Refund policy

A Note From the Founder


Metanoia runs on two types of drops — made-to-order and ready-to-ship, with some collections being a hybrid of both. Depending on which drop you ordered from, fulfillment timelines and conditions may vary slightly. Either way, every piece is built with real craftsmanship and intention.

Because of how we operate, our policy is different from a typical store — and I want to be completely upfront about it. Please read this carefully before you order. I stand behind every piece we make, and if we mess up, I'll make it right. But I need you to hold up your end too — especially when it comes to sizing.

— Keanu, Founder of Metanoia

Sizing — Please Read Before You Order


⚠  WE DO NOT ACCEPT RETURNS OR ISSUE REFUNDS FOR SIZING ISSUES.

Every item — whether made-to-order or from a ready-to-ship drop — is accounted for the moment your order is placed. If the item fits you as sized and there are no defects, we can't process a return.

Before you check out, please:

  • Measure yourself against the size guide on the product page
  • When in doubt, size up
  • DM us on Instagram or email us — we're happy to help you pick the right size before you order


📏  FULL SIZE CHART → gometanoia.com/pages/sizing-chart


For new drops where the size guide page hasn't been updated yet, the sizing chart

will always be the LAST IMAGE on the product page. It's always there — no excuse to guess.


If you order the wrong size and the product is flawless, that falls on the order. We appreciate your understanding — this is how we keep quality high and the brand going.

Size Changes — Pre-Production & Pre-Shipment Only


Ordered the wrong size? Catch it fast and we can fix it.

If you placed an order and realize you selected the wrong size, reach out to us immediately at customer@support-metanoia.com with your order number and the correct size. As long as your order has not yet entered production or been shipped out, we can make the change for you — no problem.

What you need to know:

  • Once production has started or your order has shipped, we can no longer make size changes — no exceptions
  • Time is everything here. The sooner you catch it, the better your chances
  • For made-to-order items, production can begin quickly after your order is placed — don't wait


If you're ever unsure whether your order has started production yet, just ask us. We'd rather catch it early than have you stuck with a size that doesn't fit.

All Sales Are Final on Unwanted Items


If your item arrives in perfect condition — no defects, correct design, correct item — we are not able to process a return or refund because you changed your mind or no longer want it.

Defective Items — Store Credit + 20%


If your order arrives with a quality issue on our end — damaged, defective, loose embroidery, stitching error, or missing item — reach out to us within 7 days of receiving your package at customer@support-metanoia.com with your order number and clear photos.

✅  Once we confirm the defect, we'll issue store credit for the full item amount + an extra 20%.


Example: Item was $45 → you receive $54 in store credit.

That's on us for not delivering what we promised.


We Shipped the Wrong Item or Wrong Size — Full Refund


If the mistake is completely on our end — meaning we shipped you the wrong item entirely or the wrong size despite your order being correct — that is the only circumstance where we will issue a full cash refund.

We own that fully. If we're at fault, you'll get your money back, no questions asked.
💡 PLEASE NOTE: SHIPPING FEES ARE NON-REFUNDABLE. Since the item was already shipped to you and will not be returned, the refund will cover the cost of the item only — not the original shipping fee.

To initiate:

  1. Email customer@support-metanoia.com within 7 days of receiving your order
  2. Include your order number and photos clearly showing the wrong item or size
  3. We'll review, confirm, and process your refund within 3–5 business days

Delivery Issues


Once a package is marked as delivered by USPS or any other carrier, it's outside of our hands. We're not able to refund or replace orders that were:

  • Delivered to an address entered incorrectly at checkout
  • Stolen after a confirmed delivery scan
  • Lost due to incomplete shipping info provided during the order


We know that's frustrating, and we genuinely empathize — but we have no way to control what happens after a confirmed delivery. Double check your shipping address before placing your order.

⚠  TRACKING NUMBER REUSE


In rare cases, USPS and other carriers recycle old tracking numbers. Your tracking page might show

activity that belongs to a completely different shipment. If something looks off, reach out to us

directly before assuming something went wrong. We can confirm whether your order has shipped.


Non-Returnable Items


The following cannot be returned or exchanged under any circumstances:

  • Sale items
  • Gift cards
  • Items with no defects that are simply unwanted

International Orders


All international sales are final. We do not cover return shipping costs for international orders.

Customs & Import Fees:

Metanoia is not responsible for any customs fees, import duties, or taxes that may be applied to your order by your country's customs authority. These charges are determined by your local government and are completely outside of our control. It is your responsibility as the customer to be aware of any applicable fees before placing your order. We are not able to reimburse or cover these costs under any circumstances.

EU Customers: Per EU consumer law, you have 14 days from receiving your order to request a return. Standard conditions apply — item must be unused, in original packaging, with proof of purchase. Reach out to us within that window to initiate.

Store Credit Processing


Once we confirm your defective item claim:

  • Store credit (item value + 20%) will be applied to your account within 3–5 business days
  • You'll receive an email confirmation once it's live
  • Credit never expires and can be used on any future order

Questions?


We're real people and we actually respond.

📧  Email: customer@support-metanoia.com

📱  Instagram DM: @bythemeta

Thanks for rocking with Metanoia. We don't take your support lightly. 🙏🏽