Damaged product:

we are really sorry for the inconvenience we can immediately ship your order or we can offer
you one free product from the store according to your choice.Please take a look at the store and
let us know if you want something we will do that for you. Please consider

Shipping from china:

We are based in the UK and have our warehouses internationally. We use other warehouses to
ship when we are out of stock so it can be shipped from any warehouse in order to ensure the
timely delivery. Thank you

Not received confirmation email:

Yes we have your order for grey v neck top (name of the product he/she ordered) so no need to
worry about it. Also i have sent you again the confirmation email if it's not there also check the
spam folder maybe it gets filtered there.

How much time will it take for refund?

Thanks for reaching out. It will take 7-10 days for the refund to appear in your account. Thank
you in advance for your understanding and cooperation.

Paypal payments:
We are not accepting PayPal payments right now you can pay by visa card, credit card or by
AMEX all the payments are SSL encrypted if your order does not arrive we will refund you

Tracking not updated after some time:

We are very sorry if our tracking application does not properly display the current status of your
product. I will forward this to technical support to try to fix this as soon as possible, if it is
possible to do so. Hopefully you will receive your package soon.

Ask for tracking number:

kindly track your order here https://track.aftership.com/trackings?
courier=yunexpress&detectType=AI&tracking-numbers=YT2105421272120912
It takes 15-20 days to deliver after shipment. We are working with our shipper to expedite it on
your behalf. Thank you for being a customer

Not received in 20 days:

Tracking information will be provided to you as soon. Our normal shipping times are around 7-
18 days but due to COVID19 we are experiencing around shipping lead times of 20-25 days
after shipment.
we will find ways to expedite it on your behalf. Hopefully you will get it on time. We will do
everything we can .Thank you for your patience and understanding

Return address:
UK:71-75 Shelton Street, Covent Garden, London, WC2H9JQ, UNITED KINGDOM
Please also mention the order number inside your package so we can identify. Thank you

Tracking for reshipment:

Thanks for reaching out.Your request for reshipment has been processed by us. As soon as we
will get the tracking number you will receive an email confirmation automatically. Thank you

If she doesn't want reshipment:

If you don't want a reshipment of your order then we can offer one free product from our store
according to your choice. Can you consider?

If she doesn't want reshipment not free product as well:

Okay please ship the product back to us so we can facilitate a refund.
UK:71-75 Shelton Street, Covent Garden, London, WC2H9JQ, UNITED KINGDOM
Please also mention the order number inside your package so we can identify. Thank you

Not satisfied with quality:

Thanks for reaching out.Refund is for damaged items only. Refund policy does not apply on if
you are not satisfied with the product. You can return for an exchange with any other product at
our store. Thank you for your cooperation.

If he/she agrees on free product:

Please check here and kindly send us the link which one you want.
https://moderlybal.com/

USPS or Canada post tracking:

it's in your country now also it has update tracking you can check it here:
https://parcelsapp.com/en/tracking/303424213953
you can also call the USPS with this tracking number " "
https://tools.usps.com/go/TrackConfirmAction?
qtc_tLabels1=420946019274890249338768664975

If we delivered the same she ordered but she wants to return the product:(color
or size)
Thanks for reaching out. We delivered the same size or color you ordered. You can ship back to
us for an exchange. would you like to do that? kindly let us know

If we delivered the wrong color or size:

1-ask for picture
2- Offer reshipment (If she dont want reshipment and demand refund)
4-return product + they will charge the shipping
Hello susan,
We can offer you a reshipment or we can offer one free product from our store according to
yourchoice. But if you want a refund you have to ship the product back at your own cost. Kindly
let me know how do you want to proceed? Thank you
Kind regards
Moderlybal

According to us it's delivered and she didn't receive:

Thanks for reaching out. Kindly contact the local post office to issue a certificate of non-
signature with an official seal to our company to apply for compensation.

After receiving the return slip:

Hello Catherine,
Your request for refund has been processed by us. It will take 7-10 days to appear in
your account but you will receive it 100%. Thank you for your cooperation 
Kind regards,
Moderlybal

Lost tracking:
We noticed irregular patterns with your shipment, we will immediately expedite a new one for
you on our behalf. If you receive 2, feel free to keep both without returning. This is our apology
to you. Thank you for your patience.

If the customer did not receive but according to us it's delivered:

Please contact Hermes Tel: 03303336556/3308085456
hermes email: hermescustomerservices@hermes-europe.co.uk verify