SUPPORT

RETURNS & REFUND POLICY

Returns, refunds & exchanges

You have 90 days from the day your order arrives.

Open the returns & exchange portal

Pick the option that suits you

Most popular1 ā€” Swap it free

You get
The right size, or any other piece you like
You pay
Nothing
Post anything?
No
How long
A few days
Best if
The size is wrong, or you want something else

Most popular2 ā€” Keep it, 20% back

You get
Keep your order, plus 20% of what you paid
You pay
Nothing
Post anything?
No
How long
About 2 days
Best if
You want it sorted with no hassle

3 ā€” Send it back

You get
Your money back, less a $30 USD returns fee
You pay
The return postage, plus a $30 USD returns fee
Post anything?
Yes, tracked post only
How long
Several weeks
Best if
You want a refund and do not mind the cost

Most people pick Option 1 or 2. They are free, and they are done in days.

More about Option 3

If you want a refund and would rather send the piece back, here is what it involves:

The $30 USD returns fee, in full

$30 USD is deducted from your refund before the remaining amount is paid to you. The fee is charged in US dollars for every country we ship to, so it is the same amount for everyone.

It is one fee covering two real costs. The first is the import duties and customs charges we have to pay when a parcel travels back to us from outside the EU. The second is restocking, which is the handling, inspection and re-processing of the piece once it reaches us.

The return postage is separate from this fee, and you pay that too.

Returns fee
$30 USD, deducted from your refund before the rest is paid to you
Who pays the postage
You do. This is on top of the $30 USD fee
Booking the postage
You arrange it and choose a tracked service
Customs on your original order
We cover these. You will never be asked to pay duties or taxes on the order we send out to you
Where it goes
Our warehouse overseas
Time in transit
Several weeks
Tracking
Required. Without it we cannot see it arrived, so we cannot pay you
Condition on arrival
Unused, unworn, original packaging
When you get paid
After it arrives and we check it, then 5 to 10 working days

Choose this in the portal and we will send you the address.

If your order came damaged or wrong

That one is on us, not you.

Item is broken or faulty
New one sent, or all your money back. You pay nothing
Item arrived damaged
New one sent, or all your money back. You pay nothing
Wrong item sent
New one sent, or all your money back. You pay nothing

Just add a photo when you fill in the portal form. The $30 USD returns fee never applies when the fault is ours.

What we need from you

Yes please

  • Unused and unworn
  • Original packaging
  • Tags still on
  • Clean

Sorry, no

  • Worn or washed
  • Packaging thrown away
  • Tags cut off
  • Perfume, make-up or pet hair

If it comes back used or damaged, we may pay you less, or say no.

How it works

1
Open the portal and fill in the short form. You need your order number
2
Pick Option 1, 2 or 3
3
We reply within 1 to 2 working days
4
We sort it out. If you picked Option 3, post it back and add your tracking number, and the $30 USD fee comes off your refund

Money goes back to the card you paid with. Give it 5 to 10 working days to show up.

A few other things

Marked as delivered
Once the courier says your parcel was delivered to the address you gave, it counts as delivered. If you cannot find it, ring the courier to open a search and tell us so we can help
Wrong address
Please check it at checkout. If a parcel comes back because the address was wrong, you may need to pay to have it sent again

If you live in the EU or the UK

The law gives you extra rights. These come on top of everything above.

How long
14 days from the day your order arrives
Reason needed?
No. Change your mind for any reason
You get back
All your money, including standard delivery
You pay
Return postage only
Returns fee
Does not apply. The $30 USD returns fee is never deducted within these 14 days
What to do
Tell us within 14 days, then post it within 14 days of telling us
When we pay
Within 14 days of it reaching us

Whichever is better for you, this or our 90 day policy, is the one you get.

Questions?

Email us and a real person will help you.

info@modestones.com