Our goal at Modefa is to ensure you have received the quality products you expect!
30-Day Return & Exchange Policy:
If you wish to make a return or exchange, you have 30 days to complete the process. Customers must contact us within 10 days of order to initiate the return or exchange. Customer can choose a return or an exchange, but not both -- i.e. if you make an exchange, you cannot later make a return for the same items.
Buyer is responsible for shipping costs for returns and exchanges. For returns, buyer will be refunded full purchase price (minus any original shipping costs*). For exchanges, once we receive your return, we will ship your exchanged item to you. Returns and exchanges will be accepted as long as product(s) is in original condition, unworn, unwashed, undamaged, with tags still attached. Item should also be properly folded/ packaged* (i.e. silk hijabs should be folded on original fold lines and in original plastic wrapping). Exchanges will be shipped to you within 2 days of receiving your originally purchased item.
Any free item received as a promotional due to purchase of returned item will also need to be returned. If we receive your return without those items, the retail value of the free items will be subtracted from your refund amount.
Please note that due to the extended shipping time involved in international orders, we currently only accept returns from within the continental United States. For the purpose of this and other store policies, we consider U.S. territories to be "international" destinations.
Receive something Damaged or Defective?
If there is a problem with your order, including damage, defect, or something missing, we want to help. Please contact us immediately, within 24 hours. Send photos if necessary, and do not throw away in packaging materials. Email us at firstname.lastname@example.org
Cancelling an Order:
If you wish to cancel an order, you must do so before the item has been shipped. In most cases, we ship items the next business day, but it can also be shipped out as early as same day. If the order has already been shipped it will be treated as a return. To cancel an order, please contact us at email@example.com.
Orders Returned to Sender:
When you place an order it is very important that you provide an accurate address, and one that matches the U.S. Post Office records. IT IS THE CUSTOMER'S RESPONSIBILITY TO PROVIDE A VALID MAILING ADDRESS. Sometimes orders will get "Returned to Sender." This means that for some reason, the package was undeliverable to the address provided. Most of the time, this means that the address was incorrect. Other times it may mean that the package was refused or was not picked up at the post office (if no one is home at time of delivery, sometimes the Post Office will leave a notice for you to come pick it up). It can also mean that your address is simply not deliverable by USPS or that you do not have a mail receptacle.
We use a sophisticated electronic system that will auto-correct addresses that have minor errors. For example, it will change "street" to "St." or fix the address to the way recognized by the USPS. If the system is suggesting a significant change or states that the address does not exist, we will contact you.
However, even with this method there are still occasions when packages get returned to us. If this happens, we will process it as a return. We will contact the customer when we receive the item and let you know if USPS has noted a reason the item being Returned to Sender. The customer will receive a refund for the amount paid for the product(s). Please note that original shipping paid is non-refundable.
Return & Exchange Process:
1) Contact us at firstname.lastname@example.org within 10 days, providing order#, full name, item(s) you wish to return/ exchange, whether it is a return or an exchange, and the reason. We cannot proceed with the return without ALL of this information.
2) We will reply to you with an RMA number and instructions.
3) Please follow all instructions for sending item back to us, including packaging items properly. We are also not responsible for items that are damaged during the return shipment to us due to improper packaging. We take great care to package our fragile items when we ship them to you, and we expect you to do the same when returning to us.
4) After Modefa has received your returned item, it takes 1-3 business days to process the refund, at which time you will be emailed a return/ refund confirmaton. From there it may take your bank 2-7 days to show the credit.
*Please note: merchandise not following these guidelines will not be accepted, including merchandise that shows signs of use, or items damaged due to improper return packaging. Silk scarves especially are delicate and require proper handling. Folding and packaging properly ensures that we will be able to resell item to other customers in the future.
*We reserve the right to refuse any return at any time, even if it is within the return policy. We also reserve the right to charge a restocking fee and to charge the buyer for shipping costs (especially on orders that received free shipping). For example, if you purchase several items and qualify for free shipping, but then return an item and your order total goes below the $100 threshold, you will be charged for the original shipping cost via a deduction in your refund amount. Any restocking fee or deduction of shipping costs from the refund will be disclosed at time of Return Authorization.