FAQ

SHIPPING

How long does shipping take?

We process all orders within 1-2 business days and ship via USPS.
MODA FREE Shipping: Orders $99 and over.
MODA Standard Shipping: $5.95 3-5 Business days.

Do you ship internationally?

We currently only ship within the United States.

My order says it was delivered but it’s still not here.

Have you checked with neighbors to see if the package was accidently delivered there? Do you have a side or back door where the package could be hiding? We don’t hear about lost packages often but usually we find the mistake to be in delivery location. If you don’t have any luck with neighbors or side door hiding spots please contact our Customer Service Team at info@modalookbook.com and we will put a trace on the package and help figure out how to get your item(s) to you ASAP.

 

ORDER + PAYMENT

How fast are orders processed?

We process orders within 1-2 business days. All orders placed over the weekend or on a holiday will be processed the following business day.

Can I modify/edit/cancel my order or address?

You cannot change or modify any of the items purchased in your order once it’s been submitted. If you need to cancel or edit the shipping address in your order please contact info@modalookbook.com with your Order Number, Name, Email and new information as needed within 24 hours of submitting the order.

What forms of payment do you take?

We accept payment by Visa, Mastercard, and American Express credit and debit cards, as well as Apple Pay.

How do I track my package after it has been shipped?

As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier's website. If you did not receive this email, please contact info@modalookbook.com with your order number and we will forward your shipping email with tracking information.

Can I use multiple discount codes for one order?

Unfortunately, our site only allows for one discount code to be used per order. This also applies to automatic promotions; you may not use a discount code with an automatic promotion.

Why was my order canceled?

Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order and you will be refunded for that specific item.

I placed my order on the weekend with expedited shipping. Why hasn't it shipped out yet?

All orders received on weekends are processed the following business day, including expedited orders.

I didn't receive an order confirmation or shipping confirmation email. What should I do?

Sometimes our emails get flagged as spam or junk. If you do not receive an order confirmation or shipping confirmation email please contact info@modalookbook.com and our Customer Service Team will forward those to you.

How do I use my Gift Card Online?

Enter your digital gift card code into the gift card/discount code field at checkout. After you've entered a valid gift card code, a coupon code field will appear beneath if you have a coupon code to apply to your purchase.

Was I charged twice?

Your credit card will only be charged after your order ships. If you just placed your order, what you are seeing on your bank account is a pending transaction. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This pending authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card. Please only click the “Place Order” button once to avoid multiple authorizations.

I get an error message when I enter my shipping and billing addresses. What’s going on?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).

My order won’t go through. What should I do?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. Please only click the “Place Order” button once to avoid multiple authorizations. If you continue to receive error messages, please contact our Customer Service Team at info@modalookbook.com

 

GENERAL INQUIRIES

Do you restock items that are sold out?

Often times we do not restock items that are sold out. You may contact our showroom to see if we have an item in stock.

Where are your stores located?

Our Showroom is located at 136 Creekside Lane, Suite 2A in Winchester, VA. By appointment only.

Are all of the items on your website in-store also?

All of the items on our website are also available in our showroom. For questions regarding in-store inventory, please feel free to contact us.

I’m unsure about a size or I have a fit question. How do I find this information?

Please see our sizing guides, found for each clothing item.

Don’t see the answer to your question? Please contact us!

To email us regarding client service inquiries or an online purchase: info@modalookbook.com.