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Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

 

About modaplein.com


Are your products all new?
All of the products that we sell are new.

 

Can I buy in your store?
modaplein.com is an online shop. We have chosen to sell only online in order to save expenses such as staff and rent. This is also one of the reasons why the products  can be offered for stunt charges

Do you have retail sales or is your sales by wholesale?
Most of our sales are retail sales. If you are interested for wholesale please contact our customer service [email protected]


Will I receive the same products as seen on the photo that I saw on your website?

Of course. All of the pictures are taken by our suppliers. You will receive what you see!

Why should I create a user profile at modaplein.com?
Before placing an order, you need to create a user profile. When you log in to your user profile, your personal details are already stored so that you don't have to enter them again when placing a new order. You also have access to My Modaplein account, where you can get a full overview of your profile, pending orders, order history, shipping and payment details.


How do I create a user profile at modaplein.com?
You can easily create your own Modaplein user profile by creating a username and password. We recommend that you use your email address as your username, to make it easy to remember. Please make sure that your password is one that you don’t forget


I forgot my password / username - can you help me?
If you forgot your password, just click the “Forgot password” link and we will send you an email with information on how to reset your password. A forgotten username can be retrieved directly via email. Or you can contact our customer services.

 

About shopping online at modaplein.com


How can I place an order?

·         First, click on the product you want.

·         Choose the size and select (see the size chart)

·         Add to your shopping bag

·         Have a membership, if you don’t have one (we recommend this so you can look and follow your order any time you want).

·         Visit the payment page and make the payment.

·         You will receive an order confirmation on your mail address. If you don’t please check out your spam box /trash box before you contact our customer service.


An item added to my shopping bag was suddenly sold out at checkout. How is this possible?
The item is only reserved once your purchase is completed in the checkout. If an item is very popular, it might be available when you place it in your shopping bag, but sold out once you reach the checkout.

I cannot select an item or the size. How is this possible?
The item is sold out. We recommend you to follow our website, because our stock is regularly supplemented. 


How do I cancel or edit a placed order?
Please sent an email to our customer service [email protected] If the order isn't sent yet, we can cancel your order.


Can you locate a product for me?
We like to hear from you, if you are looking for a product and we can advise you by mail. For further assistance please contact our customer service [email protected] .

 

How do I know if I have the right size?
An easy way to calculate your size is to use our Size Guide, you can find these under each product. Please note that same size garments may still vary depending on fit. modaplein.com follow the standard body measurement lists, based on average body measurements for all sizes. If you are still not sure, please contact our customer services.


About payments at modaplein.com

Are my card details and personal information safe?
modaplein.com guarantees that your details are completely safe with us. All information is sent encrypted to ensure total security of any sensitive information.


Where do I enter my discount code when shopping?
Make sure that you are logged in (as a new customer, you need to create a profile first), then open the shopping bag and enter your code in the applicable box at checkout.


Which payment methods can I use?
When shopping at modaplein.com you can choose one of four payment methods:
 iDeal - Sofort Banking - Banktransfer (SEPA) - Bancontact - Giropay - EPS - KBC/CBC - Belfius Pay Button

 

When is the amount debited from my card?
Immediately. After receipt of payment, we will ship your package as soon as possible


How much is the shipping cost?

The shipping costs are included for new orders

About shipping and delivery at modaplein.com

When does my order will be shipped?
After receipt of payment, orders will be sent as soon as possible(on working days).


When does my order will be delivered?
Delivery will take around 10-15 business days. Other exceptions are:

- hard weather conditions
- If we receive the payment late
- If there is nobody in the address during delivery (you will be informed by the mail order company)
- In official holidays
- If the address is wrong (you will be informed by the mailordercompany)
- If the products are not available for that period (you will be informed by our customer service)


Where do we ship?
We ship worldwide

 

How can I track my parcel?
Because of little staff and many orders it is unfortunately not possible for us to provide all track and trace numbers. Most track numbers are available with a week. You can contact us by Whatsapp or mail for your track number.

 

Do I have to pay for customs and import taxes?

You may be charged customs duties and taxes for something you bought on Modaplein because:
• Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs you pay to the seller.
• When shopping on Modaplein, you are buying from overseas sellers. That’s why sometimes you will be asked to pay customs duty by your country.

The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with the seller or your local customs authority.

You are responsible to clear VAT on all purchases made Modaplein. This can be done through the VAT clearance procedure of your local customs authority in your country of residence.

Please note: Customs duties and taxes are never covered by Modaplein.

 

About return or exchange at modaplein.com

How do I return or exchange an item?
You can only exchange products within 7 days. Please be sure that it is unwashed, unworn and complete. Please use the contact form on the website therefore. Our customer services will help you further and will inform you about our policy and return addresses.

How will I be informed that my return has been processed?

After you have asked for return information at the customer service, you will get an email within 24hours. That is your exchange conformation. You have to follow the instruction fast because of the 7days policy.

Who will pay the shipping costs in replacement processes?

If we are responsible for the trouble, we will pay the shipping costs. Otherwise the customer pays for the exchange costs