1.1 How do I sign up for an account?

Account sign-up is temporarily unavailable.

At the moment, only guest checkout is available on Metro.com.sg, as we get ready to bring you a better and more rewarding membership experience.

For more information, visit here.

2.1 What payment types does Metro.com.sg accept? 
We accept major credit cards including Visa & Mastercard.
Get 6 months interest-free with a UOB card on purchases over $500 using the 0% Instalment Plan.

2.2 Can I pay with PayPal or other digital wallets? 
We currently accept credit cards, PayNow, WePay, AliPay, Google Pay, and Apple Pay only.
 
2.3 How do I check if payment is successful? 
You will receive an order confirmation email if your payment is successful. 

To ensure a smooth payment, please disable pop-up blockers on your browser. This will allow our payment gateway to display the necessary pages from the bank. Should the problem persist, please contact your credit card company.

3.1 How do I cancel / modify my order? 
Your order is final once payment is processed. 

For urgent enquiries, please contact us through the METRO Online Chatbot. 
Our support team is available daily from 11:00 AM to 9:00 PM.

3.2 My order did not arrive in good condition. 
Should your order be damaged during delivery, we kindly ask you to contact our Customer Service Team promptly via the METRO Online Chatbot, with the following information: 

1. Your order number 
2. Clear photographs of the damaged item(s) 
3. Proof of damage (e.g. packaging, shipping label, etc.) 

Once we receive the necessary information, we'll investigate and determine an appropriate resolution. We may request additional information or evidence to support your claim. Please retain all packaging and damaged items, as they may be required for further inspection.

3.3 Will my purchases be recorded when I check out as Guest?
There will not be a record of your purchase history and spending accumulation if you checkout as a guest. You may refer to your email notifications to track your order status.

3.4 How do I make a return or exchange?
For online returns, kindly bring your item along with the order confirmation slip to the Customer Service counter at Metro Paragon or Metro Causeway Point to process an exchange or return.

Please note the following:
- Returned / exchange goods must be in their original condition and unused.
- Please be advised that certain products may not be available at our physical stores. We recommend contacting our Customer Service Counter at 6835 3322 (Metro Paragon) or 6893 3322 (Metro Woodlands) in advance to confirm availability.
- Returns will be refunded as credit voucher.

4.1 Are in-store events applicable online? 

Please note that promotional offers may differ between Metro Department Stores and Metro Singapore Online. Refer to the respective terms and conditions for full details.

5.1 What are the delivery / collection options for metro.com.sg? 

Local Delivery 
Your order will be delivered approximately 3 to 5 working days after it has been successfully placed.

For a minimum net purchase of S$150 on METRO.COM.SG, customers are entitled to complimentary local delivery within Singapore. For purchases below S$150, a shipping fee of S$5 applies* 

Click & Collect 
The earliest collection date available will be 5 working days after your order has been placed. 

METRO PARAGON CUSTOMER SERVICE COUNTER 
290 Orchard Road 
#02-28 Paragon 
Singapore 238859 
11am - 9pm | Mon – Sun 

METRO CAUSEWAY POINT CUSTOMER SERVICE COUNTER 
1 Woodlands Square 
#01-18/19 Causeway Point 
Singapore 738099 
11am - 9pm | Mon – Sun 

Please present your order confirmation email for verification purposes. 

5.2 How do I change my delivery address? 
Your delivery address cannot be changed once your order is out for delivery.  

For urgent enquiries, please contact us through the METRO Online Chatbot. 
Our support team is available daily from 11:00 AM to 9:00 PM.

5.3 How do I track the status of my order?
You may check the status of your order through email notifications.

For urgent enquiries, please contact us through the METRO Online Chatbot. 
Our support team is available daily from 11:00 AM to 9:00 PM.

5.4 I have selected the wrong delivery option by accident. What do I do? 
Please note that once an order is out for delivery, changes to the delivery or collection method are no longer possible.

For urgent enquiries, please contact us through the METRO Online Chatbot. 
Our support team is available daily from 11:00 AM to 9:00 PM.

5.5 What happens when I am not at home to receive my order? 
If the first delivery attempt is unsuccessful, the delivery team will make another attempt to deliver it. If the second delivery attempt is unsuccessful, the order will be returned to Metro for self-collection at Metro Paragon. 

If authorised, our courier will deliver your parcel to your doorstep, where it can be collected at your convenience. You're also welcome to specify a discreet location for the package to be delivered.

For urgent enquiries or further assistance, please contact us through the METRO Online Chatbot.
Our Customer Service Team is available daily from 11:00 AM to 9:00 PM

5.6 Can the gifts/ vouchers from workshops be delivered? 
Please note that workshop freebies are available for collection only at the store or the workshop venue. 

6.1 Where are Metro Singapore stores located?
Metro Singapore Stores are located at Paragon Mall and Causeway Point Mall. Click here for the store addresses.

7.1 What payment types do Metro Stores accept?
At Metro Stores, you can pay using cash, Visa, Mastercard, PayNow, Apple Pay, and various e-wallets. Please note that payment methods may change from time to time.

7.2 Can I pay by instalment?
Instalments are accepted accordingly, depending on your card provider:
UOB: For purchases above $300
DBS & OCBC: For purchases above $350

8.1 What is Metro Stores’ returns & exchange policy?
You may request for an exchange/refund within 30 days of the date of purchase subjected to Metro’s store returns policy.

Exception :
Merchandise, including any gifts with purchase, must be returned in its original condition along with the receipt at any Metro Customer Service Counter

You may submit an enquiry to metroonline@metro.com.sg for assistance.

10.1 How do I participate in a workshop/ event?
To purchase workshop tickets, simply add them to your cart on Metro.com.sg and follow the standard checkout process. Do note to select ‘Click and Collect’ for workshop purchases as there is no delivery option available.

10.2 Can I cancel/change timeslots for the workshop/event I have signed up for?
To ensure smooth planning, please note that changes are not permitted within 48 hours of the workshop or event start time.

11.1 Where can I purchase Metro Gift Vouchers?
Metro Gift Vouchers are only available in-store. You may approach the Customer Service Counter for purchase of Gift Vouchers.

12.1 Are your products authentic?
Metro prides itself on offering authentic, quality products. We take product authenticity very seriously and have stringent quality control measures in place to ensure that all products sold on our platform are genuine and meet the highest standards.

If, in the unlikely event, a product is found to be inauthentic, we will take immediate action to:
1. Remove the product from our platform
2. Issue a full refund to the affected customer
3. Conduct a thorough investigation to prevent future occurrences

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