Faq's

Welcome to our FAQ page! Below, we’ve answered common questions about our UAE-based online store specializing in Drinkware Glasses, Steel Cutlery Set, and Wooden Board Bowl Series. If you don’t find the answer you’re looking for, please contact our customer support team.

General Questions

What products do you sell?

We offer a curated selection of premium dining products:

  • Drinkware Glasses: Elegant and durable glassware for everyday use and special occasions.

  • Steel Cutlery Set: High-quality stainless steel cutlery for a refined dining experience.

  • Wooden Board Bowl Series: Beautifully crafted wooden bowls and boards, ideal for serving and dining.

Where are you based?

We are an online store operating exclusively in the United Arab Emirates (UAE), with our customer support and operations managed from 1706, Silver Tower, Marasi Dr, Business Bay, Dubai, UAE.

What currency do you use?

All prices and transactions are in United Arab Emirates Dirham (AED).

Ordering and Payment

How do I place an order?

Visit our website, select your desired product(s), add them to your cart, and proceed to checkout. Provide your shipping address, payment details, and confirm your order. You’ll receive an order confirmation email within minutes.

What payment methods do you accept?

We accept payments through secure payment gateways, including credit/debit cards and other methods supported by our platform. All transactions are processed securely in AED.

Can I modify or cancel my order?

Order modifications or cancellations may be possible before processing begins. Please contact us at support@metrox.store or +971 52 605 7168 as soon as possible. Once an order is processed (within 1-2 business days), it cannot be modified or canceled.

Shipping and Delivery

Where do you ship?

We ship exclusively within the United Arab Emirates (UAE) At customer provided address at checkout. We do not ship to international destinations or P.O. boxes.

How much is shipping?

We offer free shipping on all orders, regardless of order value.

How long does delivery take?

  • Order Cutoff Time: Orders placed by 5:00 PM GMT+4 are processed the same business day; orders after this time are processed the next business day.

  • Handling Time: 1-2 business days (Monday to Friday, excluding UAE public holidays).

  • Transit Time: 4-5 business days (Monday to Friday) with our shipping partner, Royal Mail.

  • Total Delivery Time: 5-7 business days from order placement. Delivery times are estimates and may vary due to unforeseen circumstances. 

How can I track my order?

Once your order ships, you’ll receive a tracking number via email or SMS. Track your order on the Royal Mail website. If you don’t receive a tracking number within 2 business days of processing, contact us at support@metrox.store or +971 52 605 7168.

What if I receive a damaged or incorrect item?

If you receive a damaged or incorrect item (e.g., a Steel Cutlery Set instead of a Wooden Board Bowl Series), contact us within 14 days at support@metrox.store or +971 52 605 7168. Provide photos of the item and packaging. We’ll provide a prepaid return label and arrange a replacement or refund. See our Return and Refund Policy for details.

Returns and Refunds

What is your return policy?

We accept returns and exchanges for both defective and non-defective items within 14 days of delivery. Non-defective items must be unused and in original packaging. No restocking fees apply, and a prepaid return label is included in the package.

How do I return or exchange an item?

  1. Contact us at support@metrox.store or +971 52 605 7168 with your order number and reason for return/exchange (e.g., defective, non-defective, or incorrect item).

  2. Receive return authorization within 24 hours (business days).

  3. Use the prepaid return label included in your package to ship the item via Royal Mail.

  4. We’ll notify you once the return is received and processed.

How long does it take to process a refund?

Refunds are processed within 8 business days (Monday to Friday, excluding UAE public holidays) after we receive and inspect the returned item. Refunds are issued in AED to the original payment method.

Privacy and Security

How do you protect my personal information?

We use industry-standard security measures, including SSL encryption, secure payment processing, and restricted access to your data. For more information, see our Privacy Policy.

Do you share my information with third parties?

We do not sell or rent your information. We share data only with trusted partners (e.g., Royal Mail for shipping, payment processors) to fulfill orders or comply with UAE legal requirements.

Customer Support

How can I contact you?

Reach out to our customer support team:

  • Email: support@metrox.store

  • Phone: +971 52 605 7168

  • Address: 1706, Silver Tower, Marasi Dr, Business Bay, Dubai, United Arab Emirates

  • Hours: Monday to Friday, 9:00 AM to 7:00 PM GMT+4

  • Response Time: We respond within 24 hours during business days (Monday to Friday, excluding UAE public holidays).

What are your business days?

Our business days are Monday to Friday, excluding UAE public holidays.

Additional Questions

If you have any other questions, please refer to our Shipping Policy, Return and Refund Policy, Privacy Policy, Terms and Conditions, or contact us directly. We’re here to ensure a seamless shopping experience!

Thank you for choosing our store for your drinkware and dining needs.