FREQUENTLY ASKED QUESTIONS
1. How do I make a purchase?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at email@example.com, available 24 hours a day, seven days a week.
2. How do I find a specific item?
If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by designer under the Designers menu. Throughout the site there is also a search function in the Main Menu, which can be used to look for products using keywords or a web code, if you know it.
3. How do I know if an item is in stock?
Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting Customer Care on firstname.lastname@example.org — available 24 hours a day, seven days a week. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.
4. What payment methods does MODALUXESHOP.COM accept?
We accept PayPal, American Express, Visa and MasterCard.
5. Is it safe to use my credit card online at MODALUXESHOP.COM?
We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.
6. How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our MODALUXESHOP.COM stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.
7. When will I receive my order?
Orders shipped using our delivery partners, UPS or Swiss postal service, are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery.
8. Can I collect my order instead?
For security reasons, and because your order must be signed for, we do not partner with local pick-up or service points. We also do not offer redirections. For further information, please contact Customer Care on email email@example.com.
9. Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on firstname.lastname@example.org and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.
10. Can I exchange my order?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.
11. How do I return an item?
You have up to 28 days to return an item, however you must request your returns number within 14 days. For full details on the returns process, see our Returns page.
12. Why am I being asked to provide my Tax ID or a Power of Attorney form?
MODALUXESHOP.COM takes the security of its customers very seriously. For this reason, you may be asked to provide specific documents to secure the release of your order. For US orders over US $2,500, you may be required to provide your tax ID; for US orders over US $5,000, you may be required to complete a Power of Attorney form, which confirms you as the importer of the items (Customer Care will send this to you if it is required). In both cases, the documentation is for customs purposes, so we can secure the release of your order. For further information please contact Customer Care on email email@example.com.
13. Do I have to pay duty and import charges?
If your place of residence is not located in Switzerland and the price of the purchased item is above the free allowance valid for your country, you pay customs duties. These vary depending on the country in which you live. We kindly ask you to inform the customs of your home country.
14. Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the MODALUXESHOP.COM terms and conditions statement. In order to register as a user of MODALUXESHOP.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that MODALUXESHOP.COM does not keep any of your details on the MODALUXESHOP.COM website, and therefore these details are protected from any breach of security on the MODALUXESHOP.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.
15. How do I keep my account safe?
In order to keep your MODALUXESHOP.COM account safe, we recommend you follow the simple steps below.
- a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is.
- b) Use a unique password on MODALUXESHOP.COM. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on MODALUXESHOP.COM.
- c) Do not use the same password for your email accounts as you do on sites like MODALUXESHOP.COM.
- d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically.
- e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.
16. Why has my account been locked?
To protect your account, if you do not log in to your MODALUXESHOP.COM account for one year, or if there are 10 failed log-in attempts, it will be locked. When you next try to log in, you will see a message informing you that your account has been locked and giving you simple instructions on how to unlock it. You can unlock your account by using the 'forgotten password' facility.
17. How do I contact customer care?
If you have any questions which are not currently answered on our site, please contact Customer Care by email at firstname.lastname@example.org — available 24 hours a day, seven days a week.
19. How do I buy a Gift Card?
The Gift Card service is not active yet, but it will be very soon.