FAQs

General Questions

Where is my order?

Please allow up to 7 days for delivery of your item, in most cases they usually arrive sooner than this. If your order hasn’t arrived after 7 days, then please reach out to our Customer Service team at [email protected] ([email protected]).

Can I cancel my order? 

If you need to cancel your order please contact us within 2 hours of placing your order. If you contact us after 2 hours we may not be able to cancel the order and you’ll instead need to return it to us once you’ve received it. 

Can I change the delivery address? 

If you need to change your delivery address, please contact us within 2 hours of placing your order so we can inform our courier of the change.

If you contact us after 2 hours of placing your order, we may not be able to change the delivery address. 

How much is delivery on the Mode Store?

We calculate shipping based on weight and size so it will vary from item to item. We do offer shipping discounts for purchases of more than one item though! 

 

Returns & Refunds

What is your Returns Policy? 

Sometimes an order might not work out for you and you’d like your money back. 

To be eligible for a refund you will need to:

  1. State your intent to return the item and dispatch it to us within 28 days of delivery.
  2. Ensure the item is in ‘as new’ condition.

We define ‘as new’ as:
Undamaged with no signs of wear including but not limited to: markings from dirt or other substances, smells or an unreasonable amount of creases. You are of course welcome to try on any clothing you purchase as you would in any retail setting to assess whether the fit and sizing is right for you.

 

Just so you’re aware returned items are your responsibility until we receive them so please make sure they’re packaged sensibly and securely. 

We’d also recommend using a tracked delivery service with proof of postage when sending it back to us, if your item is lost using an untracked service you will not be eligible for a full refund but we may offer partial refunds at our discretion.

 

Occasionally we may receive an item you returned to us by mistake, if we’re able to locate the items we’ll try our best to return them to you but we will ask you to cover the delivery cost in this case.

 

Fair usage

If we notice any unusual activity or patterns of returns, such as we think someone is actually wearing items and then returning them and re-ordering, we do reserve the right to suspend and close your Mode Store account (And/Or Mode account). Of course if you think we’ve made a mistake, then please do reach out to us and we’ll discuss that with you. 

We don’t offer direct size exchanges on items so if you wish to purchase a different size, item or design simply return the original to us for a refund and re-order the your wanted item from the store as normal! 

 

Faulty items

We’re really sorry to hear that you have received a faulty item, please contact us as soon as possible and we’ll sort it out for you.

Please make sure to let us know why the item is faulty with images if possible to demonstrate any damage.
We do inspect items on return and will let you know if the damage is considered wear and tear and not a fault, as this may affect your refund. 

 

How do I return my order?

To return your order simply contact our Customer Support team via email at [email protected] with your order number, full name, and the reason for the return and we’ll let you know what to do next. 

 

Can I exchange my order?

We don’t offer exchanges on items, this means that any item you’d like to exchange, simply return it to us for a refund and re-order your chosen item from the store!