Frequently Asked Questions

Payments

What payment method does Modella use?

We accept major credit cards and Paypal payments.

Our credit card payments are processed simply and securely by a third party provider called Stripe. We do not capture or store any customer credit card information on our Site. For more information, visit the Stripe website.

PayPal also provides a simple and secure online payment method. When you are ready to pay for your purchase from the checkout, you will be redirected to the PayPal website to complete the transaction. For more information on PayPal, go to their website.

I don’t have a PayPal account, can I still make a purchase on the Modella website?

Yes, you can make a purchase on the Modella Site if you do not have a PayPal account. At the checkout stage, you can either choose the Credit Card option; or choose the Paypal option, and when you are redirected to the PayPal site, just click on the tab that reads: Don’t have a PayPal account? and follow the prompts – you will need a credit/debit card.

Orders

Do I have to register with a Modella account to make an online purchase?

No, this is totally your choice. If you do have a Modella account, it makes your future purchases easier, as you don’t have to fill out all your personal details every time (such as name, address and contact information). But no problem at all if you prefer not to register.

I have just placed an order, what happens now?

You should receive an order confirmation within 24 hours of placing your order (remember to check your Spam/Junk email folder). If you do not receive a confirmation email within this time frame, please email us: info@modella.com.au

Can I track my order?

All Australian deliveries are trackable. You will be sent a confirmation email once your order has been shipped with your tracking information. Depending on your computer settings, this tracking email can sometimes appear in your Spam/Junk email folder, so please remember to check here.

For international orders, it will depend on which delivery service you have chosen (and the destination) as to whether tracking is available. If tracking is available, you will be sent a confirmation email once your order has been shipped with your tracking information. Please note that the International Economy Air shipping option does not include a tracking service. 

Can I change or cancel my order?

This will depend on the timing. If it’s within an hour or two, we may be able to cancel or change the order, but there are no guarantees. If you want to change or cancel an order, email us at info@modella.com.au as soon as possible and we will advise you of the status and whether we can cancel or change it for you.

Shipping/Delivery

How long before I receive my purchase?

The information below is a guide only, based on delivery time information available from the Australia Post website. Please note that we work hard to arrange the sending or shipping of your goods on the next business day after your order is received, but there may be slight delays during busy times.

Australian deliveries – we use Australia Post’s Express Post and Parcel Post delivery services. Express Post provides next business day delivery within the defined Express Post delivery network (from the date of shipment), otherwise a general guide of 3 to 7 business days from the date of shipment applies. Click here for more information on Express Post delivery times and the Express Post defined delivery network.

If you are not in a hurry for your order, you may choose Australia Post’s Parcel Post option. Deliveries will generally take 2 to 6 business days (or more) from the date of shipment depending on destination. Click here for more information on Parcel Post delivery times.

International deliveries – within 3 to 10 business days from the date of shipment (please note that this excludes time in customs if applicable which may cause additional delays). You may choose from several Australia Post international standard and premium services. Please choose from the options available before the final checkout stage (where you can calculate an estimated delivery charge). Click here to view more information on Australia Post’s International Post Guide.

Please note that business days are Monday to Friday and exclude weekends and public holidays.

What is the charge for postage?

Australian deliveries

The cost for postage is based on Express Post or Parcel Post charges (as specified by Australia Post). The delivery charge depends on the weight of your order. You can easily check the postage cost for your order before you finalise your purchase at the checkout by using the postage calculator.

Please note that we offer FREE postage for orders within Australia over the value of $50AUD.

International shipping

The cost for international shipping is based on the destination, weight of your order, and the delivery option you choose – you can easily check the postage cost for your order before you finalise your purchase at the checkout by using the postage calculator.

Please note that some countries may charge import duties, taxes and/or other fees – Modella has no control over this and all of these taxes and charges are the responsibility of you the customer. As customs policies, import duties, permits, quotas, restrictions and local requirements vary so much from country to country, we recommend that you check the requirements in your country, or the destination country, before placing an order, as we take no responsibility for any customs charges or requirements.

What countries do you sell and deliver to?

Modella sells and delivers to anywhere in Australia as well as many overseas destinations. View the complete list of countries by viewing the International Post Guide.

Returns

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:

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). For orders that had free delivery applied on the original invoice, the refund amount will include a processing fee of $10 which will be deducted from the total refund amount.

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). For orders that had free delivery applied on the original invoice, the refund amount will include a processing fee of $10 which will be deducted from the total refund amount.

If your item doesn’t fit and you want a straight exchange for a different size: we will arrange this if we have the size in stock, otherwise we will process a refund as detailed above.

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 info@modella.com.au.

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?  If you have received a faulty item, please email us at info@modella.com.au 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 info@modella.com.au and include all the following information:

  • Name
  • Email
  • 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?

Modella Clothing
PO Box 6174
Fairfield Gardens Qld 4103
AUSTRALIA

Displayed Prices

What currency are the prices displayed in?

All items on the Modella website are displayed with prices in Australian dollars that include GST where applicable. The displayed prices are for the particular goods only and delivery charges will be added before the final checkout. Prices are subject to change at any time. All totals will be billed in Australian dollars. International customers will be charged the equivalent of this rate in their respective currencies at the time that PayPal or their bank processes the transaction.

Promotions

Do you offer promotional discount codes?

Promotional discount codes may be offered from time to time through an email promotion, social media campaign, special event or advertised on our website home page. These promotional discount codes may only be used until the lapse of the expiry date. Please note that discount codes do not apply to the delivery charges.

How do I find out about new product releases and promotions?

Product releases will be promoted on our website, through social media and in Modella News (our email newsletter). If you want to join our Modella News mailing list click here now to register, or enter your email address in the subscribe box on our home page. You can also follow us on Facebook, Instagram and Pinterest.

Can I be removed from the email mailing list?

Of course, you can be removed from the Modella News mailing list at any time – just opt out when you receive the newsletter or email us at info@modella.com.au and note in the subject header that you wish to be unsubscribed.

General

I have forgotten my Modella account password, what do I do?

No problem, just click on the Lost your password? link on the sign-in form (after clicking the
my account button) to recover your password or click here to reset now.

Not sure what size I am, can you help?

Check out our Size Guide or email us at info@modella.com.au for extra sizing or product information.

Does Modella have a retail outlet?

No, Modella sells exclusively through our online store.

Can I buy a Modella online gift voucher?

Sorry, this feature is not yet available but we are working on it as a future option.