Frequently asked questions

Frequently Asked Questions

Here you will find answers to the most frequently asked questions about orders, shipping, returns, and payments. Can't find what you're looking for? Email us at info@modalucia.com — we typically respond within 24 hours.

📦 Orders

How do I place an order?
Add the products you want to your cart and proceed through checkout. You will immediately receive a confirmation email with your order summary. If you do not receive it, check your spam folder or contact us.

Can I modify or cancel my order?
Yes, within 24 hours of purchase. Please email us as soon as possible at info@modalucia.com with your order number. After this period, your order enters preparation and we can no longer guarantee changes. More information is available on our Cancellations page.

I have not received the confirmation email. What should I do?
First, check your spam or junk mail folder. If it is not there, the email address you entered may contain an error. Contact us and we will resolve it.

Can I order multiple items at once?
Of course. Please note that for orders with multiple items, shipping may be made in partial deliveries at no additional cost to you.

🚚 Shipping and delivery

How long will it take for my order to arrive?
The estimated total delivery time is 4 to 11 business days: 1–3 days for preparation and 3–8 days in transit. Orders placed before 22:00 (CET) enter preparation on the same business day.

How much does shipping cost?
Nothing: we offer free shipping on all orders, with no minimum purchase.

Which countries do you ship to?
We ship to Spain, France, Italy, Belgium, Austria, Denmark, Poland, Slovakia, Hungary, Romania, Switzerland, the United Kingdom, the United States, Canada, Australia, and New Zealand.

Will I have to pay customs duties or additional taxes?
No. All our shipments are sent under the DDP (Delivered Duty Paid) arrangement: taxes and any possible customs fees are already included in the price. The price you see at checkout is the final price.

How can I track my order?
As soon as your order is shipped, you will receive an email with your tracking number. You can check its status at any time on our Order Tracking page. It may take between 24 and 72 hours for the tracking number to become active.

My order is delayed. What should I do?
If your order has not arrived within the estimated timeframe, contact us and we will review it immediately. In most cases, it is due to a minor delay by the carrier.

My order arrived damaged or incomplete. What should I do?
Contact us within 48 hours of delivery, attaching photos of the product and packaging. We will cover the complete solution at no cost to you.

🔄 Returns and exchanges

What is the return period?
You have 30 days from receipt of your order. This period extends your 14-day statutory right of withdrawal as an EU consumer.

How do I return a product?
Write to us at info@modalucia.com with your order number and the reason. We will send you the instructions and return address within a maximum of 24 business hours. Important: do not send anything without contacting us first. More information in our Refund policy.

How much does a return cost?
Return shipping costs are the customer's responsibility, unless the product arrived defective or an error was made on our part. We do not charge restocking fees.

Can I exchange a product for another size or color?
Yes. Contact us and we will help you arrange the exchange as quickly as possible.

When will I receive my refund?
Once your return has been approved, we will process the refund within a maximum of 14 days via the same payment method you used for your purchase. Your bank may take a few additional days to reflect the credit.

💳 Payments

What payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay, Bancontact, BLIK, MobilePay, and TWINT. The available methods are automatically displayed at checkout based on your country and device. More information under Payment methods.

Is it safe to pay on your website?
Yes. All payments are processed through an encrypted SSL connection and certified payment providers. We never store your card details.

What currency will I pay in?
All prices are shown in euros (EUR). If you pay with a card in another currency, your bank will apply its own exchange rate.

My payment was declined. What should I do?
Check the details you entered and your available balance, or try another payment method. If the problem persists, contact us and we’ll look into it.

👗 Products and sizes

How do I choose the right size?
You’ll find the relevant size information on each product page. Unsure between two sizes? Write to us and we’ll be happy to advise you. And if the size isn’t right, you can always exchange it within 30 days.

Are the colors exactly as shown in the photos?
We do our best to display products as accurately as possible. However, colors may vary slightly depending on your device’s screen.

A product is out of stock. Will it be available again?
We regularly restock our most popular products. Contact us and we’ll let you know about availability.

📞 Contact

How can I contact you?
By email at info@modalucia.com (recommended), by phone at +31 6 58 01 26 74, or through our contact form. Opening hours: Monday to Friday from 9:00 a.m. to 5:00 p.m. and Saturdays from 9:00 a.m. to 3:00 p.m. (CET). We usually respond within 24 business hours and do our best to assist you outside these hours as well.

Do you have a question, need help with your order, or simply want to get in touch with us? We’re here to help.
Our team usually responds within 24 hours on business days.
Tell us how we can help.

✉️ Email us:
info@modalucia.com
Monday to Friday, 9:00 a.m. – 5:00 p.m. (CET)

📍 Address:
Wilhelminastraat 15, 6812 CW Arnhem, Netherlands

💬 Would you prefer to do it online?
Use our contact form — we usually respond within 24 hours.