Return Policy
How can I return my item?
In the following steps, we will guide you through the return process step by step.
1. Do I have a customer account?
Purchasing an item with a customer account significantly simplifies the return process, as you can initiate the return directly from your account without needing to contact customer service. To do this, simply log into your account, select the ordered item, and start the return from there.
2. I do not have a customer account.
If you did not create a customer account before placing your order, please follow the steps below to complete the return process. However, it is recommended to create a customer account to make future returns easier.
3. Check the eligibility of the return.
The items you wish to return must be in their original condition—unworn, unwashed, and unaltered in any way. You are eligible to return the items within 14 days of receiving your order. The return shipping costs are your responsibility. For environmental protection reasons, we recommend using the original packaging in which the items were sent.
4. Return process
To return your product, please send it to:
Modeplan - Bauernmarkt 11, 1010 Vienna, Austria
Shipping costs are non-refundable. The time it takes for the exchanged item to reach you may vary depending on your country of residence. If you are shipping an item worth more than €75, you should consider using a trackable shipping service or purchasing shipping insurance.
5. Confirm the return.
Once the item has arrived, we will initiate the return process. You will be informed via email. The refund period may vary depending on the country and payment method, but it typically does not exceed 5-7 business days.
Rückgaberecht
Our return policy is valid for 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange. All items must be returned in their original condition, without being worn, washed, or altered. Returns can be made with a courier of your choice; you must ensure proper delivery to us. The customer is responsible for the cost of returns. To be eligible for a return, your item must be unused and in the same condition that you received it. The item must also be in its original packaging.
Some items are completely excluded from returns. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additionally, the following items cannot be returned:
• Gift vouchers
• Downloadable software products
• Certain health and personal care products
To complete your return, we require a receipt or proof of purchase. Please do not send the purchased items back to the manufacturer.
In certain situations, only partial refunds are granted (if applicable):
• Books with obvious signs of use
• CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened
• Items that are no longer in their original condition, are damaged, or missing parts for reasons not due to our error
• Items returned more than 14 days after delivery
Refunds (if applicable)
Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at info@modeplan.eu.
Sale items (if applicable)
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send us an email at info@modeplan.eu and send your item to: Bauernmarkt 11, 1010 Vienna, Austria.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.