Frequently Asked Questions
1. How do I place an order?
Placing an order on The Modist is really easy. Browse the clothing listing at the top of the page (New In / Designers / Clothing / Shoes etc) and click through to the items that have grabbed your attention! Alternatively use the search function on the top right hand side of the page. Click on the little magnifying glass and as the search box expands, simply write up your search request in the box and see your search results appear for you.
Once you’ve found the product(s) you simply cannot live without, select your size and click ‘Add to Bag’. Have a quick review of the products in your bag and continue through to checkout where you will be asked for payment details. You will be asked to register your personal details or alternatively you can continue through the checkout as a guest user. Enter your delivery details and select your preferred delivery choice, as well as the billing address that your purchasing payment method is registered to. Proceed to purchase to complete your order.
Once you place your order you will receive a confirmation email from The Modist. Once your order is ready to be sent out, you will receive another email with your order details and how you can track your order. If you have any concerns please contact the Personal Service Team here.
2. How can I track my order?
As soon as you place your order, you will receive an email to let you know that we are processing your order. We will prepare the order to be packed and shipped to you. Upon dispatch of your order from The Modist warehouse, we will contact you (via email or SMS) with a link to track your order.
Our delivery partners will provide you with the opportunity to choose time and delivery instructions so that you receive your purchase at a time that suits you.
If you have any queries regarding this process, please don’t hesitate to contact our Personal Service team here.
3. How can I cancel an order?
Oh no! We are sorry to hear that you want to cancel. As long as your order has not yet been prepared for shipping, you can cancel it immediately by contacting our Personal Service team as soon as possible.
If the order has already been shipped, we will be able to process a return for you. Once again, simply contact the Personal Service team and they will guide you through the returns process.
If you have any queries regarding this process, please don’t hesitate to contact our Personal Service team or click here to get a full list of telephone numbers.
4. How can I return an order?
Bought two sizes? Unsure of the fit? Not to worry, we have two easy options for returning your purchases.
You can either create an online return by tapping the ‘order and returns status’ and following the instructions outlined on our ‘returns’ page, or alternatively call our Personal Service Team and they will arrange the return on your behalf.
We accept returns that are requested within 14 days of receiving your order. Products need to be returned in a new and unused condition with the original packaging and the returns tag still attached to the garment.
5. What is your refund policy?
We offer you free returns on any order – we want to make returning as easy and as convenient as possible for you.
Once your return has been processed, the full amount including import duties (less sales taxes and delivery charges) will be refunded to your original payment method within 7-10 days, depending on your bank’s policies. Please note, Cash on Delivery (COD) orders will be refunded by Gift Card only and not by cash.
6. How can I make an exchange?
An exchange is very easy to make and is simply a phone call away. Please contact our Personal Service team to arrange for an exchange in size. If there is a pricing difference, we will either refund you the amount that is owed to you, or offer you a Gift Card from The Modist for the required amount.
7. When will my fabulous new purchase arrive?
Here at The Modist, we aim to provide you with the fastest and most convenient delivery service as we know that fashion never sleeps. During the checkout process, you will be able to choose from three delivery options depending on your location:
- Same day delivery: Available for the United Arab Emirates only for purchases ordered before 12pm.
- Next day delivery: Available for United Arab Emirates and the GCC countries only
- Express and Standard delivery: Available to all our international customers, excluding the UAE and GCC.
- Click here for further info.
8. Can I send a product as a gift?
We’ve made sending a gift beautifully simple - who doesn’t love a present?
Simply follow the same steps the you would normally take to place an order for yourself. During checkout, you will be given the option of sending the parcel to someone else other than yourself. You will also be given the option of adding a gift message to personalize your gift and say something special to the person you have in mind.
Proceed to checkout to complete your order and then bask in the glow of being an excellent gift-giver.
You’ll receive an order confirmation as per any other order, and will be able to track the shipment once it has left our warehouse.
9. Can I place an order over the phone?
Unfortunately, at this stage we are unable to offer this service, however it would be our pleasure to guide you through the steps on how to place an order when you speak to a member of our Personal Service team. Contact information here.
10. What’s my size?
We know that getting the right fit can sometimes be tricky, which is why we have provided a sizing guide on each of our products. The guide includes a comparison of standard international sizes to help give you an idea of which size is right for you.
For more information, see the Style, Fit & Opacity tab on our product details page.
You can click here to find the standard list of our sizing guide.
11. What are the accepted payment methods?
We accept Visa, MasterCard, American Express, Maestro and PayPal. We also offer Cash on Delivery for the UAE and Saudi Arabia, with other GCC countries to follow soon.
When selecting PayPal at checkout, you will be directed to the PayPal site to log-in and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then be redirected back to The Modist site to review and confirm your order. Please note that for the moment Paypal cannot accept transactions in AED and SAR.
Payment is only debited from your payment method at the time of dispatch for all non-cash transactions.
12. What are the accepted currencies?
The delivery country determines the currency in which you will be charged. Upon arriving at The Modist, your delivery country and currency will default to your current location.
You can always change this by clicking on the top left hand side of the homepage at any point before checking out.
- Purchases made in GCC (excluding KSA) will be charged in AED
- Purchases made in the Kingdom of Saudi Arabia will be charged in SAR.
- Purchases made in Europe will be charged in Euros.
- Purchases made in Chine will be charged in CNY.
- Purchases made in Hongkong will be charged in HKD.
- All purchases made in the Rest of the World, will be charged in USD.
13. How secure is my payment?
The Modist provides the option for you to safely store your credit card details, making it quicker and simpler to shop with us. Your full card details will never be displayed, except for the last four digits so that you know which of your cards you are using.
You can delete your card details at any time by unchecking "Remember My Payment Details" on the payment page.
For added security, please note that you will need to re-enter your card details if you change or add a new address.
The Modist does not share or store any personal payment details.
14. How much is delivery?
Please click here to read our delivery page for the details.
Subject to change or promotions.
15. What are the duties/taxes incurred on my order?
All prices displayed on site include duties and taxes and you will be shown this breakdown on the order confirmation page.
16. Which countries does The Modist deliver to?
In short, pretty much everywhere. As it stands, we currently deliver our incredible products to over 100 countries worldwide.
Click here for further info on delivery & shipping.
17. Can I choose my delivery time?
Yes - in most instances you can. We deliver with DHL for all areas other than the U.A.E. and with DHL you are able to select a delivery time for most countries.
In the U.A.E. you can select a delivery slot for same day delivery and overnight for overnight delivery.
Upon confirmation of your order, you will be contacted by our delivery partner to select your preferred time.
18. Can I change the delivery location after checkout?
For the all country deliveries your ability to change delivery location after confirming your purchase depends on the status of the order. Please contact our Personal Service team here for more assistance on this.
In the U.A.E. we are able to change location almost any time up until delivery. This will happen by changing your pin on the delivery partner app.
19. What happens if I receive a damaged product?
Here at The Modist we put all of our products through a stringent quality control test before they leave our warehouse. We want to ensure that they arrive at you in pristine condition.
In the unfortunate event that a product arrives damaged, please contact our Personal Service team immediately here and we will help you with a refund or an exchange.
20. I’d like to chat. How can I contact customer care?
We have a dedicated Personal Service team who are always on hand to help. For order information or general enquiries, please email us at email@example.com or call us on the numbers listed below:
- USA: +1 855 5 MODIST (+1 855 5 5 663478)
- UK: +44 800 307 7888
- UAE: +971 800 MODIST (+971 800 663478)
- Singapore: +65 800 120 6888
- Rest of World : +44 207 191 1919 or +971 512 1999
21. How can I avail the personal styling service?
Easy! Simply contact us at firstname.lastname@example.org to receive specialised advice on our products and designers, detailed size and fit information and gifting options.
22. In what packaging will my goods be delivered?
The Modist delivers all our orders in our branded packaging designed to delight you and to protect your purchase in the best way possible.
Our chic Modist packaging is also suitable for gifting – the person receiving a gift from The Modist will be absolutely thrilled.
23. How can I send a gift card to someone?
Sending someone a Gift Card is extremely easy at The Modist. Go to the Gift Card Page here.
- Type in your friend’s name and email and select the value of the gift card from the dropdown menu.
- Add a personal message (optional) and confirm your order.
- The gift certificate and the personal message ( if you have created one ) will then be emailed to the lucky recipient.
Your payment method will be debited for the value amount of the gift card you purchased. There are no shipping or duties incurred on gift cards.
Please note that Gift Cards cannot be purchased using the Cash on Delivery (COD) payment method.
24. I received a Gift Card – how can I redeem it?
You lucky thing! To start shopping, simply head to The Modist and follow the instructions on how to place an order.
Once you’re at the checkout, you can add your gift card number, and it can be fully or partially redeemed.
25. I’ve lost the email that contained my gift card. What can I can do?
Simply contact our equipped Personal Service team who are here to assist you.
26. Do you offer an alterations service?
Unfortunately we do not offer this service at this time.
27. How can I stay up-to-date?
Excellent question! By signing up to Modist Mail, you will receive regular updates about our promotions, exclusive products, newly added products and magazine.
You can sign up to Modist Mail here.
28. Do I need to create an account to place an order?
You don’t need to create an account with us to make a purchase, however by registering with The Modist (which takes less than one minute), you’ll be able to enjoy a stellar line-up of benefits:
- Save and manage your payment methods and addresses for a quicker checkout.
- Add the products that you love to your Wishlist.
- Review and track your past and present orders.
29. I forgot my password. How can I reset it?
We’ve all been there. If you have forgotten your password, click here to change it or follow the ‘Forgotten Password’ instructions on the ‘Sign In’ page.
30. I’d like to opt out of Modist Mail – is that possible?
31. Is my personal information safe?
We will take care to maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided us with.
When you place an order or access your account information, we use a Secure Socket Layer (SSL) encryption which encrypts your information before it is sent to us to protect it from unauthorised use. In addition, we will take reasonable steps to ensure that third party business partners to whom we transfer any data will provide sufficient protection of that personal information.