CONTACT US

For order or product related inquiries, we are here to help you Monday to Friday from 9am-6pm PST.

Email: customercare@modewalk.com

For all other inquiries you may have, please contact us at info@modewalk.com

We welcome your feedback, suggestions, and inquiries in any of the following areas: press and media, designers and suppliers, interest in becoming a potential contributor, employment, or internship opportunities.

STAY CONNECTED

You can also keep in touch with us on the following social media networks:

Facebook  |  Twitter  |  Tumblr

 

FREQUENTLY ASKED QUESTIONS

ABOUT MODEWALK

What is ModeWalk?
Please visit our About Us page for more information.
How do I contact you?
If you have any questions or concerns, please email us at info@modewalk.com and we will respond within 24 hours.
How can I stay connected?

ORDERING

Do I need to set up an account to place an order?
At this time, you need to set up an account to shop at ModeWalk.com
I've forgotten my log-in information. What should I do?
If you have forgotten your log-in information, click here to change it or follow the FORGOTTEN PASSWORD instructions on the SIGN IN page. For security reasons, we are unable to send your password via email.
Can I order by phone?
You may place a phone order by calling us at 800.690.3550 between 9am and 6pm PST Monday to Friday.
Can I place a custom fit order?
Select items are available for couture orders to provide a custom fit. If available, the option is specified in the item description with more information about the process.
  • You may book an in-person couture appointment with select couturiers and have in-person couture fitting sessions where you may have your garment altered depending on the couturiers' policies. If available, the option is specified in the item description with more information about the process.
  • You may also book an in-person appointment to personalize select accessories.
Can I modify or cancel my order?
Ready-to-wear:
  • You may cancel an order within 24 hours of placing the order unless we have already shipped the order. We will not cancel or modify an order while in transit. However, after you receive your order, you still have the option to return or exchange within 14 days from receipt of order.
  • Please allow 1-2 business days for order processing and verification and an additional 2-5 business days for delivery. After your order has been placed, we will send you a confirmation email with order number. Once your order has been shipped, you will receive a second email with your tracking number and a link to track your package. Upon receiving your order, you will receive a third email from us to confirm that your package has arrived on time and that your merchandise is in perfect condition.
Made-to-Order:
  • You may cancel or modify a made-to-order purchase, however the payment will be refunded in store credit.  
  • Please allow 1-2 business days for order processing and verification. You are required to make the full payment at the time of order. After your order has been placed, we will send you a confirmation email with the order number. The length of time required to create a made-to-order item varies between a few days to a few months and is specified in the item description. 
  • Once shipped, you will receive a second email with your tracking number and a link to track your package. Upon receiving your order, you will receive a third email from us to make sure that your package has arrived on time and that your merchandise is in perfect condition.
Couture Appointment:
  • You may not cancel or modify the purchase of a couture item personally tailored for you after one or more in-person couture appointments have been booked through ModeWalk.
  • To respect the couturiers' valuable time, we require an Appointment Fee to book an in-person couture appointment with the designer, in the amount specified in the item description. This Appointment Fee will be fully credited towards your couture purchase during the appointment. We will not refund the Appointment Fee for changes or cancellations made to a couture appointment later than 5 business days prior to the appointment date. We will not refund the Appointment Fee if you do not make a purchase after the couture appointment, due to the value of the time spent by the couture designer on the appointment and the highly limited number of appointments a couture designer accepts each year.
  • Please allow 1-2 business days for order processing and verification. Upon booking the appointment online or by phone, you will receive an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it.
  • ModeWalk will confirm the appointment with the couture designer, after which you will receive an email confirming the appointment with the date, time, address and contact information. You will receive a second email 3 business days prior to your appointment, reminding you of your appointment and providing the contact information from the concierge in case of emergency. After your appointment, you will receive a third and final email confirming delivery of the service.
What can I do if an item is out of stock?
If the product you want to buy is out of stock, you can click the button “Made to order” and have it made for you.  Selected items may be available for pre-orders. Pre-order means that you can purchase certain items before they are available to ship in order to secure the items before they sell out. You will receive 100% refund if you return the pre-ordered item according to our return policy.
Can I purchase a gift card for a friend?
ModeWalk does not offer personal gift cards at this time.
GIFT-CODES:
Whereas we do not offer gift cards, we have promotional Gift-Codes from time to time. Gift codes issued by ModeWalk that are not for store credit are only valid on orders of $200 or more, are not applicable on sale items, cannot be combined with any other offer. Gift codes can only be used for products delivered by ModeWalk, never for products delivered by other retailers.

MERCHANDISE

How are the brands and products chosen?
We choose our designers based on three criteria: 1. exceptional design and flawless craftsmanship, 2. representative of their countries' savoir-faire and 3. a beautiful story to tell from an emerging talented designer to a century old couture house. ModeWalk looks beyond trends and is for the true style connoisseur.
How often is merchandise refreshed?
We refresh merchandise on ModeWalk on a constant basis, often weekly or even daily.
How do I know the items are authentic?
We are an authorized dealer of all the brands we carry and guarantee that all items featured and sold on our site are 100% authentic. Please note that we are unable to comment on the authenticity of items purchased outside of ModeWalk.com.
What if my item needs to be repaired?
Please contact us directly at customercare@modewalk.com.
What size should I choose?
Sizing is determined by the international sizing standard chosen by the designer. To convert to your regular size, use the sizing chart that is displayed on each product page. If you have specific questions about sizing or fit, please contact us by email at customercare@modewalk.com or by phone at 800.690.3550 between 9am and 6pm PST Monday - Friday. We will be happy to assist you.
Can my item be personalized?
Select designers offer personalization options specified in the item description.
Do you offer sales or discounts?
We may occasionally offer sales or discounts, usually as an exclusive reward to our best customers - those who have purchased the most.

PAYMENT

What is my sales tax?
Prices displayed on the site are exclusive of taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value and shipping charges and displayed on the Order Summary page, unless otherwise specified. If you are shipping within the USA, sales tax will only be charged on orders shipped to the state of California. No other tax or import duty will be applied to orders shipped within the USA. Please note that all non-customs related local taxes are the customer's responsibility. ModeWalk is not responsible for reporting or paying additional local taxes to states, such as Use Tax. Outside the USA, most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. If a DDU (Delivery Duty Unpaid) destination is selected (such as Bermuda or Mexico), product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these is necessary to release your order from customs on arrival. As we are unable to advise the amount this may be, we will always seek your confirmation by email prior to dispatching a DDU order. Please look out for this email to ensure timely dispatch of your order.
Which forms of payment do you accept?
Payment can be made by Visa and MasterCard.
Is it safe to purchase on your site?
The security of your personal information is important to us. To help ensure that your shopping experience is safe, simple and secure, ModeWalk uses Secure Socket Layer (SSL) technology when you are in the "My Account" or "Check Out" sections. This encrypts and protects the data you send to us over the internet. If SSL is enabled, then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
Why do I need to re-enter my credit card details when I add a new address?
For your security, we do not store your credit or debit card details on our site. We hope you understand that this is a valuable precaution designed to protect your personal information.

RETURNS

What is your return policy?

SHIPPING

How much is it and how long does it take?
All merchandise is shipped for free within the United States via UPS ground and is guaranteed to arrive between 1-5 business days. We also offer express shipping at an additional cost.
Is my package insured?
Yes. All orders that are shipped to you via ModeWalk are fully insured for loss, theft, or damage. We insure all items in transit until they reach their destination. We strongly recommend and by default require signature at the time of delivery. You may choose to leave the item at its destination without requiring a signature. However, ModeWalk’s insurance does not cover any loss, theft, or damage incurred after delivery to your destination. Items returned to ModeWalk using our delivery partners UPS domestic and DHL international are also insured. When returning items we advise you use the pre-printed return label included in your package. We will not be held liable for any loss, theft, or damage if items are returned to us by any other method than our approved delivery partners. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
Which locations do you ship to?
We ship domestically and internationally to 170 countries around the world and offer different shipping options to meet your needs. Please see our Shipping & Returns policy for more information.
Do you offer same-day delivery?
We currently offer same day delivery service in the San Francisco Bay Area only. For more info or to make a suggestion, please email us at customercare@modewalk.com.
How will my order arrive?
Your order will be delivered to you in a sleek black box, beautifully prepared in our signature ModeWalk packaging.
Do you provide gift wrap?
If purchasing as a gift, please select the gift wrap option upon checkout. Your gift will be prepared in our signature black matte gift wrap with red satin ribbon.
Do you ship to P.O. Boxes?
We are unable to deliver to Post Office boxes. We also do not deliver to forwarding addresses.
Why are shipping restrictions applied to certain items?
We are unable to dispatch items made of exotic skins to California and outside of the United States. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the United States, excluding California.
Does ModeWalk ship to multiple addresses?
You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact customercare@modewalk.com for assistance.
Do I need to sign for my package upon delivery?
Due to the high value of the goods that we sell, we require proof of delivery for all orders, unless you explicitly opt out and agree to bear the cost in case of loss, theft or damage.
Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
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 of your items to be delivered together, you will need to cancel your order(s) and place a new order, which contains all of the items you require.