FAQS
Our warehouses are taking extra precautions when shipping your order, including working in smaller teams and practicing social distancing. Due to the new policies and procedures we’ve adopted to protect our fulfillment team during the pandemic, your order may experience 3-5 days delay. Thanks so much for your patience.
1. WHERE DO YOU SHIP FROM?
The modehero team works with top manufacturers worldwide to bring together the best-valued and high-quality products to our customers. Therefore, your order can be shipped anywhere from China, India, Vietnam, and others. Please rest assured that your package will be handled with utmost care thanks to our partnership with major shipping carriers like USPS, EMS, YUNEXPRESS.
2. WHEN WILL MY ORDER SHIP?
Once an order is placed, you’ll receive an email notification confirming we’ve received it.
We will begin to process your order 6 hours after successful payment. Order processing usually takes 1-3 days. During high volume or crisis periods, the processing time may take an additional 2-4 days.
Once shipped, you’ll get a shipment notification email complete with the tracking number to let you know it’s on the way. Please note that sometimes tracking information can take longer than 24 hours to appear.
*Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped.
3. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
All standard USPS, YUNEXPRESS shipments are usually delivered within 10-21 business days for orders placed within the contiguous United States.
4. WHAT IS YOUR RETURN & EXCHANGE POLICY?
We accept returns for damaged or defective goods only. These returns must be made within 30 days of your receipt of the product. Please note the original shipping charge is non-refundable.
For non-quality related issues such as no longer wanting the item, ordering the wrong size or color, we’re happy to offer size/color exchanges within 30 days of order delivery date.
We accept cancellations of orders up to 06 hours after order successfully paid.
For more detailed information and instructions, please visit our return policies.
5. CAN I REFUSE THE ITEM ON DELIVERY?
If the order arrives in your country and…
The customer refuses to accept the package
Number of attempts are made in the country of destination to deliver the package.
Modehero Shop reserves the right to abandon the package(s) and will not be responsible for any refund.
6. WILL I BE CHARGED FOR ANY EXTRA TAX TO RECEIVE THE ORDER?
We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country’s customs office for respective charges and rates on packages coming outside of your country.
7. CAN I GET REFUND ON MY ORDER?
If for whatever reason your goods don’t arrive within 60 days, you will be refunded up to 100% order value for that item.
At the moment, all modehero products are typically shipped from one of our overseas facilities, so please allow up to 3-4 weeks to receive your purchase(s), though we’ve been seeing much quicker shipping times recently. Shipping time is typically dependent on how long customs takes, which can vary from country to country.
8. HOW CAN I CANCEL MY ORDER?
You can only cancel your order within 6 hours from purchasing time of the same day.
Since all of our products are not made in advance and only produced after your payment is successful, we seek your understanding and patience on waiting for a product’s delivery. Each of our product follows a strictly scheduled time, therefore, kindly reach out to our Customer Support Department via our Help Center: Here to check on your order processing time in urgent situations.
For Cancellation Allowance time in detail, visit our Return & Refund Policy.
9. CAN I CHANGE MY ORDER INFORMATION?
If you realize you have made an error, simply contact us Here within 12 hours after the purchasing date.
In case the shipping address is incorrect but the item has been already on the shipment, please follow the step below:
- Follow your order via the tracking link closely
- Once your tracking number is active or the item arrives at the Post Office (P.O), kindly contact and provide P.O with your tracking number and request address changes.
If your order is already processed or has already shipped, and the address is incorrect, we cannot change the address. For other requests, please contact the Support team
10. CAN I CHANGE THE BILLING ADDRESS?
We are unable to edit the billing address once your order is placed. Not to worry, as long as the shipping address is correct, you are able to receive the package.
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12. WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Credit/debit card: you can choose to pay with Visa, Mastercard, American Express, Discover, PayPal. Learn more about our payment option here.