What kind of leather do you use?
In Metatron Atelier, we exclusively use Italian Premium quality Full-grain leather, the strongest and highest quality leather, carefully selecting each piece for our product.
Vegetable-tanned leather absorbs the traces of our lives, maturing and changing through time.
Natural aging does not diminish its attributes; in fact, it is a rare material that improves with use.
The Tanning Process- This is the world's oldest type of tanning.
Recipes and skills have been passed down from generation to generation for millennia. Our skins are sourced from well-known Italian tanneries. Natural Ingredients- Raw leather is left in baths for up to 2 months or more, using natural tannins found in various barks and woods. Over this time it develops a rich natural tone as it tans. Among the various tanning methods, vegetable tanning is the most natural and the most environmentally-friendly, absolutely non-toxic.
How sustainable is your design?
Please refer to our Sustainability page for more details.
Do you make custom products or non standard sizes?
Yes. For more details, please contact us.
Can you make an accessory in a different color?
Yes. For more details, please contact us.
Can you make a product like on a photo/sketch?
To discuss this, please contact us.
Can I order a custom piece?
Yes, for more details please contact us.
How can I clean my leather pieces?
Please refer to our Care instructions page for more details.
Which payment methods do you accept?
Your payment is handled by PayPal with secure encryption and under strict banking standards and we accept payments via Visa, Master Card, American Express, and Discover credit cards or you can use your PayPal account.
In the event that no payment has been received after submitting your order, METATRON may automatically cancel your order.
Do you ship worldwide?
Metatron ships worldwide.
How long will it take to get my order?
We deliver to Serbia and internationally, you can expect your shipment to arrive after the following amount of business days:
- Serbia: 2-5 days
- Slovenia, Croatia, Bosnia, Montenegro, FYORM: 5-10 days
- The rest of the Europe: 5-14 days
- Americas: 10-21 daysAsia and Africa: 10-21 days
- Australia & Oceania: 14-28 days
- Turkey, Armenia, Georgia and Azerbaijan are included in the rest of the Europe plan
- Israel is included in Asia and Africa plan.
There is the option of express delivery extra charged (1-5 working days) via DHL.
Will I be charged customs and import charges?
Please review your local importing fees and taxes to avoid any surprises. Notice that we are shipping from Serbia (which is not the part of EU) and it is a responsibility of the Customer to proceed with customs clearance procedure, incl. all applicable fees and charges, and be responsible for payment of all import custom duties, sales taxes and similar, if any. Please contact your local Custom Or Post service about Custom or any other additional costs for yourpackage.
Any refunds to a Customer will not include any import taxes and duties paid by a Customer, customs clearance and related or similar charges. It is Customers’ responsibility to proceed in accordance with applicable laws of a country of an importation to get a refund or waiver for such taxes and charged.
Can you send the order as a gift to avoid paying the customs fee?
Can you put a gift message in the box?
Yes, we will add a printed message upon your request (Metatron card)
Can I cancel or modify my order?
You can cancel your order within 12 hours since you purchased your Metatrons. We realize that this is a bit uncommon but we have very limited production and very high demand. So after that 12 hours pass, we will finish your order and proceed to send it to your address.
How much time it takes for refund in the case of order cancellation?
Please allow 7-10 days for your refund. We’ll send an email once the item(s) have been received and your refund has been processed.
Can I track my order?
Standard deliveries are made in cooperation with the postal services (Post of Serbia) and their partners in other countries around the world. Post of Serbia shipping method includes the tracking number. Fast deliveries are made in cooperation with FedEx.
Once your order and payment are received, you will be notified that your order has been shipped. You will also be provided with the tracking number. You can “track and trace” your order anytime you like.
Once Post Of Serbia receives your package, you can track the progress of your order at any time on http://www.posta.rs/struktura/eng/aplikacije/alati/posiljke.asp or https://www.17track.net/en using the package tracking number available from your online account under the order details, or as sent to you by email with your order confirmation.
What if the order is delayed?
If there is a delay in delivery the Buyer must inform METATRON Customer Services. This may be done by e-mail to email@example.com.
METATRON will send the information to Delivery Company to trigger the start of an investigation. If the product is found during this investigation, it will immediately be redirected to the address of the Buyer (in most cases). If on the other hand the product is not found during the investigation, Delivery Company will consider the parcel to be lost. If this is the case, METATRON will send you a replacement product at its expense. If the lost product(s) are no longer available at this time, METATRON will reimburse you for the cost of these
Do you offer refunds and exchanges?
You can return/exchange any/all METATRON products you have purchased directly from our website within 5 days of receiving the item.
The key points of refunds and exchanges are:
The returned product(s) must be unused – in its original packaging with labels and protective stickers intact – and still in the same new condition as when the product was received.
When trying on METATRON items, please be mindful not to scratch the leather surface or mark the box. Returns must also include the box, as it is considered part of the product.
If the item is out of stock in the size or color you have opted for, then a refund will be issued instead. If you want a different item, or the item you want is a different price to the price at which you bought the original product, then you'll need to return the unwanted item for a refund and place a new order.
The Customer is responsible for all the costs of returning any items.
The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way.
METATRON does not take responsibility for any items lost during the return shipping.
Make sure you use a postal service that insures you of the value of the items you are returning and obtain proof of posting.
We are not responsible for any items that are returned to us by mistake.
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
We don't accept forced returns or exchanges, please don't send the items back without contacting us.
We don't refund custom-made orders.
What are the types of returns?
Items can be exchanged only when a different size or a different color of the same item is available. If the item is returned a second time, the compensation will be a partial refund.
Any customs fees for the shipment of a new size are the responsibility of the Customer and must be paid at the time of delivery.
What about partial refund?
In the case that a refund is requested, the cost of shipping and any import fees are the responsibility of the Client.
The cost of return shipping is EUR 35, plus the cost of import fees. This amount will be deducted from the final refund.
Refunds will be processed as soon as returned items have been checked and accepted by METATRON.SHOP
Orders paid by PayPal will be refunded to the original account.
All refunds will be issued in the same currency as the original purchase.
Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.
Shipping fees and import fees of the order are non-refundable.
What about the repeated return cases?
We offer a flexible returns policy to make your online shopping experience even easier. Please be aware that we can exchange the same item for a different size only once. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your METATRON account.
How do I make sure I’ve chosen the right size?
We have a fit guide which will help you to measure your body with a measuring tape. When measuring it is important to not measure too tightly.
What if the piece doesn’t fit me right?
If something feels off in the beginning with your new leather piece, give it some time. Try it couple of times as leather tends to be different on different bdoeis and it also softens over time.