Frequently asked questions

No. You can simply order as a guest. With a customer account, however, you can see your previous orders at any time, reorder items quickly and do not have to enter your address every time.

Yes, of course. Call us Mon–Fri from 8 am to 1 pm on +49 5246 702 92 40 or send an e-mail with the items you want and your address to service@metraxxl.de.

As long as the goods have not been shipped yet, usually yes. Please contact us by phone or e-mail as soon as possible and quote your order number. We will gladly change the address, quantity or items or cancel the order.

Right after placing your order you will receive an order confirmation by e-mail. Of course you will receive an invoice showing VAT for every order. If no e-mail arrives, please also check your spam folder.

Just ask us. We will gladly tell you when we expect new stock or recommend a suitable alternative from our range.

• PayPal – including “Pay Later” if PayPal offers it to you
• Apple Pay and Google Pay
• Purchase on account via Ratepay – conveniently pay after receiving the goods
• Prepayment by bank transfer – with a 2% discount on your order

You can see which payment methods are available for your order during checkout.

As soon as your payment has reached us. A bank transfer usually takes one to two working days. You will find our bank details in the order confirmation. Please quote your order number as the payment reference.

Our partner Ratepay decides automatically on purchases on account. Unfortunately we are not told the reasons. In this case please choose another payment method, for example PayPal or prepayment.

That depends on the size and weight of the items. You will see the exact costs as soon as items are in your shopping cart. An overview of all shipping methods can be found under shipping information.

Within Germany, items in stock usually arrive within 1–3 working days. Deliveries abroad, bulky parcels and freight deliveries take a little longer. The delivery time is shown for every item right next to the price.

Depending on size and weight we ship parcels with DHL or DPD. Large and heavy items such as furniture, tool trolleys or garden sheds are delivered by freight forwarder – sometimes on a pallet.

The forwarder will contact you before delivery to arrange a delivery date. Therefore please make sure to enter a phone number at which you can easily be reached. Forwarders usually deliver to the kerbside or to the front of the house, not into the home.

As soon as your order is on its way you will receive an e-mail – for parcels with a tracking number. With a customer account you can also see the status under My account.

Yes, to many EU countries, for example Austria, the Netherlands, Belgium, France, Italy or Poland. You can see which countries are available when selecting the delivery country during checkout. For deliveries to Switzerland please contact us directly – more under delivery to Switzerland.

You can enter a different delivery address during checkout. Only normal parcels can go to parcel lockers (e.g. DHL Packstation), not bulky or freight goods.

Yes. You can collect your goods from us in Verl (Germany) by appointment – also outside our business hours if you wish. Please contact us by phone or e-mail beforehand so that we can arrange a time and have everything ready for you.

Merschbrock Trade GmbH · Titanweg 10 · 33415 Verl · Germany

Please bring your order number and, for large items, a suitable vehicle – some furniture and tool trolleys are heavy and bulky. If you are unsure, we will gladly tell you the dimensions and weight of the packaging in advance.

Yes. As a consumer you have a statutory right of withdrawal of 14 days from receipt of the goods. All details can be found in our cancellation policy.

The easiest way is our online cancellation form. You can also send an e-mail to service@metraxxl.de or call us. Please quote your order number and the items you want to return. We will then get back to you with all the information about the return.

In the event of a cancellation, you bear the costs of returning the goods. For large items and freight goods these can be higher than for a normal parcel. Feel free to talk to us beforehand – we will tell you the cheapest way to send the goods back.

If an item was damaged or delivered incorrectly, this is not a cancellation – in that case we take care of everything (see complaints).

If possible in the original packaging or well padded so that nothing gets damaged. Please enclose a note with your order number. Furniture is best returned disassembled.

At the latest 14 days after we receive your cancellation. However, we may withhold the refund until we have received the goods back or you have proven that you have sent them. You will receive the money via the same payment method you used.

Please check the shipment on receipt if possible. If the packaging is visibly damaged, have the driver confirm this on the delivery note. Take a few photos of the packaging and the goods and send them with your order number to service@metraxxl.de. We will then quickly arrange a replacement or another solution.

Even if you only notice damage later, your statutory rights of course remain unaffected.

We are just as annoyed about that as you are. Please send us the part number from the assembly instructions or a photo and we will send the missing part as quickly as possible.

The statutory warranty of two years applies. More under statutory warranty.

Yes. Whether reseller, dropshipper or business customer with larger requirements – talk to us and we will gladly make you an offer. Approved resellers can also buy on account.

Use our quick order: enter item numbers and quantities – done. This is particularly handy if you regularly order the same items.

METRA XXL is the online shop of Merschbrock Trade GmbH from Verl in East Westphalia, Germany. Since 2008 we have been trading in products for home, garden, pets and workshop. Read more under about us.

Yes, all prices in the shop include statutory VAT. Shipping costs are added depending on the item and are shown to you before you place your order.

We are happy to answer your questions about dimensions, material or assembly. Call or write to us – ideally quoting the item number.