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:

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RETURNS
SHIPPING

RETURNS - items delivered by other retailers

    • The policies in this section apply only to items delivered by reatailers other than ModeWalk. See separate section for the policies that apply to items delivered by ModeWalk.
    • Products that are delivered by other retailers are subject to their return policies:
Mode B return policy
  • Contact us before returning a product to another retailer so that we can start the process of refunding you.
  • You will receive your refund after the retailer receives your return and authorizes payment.

RETURNS - items delivered by ModeWalk

  • The policies in this section apply only to items delivered by ModeWalk. See separate section for the policies that apply to items delivered by other retailers.

Return Policy
  • Full Price Merchandise can be returned up to 30 days of delivery date for full refund.
  • Merchandise must be new and unused, with all tags still attached. Returns that are damaged, soiled or altered may not be accepted and will be returned to the customers at their own cost.
  • Sale Merchandise can be returned up to 14 days of delivery date for full refund. Sale Merchandise with discount of 60% and above are considered final sales and cannot be returned.
  • We are happy to offer a Sale Price Adjustment on items purchased at full price up to 7 days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. We are unable to offer price adjustment on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.
  • Down payments made toward next-season items that don't involve personalization will be refunded in store credit.
  • All haute couture purchases and purchases that involve personalization will be considered a final sale and cannot be returned.
  • All made-to-order purchases that do not involve personalization will be fully refunded in store credit.
  • Returned items must also be placed in their original designer packaging (i.e., authenticity cards, shoe boxes, bag boxes, dust bags, and tags)
  • All returned items must include a completed Return Exchange Form, otherwise they will be returned to the sender at their own cost.
  • Within the US - please use the pre-printed, pre-paid, insured UPS label we have provided you with. If you decide not to use this label, please select a carrier that is able to provide you with proof of delivery and fully insure your return shipment in case of loss or damage. Customers using their own carrier will be responsible for all risk of loss and damage to products being shipped for return, exchange, or replacement.
  • International returns - you are responsible for shipping costs.
  • Please email customercare@modewalk.com if any of your purchases arrive damaged or are missing ModeWalk tags.
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How to Return
  1. To make a return:
    • Make sure the product you are returning is in the same condition in which it was delivered to you with original packaging and all tags still attached.
    • Complete the pre-printed Return Exchange form included in your package and include it with the item(s) you are sending back.
    • Carefully pack the item(s) and please remember to use the pre-paid, insured UPS return label, also included with your package.
  2. Send the items back to us at ModeWalk Returns.
    • Seal the box, place the pre-printed return label on it, and drop it off at any UPS drop box, store, or arrange for a free pick-up. 
    • If you prefer, you may ship the return package at your charge, using a courier of your choice and insurance for the item(s) you are sending back. Please send your return to ModeWalk Returns, 1201 Howard Ave. Suite 202, Burlingame, CA 94010
  3. Once we receive your shipment,
          • You will receive an email indicating we received your shipment.
          • You will receive a 2nd email once your package has been opened and your return has been reviewed and approved. It usually takes 1-2 business days from the time we receive your shipment to review and approve your return.
          • Once your return is approved, the refund amount will be credited to your original payment method 2-3 business days later. Please note, your banking institution may require additional days to process and post this transaction to your account once they have received the information from ModeWalk. The overall turnaround time for a return is about 3-5 business days from the time we receive the shipment.
          • In the case that your return is denied, we will let you know the reason why. Please note that the item(s) will be shipped back to you at your own cost.
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Refunds & Processing Time

Given your return arrives at ModeWalk within the 14 day timeline specified above, your refund will be processed in the original form of payment within 5 business days. You will receive an email from our side, confirming that your return has been processed. Please keep in mind, your banking institution may require additional days to process and post this transaction to your account once they have received the information from ModeWalk.
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Exchanges

It's free to exchange items for a different size within 14 days, based on stock availability. If the size you are looking for is not available in stock, please indicate in your Return Exchange Form the size you require and we will let you know via email if it is available on a made-to-order basis. Shipping is free on the replacement item within the United States. If you are based outside the United States, taxes and duties will apply. To exchange an item, simply complete the Return Exchange Form that was included in your package. Under "Exchange (new) size" please indicate the new replacement size you need. If you have lost the form, you may request a new one by sending an email to info@modewalk.com. Please note, we are only able to offer size exchanges. 
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SHIPPING

Orders

We offer free ground shipping for domestic orders within the United States. Please allow 1-2 business days for order processing and verification and an additional 1-5 business days for delivery. Upon completing the checkout process, you will receive an email with your order number and product information. Once your items have been shipped, you will receive a 2nd email with your tracking number and a link to track the status of your package online. Upon delivery, you will receive a 3rd email from us to make sure that your package has arrived on time and that your item(s) are in perfect condition.

Every so often, mistakes do happen but we will do our best to fix them and correct any issues you may have in a timely manner. If you notice that we have made a mistake with your order, please email us at customercare@modewalk.com and we will look into it. Please include your order number when contacting us. We will try our best to reply to you within 24 hours.
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Domestic

We offer free ground shipping which is guaranteed within 1-5 business days. We also provide express shipping at an additional cost, which will vary depending on your location. Orders must be submitted by 4pm PST.
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International

We deliver to 170 countries worldwide and offer different shipping options to meet your needs as listed below.
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Shipping Costs
DestinationServiceCostDelivery Time
United States Ground FREE 1-5 working days
  Express $25 1-2 working days
Europe Express $30 3-5 business days
Canada & Mexico Ground $10  2-5 working days
Americas International Express $50  3-5 business days
Asia International Express $60 3-5 business days
Rest of the World International Express $60  3-5 business days

DELIVERY

All items are insured against theft and accidental damage while in transit from ModeWalk to the shipping address. Once your items have been delivered to the specified delivery address and signed for, responsibility for your purchased goods passes to you. This also applies to packages that have been dropped off at your doorstep without signature (by special request only).
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TAXES AND DUTIES

Prices displayed on the website 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 California State. 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. The following countries are shipped on a DDP (Delivery Duty Paid) basis:

Australia Malaysia
Austria Malta
Bahrain Monaco
Belgium Netherlands
Brunei New Zealand
Bulgaria Norway
Canada Oman
Chile Philippines
China Poland
Cyprus Portugal
Czech Republic Puerto Rico
Denmark Romania
Egypt Qatar
Estonia San Marino
Finland Saudi Arabia
France Singapore
Germany Slovakia
Greece Slovenia
Hungary South Africa
India South Korea
Ireland Spain
Italy Sweden
Japan Switzerland
Jordan Thailand
Kuwait United Arab Emirates
Latvia United Kingdom
Lithuania United States
Luxembourg Venezuela

If your country is not included in the DDP list above, you may fall into one of the DDU (Delivery Duty Unpaid) destinations. This simply means that product prices displayed are exclusive of all taxes and duties. As the recipient in a DDU destination, you will be 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. Please send an email to customercare@modewalk.com and we will confirm whether we are able to ship to you in addition to seeking your confirmation prior to dispatching a DDU order. Please look out for this email to ensure timely dispatch of your order.
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