Returns & Exchanges

Shipping to NL & BE

We offer free shipping for all our orders. If the products you ordered are in stock, we provide a delivery timeframe of 3–5 business days. For products that are out of stock, the delivery timeframe can extend to 7–12 business days.

Return Policy

Your satisfaction is our top priority. If you’re not happy with your purchase, you can return the items within 14 days of receipt. Please follow the steps below to ensure proper processing:

  • Carefully complete the return form, ensuring all requested information is accurately filled out.
  • For a smooth return process, it is crucial that the return form is fully and correctly completed.

Conditions for Return Requests

To qualify for a refund, the returned item must meet the following criteria:

  • The product must be in its original and (if applicable, unused) condition, including all accompanying tags and labels.
  • There must be no visible signs of use (if applicable).
  • The seal must remain intact for hygiene products.
  • We reserve the right to refuse returned items if there are signs of use, damage, or external issues not attributable to us.

Refunds

Once we receive the returned product, we will issue a full refund as soon as possible. The purchase amount will be refunded to your bank account within 7 days.

If you have not yet received your refund, please check your bank account first. It may take some time before the refund is officially processed. Next, contact your credit card company. If the situation remains unresolved, you may contact your bank. If the issue persists, feel free to contact our customer service via info.modalexi@gmail.com.

Terms & Conditions:

  • The cost of returning an item is your responsibility and will not be reimbursed. Items must be returned to the factory in China. Higher shipping costs may apply. Rates can be found on the PostNL or DHL website.
  • Please note that items such as underwear, lingerie, tights, and personal care products cannot be returned for hygiene reasons.
  • Returns of items obtained via giveaways or sales are not valid; in such cases, only exchanges for a voucher are possible.
  • We request that you provide a track-and-trace code for your return package (at your own cost). This is essential for a successful return process.
  • Once you return the package, kindly share a photo and/or link of the track-and-trace code via email.
  • Please include the fully completed return form in the return package.
  • The returned item must be unused and sealed.
  • The product must be returned in its original packaging.
  • Please note that damaged items resulting from external factors will not be processed.

CONTACT US

Do you have questions about your return? Want to share your feedback? We’re happy to help! You can reach us via the following channels:

  • info.modalexi@gmail.com
    For questions or comments, feel free to email us.
  • You can also send us a direct message on Instagram for questions.
  • And of course, we’re also available on Facebook!