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).
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).
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 email@example.com. We have also added extra information on fit and sizing under the ‘Product Details’ section of each product.
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 firstname.lastname@example.org 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 email@example.com and include all the following information:
- 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?
PO Box 6174
Fairfield Gardens Qld 4103