FAQs

Buying at METROLLY  is very simple and easy.

Just add the products to the shopping cart, proceed to checkout, select the delivery method, proceed to payment and “order”!
Please check the entire procedure (shopping cart » checkout » purchase) and all options in detail bellow.
1º Shopping Cart:

If you have an user account please login (optional step).
If you don’t and don’t want to create an account you can make your purchase as a guest (without registration). 

You can find your products in our store by browsing the menu and categories or searching on the search box for the name of the product / brand.
When you find the product (s) you want to buy, follow the next steps: 

1) Select the product (s).
2) Click “add to cart”. You can continue to buy other products or complete your order. When you click on “cart” at the top of the page, please select the option “view all” and you will go to the shopping cart page.
3) at the shopping cart, check that all the products you want have been added. 

On this page, you can change the quantity or remove them from the cart.
After verifying that you have all the desired products, you must click on “proceed to checkout”. 

Orders can be delivered to your workplace, freight forwarding companies, hotels, storage and relocation companies that are identified by you as taking possession of the order on your behalf. 

METROLLY will not be able to provide any recompensation for any goods which are damaged or lost following acceptance of the delivery by any locations on your behalf. 

As for the delivery time, please note that the stated period does not include the necessary customs clearance time when your order arrives in the country of destination . Local customs have their own rules and procedures and unfortunately we have no power over the

fter the order being dispatched, some of the couriers we work with allow you to change the address or cancel the order even after its dispatch When cancelation is not possible anymore, as an alternative you can refuse delivery or, if you accept it, you can return the order with expenses at your own cost. 

Orders shipped by DHL: Depending on the status of the dispatch and destination country, it’s possible to change the delivery address or cancel it. Check directly with DHL at your country if  allows these changes here . 

Please note: 

in cases of orders with strong evidence of fraud, Care to Beauty cancel and refund the orders without any other justification, in order to protect all parties involved. 

At  METROLLY  we don’t make exchanges, add nor remove products from the orders. 

If you have an account with us, please note that it´s very easy to make a new order including items from orders placed with your account. Explore your account area and if you have any doubts, please ask us some help with sending email to:  Info@abtahimedical.com 

If your order is incomplete two possibilities can explain the situation:  

your order was shipped in multiple parcels or an item was out of stock. 

How to check what´s the reason of your order being incomplete?  

Multiple parcels: please check if your order has been divided into multiple parcels. You can do it on your shipping confirmation email.  

In case of shipments with DHL, the order may be divided into multiple parcels when it has a high-value or when it has a high weight and volume. 

If your order is incomplete two possibilities can explain the situation: your order was shipped in multiple parcels or an item was out of stock. 

How to check what´s the reason of your order being incomplete? 

Multiple parcels: please check if your order has been divided into multiple parcels. You can do it on your shipping confirmation email.  

In case of shipments with DHL, the order may be divided into multiple parcels when it has a high-value or when it has a high weight and volume. 

Out Of Stock Product: The fulfillment of orders will depend on the availability of the products. If any problem occurs with the supply of the products purchased or if the items are out of stock, we will immediately inform you by email and we refund any amount paid for the missing products within 10 working days. 

Before making a complaint about a delay, please note that on standard shipping, the dates provided in the shipping confirmation e-mail are only expected ones. 

We cannot give 100% assurance because there are procedures that are beyond our control, for instance, customs that are regulated by local Government guidelines. 

On orders with delivery by standard shipping: 

Due to all global transport restrictions and circumstances, we just consider an order lost after 7-10 working days of the maximum expected delivery time (when shipping inside UAE) or 2 months after the maximum expected delivery time (when shipping outside UAE). 

On orders with delivery by DHL: 

Claims of non-delivery placed more than 3 months after the maximum expected delivery period aren´t accepted. 

Please note our high level of responsibility and commitment with our customers: 

We are responsible for your order until its delivery. 

During the delivery attempt, if the order presents any signs of breach (damaged or wet box, with signs of having been opened, etc.), please reject the order delivery and contact us as soon as possible. 

Please remember that claims will be only accepted until a maximum of 15 days after receiving your order. Claims made later will not be accepted. 

DHL will take care of all on your behalf. No more duties will be charged before or on delivery.  

Please note: 

Your shipping costs are already included in the total amount of your order. If the courier presents you with a separate invoice is because duty taxes were applied and they need to be paid. 

For further information, please the courier that you selected for delivery (Regular Mail through National Post Service; DHL; UPS) 

If you were logged in your account at the time of the purchase, on your account you can select “Track my Orders” and, in that tab, you will find all of the purchases you have made with us and you can download their invoices.  

If you do not have an account created or if you didn´t log in when you place your order, you can access and download your invoice through the shipping confirmation email.