Concierge
Help & FAQ
Everything you might want to know before you buy, while you wait, and after the parcel arrives. If your question isn’t covered, the concierge widget at the bottom of every page can help, or you can reach a human at concierge@cougarmetropolis.com.
Ordering & payment
- Who am I buying from?
- Each piece is sold by an independent vendor curated onto CougarMetropolis. The vendor name is shown on every product page and your receipt. The platform processes payment and forwards it to the vendor after a 5% commission.
- Which payment methods are accepted?
- Major credit and debit cards, processed securely by our payment partner. We never see or store your card details.
- Can I use a discount code?
- Yes — vendors can publish coupons that apply when every line in your cart belongs to that vendor. Platform-wide codes apply to any cart that meets the minimum subtotal, when one is set.
Shipping
- When will my order ship?
- Most vendors ship within two business days. Each storefront publishes its own handling window and shipping policy on the brand page. You'll receive a shipping confirmation email with tracking when each line ships.
- Why are my pieces arriving in separate parcels?
- When your cart includes pieces from multiple brands, each brand ships its own parcel from its own atelier. You'll see one order on your account, with each line tracked separately.
- Do you ship internationally?
- Coverage varies by vendor. Available destinations are shown at checkout once you select a shipping address.
Returns & refunds
- Can I return a piece?
- Each vendor publishes its own returns policy on its storefront. The platform default is a fourteen-day window for unworn, tags-on pieces — vendors may extend it. To start a return, open the order from your account and use "Request a return".
- When will I see the refund?
- Once the vendor receives and inspects the return, the refund is issued through the original payment method. Bank posting time depends on your card issuer, typically five to ten business days.
- What about an order that hasn't shipped yet?
- You can cancel any order line that hasn't shipped from the order detail page. Once a line is in transit, use the returns flow above instead.
Sizing & fit
- How do I find my size?
- Each product page lists fit notes and material composition from the vendor. The concierge widget can pull a vendor's size guide on demand — ask "What size should I take?" with your usual size and we'll do our best.
- Will the concierge tell me how a piece feels in person?
- It can describe materials, weight, and care, and reference vendor-published fit notes. It will not invent reviews or claim what isn't in the brand's own copy.
Account & privacy
- How do I update my address or default size?
- Open your account from the top navigation and edit the relevant field. Your defaults pre-fill at checkout but you can override them per order.
- How is my data handled?
- See the privacy policy. Short version: only what we need to fulfil your order and remember your preferences, never sold, never used to train AI models on your messages.
- How do I unsubscribe from email?
- Every newsletter has a one-click unsubscribe in the footer. You can also email concierge@cougarmetropolis.com and we'll handle it for you.
For brands
- How do I sell on CougarMetropolis?
- Apply through "Sell with us". Free to join, 5% commission on completed sales, full storefront and operating dashboard included.
- When are payouts sent?
- On the cycle agreed in your vendor agreement. Each cycle aggregates accrued sales minus refunds and is posted to your connected account once the platform team approves the run.
Still need help?
The concierge widget is at the bottom-right of every page, or write to concierge@cougarmetropolis.com.