I use to complete my purchase?

Purchases can be made with Visa, MasterCard, and Maestro credit/debit cards.

Can I get an invoice in my company's name?

Yes. You can request a full invoice by contacting us through our form and providing the following details: order number, company name, address, and VAT number (CIF).

Can I collect my order at the Metro de Plaza de Castilla or Sol stores?

Yes. Also, by choosing the "Collect in Store" delivery option. This option will not have associated logistical costs.

In any case, these costs will always be shown before formalising and accepting the order.

Tracking:

How can I make sure I have placed my order correctly?

Once the order is placed, it will be confirmed by an acknowledgement of receipt via email or another equivalent means of communication to the address you previously provided, within twenty-four hours.

If you do not receive this confirmation within the specified period, please contact us via the web form or by calling us on 91 779 63 98.

Can I cancel or modify my order?

It is currently not possible to cancel or modify your order, as we prepare your purchase as soon as you confirm it on the website.

Once the order has been received, you can request a return in the manner indicated in section 5.

How can I find out the status of my order?

Once you log into your customer account, you can track the status of your order from the "Order History" tab.

Delivery:

How long will it take for my order to arrive?

  • Peninsula and Balearic Islands: between 3 and 5 working days, including preparation (1-2 working days) and transport (48 hours).
  • Canary Islands, Ceuta, and Melilla: between 3 and 5 working days, including preparation (1-2 working days) and transport (48 hours). These periods may suffer additional delays due to customs procedures.
  • International shipments: between 7 and 10 working days (estimated time, including preparation and transport).

What happens if there is a delay in delivery?

If more than 7 working days have passed and you have not received your order, please contact us. We will check the order's location and issue a tracking request.

What should I do if I receive a faulty item?

If, at the time of delivery, you clearly and visibly notice, without needing to manipulate the shipping or product packaging, any defects caused by transport damage or an error in the merchandise received, you must indicate it on the delivery note and request a return from the "Order History" section within 24 hours following receipt of the order, in order to request the return of the affected product or products and, consequently, a replacement with a new one or a refund of the price paid for it.

Defects caused during transport that are only noticeable after unpacking the product must be reported within the first 24 hours of receiving the order, indicating the order number, the damage caused to the product, and requesting the return of the affected product, and consequently, a replacement with a new one or a refund of the price paid for it. In this case, we will initiate the order collection process.

Returns:

How do I return an item purchased online?

Returns of unwanted products:

If you wish to return the product without any justification, you must access your “Order History and Details,” select the product in question, state the reason for the return, and click “Request Return.”

Once the decision to return has been notified, you must send the product(s) with the original packaging and tags, along with the proof of purchase, 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.

Returns of defective or incorrect products:

If the product received has defects, damage, or does not correspond to what was requested, you must request a return through the form in your “Order History,” indicating the reason for the return. In this case, we will contact you to initiate the order collection process.

Logistic costs of the return:

The Metro de Madrid Shop will assume the logistic costs associated with the return in the event of a shipping error, product defect, or damage during transport.

For all other returns, the logistic costs will be borne by the buyer.

How will I receive my refund?

Once the returned item is received, the Metro de Madrid Shop will review the products. The refund amount will be processed using the same payment method you used for the purchase.