FAQ

Order

  • How do I place an order on ModaCruz.co?

After you choose the items you’d like to purchase add them to cart and you’ll be redirected to our checkout page. Kindly fill in all your shipment and billing information as well as your credit card information and hit the Pay Now button. You order is completed.

  • How can I track my order status?

After your order you will receive emails on regards to your item’s status. For more information you can always contact us on customercare@modacruz.co

  • What if I receive a defective or damaged item?

Please contact us at customercare@modacruz.co

  • Do I have to register for shopping?

No, you can easily place on order as a guest.

  • How can I track my order without registering?

After your order is complete we’ll send you all the necessary information you need to track your order on your email address. Please refer to your email address which you submitted during checkout.

  • I received a faulty item in my order, what can I do?

Please contact us at customercare@modacruz.co

  • How can I check an item’s stock status?

Our items are unique and an done of a kind. So make sure to place an order because there is only one!

  • How can I check if the discount or gift coupon reduces the total amount?

Your total cost will be divided into coupon rates and shipment fees on the checkout page.

  • My order did not go through, but I have been charged for it. What can I do?

We apologize for the inconvinience. Please reach us at customercare@modacruz.co and we’ll refund you immediately.

Shipping

  • How long does it take for my order to be sent to the shipping company?

Your items will be submitted to the shippment company within 24 hours of your purchase.

  • How long does delivery take?

The delivery process varies according to the address and shipping company. You can track your order with the shipping code provided.

  • How much is delivery charged?

The shipping fee varies based on the shipping country and the quantity of item ordered. You can check the shipping fee at the check-out page.

Some promotional offers include free delivery. Follow our promotions to stay informed about free shipping offers.

  • Where Is My Order?

You can track your order with the tracking code provided by e-mail.

  • How can I track my order sent to shipping company?

After your order is complete you will be receiving a tracking number from our contracted shipping company DHL. You track your item on DHL’s order tracking page.

  • What is a tracking number?

A tracking number is a number provided by the shipmment company allowing you to track your order.

  • Can I place an order all over the world?

Yes! Feel free to shop all you want and we’ll deliver it to you regardless of your destination.

  • Which shipping companies do you work with?

Our contracted company is DHL.

  • What should I pay attention to when I receive my order?

Before accepting the package from the delivery company, you should check if it has been opened, torned, crushed, or soaked. If it has, please do not accept the package and request a claim form by the freight company. Once complete, kindly inform us of the situation by contacting our Customer Service department

  • My order was delivered, but I was not at home. What can I do?

If you are not at the shipping address when your order is delivered, it will be delivered to the nearest branch, and you will be informed. You should pick up your order from the branch within 3 days. Otherwise, your order will be returned to our company, ModaCruz.co

Order

  • How do I place an order on ModaCruz.co?

After you choose the items you’d like to purchase add them to cart and you’ll be redirected to our checkout page. Kindly fill in all your shipment and billing information as well as your credit card information and hit the Pay Now button. You order is completed.

  • How can I track my order status?

After your order you will receive emails on regards to your item’s status. For more information you can always contact us on customercare@modacruz.co

  • What if I receive a defective or damaged item?

Please contact us at customercare@modacruz.co

  • Do I have to register for shopping?

No, you can easily place on order as a guest.

  • How can I track my order without registering?

After your order is complete we’ll send you all the necessary information you need to track your order on your email address. Please refer to your email address which you submitted during checkout.

  • I received a faulty item in my order, what can I do?

Please contact us at customercare@modacruz.co

  • How can I check an item’s stock status?

Our items are unique and an done of a kind. So make sure to place an order because there is only one!

  • How can I check if the discount or gift coupon reduces the total amount?

Your total cost will be divided into coupon rates and shipment fees on the checkout page.

  • My order did not go through, but I have been charged for it. What can I do?

We apologize for the inconvinience. Please reach us at customercare@modacruz.co and we’ll refund you immediately.

Return Policy

  • What is your return policy and procedure?

By completing your return slip which can be found on the back page of your invoice you can return your order to us.

You should return your purchase with the original delivery package and receipt (plus any accessories if part of the items being returned) We will send you an information email after we receive the item. We will refund you the amount of your purchase within 14 days. You will be informed about the refund process by our Customer Service Center.

  • Which items can I return?

You can return your unworn online purchases in salable condition without removing price tags and in its original package, within 3 days from arrival date.

  • How much time do I have to return my order?

You can return your item within the 3 days you receive your order. Returns after 3 days will not be accepted.

  • If I return my order, will I be charged for shipping?

Yes, all shipping fee regarding your returned order will be paid by yourself.

  • Where should I return my order?

By fully completing the return form on the receipt, you may return your purchase with its original delivery package and receipt (plus any accessories if part of a set).

  • How can I track the process after I return the item?

Updates regarding your return(s) are provided by e-mail.

  • I cannot see the refund in my bank account. What should I do?

You can contact your bank with the reference code sent by SMS during the returns process. If you still cannot see your refund in your bank account, please email us at customercare@modacruz.co

  • When will I be reimbursed for the payment made by my credit card?

You will be refunded within 14 days.

  • How can I exchange an item?

We do not accept exchanges, you can return your items within 14 days. Meanwhile you may wish to place a new order.

  • How can I cancel my order?

You can cancel your order by reaching our customer support team at customercare@modacruz.co

  • I cancelled my order. Can I be reimbursed for the shipping fee?

For cancelled orders, (before your order is shipped) the full amount paid will be refunded, incl. shipping fee.

  • Can I reorder the items I previously cancelled?

If the item(s) you would like to purchase are in stock, you can place a new order.

We are here for you! Please feel free contact us at customercare@modacruz.co for your questions and recommendations.