Return Policy
Return & Cancellation Policy – Moda Auckland
We want you to be happy with your purchase!
Please note: We do not offer free returns. Return shipping costs are the customer’s responsibility.
Can I return my order?
Absolutely! You can return items within 30 days of receiving your order, provided that the following conditions are met:
-
All components and packaging must be intact and in their original condition.
-
The product may only show normal signs of use. Items damaged due to careless handling cannot be accepted.
-
Items of a hygienic nature must be thoroughly cleaned before returning.
-
Defective or damaged items must be reported immediately upon receipt.
-
Return shipping costs are the responsibility of the customer.
-
Returns will be processed within 7 business days of receipt. If your return meets all the conditions, you will receive a confirmation email within this time frame.
We reserve the right to refuse returns if the item shows signs of use or assembly, for which we are not responsible.
Intimate Items Policy
At Moda Auckland, hygiene is taken very seriously to ensure every item meets the highest standards of care. For this reason, we cannot accept returns or exchanges on underwear or lingerie once the packaging has been opened.
We strongly recommend checking the size, color, and style before opening your order.
If a mistake was made with your order, don’t worry – contact us and we’ll make it right.
How to return your order
To start a return, please follow these steps:
📧 Send us an email at: info@modaauckland.com
Include the following information in your email:
-
Order number
-
Reason for return or exchange
-
Photo of the product (if damaged)
-
Your full name
-
Your address
Once your return request is approved, our customer service team will send you detailed instructions via email to guide you through every step of the return process.
Important: In some cases, customers may be required to send returns to our locations in Asia (China/Hong Kong/Philippines). Please always follow the return instructions provided by our support team to ensure proper processing.
📦 Do not send returns to the sender's address without confirmation from customer service. Unconfirmed returns will not be processed, and all costs will be at the customer’s expense.
Cancellation Policy (Right of Withdrawal)
You have the right to withdraw from your purchase within 30 days after receiving your order.
Please note:
-
Orders are processed automatically, which means we cannot interrupt the shipping process once an order has been placed.
-
Therefore, cancellations can only be processed after the goods have been received, by following the return process.
-
To exercise your right of withdrawal, send us a clear statement (e.g., by email) at info@modaauckland.com. Your cancellation will be processed once we have received the returned goods.
-
Return shipping costs are the customer's responsibility.
If your order is already in transit, cancellation is no longer possible. Please wait until the items arrive and then request a return.
To speed up the process, we kindly ask that you send us the shipping confirmation once you’ve returned your items.
Need assistance?
💌 Feel free to reach out – we’re here to help!