Complaints and returns


  • How to process a complaint:
    • Please do not throw away the damaged shipment (including the packaging material), nor send back. Keep everything for the duration of the complaint process.
    • Please fill out the complaint form (select COMPLAINT).
    • During completing the complaint form you will be asked to attach photos of damaged goods. It is not necessary to send the goods back to submit a claim.
    • Your request will be reviewed by our Complaints Department. We will contact you within 3 business days by email to discuss further steps. We process all complaints within 30 days at the latest.


  • How to process a return:
    • You can withdraw from the contract within 14 days of delivery of the goods to your address by filling out the return form (select RETURN).
    • We will send you the instructions for sending the goods back to us by e-mail
    • You will be reimbursed no later than within 14 days of delivery of the goods to our address
    • In case you have finished the payment using PayPal and you have PayPal Cost Free Returns activated, PayPal will reimburse you the money for the cost of shippment.


  • How to process an exchange:
  • You can exchange the goods within 14 days of delivery of the goods to your address by filling out the exchange form (select EXCHANGE).
  • We will send you the instructions for sending the goods back to us by e-mail
  • As soon as your parcel reaches our address, we will send you the exchanged goods in no time. We do not charge any extra fee for the aditional postage - regardless the total price of the order.
  • Note that might create a new order for you as a part of our internal process.
  • Due to brexit changes, it is not possible to exchange the products in the United Kingdom at the moment

Read before you process a RETURN or EXCHANGE:

  • To fill in the online return form you have 14 days, starting from the date of delivery of the goods to your address.
  • Goods must not show signs of wear, use or damage.
  • The goods must be carefully packed, ideally in the box in which they were sent to prevent damage during shipping.
  • In case you are about to return the goods in its original box, please don't write the address directly onto it. We suggest to wrap the box first or to insert it into another box to transport.
  • Please do not return the goods as cash on delivery, we cannot accept such shipments.
  • Note Nosferatu UK does not cover the expenses for the return of the goods.
  • Due to customs clearance, we will have to deduct this amount from the price of the returned goods.

Shipping address:

  • The shipping address will be delivered to your email after filling out the appropriate online forms above.

Online Dispute Resolution

  • Effective February 15, 2016 the EU Commission has created a platform for extrajudicial dispute resolution. This gives consumers the opportunity to resolve disputes related to online orders without the requirement for a judicial process involving courts and judges. This dispute resolution process is available via the external link at:
  • Metalshop s.r.o. is not obliged to and unfortunately can not offer our participation in any such alternative dispute resolution before out-of-court (non-judicial) entities. If you have a complaint, please contact us at

E-shop operator


Bystřice 174
739 95 Bystřice
IČO: 28574699
DIČ: CZ28574699
Czech Republic


Contact us by email at


We email you about current sales and various discounts ;)