Returns & Refunds

We hope you’re happy with your MOD-LE-MODE order. If something isn’t right, the information below explains how to return an item and how refunds are handled.

UK Returns

If you change your mind about an online purchase, please let us know within 14 days of receiving your order.

Once you have notified us that you wish to return an item, you then have a further 14 days to send it back.

To start a return, email contact@modlemode.com with your:

• Order number

• Name

• Item(s) you wish to return

You do not need to give a reason for a change-of-mind return.

UK Return postage

For change-of-mind returns, return postage is the responsibility of the customer.

We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

If an item is faulty, damaged or incorrect, please contact us before returning it. Where MOD-LE-MODE is responsible for the return, we will cover reasonable return costs.

Condition of UK returns

Please take reasonable care of products while they are in your possession.

Where possible, items should be returned:

• Unused

• With their original tags

• In their original packaging

• Securely packaged for the return journey

You are entitled to inspect a product as you would reasonably be able to in a shop. If an item has been handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from the refund.

Return address

Please send returns to:

MOD-LE-MODE Returns
13 Tetney Lane
Holton Le Clay
North East Lincolnshire
DN36 5AS
United Kingdom

Where possible, please include your order information or invoice inside the parcel so we can identify and process your return correctly.

Returned items remain your responsibility while they are in transit, so please package them securely and retain proof of postage.

Refunds

Once your return reaches us, we aim to inspect and process it within 5–10 working days.

Once approved, your refund will be issued to the original payment method used for your order.

Your bank or payment provider may require additional time for the refund to appear in your account after we have processed it.

Our 5–10 working day processing target does not affect your statutory rights. Where statutory cancellation rights apply, refunds will be made within the time limits required by law.

What will be refunded?

For an eligible return, we will refund the amount paid for the returned product, subject to any lawful deduction for diminished value caused by excessive handling.

Where you cancel and return your entire order under your statutory online cancellation rights, we will also refund the cost of our standard outbound delivery service.

If you selected a more expensive delivery method, any amount paid above the cost of our standard delivery service will not normally be refunded.

If only part of an order is returned, the original delivery charge will not normally be refunded unless required by law.

Return postage for a change-of-mind return is not refunded.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible at contact@modlemode.com, including your order number and details of the issue.

Please do not return a faulty or incorrect item before contacting us.

Where appropriate, we will arrange the return and cover reasonable return costs.

Your legal rights in relation to faulty goods are separate from our change-of-mind returns policy and are not affected by anything on this page.

Exchanges

We do not currently offer exchanges.

If you would like a different product, colour or size, please return the original item in accordance with this policy and place a new order.

International Returns

Customers returning an order from outside the UK are responsible for arranging and paying for return postage unless the item is faulty, damaged or incorrect.

When completing customs documentation, please clearly identify the parcel as returned goods where appropriate.

MOD-LE-MODE does not normally reimburse customs duties or taxes paid directly to customs authorities or other third parties. You may need to contact the relevant authority in your country to determine whether these charges can be reclaimed.

Any mandatory consumer rights that apply in your country are unaffected.

Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights.

EU Returns & Cancellations

Eligible customers may submit a return or cancellation request through their MOD-LE-MODE customer account or order status page.

30-Day Returns

Customers purchasing from countries within our EU market may request a return within 30 days of receiving their order.

Items returned under our change-of-mind policy must be unused, unworn, unwashed and in their original condition, with any original tags and packaging where applicable.

To arrange a return, please contact MOD-LE-MODE before sending your item so that we can provide the correct return address and instructions.

Unless the item is faulty, damaged, incorrect or applicable law requires otherwise, the customer is responsible for the cost of return shipping. We recommend using a tracked service, as returned goods remain the customer's responsibility until received.

EU Right of Withdrawal

If you are a consumer in the European Union, you have the legal right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason. Our 30-day returns policy is additional to this statutory right and does not replace or restrict it.

If you exercise your statutory right of withdrawal, you must notify us clearly of your decision to withdraw. You then have 14 days from notifying us to return the goods.

For a valid statutory withdrawal, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option available for your order. If you chose a more expensive delivery service, such as express delivery, the additional delivery cost is not required to be refunded.

Refunds will be made to the original payment method. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first. EU rules generally require reimbursement within 14 days of being informed of the withdrawal, subject to this right to withhold pending return/evidence.

You may inspect the goods as you reasonably would in a shop. Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make an appropriate deduction for any resulting reduction in value where permitted by applicable law.

You can submit a request directly through your MOD-LE-MODE customer account.

Returns Made Between 15 and 30 Days

Our additional MOD-LE-MODE returns policy allows eligible change-of-mind returns for up to 30 days after delivery.

For returns requested after the statutory 14-day withdrawal period but within our 30-day returns window, the product purchase price will be refunded once the return has been received and approved.

Original delivery charges and return postage are not refundable for these additional change-of-mind returns unless required by applicable law.

Self-Serve Returns & Cancellations

Eligible customers may submit a return or cancellation request through their MOD-LE-MODE customer account or order status page.

Returns may be requested for eligible delivered items within the applicable return window. Cancellation requests may be submitted for eligible items that have not yet been fulfilled.

Submitting a request does not automatically confirm a refund or cancellation. MOD-LE-MODE will review the request in accordance with this policy and applicable consumer law and will provide return instructions where required. This does not limit any statutory rights available to EU consumers.

Returning Goods from the EU to the UK

EU returns are sent back to the United Kingdom.

Before returning your order, please contact us for the correct return instructions.

The parcel and any required customs declaration should be clearly marked:

RETURNED GOODS – CUSTOMER RETURN

Please include your original MOD-LE-MODE order number and complete all customs documentation accurately. Returned goods should not be declared as a gift.

Correctly identifying the shipment as returned goods helps support the appropriate customs treatment. MOD-LE-MODE cannot guarantee how individual customs authorities or carriers will process a shipment, and incorrect or incomplete customs declarations may cause delays or additional charges.

Faulty, Damaged or Incorrect Goods

The change-of-mind conditions above do not limit your rights where goods are faulty, damaged, incorrect or not as described.

EU consumers benefit from a minimum two-year legal guarantee of conformity for new goods. Depending on the circumstances and applicable law, remedies may include repair, replacement, a reduction in price or refund.

If you believe an item is faulty, damaged or incorrect, please contact us with your order number and photographs where appropriate. Where the issue is our responsibility, we will arrange an appropriate remedy and cover reasonable return costs where required.

Order Cancellations

If you wish to cancel an order before it has been fulfilled, please submit a cancellation request as soon as possible.

Where an order can be cancelled before fulfilment, we will issue a full refund to the original payment method.

If your order has already been dispatched, this does not affect your EU right of withdrawal or any other mandatory consumer rights.

Your Legal Rights

Nothing in this Returns & Cancellations Policy excludes, restricts or limits any mandatory consumer rights available to you under applicable EU or national consumer law.

US Returns & Cancellations

Returns

We hope you love your MOD-LE-MODE purchase. If you change your mind, US customers may request a return within 30 days of delivery.

Items must be returned unused, unworn, unwashed and in their original condition, with any original tags and packaging where applicable.

To arrange a return, please contact us before sending your item. We will provide the correct return address and return instructions. Please do not send a return without contacting us first.

For change-of-mind returns, customers are responsible for the cost of return shipping. We recommend using a tracked postal or courier service, as returned items remain the customer’s responsibility until they are received by us.

International return customs declaration

As returns are sent back to the United Kingdom, the parcel and customs declaration must be clearly identified as:

RETURNED GOODS – CUSTOMER RETURN

Please also include your original MOD-LE-MODE order number and accurately describe the returned goods and their value on all required customs documentation. Do not declare a return as a gift.

Correctly identifying the shipment as returned goods can help support the appropriate customs treatment, but MOD-LE-MODE cannot guarantee that customs authorities will not assess charges. Where customs or handling charges arise because a return has been incorrectly or incompletely declared, these may be deducted from the refund where permitted by applicable law.

Refunds

Once your return has been received and inspected, we will notify you. Approved refunds will be made to the original payment method.

Original delivery charges and return postage are not refundable for change-of-mind returns, except where required by applicable law.

Please allow 5–10 business days after your refund has been processed for it to appear, depending on your bank or payment provider.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or you receive the wrong item, please contact us as soon as possible with your order number and photographs where appropriate. Where the issue is our responsibility, we will arrange an appropriate replacement, refund or return and cover reasonable return shipping costs.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have not yet been dispatched may be cancelled for a full refund.

Once an order has been dispatched, it can no longer be cancelled and must instead be returned in accordance with the returns process above.

Consumer rights

This policy provides our contractual returns terms for purchases made through MOD-LE-MODE. Nothing in this policy limits any mandatory consumer rights you may have under applicable law in your place of residence.