Frequently Asked Questions

Payments

What payment method does Modella use?

We accept major credit cards, PayPal and Afterpay.

Our credit card payments are processed simply and securely by a third party provider called Stripe. We do not capture or store any customer credit card information on our Site. For more information, visit the Stripe website.

PayPal provides a simple and secure online payment method. When you are ready to pay for your purchase from the checkout, you will be redirected to the PayPal website to complete the transaction. For more information on PayPal, go to their website.

Afterpay is a third party provider where you can buy now and pay later in instalments. More information is provided below.

I don’t have a PayPal account, can I still make a purchase on the Modella website?

Yes, you can make a purchase on the Modella Site if you don’t have a PayPal account. At the checkout stage, you can either choose the Credit Card option; or choose the Paypal option, and when you are redirected to the PayPal site, just click on the tab that reads: Don’t have a PayPal account? and follow the prompts – you will need a credit/debit card.

How does Afterpay work?

Afterpay is now available on our site for payments. Afterpay offers instalment plans for our customers. You can shop and buy now, and pay in four instalments with no interest charged. To sign up to Afterpay, you need to be over 18 years old and have a debit or credit card. Late fees and additional eligibility criteria apply. The first payment may be due at the time of your purchase. Please visit the Afterpay website for complete terms and conditions.

Orders

Do I have to register with a Modella account to make an online purchase?

No, this is totally your choice. If you do have a Modella account, it makes your future purchases easier, as you don’t have to fill out all your personal details every time (such as name, address and contact information). But no problem at all if you prefer not to register.

I have just placed an order, what happens now?

You should receive an order confirmation within 24 hours of placing your order (remember to check your Spam/Junk email folder). If you do not receive a confirmation email within this time frame, please email us: info@modella.com.au

Can I track my order?

All Australian deliveries are trackable. You will be sent a confirmation email once your order has been shipped with your tracking information. Depending on your computer settings, this tracking email can sometimes appear in your Spam/Junk email folder, so please remember to check here.

For international orders, the standard service used has tracking available to most countries. You will be sent a confirmation email once your order has been shipped with your tracking information.

Can I change or cancel my order?

This will depend on the timing. If it’s within an hour or two, we may be able to cancel or change the order, but there are no guarantees. If you want to change or cancel an order, email us at info@modella.com.au as soon as possible and we will advise you of the status and whether we can cancel or change it for you.

Shipping/Delivery

How long before I receive my purchase?

The information below is a guide only, based on delivery time information available from the Australia Post website. For extra details on shipping delays due to COVID-19, view Australia Post’s Coronavirus update. Please note that we work hard to arrange the sending and shipping of your goods on the same or next business day after your order is received, but there may be slight delays during busy times.

We offer FREE EXPRESS postage for orders within Australia over the value of $50.

Australian deliveries – we use the Australia Post’s Express Post and Parcel Post delivery services. If your order is over $50, you will automatically get free Express Post shipping which provides next business day delivery within the defined Express Post delivery network (from the date of shipment), otherwise a general guide of 3 to 7 business days from the date of shipment applies. View more information on Express Post delivery times and the Express Post defined delivery network.

If your order is under $50, you can choose either Express Post (see details above) or Parcel Post services. So if you ‘re not in a hurry for your order, you may choose Australia Post’s Parcel Post option. Deliveries will generally take 2 to 6 business days (or more) from the date of shipment depending on destination. View more information on Parcel Post delivery times.

International deliveries – within 3 to 25 business days from the date of shipment (please note that this excludes time in customs if applicable which may cause additional delays). We use the Australia Post International Standard service which provides tracking to most countries. Shipping estimates are provided at the cart stage on our website with final calculations provided at the checkout process. For more information on delivery times, use the Australia Post delivery time calculator.

Please note that business days are Monday to Friday and exclude weekends and public holidays.

What is the charge for postage?

Australian deliveries

We offer FREE EXPRESS postage for orders within Australia over the value of $50.

For all other orders, you can choose from Australia Post’s Express Post or Parcel Post charges. The delivery charge depends on the weight of your order. You can easily check the postage cost for your order before you finalise your purchase at the checkout by using the postage calculator.

International shipping

The cost for international shipping is based on the destination and weight of your order. You can easily check the postage cost for your order before you finalise your purchase at the checkout by using the postage calculator.

Please note that some countries may charge import duties, taxes and/or other fees. Modella has no control over this and all of these taxes and charges are the responsibility of you the customer. As customs policies, import duties, permits, quotas, restrictions and local requirements vary so much from country to country, we recommend that you check the requirements before placing an order. Modella takes no responsibility for any customs charges or related payments or requirements.

What countries do you sell and deliver to?

Modella sells and delivers to anywhere in Australia as well as many overseas destinations. We do not sell to Cuba, Iran, South Sudan and more recently to the United Kingdom, due to restrictions in delivery services, customs regulations and charges. View the complete list of countries by viewing the International Post Guide.

Returns

What is your returns policy?

Can I get a refund or exchange? We understand that sometimes you may want to return or exchange an item after trying it on, if it doesn’t quite fit or suit you. Following are the conditions (please note that in the interests of hygiene, we do not accept the return or exchange of pierced earrings for change of mind):

To receive a refund for full price items: The item(s) must be returned to us within 30 days of you receiving your original order. All items must be in original condition with tags attached, unwashed with no soiling. If there is any sign that the item has been worn, it will not be accepted as a return. Please note that the amount refunded will be for the item(s) only and will not include the postage charge(s). For orders that had free delivery applied on the original invoice, the refund amount will include a processing fee of $10 which will be deducted from the total refund amount.

Can I return sale items? Yes, sale item(s) must be returned to us within 14 days of you receiving your original order. All items must be in original condition with tags attached, unwashed with no soiling. If there is any sign that the item has been worn, it will not be accepted as a return. Please note that the amount refunded will be for the item(s) only and will not include the postage charge(s). For orders that had free delivery applied on the original invoice, the refund amount will include a processing fee of $10 which will be deducted from the total refund amount.

Can I return clearance items? No, clearance items have been drastically reduced to sell and make room for our new stock. Please choose carefully as there are no returns for change of mind on these items.

Can I return pierced earrings? In the interests of hygiene and peace of mind for all of our customers, we do not accept the return or exchange of pierced earrings for change of mind.

Can I do a straight exchange of an item for a different size? We will arrange this if we have the size in stock, otherwise we will process a refund as detailed above. Please contact us first and if we have the item in stock we’ll put it aside for you so you don’t miss out!

Remember if our Size Guide is not enough to confirm your size, you can always ask us specific questions before you make your final purchase – just email us at info@modella.com.au.

Please note that all delivery charges for returns (refunds or exchanges) are the responsibility of you the customer. We recommend that you use trackable mail when returning goods, as Modella takes no responsibility for items that are lost or damaged in transit.

What if the item is faulty? Every item in our online boutique is individually quality checked to ensure that it’s in perfect condition. But if something doesn’t go to plan and you receive a faulty item, please email us at info@modella.com.au with the details. Our process is to ask you to return the item as soon as possible to us. Upon verification that an item is genuinely faulty, we will either repair, replace or exchange the item, and we will reimburse you for the delivery charge you incurred.

What is the process for returns and exchanges?

For all enquiries regarding returns and exchanges (as detailed above), please email us at info@modella.com.au and include all the following information:

  • Name
  • Email
  • Phone number
  • Date of purchase
  • Reference/Invoice number
  • Description of item being returned
  • The reason for return

We will respond with further instructions and help you through the process.

What is the address for returns?

Modella Clothing
PO Box 6174
Fairfield Gardens Qld 4103
AUSTRALIA

Displayed Prices

What currency are the prices displayed in?

All items on the Modella website are displayed with prices in Australian dollars that include GST where applicable. The displayed prices are for the particular goods only and delivery charges will be added before the final checkout. Prices are subject to change at any time. All totals will be billed in Australian dollars. International customers will be charged the equivalent of this rate in their respective currencies at the time that PayPal or their bank processes the transaction.

Promotions

How do I receive my 10% off discount promo code once I join the email list?

When signing up to join our mailing list, you will receive an email to confirm your subscription (this is to stop those fake automated bots from trying to join our list). Once you click the link to confirm your subscription, you will receive a second email with a promo code to receive 10% discount off your first purchase with us. This promo code can only be applied to your first purchase and can only be used once per transaction. This promo code cannot be used in conjunction with other promo codes and the discount does not apply to shipping/delivery charges.

Do you offer promotional discount codes?

Promotional discount codes may be offered from time to time through an email promotion, social media campaign, special event or advertised on our website home page. These promotional discount codes may only be used until the lapse of the expiry date. Please note that discount codes do not apply to the delivery charges.

How do I find out about new product releases and promotions?

Product releases will be promoted on our website, through social media and in Modella News (our email newsletter). If you want to join our Modella News mailing list subscribe now to register, or enter your email address in the sign-up promo box on our home page. You can also follow us on Facebook, Instagram, Pinterest and Twitter.

Can I be removed from the email mailing list?

Of course, you can be removed from the Modella News mailing list at any time – just opt out when you receive the newsletter or email us at info@modella.com.au and note in the subject header that you wish to be unsubscribed.

General

I have forgotten my Modella account password, what do I do?

No problem, just click on the Lost your password? link on the sign-in form (after clicking the
My Account button) to recover your password or reset it now.

Not sure what size I am, can you help?

Check out our Size Guide or email us at info@modella.com.au for extra sizing or product information. We also provide additional information for each product under the ‘Sizing and Fit’ section.

Does Modella have a retail outlet?

No, we sell exclusively through our online store.

Can I buy a Modella online gift voucher?

Sorry, this feature is not yet available but we are working on it as a future option.