I HAVE RECEIVED THE WRONG ITEM
Oh no! We are so sorry to hear this. While we strive for perfection we are only human and mistakes can sometimes happen! In the event of this occurring please contact us via email and one of our team will rectify this as a matter of urgency! Please include your name, order number and the item which has been sent incorrectly
I HAVE RECEIVED A FAULTY ITEM
Please report this to our customer service team within 24 hours of receiving your package. We meticulously check items multiple times before leaving the premises and this may have slipped through the net. Do not remove any labels or tags as this will be hard to determine whether the item has been worn and may go against your favour.
I AM MISSING AN ITEM FROM MY ORDER
In the unlikely event this has happened please contact our team via email email@example.com
Please send us a photo of the outer packaging including the postage labels and also your invoice provided inside the bag. All items are weighed prior to leaving the building and this will help u determine whether it is a genuine mistake or the parcel has been tampered with during transit. We take claims like this extremely seriously! If your invoice has been stamped with ‘OUT OF STOCK’ you do not need to contact us as a refund will already be on its way to you.
MY ORDER HAS BEEN CANCELLED
We’re sorry to hear your order has been unsuccessful. If you have received an email from us confirming the cancellation this may be for one or two reasons. We do not cancel orders our end, if an item is out of stock we will contact you first prior to cancelling. Another reason your order may not have been successful is the payment provider has declined to accept the payment. We will send you a more detailed email explaining the reason and your money (if taken) will be returned to your account within 3-7 working days. This unfortunately is normal procedure for bank reversals though other payment methods could be much faster.
CAN I CANCEL/ CHANGE MY ORDER
We aim to get items out as quickly as possible for this reason we are unable to cancel orders once placed. Please ensure your details are correct at checkout (double check!) On occasions we can recognize mistakes if incorrect addresses are entered at checkout and may be able to contact you. However, we cannot be held liable once an item has left the building if the incorrect address has been applied at checkout. Sometimes we are able to contact you if we notice any discrepancies with your order. If you have made a mistake please try to get in contact immediately and we can see if it is possible to change. We cannot amend sizes for clothes as the stock levels are automated and cannot be manually changed.
HOW LONG DOES DELIVERY TAKE?
Please visit our ‘DELIVERY’ page to see all types of delivery that we offer. All in stock products are ready to ship and the time in which they are delivered is your choice. (This applies to UK customers only.) For all international customer please check the page for prices and delivery expectations. If you have ordered a PRE-ORDER item we will specify in the product description a realistic timeframe in which we expect to dispatch. Please note any additional items ordered alongside a pre-order will be shipped in one parcel once the product has arrived in stock. We cannot post these items separately unless an additional postage fee is paid.
CAN YOU DELIVER TO A PO BOX?
Our normal courier service used is DPD / DPD Local who do not deliver to PO Boxes. However, we may be able to offer an alternative delivery method if you have no other option address to use. Please contact our customer services to enquire and we can see if we are able to accommodate this for you
HOW WILL I KNOW WHEN MY PARCEL WILL ARRIVE?
Once an order is processed you will receive both an email from us and an SMS from DPD with your tracking number. DPD will text the date of delivery along with an allotted time slot. If you not home for your delivery, no worries, we totally understand we have busy customers! Our courier will attempt to deliver your parcel again. If you are not home again there are other options. Track your order on the DPD Local website and you will be able to choose an alternative delivery date or address which is suitable to you. Received no SMS? No problem, drop us an email and we will check your details are correct on our system and forward your tracking direct to you.
MY PARCEL HAS BEEN RECONSIGNED! WHAT SHOULD I DO?
Unfortunately if your parcel has been reconsigned this could be for a couple reasons. The address may be incorrect or inaccessible for the courier to deliver your parcel which will result in an instant reconsignment. There may have been numerous attempts to deliver the parcel or it has been refused at the door. Reconsignments are not common as we are normally able to get in contact to attempt another delivery, however, if this is unsuccessful there will be a penalty as it is then treated as a return. Unfortunately this chargeable fee will be deducted from the order along with the shipping costs for us to enable the parcel is returned to us. As stated this is not common as the option to redeliver along with communication between ourselves ensures the package has plenty of chances to be received correctly.
HOW DO I RETURN MY ORDER?
We have a detailed page dedicated in helping you make your return as easy as possible. You can find all the information needed in this section. You will find the return address here along with details on the safest way to send back to us.
IS MY ITEM ELIGIBLE FOR RETURNS?
We try our best in making our returns as understandable as possible. If certain items are not eligible for return (e.g. hygiene products/ handmade) we will make this clear in the product description and on the main information of the ‘Returns’ section. You are also required at checkout to agree to all terms and conditions prior to payment. Please ensure you have fully read and understood our returns policy before checking out!
I’VE RETURNED MY ORDER BUT HAVEN’T HEARD ANYTHING?!
Don’t panic! We strongly advise you send your item back using a tracked method so you are able to check the progress of your return. Items lost in transit without tracking unfortunately will be the responsibility off the customer. Once returns are received we aim to have this processed within 7 working days. During busy periods this could take up to 10 working days. You will receive an email once the item has been either refunded or credited. If after 10 working days you have not heard from us please get in touch with us via email firstname.lastname@example.org. Please include your name, order number and a photo of your return receipt along with any tracking numbers so they can assist you as fast as possible.
I HAVE REMOVED THE LABEL FROM AN ITEM CAN I STILL RETURN IT?
Unfortunately, once the tags are removed the item is no longer acceptable for return as we will be unable to determine whether it has been worn or not. Please ensure any products are returned in the condition they arrive without any marks or strong scents and with all labels and packaging intact.
I’M UNSURE WHAT SIZE TO ORDER?
We want all our products to fit our customers perfectly, so we have a general size guide to help with our average sizes. All sizing information is provided for specific to each country and are based on the national average sizes. Please note all our sizing online are set to UK sizes so please refer to the guide if you are an international customer. We appreciate every fabric will fit differently so we will include in the product descriptions if the fit differs from average sizing. For example, an oversized cotton tracksuit will not fit the same as a lycra swimsuit!
IS MY ITEM ELIGIBLE FOR RETURNS?
We pride ourselves on being unique from other websites and try to keep our items exclusive. We will only restock items that have an exceptionally high demand. Please feel free to contact one of our team who can advise whether an item will be restocked. Exclusivity is key to our branding and we want our customers to feel extra special with their purchases knowing not many people will have them!
CAN I BUY YOUR PRODUCTS ANYWHERE ELSE?
Currently the only place you can buy Moda Minx products is directly through our website or on ASOS.com. All of our products are designed and manufactured in our own factories. Please note we do not wholesale to other websites other then ASOS so any other company using our imagery will not be selling genuine items. We do not want our customer deceived by other companies selling inferior copies of our items so please be aware when browsing online for cheaper copies. Remember, if its too good to be true it probably is!
HOW DO YOU SUGGEST I WASH MY ITEM?
We have an entire page dedicated to product care. Please refer to our ‘CARE INSTRUCTIONS’ page for full recommendations on getting the best life out of your items.
WHAT PAYMENT OPTIONS FOR YOU HAVE?
Currently you can use our Worldpay system for card payments and we also offer Paypal & `Klarna. Please refer to the Klarna section on this page for all information regarding how it works and how you payments are collected.
MY CARD PAYMENT IS NOT GOING THROUGH?
We feel your frustration but don’t panic! Our system has the highest level of security to protect against fraudulent activity so any minor mistake will automatically decline your payment. First and foremost please check you have funds to complete your payment (you will be surprised how many times this happens!) Please ensure your billing address is the same one registered to your bank account. Majority of the time this will solve the problem as most people are unaware of this. One other reason may be with the CVS extra security screen. This is set up with your bank and is a unique password you have set for online payments that will pop up in a separate screen. This is an added security precaution for online transactions. If you are still experiencing issues drop us an email and we can look into the problem more our end! We recommend using an alternative method such as Paypal if you have continued issues using your card online.
MY ORDER HAS BEEN PENDING FOR AGES!
Order not hit the processing stage? Drop us a message as soon as possible. This can sometimes happen if you have accidently clicked off the screen too early before the payment has successfully gone through. There could also be a communication issue between the banks. Before attempting to place another order please check with us first so we can make sure no payment has been taken from the first order (sometimes it can just be a delay!)
HOW LONG AFTER I PAY DO THE FUNDS COME OUT MY ACCOUNT?
Normally payment is taken immediately but it may not show on your statement for 24 hours. The same will apply to Paypal and Klarna will be based on your monthly agreement plan with them. Please note any orders placed using a Paypal E-Cheque will not be processed until the payment has cleared, this can normally take up to 14 days. We highly advise against using this option as the items may no longer be available after this length of time.
HOW DO I APPLY A DISCOUNT CODE TO MY ORDER?
Easy peasy! Once you have finished filling your cart with goodies simply click checkout and you will see a box that says ‘CLICK HERE TO APPLY COUPON’ Simply type or copy & paste into the box and click ‘apply’ for the discount to be added. You will see the discounted amount at the bottom of the page under your subtotal. (Discount codes do not apply to postage costs and certain items outlined in the promotions terms and conditions may be excluded from deals.)
MY DISCOUNT CODE IS NOT WORKING
Please ensure the code you are using is in date and still active for the promotion it applies to. (An easter code won’t work at Xmas!) Double check you are typing it exactly as it is advertised for example: SALE20 should be typed in all capital letters for it to work. If it is still not working it may be a product(s) in your cart are excluded from the promotion. Any issues relating to coupons and discounts can be helped via email email@example.com with one of our team.
THE WEBSITE IS NOT LOADING!
We hate it when this happens! First suggestion would be to clear your cookies and CACHE through web browser/ device (Sometimes they can get overloaded and slow systems down.) Try another device to see if the issue resolves, if this works then there could be an issue with your network on your device. If your still experiencing problems please get in touch with one of our advisors so we can check if there is an technical glitches our end.
ERROR MESSAGE: THERE IS A PROBLEM WITH YOUR CART
Worst horror story ever: SOLD OUT! We are sorry to say something in your cart has sadly been snapped up before you got to check out. The item will need to be removed before you can continue checking out. If your struggling to pinpoint which item it is drop us a quick message and we can help identify it for you.
I’M TRYING TO CONTACT BY PHONE BUT NO ONE IS PICKING UP!
While we appreciate it is much faster to contact via telephone we would need to operate a call center to deal with the amount of calls we receive! Our hotline is open mainly for product/ stock and general enquiries via our warehouse team. As with a lot of companies this year we are running a skeleton staff just to keep operations running smoothly. Urgent problems must be dealt with via email regarding orders, returns and delivery queries by an experienced advisor (our warehouse babes are the stock experts and do no deal with your orders directly!)
I FORGOT MY PASSWORD / CAN’T SIGN INTO MY ACCOUNT
No trouble we all forget a password from time to time. If the ‘Forgot Your Password’ link has given you no joy please send over an email to firstname.lastname@example.org using the email address your account was set up with ad we can help get your account back up and running again.
HOW CAN I UNSUBSCRIBE FROM MODA MINX EMAILS?
We will be sad to see you leave our VIP list! Remember, we use our subscription to send you exclusive discounts, offers and early access to new collections before anyone else. If your sure you want to leave you can find the ‘UNSUBSCRIBE’ button located at the bottom of our emails. Simply click ad you will be removed from our mailing list.
HOW CAN I BE A MODA MINX AMBASSADOR?
Lets set the record straight. Anyone can become an influencer, if your willing to put in the hard work! We are lucky to live in a time where people are being recognized and appreciated regardless who they are! Social media can be a tough place but it can also be extremely rewarding providing many young people opportunities they could only have dreamed of. We want to hear from you! Get in touch via our Instagram @modaminx. We try our best to reply but as you can imagine we get so many requests a day!
DO YOU NEED A HIGH FOLLOWING TO BE AN AMBASSADOR?
Not at all! As the old saying goes ‘the journey of a thousand miles begins with a single step.’ EVERYONE starts at the bottom and works their way up. If we can see potential in you then we want you on our team, and if your not quite there yet we can offer a wealth of advice to help you on your journey. Being an ambassador/ influencer is not easy work. You have to work hard and be committed to your content to get recognized. Ultimately your hard work will pay off whether you have 10 followers or 10,000. In short – followers do not matter. Only your work and determination does.
HOW CAN I MODEL FOR YOU?
We love to be approached for modeling opportunities. You don’t need to be agency signed or a pro but you must know how to strut your stuff in front of the camera! You can reach out to us on Instagram @modaminx or via email email@example.com and please send us some pics.
CAN I PROMOTE MODA MINX ON SOCIAL MEDIA?
We receive hundreds of messages through socials wishing to promote our brand. Whilst we would love to give away our products it is not viable for us. We are not a big commercial company and our items are mainly limited in quantity to keep our designs exclusive. Due to high demand from celebs and influencers we only work on a gifted basis with our budgets going towards shoots and locations for great content. That’s not saying we don’t work with anyone else we love to see and help upcoming new influencers!
COLLABORATING WITH OTHER COMPANIES FOR GIVEAWAYS ETC.
Yes! We love participating and working with other brands in different industries. Feel free to contact us directly on Instagram @modaminx or drop us an email to firstname.lastname@example.org.