Exchanges & Returns

Important Announcement: Temporary Shipping Delays

NOTICE: From January 25th to February 19th, 2024, our Office and Warehouse will be closed for Chinese New Year workforce leave. Please expect up to 15 business days in order delays, in addition to our regular processing, mapping, and shipping schedule. Some SKUs may be back ordered and shipped once restocked within the mentioned time frame.

To ease this delay, enjoy a storewide clearance sale of up to 50% off every item.

Note: Sale items are non-refundable, and cancellations are accepted only within 12 hours of order placement.

Furthermore, anticipate a temporary delay in customer support responses from February 9th to February 16th. Our team will resume regular operations on February 17th to address your inquiries promptly and efficiently.

Thank you for your understanding.


Why can't beauty & health products be returned?

A list of hygiene products that cannot be returned and refunded (the list is not exhaustive): beauty products/devices that touch the skin, underwear, bikini, make-up, hair styling products, beauty products, etc. We take hygiene and public safety seriously and do not allow the return of beauty and health products for the safety of all our customers. We are not alone in this. Other beauty and health product providers do not allow returns for the same reasons.

Returns:
If you have complaints or are not satisfied with your product, you can return it within 14 days if it meets the return conditions, as listed at the bottom of the page. After receiving the return, we will refund the purchase price to your account within 14 days.

It is important to note that the cost of return shipping is always for the consumer and will not be reimbursed by Moda-London. As we ship directly through our supplier, our return address is also in China and return costs can be up to 28 pounds per parcel.
Should the product be damaged or the packaging damaged more than necessary to use the product, we may pass on this depreciation to you or not accept the return request. So please treat the product with care and make sure it is properly packed when returning.

Returns can be made in 4 easy steps:

  1. Send us an email with the reason for return and any photos for clarification. Press here to contact us.
  2. Then fill in our withdrawal form. Press here to open the withdrawal form.
  3. Send the items to our department store address as indicated on the form. Provide a tracking number and submit it via our online return form. Press here to open the online return form.
  4. Upon receipt of the return, the purchase amount will be credited to your account within 14 days.

Please note that some goods are excluded from the right of return, such as custom-made goods, consumables, hygiene items, opened cosmetics and damaged or incomplete items.

If the return is initiated by the consumer, they will be responsible for covering the shipping fee. The exact amount will depend on the express company selected.
However, if the goods received are damaged or incorrect due to our fault, the consumer will not be required to cover the shipping fee in this case.