RETURNS POLICY
Full-priced items are eligible for a size exchange or store credit (excluding shipping costs both to and from the customer) provided that the following requirements are met:
A. Item must be returned within 7 days of receipt.
B. Item must be returned in its original packaging and condition, with tags attached.
C. Item must remain unworn and be devoid of any odours, as well as free from traces of makeup, lotions, tanning products, or similar contaminants.
D. All returns must receive prior approval through our customer service email at mmcustomers@outlook.com
Items are ineligible for return under the following circumstances:
A. For sanitary reasons, we do not accept returns on bikini bottoms
B. Item/s that have been worn, are not in their original condition, lack the original tags, or exhibit any stains (including makeup, lotion, or tanning products) or odours.
C. A return due to a reason stated in the product description will not be accepted.
D. Gift cards.
E. Items that have sustained damage during wear, including but not limited to pulls, marks, and excessive pilling caused by abrasive friction. If our team determines that your garment has sustained damage due to normal wear and tear, including laundering, such damage will not be classified as a defect and, therefore, will not qualify for a return.
F. Please be advised that if you order an item for a specific event and it does not arrive in time, Mode Mila cannot accept responsibility for the delay, and customers will not be eligible for a refund under these circumstances.
G. Customers will not be eligible for a refund for reasons stated in the product details or dispatch information. It is the responsibility of customers to thoroughly review all information provided on our website prior to completing their purchase.
H. Items purchased on sale, including those acquired through promotional codes or automatic sales events such as warehouse sales, end-of-season sales, and similar promotions.
I. If an item does not meet our return criteria, is submitted incorrectly, or is returned without prior approval, it will be promptly redirected to your original shipping address.
STORE CREDIT OR EXCHANGE
A. Store credit or size exchanges will be issued for all eligible returns. Please note that store credit will remain valid for a period of three years from the date of issuance.
B. A request for a size exchange will be processed only if the item(s) are available at the time the return is received and processed.
C. The shipping costs associated with returning items for store credit or exchange are the responsibility of the customer. Please note that initial shipping charges, as well as any applicable duties and taxes, are non-refundable.
D. Items must be returned via express shipping, and a tracking number must be provided. We strongly recommend utilising a traceable shipping service to minimise the risk of theft or loss during transit.
E. Without a tracking number, we are unable to monitor the status of your return or verify the lodgement date. The customer acknowledges that, in the absence of this information, our team may conclude that the item was never returned.
F. In the event that an item is lost during transit or at any stage of the shipping process by Australia Post, please be advised that the customer will not be entitled to a full refund. Instead, the customer will be eligible to receive only the compensation amount determined by Australia Post.
REFUNDS
Item/s are only eligible for a full refund if deemed faulty or damaged. Any post-purchase damage is the customers responsibility as all care instructions and warnings are stated in the product description.
SHIPPING / STORE PICKUP
A. Our designated pickup hours are Monday to Friday from 10:00 AM to 2:00 PM. Please note that pickups are not available on weekends.
B. We would also like to inform you that pickup times may vary when our team is out of the office. We appreciate your understanding and flexibility regarding this matter. If you anticipate that the pickup schedule may pose any challenges, we recommend selecting one of our shipping options to ensure that you receive your items in a timely manner.
C. Shipments will be delivered to your designated postal address and, if no one is home, will be left in a secure location, if available. Alternatively, your parcel may be redirected to your local post office for collection. Should the customer fail to retrieve the parcel and it is subsequently returned to sender, the customer will only be eligible for store credit.
D. Any issues related to shipments must be addressed directly with Australia Post. Mode Mila assumes no responsibility for items that are lost during transit.
E. Please keep in mind that the dispatch timeframe differs from the shipping timeframe.
F. The responsibility for entering the correct address at checkout lies solely with the customer. Mode Mila will not be held accountable for any errors, as we process shipments based on the information provided.
G. Please be advised that shipping delays may occur during transit. Unfortunately, Mode Mila has no control over these delays, and customers will not be eligible for a refund as a result of any disruptions in the transit process.