FAQs

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Once your order is dispatched from our fulfilment centre, you will receive an e-mail notification with your tracking details enclosed. It will include a clickable tracking link to the selected courier website.

If you don't receive a confirmation e-mail after placing your order, please contact us.

If you haven't received your parcel, you must contact us within 14 working days of dispatch so that we can investigate any lost/stolen parcels with the courier. If any claims are made after this date, MODAPAWS will not be held accountable to refund or reship.

Please contact us and we will be able to resolve this for you, you can speed up the process by providing us with the following details in your initial enquiry:

- Your order number
- Photo of the swing tag of the product (showing barcode and description)
- Photos of the fault(s) as clearly as possible

We're sorry if you receive an item that is faulty within your order. We aim for high standards of quality control in our products and are more than happy to remedy this as soon as possible for you.

If upon receipt of a damaged/faulty item, please ensure you contact us within 7 days of delivery.

I’ve received an incorrect item, what should I do?

If you have received an item that you did not order, please contact us and provide the following information:

- Your order number
- The missing and/or incorrect item from your order
- Photos of the swing tag (showing the barcode and description) of the item in question
- Photos of the garment bag (showing the barcode and description) of the item in question

If you have received an order that's missing an item, please contact us immediately and we will be happy to assist you. You can speed up the process by providing us with the following details in your initial enquiry:

- Your order number
- The name of the item missing from your order

- Details of the condition of the package when it arrived with you (e.g - damanged)

Our team will work their hardest to resolve the issue for you.

Confirmations are typically sent to the e-mail address used when ordering within a few hours of completing your order.

If you haven't received your order confirmation (and you've checked your spam folders) don't worry, simply contact us and let us know and we'll investigate for you.