Please visit our ‘DELIVERY’ page to see all types of delivery that we offer. All in stock products are ready to ship and the time in which they are delivered is your choice. (This applies to UK customers only.)For all international customer please check the page for prices and delivery expectations. If you have ordered a PRE-ORDER item we will specify in the product description a realistic timeframe in which we expect to dispatch. Please note any additional items ordered alongside a pre-order will be shipped in one parcel once the product has arrived in stock. We cannot post these items separately unless an additional postage fee is paid.
Our normal courier service used is DPD / DPD Local who do not deliver to PO Boxes. However, we may be able to offer an alternative delivery method if you have no other option address to use. Please contact our customer services to enquire and we can see if we are able to accommodate this for you.
Once an order is processed you will receive both an email from us and an SMS from DPD with your tracking number. DPD will text the date of delivery along with an allotted time slot. If you not home for your delivery, no worries, we totally understand we have busy customers! Our courier will attempt to deliver your parcel again. If you are not home again there are other options. Track your order on the DPD Local website and you will be able to choose an alternative delivery date or address which is suitable to you. Received no SMS? No problem, drop us an email and we will check your details are correct on our system and forward your tracking direct to you.
Unfortunately if your parcel has been reconsigned this could be for a couple reasons. The address may be incorrect or inaccessible for the courier to deliver your parcel which will result in an instant reconsignment. There may have been numerous attempts to deliver the parcel or it has been refused at the door. Reconsignments are not common as we are normally able to get in contact to attempt another delivery, however, if this is unsuccessful there will be a penalty as it is then treated as a return. Unfortunately this chargeable fee will be deducted from the order along with the shipping costs for us to enable the parcel is returned to us. As stated this is not common as the option to redeliver along with communication between ourselves ensures the package has plenty of chances to be received correctly.
YES! We can deliver to any country. Certain countries have stricter import restrictions so we may have to ship your order using a different courier to ensure it arrives safely. There may be additional charges for orders sent to further off countries and we will contact you should this be the case. Items over a certain weight outside the UK may also be subject to extra charges. If you have any concerns please contact us prior to ordering.
If you are based outside the UK there could possibly be custom charges once the parcel arrives in your country. Moda Minx are not responsible for any charges incurred at customs. If a duty has to be paid you will be contacted to pay prior to a delivery being made. This payment is your responsibility and is standard procedure for items arriving from different countries, unfortunately we have no control over how much this is and it can vary from country to country.
Unless you have chosen a specified delivery service such as a ‘Guaranteed Next Day’ then delivery will not be guaranteed. If you have chosen a service such as Standard or Saver then there is no guarantee for an arrival date. This could be sooner or it could be later by a couple of days. It is always best to use a guaranteed service such as Next Day if you require products for specific dates to be sure it arrives on time.
Once your order has been processed you will receive a confirmation email from us to let you know your order has been received. Once the order has been dispatched from the warehouse you will receive a further email from us and also a text message from DPD with a tracking and estimated arrival time. They will also provide you with a slot time for the day of the delivery. If your parcel has been sent by a different courier we will add a tracking number to your order which will be sent via email for you to be able to use yourself. We aim to ship all orders within a 24 hour time frame after the order has been received, if you have selected an express shipment this will be processed immediately.
Unfortunately once an item has left the warehouse we can no longer change the shipping method. Due to the fast turnaround of parcels it would be highly unlikely we would be able to change the method in time before dispatch.
We are sorry to hear you haven’t received your order. If the tracking has indicted it has been delivered please check on your tracking history the address/ place it has been shown as being delivered at. It may have been left with your immediate neighbours if there was no answer. If this is not the case please contact us at firstname.lastname@example.org with a short sentence explaining the issue. We will then proceed to open an investigation with the courier who will use GPS tracking to locate the package and the driver will also be interviewed.
We are sorry to hear you have not received your order. If your order is a standard/ saver option please allow the full estimation dates to pass before contacting us as it may just be a delay. Once past this time please send an email to email@example.com and we will be able to open an investigation with the courier and the delivery driver will be interviewed. In your email please include your tracking number so we can assist you faster.
Oh no! We are so sorry to hear this. While we strive for perfection we are only human and mistakes can sometimes happen! In the event of this occurring please contact us via email and one of our team will rectify this as a matter of urgency! Please include your name, order number and the item which has been sent incorrectly.
Please report this to our customer service team within 24 hours of receiving your package. We meticulously check items multiple times before leaving the premises and this may have slipped through the net. Do not remove any labels or tags as this will be hard to determine whether the item has been worn and may go against your favour.
In the unlikely event this has happened please contact our team via email firstname.lastname@example.org
Please send us a photo of the outer packaging including the postage labels and also your invoice provided inside the bag. All items are weighed prior to leaving the building and this will help u determine whether it is a genuine mistake or the parcel has been tampered with during transit. We take claims like this extremely seriously! If your invoice has been stamped with ‘OUT OF STOCK’ you do not need to contact us as a refund will already be on its way to you.
We’re sorry to hear your order has been unsuccessful. If you have received an email from us confirming the cancellation this may be for one or two reasons. We do not cancel orders our end, if an item is out of stock we will contact you first prior to cancelling. Another reason your order may not have been successful is the payment provider has declined to accept the payment. We will send you a more detailed email explaining the reason and your money (if taken) will be returned to your account within 3-7 working days. This unfortunately is normal procedure for bank reversals though other payment methods could be much faster.
We aim to get items out as quickly as possible for this reason we are unable to cancel orders once placed. Please ensure your details are correct at checkout (double check!) On occasions we can recognize mistakes if incorrect addresses are entered at checkout and may be able to contact you. However, we cannot be held liable once an item has left the building if the incorrect address has been applied at checkout. Sometimes we are able to contact you if we notice any discrepancies with your order. If you have made a mistake please try to get in contact immediately and we can see if it is possible to change. We cannot amend sizes for clothes as the stock levels are automated and cannot be manually changed.
Once you have placed an order an email confirmation will be sent to your email shortly afterwards. If you can’t see any emails from us please check your junk/ trash box incase it has filtered through there. To avoid this happening you can add our contact email@example.com to your address book. If you still have not received any email confirmations from us please drop us a message and we can resend the for you.
Yes! We do currently offer exchanges on certain items. Please check out our dedicated RETURNS page on how to process your return for exchange. Please note there are exclusions on SALE & discounted items for exchanges and applies only to full price items.
Yes! All exchanges are price checked against each other. If the item is cheaper then your current product we will refund/ credit the difference to your account. If your new item is more expensive we will send you an invoice via PayPal to make up the difference. This will be sent as a link and you can pay either using your PayPal account or via a bank card.
We are very sorry you have received the incorrect item/ order. We will do our very best to rectify the situation. Please email us at firstname.lastname@example.org with your name, order number, a photo of the parcel received and the invoice inside the bag. We strive for 100% perfection but sometimes things can fall through the net and we appreciate your patience.
You can find your order number on our ‘ORDER HISTORY’ in the customer hub section if you have signed up to have an account with us. Alternatively, there will also be confirmation of your order number on all emails sent by us. If you are unable to locate this information please drop us an email and we will be able to provide this information to you.
We are sorry to hear you have had an issue with one of your products. We pride ourselves in producing items that made to last a lifetime and not just after one wear. In some circumstances we may be able to confirm a fault within the products but this would be on only recalled products. Unfortunately once an item is worn it would be near impossible for us to determine how damage would be incurred, unless it becomes a recurring problem with other customers. Because of this, there would be little we are able to do to resolve issues like this once an item has been worn. Please ensure your items are treated with the utmost care and you follow all washing instructions CORRECTLY. If you are unsure on how to wash your items please contact our team who will advise you best on how to wash the product.
We are sorry to hear your parcel has arrived in bad condition. Rest assure we pride ourselves in our cute packaging and it is sent out in tip top condition. However, once it moves its way through the network it can receive a bit of rough treatment. If the package has been visibly broken and the contents inside are now damaged please send us an email and we will open an enquiry with the courier. If the parcel is physically missing items out of it with visible damage to the outer packaging please send us pictures showing the full extent of the damage incurred as this will be requested by the courier. Without these images it will be insufficient for an investigation to take place. Please note all packages are photographed by the driver before they are left with a customer so please ensure your claim is genuine before telling us.
Currently you can use our Worldpay system for card payments and we also offer Paypal, Klarna, Apple Pay &Clearpay. Please refer to the Klarna/ Clearpay section on this page for all information regarding how it works and how your payments are collected.
We feel your frustration but don’t panic! Our system has the highest level of security to protect against fraudulent activity so any minor mistake will automatically decline your payment. First and foremost please check you have funds to complete your payment (you will be surprised how many times this happens!) Please ensure your billing address is the same one registered to your bank account. Majority of the time this will solve the problem as most people are unaware of this. One other reason may be with the CVS extra security screen. This is set up with your bank and is a unique password you have set for online payments that will pop up in a separate screen. This is an added security precaution for online transactions. If you are still experiencing issues drop us an email and we can look into the problem more our end! We recommend using an alternative method such as Paypal if you have continued issues using your card online.
Order not hit the processing stage? Drop us a message as soon as possible. This can sometimes happen if you have accidently clicked off the screen too early before the payment has successfully gone through. There could also be a communication issue between the banks. Before attempting to place another order please check with us first so we can make sure no payment has been taken from the first order (sometimes it can just be a delay!)
Normally payment is taken immediately but it may not show on your statement for 24 hours. The same will apply to Paypal and Klarna will be based on your monthly agreement plan with them. Please note any orders placed using a Paypal E-Cheque will not be processed until the payment has cleared, this can normally take up to 14 days. We highly advise against using this option as the items may no longer be available after this length of time.
Easy peasy! Once you have finished filling your cart with goodies simply click checkout and you will see a box that says ‘CLICK HERE TO APPLY COUPON’ Simply type or copy & paste into the box and click ‘apply’ for the discount to be added. You will see the discounted amount at the bottom of the page under your subtotal. (Discount codes do not apply to postage costs and certain items outlined in the promotions terms and conditions may be excluded from deals.)
Please ensure the code you are using is in date and still active for the promotion it applies to. (An easter code won’t work at Xmas!) Double check you are typing it exactly as it is advertised for example: SALE20 should be typed in all capital letters for it to work. If it is still not working it may be a product(s) in your cart are excluded from the promotion. Any issues relating to coupons and discounts can be helped via email email@example.com with one of our team.
Sorry to hear you have been charged twice. This can occur if an initial payment has been attempted and failed the first time. This can show up on your bank balance as a ‘PENDING’ payment but will be reversed back into your account within 72 hours. If you believe a payment has been made in error please email us so we can look into it further for you. Please include screenshots of the complete transactions so we can assist you faster.
Unfortunately we do not currently offer gift cards for our website. We hope to have this option available in the future.
Currently we do not offer student discounts but we will be having this option available very soon!
Klarna is a scheduled credit scheme that helps you spread your payments over a period. In order to use Klarna you must make an account with them to check you are eligible for the credit prior to ordering with us. You can find more information about Klarna HERE
From time to time we hold flash sales and discount days that run for a limited time during certain periods throughout the year. We may also reduce or increase prices on products at any given time. As you agree to the price of the item at the time of purchase, we have no obligation to change this or make alterations to your order.
Our system can only take what is automatically generated on your order, it cannot be manually manipulated in any way. All prices are shown in GBP so please be aware when you checkout you will need to check the conversation rate with your bank as it will vary from minute to minute if you an international customer.
Products & sizing
We want all our products to fit our customers perfectly, so we have a general size guide to help with our average sizes. All sizing information is provided for, specific to each country and are based on the national average sizes. Please note all our sizing online are set to UK sizes so please refer to the guide if you are an international customer. We appreciate every fabric will fit differently so we will include in the product descriptions if the fit differs from average sizing. For example, an oversized cotton tracksuit will not fit the same as a lycra swimsuit!
Currently the only place you can buy Moda Minx products is directly through our website or on ASOS.com. All of our products are designed and manufactured in our own factories. Please note we do not wholesale to other websites other then ASOS so any other company using our imagery will not be selling genuine items. We do not want our customer deceived by other companies selling inferior copies of our items so please be aware when browsing online for cheaper copies. Remember, if its too good to be true it probably is!
We have an entire page dedicated to product care. Please refer to our ‘CARE INSTRUCTIONS’ page for full recommendations on getting the best life out of your items.
Unfortunately at this time we do not have the facility to cater for specialized sizing. We hope in the future we will be able to start producing Petite, Curve & Tall items to our catalogue.
If you cannot locate a product online it will either be sold out or discontinued. We try our best to keep our styles limited in number to really create something special for our customers. Some classic styles we will recreate time and time again but others we sell exclusively and for a limited time. This sets us apart from other brands who continually repeat styles. We want to create designs that won’t be seen on thousands of people at a time. For sold out items we will generally leave them online with a stock notification that can be signed up for to inform you of their arrival. If however, you do not see this style online anymore please let us know (if the demand is high we may bring it back!)
For much loved items and bestsellers we aim to restock them every 4-6 weeks, though much of our collections are time limited and change each season. Early purchase is advised and signing up for pre orders will always guarantee your item incase we sell out!
We aim to inform our customers via social media when items are about to discontinued so they have a chance to order in time before they are gone forever. If you can’t see a specific product online anymore the likeliness is that it is sadly discontinued.
Over many years’ experience it has been confirmed that measurements cause more problems for us then good. Certain factors for fit need to be taken into consideration when picking clothing. You may be a certain height but your hips and legs could affect the length of a product if you have curves in different places. Measurements in metric units such as CM are fine if we all had the same size bodies but we are all special in our own ways and sizing will vary from body to body. This is an obvious factor when purchasing clothing online and you have probably found that certain items in your size will fit you in one store but will be completely different in another. We work with an average based sizing system and will write in the description of individual products if there is certain factors of the product that may be helpful to the customer when purchasing.
Item out of stock? Not a problem. If we plan to restock it the item will still be showing online. If you click into the product the sizing options will be replaced with a new toolbar where you can enter your email to be notified when the item has landed back online.
We have a detailed page dedicated in helping you make your return as easy as possible. You can find all the information needed in this section. You will find the return address here along with details on the safest way to send back to us.
We try our best in making our returns as understandable as possible. If certain items are not eligible for return (e.g. hygiene products/ handmade) we will make this clear in the product description and on the main information of the ‘Returns’ section. You are also required at checkout to agree to all terms and conditions prior to payment. Please ensure you have fully read and understood our returns policy before checking out!
Don’t panic! We strongly advise you send your item back using a tracked method so you are able to check the progress of your return. Items lost in transit without tracking unfortunately will be the responsibility off the customer. Once returns are received we aim to have this processed within 7 working days. During busy periods this could take up to 10 working days. You will receive an email once the item has been either refunded or credited. If after 10 working days you have not heard from us please get in touch with us via email firstname.lastname@example.org. Please include your name, order number and a photo of your return receipt along with any tracking numbers so they can assist you as fast as possible.
Unfortunately, once the tags are removed the item is no longer acceptable for return as we will be unable to determine whether it has been worn or not. Please ensure any products are returned in the condition they arrive without any marks or strong scents and with all labels and packaging intact.
Unfortunately we do not offer a free return service at this time. We recommend returning all items back via a trackable service and keep hold of your receipt/ proof of postage until your return has been processed.
We aim to complete returns for a refund or store credit within 10 working days (exchanges are completed within 7 days). This can vary depending on busy times or during holiday periods such as Christmas & Easter. Please check your tracking prior to messaging regarding refunds to make sure the item has arrived back with us. If after 10 days you are still waiting (excludes weekends) please email us: email@example.com and we will be able to look into this for you.
This is absolutely fine. Please ensure all relevant paperwork is included for EACH order inside the return. We will be unable to issue refunds for items missing their paperwork. If you are unable to print a return form please make sure you include a note in your return with your order number(s), name, address & item names/ numbers.
No problem! You can print off the return form HERE or alternatively please enclose a note inside your parcel with your order number, name, address and product names written on.
As long as you have retained your tracking information we should be able to locate the parcel for you. If we have unidentifiable returns they are put to one side in the hope they can be claimed. Please note without as proof of postage including a weight and tracking number a refund will not be able to be issued as we require sufficient proof that the item returned belongs to you.
Please refer to our dedicated RETURNS page for all information regarding items. Read through this carefully as you will need to agree to these terms and conditions at checkout. Please note handmade products are not subject to returns though we may honour an exchange providing we have enough fabric to cover a size swap.
We do ask that all items are returned in their original packaging and returned back in a way that is respectful. Please refrain from sending items back screwed up as this can damage the seams and fabric. If your items come in packaging please ensure this packaging is returned damage free or a fee will be deducted from the original order (this applies to specialized boxing.) Items must be returned with all tags and hygiene labels in place. You can find more information for returns on our dedicated RETURNS page.
No, we don’t require notice for items being returned. Please ensure your item is returned within 14 days of arrival for it to be accepted back. The 14 days starts once the item is physically delivered to you.
Sorry to hear there has been a mistake on your refund! Please send us an email with your name, order number, tracking number and the items you have returned so we can look into this for you. Please note shipping costs are not refundable under any circumstances.
We hate it when this happens! First suggestion would be to clear your cookies and CACHE through web browser/ device (Sometimes they can get overloaded and slow systems down.) Try another device to see if the issue resolves, if this works then there could be an issue with your network on your device. If your still experiencing problems please get in touch with one of our advisors so we can check if there is an technical glitches our end.
Worst horror story ever: SOLD OUT! We are sorry to say something in your cart has sadly been snapped up before you got to check out. The item will need to be removed before you can continue checking out. If your struggling to pinpoint which item it is drop us a quick message and we can help identify it for you.
While we appreciate it is much faster to contact via telephone we would need to operate a call center to deal with the amount of calls we receive! Our hotline is open mainly for product/ stock and general enquiries via our warehouse team. As with a lot of companies this year we are running a skeleton staff just to keep operations running smoothly. Urgent problems must be dealt with via email regarding orders, returns and delivery queries by an experienced advisor (our warehouse babes are the stock experts and do no deal with your orders directly!)
No trouble we all forget a password from time to time. If the ‘Forgot Your Password’ link has given you no joy please send over an email to firstname.lastname@example.org using the email address your account was set up with ad we can help get your account back up and running again.
We will be sad to see you leave our VIP list! Remember, we use our subscription to send you exclusive discounts, offers and early access to new collections before anyone else. If your sure you want to leave you can find the ‘UNSUBSCRIBE’ button located at the bottom of our emails. Simply click ad you will be removed from our mailing list.
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