Frequently asked questions

Frequently asked questions

Here you’ll find answers to the most common questions about orders, shipping, returns, and payments. Can’t find what you’re looking for? Email us at info@modalucia.com — we usually reply within 24 hours.

📦 Orders

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

Can I change 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 that period, your order enters processing and we can no longer guarantee changes. For more information, visit our Cancellations page.

I haven’t received the confirmation email. What should I do?
First, check your spam or junk folder. If it’s not there, the email address you entered may contain a typo. Contact us and we’ll sort it out.

Can I order several items at once?
Of course. Please note that orders containing multiple items may be shipped in separate 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 processing and 3–8 days in transit. Orders placed before 10:00 p.m. (CET) are processed that same business day.

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

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 using DDP (Delivered Duty Paid): taxes and any customs charges 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 ships, you’ll receive an email with your tracking number. You can check the status at any time on our Order Tracking page. Your tracking number may take 24 to 72 hours to become active.

My order is delayed. What should I do?
If your order hasn’t arrived within the estimated timeframe, contact us and we’ll look into it right away. In most cases, it’s a minor delay with 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’ll take care of the entire solution at no cost to you.

🔄 Returns and exchanges

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

How do I return a product?
Email us at info@modalucia.com with your order number and reason for the return. We’ll send you the instructions and return address within a maximum of 24 business hours. Important: don’t send anything without contacting us first. Learn more in our Refund Policy.

How much does a return cost?
Return shipping costs are the customer’s responsibility, unless the product arrived defective or we made a mistake. We don’t charge restocking fees.

Can I exchange a product for a different size or color?
Yes. Contact us and we’ll help you arrange an exchange as quickly as possible.

When will I receive my refund?
Once your return is approved, we’ll process your refund within a maximum of 14 days, using the same payment method you used for your purchase. Your bank may take a few additional days to post 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. Available methods are displayed automatically at checkout based on your country and device. Learn more in Payment methods.

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

What currency do 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 show products as accurately as possible. However, colors may vary slightly depending on your device's screen.

An item 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) or through our contact form. Hours: Monday to Friday, 9:00 to 17:00 (CET); closed Saturday and Sunday. We usually respond within 24 business hours, and do our best to assist you outside those hours too.

Do you have a question, need help with your order, or simply want to get in touch? 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 – 17:00 (CET)

📍 Address:
Wilhelminastraat 15, 6812 CW Arnhem, Netherlands

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