Frequently Asked Questions

FAQ's

PAYMENT FAQ

  • What form of payment does The Mode Collective accept?

    The Mode Collective accepts credit card payment – Visa and MasterCard as well as PayPal. Please note at this stage, we do not accept American express.

  • Is my payment secure?

    Yes, we use a secure credit card terminal to process all payments and go to all measures to keep your credit card and personal details safe.

 

SHIPPING AND RETURNS FAQ

  • Which countries does The Mode Collective ship to?

    The Mode Collective ships to all Countries, however, due to strict customs regulations we are unable to deliver to Russia.

  • How much is delivery?

    Delivery in Australia is Free for orders over $125, however, for under $125 we charge a $14.95 nonrefundable shipping fee.  For international shipping, we charge a flat rate of AU$30

  • Does The Mode Collective deliver to Post Office boxes or Freight Forwarding addresses?

    Yes, we do ship to PO boxes.

  • How much duties and taxes will I have to pay?

    Customs policies vary from country to country; The Mode Collective recommends that you contact your local customs office for further information.

  • Does The Mode Collective deliver to multiple addresses?

    Unfortunately, you may only ship to one address per order.

  • How soon can I get my order and how much will it cost?

    It will take up to 3 business days for you to receive your order if your delivery address is in Australia. If you are ordering from an address outside of Australia, your order may take between 7 and 10 business days for delivery.

  • Do you offer same day delivery in Australia?

    No, not at this stage.

  • What packaging will my order be shipped in?

    Your order will be delivered to you in Mode Collective boxes.

  • Is my package insured?

    All items are insured against theft and accidental damage whilst in transit from The Mode Collective to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

  • Do I need to sign for my order?

    Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature, and we recommend you ship to your business address, or somewhere that someone will be available to sign for the delivery.

 

ORDERS FAQ

  • Can I change my shipping address after my order has been dispatched?

    You can change your shipping address by contacting us. Please note you will need to notify us within 2 hours of placing the order. Please email  info@themodecollective.com to change your delivery address.

  • Can I add items to an existing order?

    Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.

  • How will I know you received my order & when will payment be deducted?

    After you place your order, you will be sent an email confirming that it has been received. The payment is deducted at the time of the order.

 

TRACKING AN ORDER FAQ

  • Can I track my order?

    Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number.  Once your order is dispatched, we will notify you by email of the courier and tracking number.  You can track your order by following the instructions in the confirmation email. 

  • Where is my order?

    We aim to dispatch all orders within 48 hours of them being placed. Our domestic courier service generally takes 1 day for delivery, however, it can take up to 3 days for rural areas.  During busy sales periods, please allow up to 7 days for your order to be dispatched.

  • Has my order been sent out yet?

    As soon as your order is sent, you will receive an email to confirm that it’s on the way. All items sent within Australia are sent through DHL Express or Australia post and can be tracked by clicking here. Please note that your tracking number is sent to you in the confirmation email.

 

RETURNS FAQ

  • I have received a faulty item

    We pride ourselves on quality! If you think there is a fault with your item, please let us know straight away by contacting our customer care team at info@themodecollective.com. We will aim to resolve any issue with a faulty item as quickly as possible, but we need you to tell us as soon as you discover the fault.

  • I have received the incorrect item

    Please contact our customer care team and we will work to sort it out for you as soon as possible.

  • Do I have to pay to return an item?

    For all returns, it is your responsibility to send the item back to our warehouse. However, we are happy to pay the replacement item to be sent back out to you if you would prefer an exchange over a refund.

  • Can I be refunded the full value of my order?

    Yes! The Mode Collective offers 100 days exchanges or returns on full priced items and 14-day exchange/store credit on sale items.  If an item is marked will 'FINAL SALE PRICE' on the product page, you will not be able to refund or exchange the item unless it is deemed faulty by Mode Collective. 

  • Can I exchange an item?

    Yes! The Mode Collective offers 100 days exchanges or returns on full priced items and 14-day exchange/store credit on sale items.  Please note that for each order, we can only provide one exchange (one or more pairs sent at the same time).  Any additional exchanges will incur a $15 fee.