Frequently Asked Questions

  • Most Popular
  • Orders
    & Shipping
  • Returns
    & Exchanges
  • Payment
  • Products
  • IM ViroBac
  • Sizing
  • Responsibility

Most Popular

How do I track my order?

To track the progress of your order please contact our customer service team on +44330 122 1186 or customerservice@innermettle.com

Do you ship internationally?

Inner Mettle products ship worldwide, import duties and taxes are included for the USA, UK and EU.

How do I return or exchange a product?

To refund or exchange any items, please get in contact with our customer support team on +44330 122 1186 or customerservice@innermettle.com

How does the conductive sole in the IM Earth Connect Shoe work?

The earthing sole of the shoe is achieved thanks to the work of our research and development team. The insole, midsole and outer sole is designed using conductive materials and in a manner that allows for the energy charge to flow uninhibited to the ground.

What does it mean to be a member of Founder’s Pledge?

Founder’s Pledge is a global community of entrepreneurs that find and fund solutions to the world’s most pressing problems. 

5% of Inner Mettle profits are donated to the Founder’s Pledge Global Health and Development Fund.


Orders
& Shipping

How can I make changes to an existing order?

Please contact customer support to make any necessary changes to your order. You can only make changes before your order is shipped from the warehouse.  +44330 122 1186 or customerservice@innermettle.com

Can I cancel an order that has been processed?

Orders can be cancelled right up until they’re shipped from our warehouse. If you’ve changed your mind please make sure to contact customer support as soon as possible so that we can update our warehouse team.

How do I track my order?

To track the progress of your order please contact our customer support team on +44330 122 1186 or customerservice@innermettle.com

I’ve not received my order, who do I contact?

If your order hasn’t arrived send an email to customerservice@innermettle.com and we will follow up. If your order has been returned to the warehouse for some reason you should receive an email from customer service.

How long does shipping take?

Within the UK, Europe and North America you should expect to receive your order within 7-10 days. 

For all other locations shipping may take up to 15 days.


Do you ship internationally?

Inner Mettle products ship worldwide, import duties and taxes are included for the USA, UK and EU.

What is the shipping fee?

Shipping costs vary by location and are visible during the checkout process.

What is the minimum order for the IM ViroBac fabric?

IM ViroBac fabric is available for large commercial orders as well as for smaller orders from independents and entrepreneurs. For enquiries and orders please visit the IM ViroBac page and fill in the contact form.

Returns
& Exchanges

What is your returns policy?

You can return all unworn apparel purchased from our online store within 30 days. We can cover the return shipping fees to our warehouse with the USA, Canada, UK and Europe. Return shipping is at own cost for all other markets.

Please make sure all returned products are unwashed, and in resale condition. Tags should not be removed from the garment.

Please note that we aren’t able to refund shipping costs.

What is your exchange policy?

You can exchange or receive store credit for unworn apparel purchased from our online store. Apparel can be returned within the first 30 days after receiving the product.

Please make sure all exchanged products are unwashed, and in resale condition. Tags should not be removed from the garment.

We can cover the shipping fees to and from our warehouse for the first item exchanged, any further exchanges will have an additional shipping charge. This applies to items shipped within the USA, Canada, UK and Europe. Return shipping is at own cost for all other markets.

How do I return or exchange a product?

To refund or exchange any items, please get in contact with our customer support team, +44330 122 1186 or customerservice@innermettle.com 

When will I receive my refund for a returned product?

Refunds are generally processed within 14 days from the time we receive your product back at the warehouse, please send an email to customerservice@innermettle.com with any refund queries.

Is there a fee to exchange or return a product?

We can cover the shipping fees to and from our warehouse for returned items and the first item exchanged within the UK, USA, Canada and Europe.

Any further exchanges will have an additional shipping charge for all markets. Markets other than the UK, USA, Canada and Europe will need to pay all return shipping cost back to our warehouse.

Payment

What methods of payment do you accept on your website?

Cards we accept include Visa, Mastercard and American Express. You can also pay via Apple Pay, G Pay and PayPal.

When will I receive my refund?

Refunds are generally processed within 14 days, please send an email to customerservice@innermettle.com with any refund queries.

Do you have gift cards?

We don’t have gift cards available yet, but we’re working on it! We’ll be offering e-gift cards very soon.

Products

Can I try on Inner Mettle products?

We don’t have any stores where you can try on our products, please contact the customer service team to find out if any retail store near you stock Inner Mettle apparel. We are planning some popup stores soon, so keep an eye on our events calendar if you’d like to come by.

Where can I find the care instructions for my purchase?

The care instructions for all products are found on the tag. If they’re not on the tag then they will be included on the product packaging. You can find more detailed care instructions on each of the product pages on Inner Mettle's online store.

How does the conductive sole in the IM Earth Connect Shoe work?

The earthing sole of the shoe is achieved thanks to the work of our research and development team. The insole, midsole and outer sole is designed using conductive materials and in a manner that allows for the energy charge to flow uninhibited to the ground.

Are all of your products vegan-friendly?

Most of our products are vegan friendly, with the exception of our milk-made Essentials collection. Fabric made from milk employs the principles of circular economy to make use of valuable resources that would otherwise go to waste. Milk-based fabrics give a second life to milk we can no longer drink and require much fewer resources to produce.

IM ViroBac

What is the IM ViroBac fabric made of?

Copper particles have been integrated into the fabric, made of 88% Nylon and 12% Elastane to provide a long-term anti-bacterial, anti-fungal and anti-viral material.

What can the IM ViroBac fabric be used for?

The fabric is suitable for a wide range of commercial applications, such as public transport, medical facilities or hospitality as well as personal use items such as gloves, masks, uniforms and clothing. We’ve developed two consumer products using the IM Virobac fabric, the IM ViroBac Face Cover and Handkerchief are now available on our online store.

Can you send me a sample of the fabric?

We’d be more than happy to! Please contact customerservice@innermettle.com and we’ll arrange to send out a sample straight away.

What is the cost per metre for the fabric?

Please contact customerservice@innermettle.com to request pricing details.

Can I use the ViroBac fabric to manufacture a consumer product?

The fabric has been designed with versatility in mind and can be used for a variety of commercial and consumer products.

Is the IM ViroBac fabric tested against covid-19?

The IM ViroBac antiviral testing data against human coronavirus, should not be used as data for or proof of efficacy against SARS-CoV-2 (COVID-19).  SARS-CoV-2 (COVID-19), is not available for public testing at this point in the pandemic, as the Centre for Disease Control and Prevention (CDC) has categorised the virus at a biohazard level 3 and above.

What claims could I make if I purchase the IM ViroBac fabric for my business?

You would need to comply with your local regulations for any claims.

Sizing

What is my Inner Mettle size?

It can be challenging to find your correct size when shopping online! Don’t worry, we’ve included a sizing guide for each of our collections. You can find the sizing guide for all Inner Mettle products as a pop-up just above the size selection on the product page. IM ViroBac products are one size fits all.

Will the IM Earth Connect shoes stretch?

If your shoes have a snug fit, you can expect half a centimetre of stretch over the first few weeks of wear.

Can I expect any shrinkage to my Inner Mettle apparel?

If you follow the care instructions on the label your Inner Mettle clothes will keep their shape and size. If you wash on a high temperature, there is a risk of shrinkage. 


Can I return my order if it is the wrong size?

If you’ve made a mistake with the sizing, you can exchange your purchase within 30 days. Please refer to our exchange FAQs for more details.

Responsibility

What materials do you use?

Inner Mettle products are made from unique fabrics, created from natural, recycled, or innovative materials. We take the fabrics you know and love, and those you never imagined wearing, to a whole new level of functionality. Read more about some of the materials we use here. 

Are Inner Mettle products manufactured sustainably?

Our products and packaging are primarily made from recycled, natural and biodegradable materials. We optimise our material consumption. Any waste attributed to the manufacturing process has been minimised to the best of our ability. Once our operations are fully up and running we plan to offer customers a repair and end of life solution for all Inner Mettle products.

What does it mean to be a member of Founder’s Pledge?

Founder’s Pledge is a global community of entrepreneurs that find and fund solutions to the world’s most pressing problems. 

5% of Inner Mettle profits are donated to the Founder’s Pledge Global Health and Development Fund.


Why do you manufacture in R.N. Macedonia?

The majority of Inner Mettle products are made in R.N. Macedonia in compliance with local regulations. Factory standard: ISO 9001:2015. Macedonia has a long tradition in the textiles industry and is closely connected to Europe. Macedonia’s textile industry is the second largest export industry in the country and exports mainly to EU countries. Textile factories in Macedonia are known for their quality and professionalism. Under the socialist regime in Macedonia, workers of state-owned factories used to receive pensions, health insurance, higher wages and were paid overtime as well as bonuses for meeting deadlines. This has drastically changed over the last 20 years, but this history has made an impact on the working conditions of textile workers today. In other words, textile industry working conditions in Macedonia are still compared to that which was previously set by state-owned enterprises. These benefits have partly been transferred to central welfare initiatives which are managed by Macedonia’s government: they set minimum wages, paid ensure holidays, maternity leave, as well as compulsory healthcare and pensions for workers in the textile industry.


Have another question that you can’t find here?

Give us a call +44330 122 1186