If your purchase is too big, too small, not your colour or simply not what you expected, you can return it for a refund or exchange it for an alternative item, subject to the following terms:
1. Received Back Within 10 Days
The Item must be received back by the store it was sent from within 10 days of receipt. The address for return will be on your packing slip. Please ensure you double check this as different items are despatched from different stores and it is not acceptable to send two items from different stores back to one store. Additional freight will be deducted from your refund if this happens.
2. Original Tags Still Intact
The item must have all original swing tags still attached. Swing tags that have been detached may mean that the originating store will offer a credit only. No swing tags at all will void acceptance of the item back.
3. Unworn, Brand New Condition
The item must be in unworn condition, is odour free, is undamaged and in full resaleable condition.
4. Original Packaging
Any packing unique to a garment must be returned with the garment in acceptable condition. Shoes received in a shoe box, must be received back in their original shoe box.
5. The Item Was Not Listed as 'Final Sale'
Returns will not be accepted on products that have been listed as final sale either as a clearance sale or on some PREORDER items. If an items is being sold as 'final sale' this will be noted on the product description. Otherwise our normal returns policy applies.
If ALL these criteria are met and the store confirms this, a full refund is offered which is processed by Mode.co.nz.
If ANY of these criteria are not met, the item may either be accepted back for a Mode Store credit, or, depending on the condition of the garment, as determined by the receiving store, returned to you as not acceptable for resale.
Are there exceptions to Modes returns policy?
There are no exceptions to Modes refund policy. The 10 day return is crucial so that our stores have the option to get the item back onto their shop floor for resale as soon as possible.
The store has the final decision on whether Mode will refund or credit you, or whether they reject the item outright. Mode has no discretion in this area so any correspondence relating to your return or a dispute with a return should be directed to the store.
What if my item turns up and it is faulty?
All Mode Stores undertake to check garments before packing up to send to you, however if something has been overlooked, please contact the store in the first instance - their contact details are on your packing slip. They may ask for pictures of the fault and from there ascertain if the item can be replaced or a refund offered. A pick up of the faulty item may be offered at the stores cost.
You will need to ensure the store is notified immediately if you are not keeping the garment due to a fault as if the item turns up back instore with the fault apparent, it may void a refund.
Where do I return my item to?
Each item should have its own packing slip enclosed which will have the stores name who has sent you the item. Please send the item back to this address. If the packing slip is not enclosed, please contact Mode and they will advise you of the return address.
What if I want to exchange for another size?
If your item arrives and you find you need a different size, we recommend placing a new order for the alternative size as you will be refunded for the incorrect size when the store receives the item back. Placing a new order will ensure that the size is secured for you and hasn’t sold out on the shop floor whilst waiting for the return of the original item. You will still need to have your unwanted item back to the store within 10 days as per Mode Returns Policy. As we have multiple stores listing the same labels, you may find that your alternative size is supplied from a different store, when you place your new order.
Alternatively, if you live in the same town as the store your item was despatched from, you may be able to take the item back directly and exchange if the size is available.
On occasion, a Mode store may list styles that are available for preorder. In some instances, due to demand, this may mean that the purchase is full and final and the item may not be returned for refund, exchange or credit. Other pre order items will just mean a longer delivery but with usual Mode Returns Policy criteria applicable. Preorder terms will be noted in the description of each item so it is up to you to ensure you fully understand these when making your purchase, and Mode recommends you choose your size and style carefully. It is possible to cancel your pre order prior to despatch by emailing Mode. Preorder terms are set by each individual store and are not part of our usual Returns Policy so any queries regarding your item would need to be directed to the store concerned.
How do I return my item?
Please visit our Return an Item page
and fill in our return request form. This will give the store a notification that the item is being returned and they will know to expect it. When the store has received the item back into store and accepted it as meeting the criteria for a refund, they will set the status of your item to Received, so that you know your item will be due to be refunded by Mode. Following this process will help ensure your item arrives back in store within the 10 day period as the store will know to expect the item and if it is not received back within a couple of days, can then follow up with you to track your item. It is not however the stores responsibility to chase up on items being returned so Mode suggests that if you haven’t had an email to say your item has been received by the store, that you follow up with your courier. We recommend using a tracked courier as items lost in transit will obviously not be refunded and you will need to make a claim with the courier company you sent the item with. The store will be in touch with you directly if they have any issue with the item received back that may void your refund.
Do I pay for freight on my returns?
Yes, and we recommend using a tracked courier service. If the item is faulty, the originating store may organise a freight forward pick up at no cost to you or reimburse you for courier if you return at your expense.
When will I see my refund?
If you have paid by internet banking, you will need to email Mode with your bank account details and order number for your refund.
Purchases made by credit card will be refunded only to the credit card purchased from. Please allow 48 hours for processing of your refund from the time of the store receiving your item back, and then it can be up to 5 days for the actual refund to appear back in your credit card account. Please note that you will receive an email from Mode advising you that your refund has been effected - this means the money has left our account - it is up to the receiving bank how long it takes to credit back to your account. If you haven’t seen your refund in 7 days of your received email, please follow up with Mode to ensure your refund has not been overlooked.
Oxipay refunds will be effected in the same manner as credit card. Mode refunds Oxipay and Oxipay will refund you so any delays there, you will need to direct your enquiry to Oxipay, if you have already had a refund notification from Mode.
Refunds are not made by the store sending the item, so even if you drop your item back to the store in person, they will be unable to refund your card. They will let Mode know they have received it and the refund will be processed as above.
Why is my refund less than my original purchase?
If you are charged shipping on your order and choose to return your item, the freight cost will be deducted from your refund. If you had a Free Shipping offer at checkout, this is for full and final sales only so if you return the item, the shipping cost of $5.95 will be deducted from your refund.
Free Shipping over $150
Your order will have the shipping cost deducted at checkout if your order totals $150 or more. Free shipping only applies if the order is final - if you return an item or items, there will be a freight cost of $5.95 per returned item deducted from your refund.