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FREQUENTLY ASKED QUESTIONS
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  • Who are Modeface Online Designer Outlet?
    MODEFACE Online Designer Outlet is a premium online fashion retailer and online designer store that features a wide range of clothing and accessories from top designers and brands sourced from around the world. We strive to offer our customers the latest and highest quality fashion brands at affordable prices. Our team is dedicated to providing an exceptional shopping experience and outstanding personalised customer service.
  • How do I shop on Modeface Online Designer Outlet?
    Shop by Item Exploring the whole range of designer brands we have for an item. Display these in the order you wish by using the sort button. Shop By Designer Filter the huge range of Designers to the designer of your choice and shop their whole range. Shop by Collection Filter the items you want to browse in a designers collection in 'FEATURED BRANDS' (T-shirts for example). You can then display these in the order you wish by using the Sort By button. We are always adding more collections to give you a wider choice and make finding the Designer Brands and items you are looking for even easier. Shop by Search Know what you are looking for. Use the search bar and explore the results.
  • Are your items genuine?
    Yes, all the items sold on MODEFACE Online Designer Outlet are 100% genuine and authentic and have been purchased by our partner suppliers directly from the brands, licensees, or official distributors. Rest assured that when you shop with MODEFACE, you're getting authentic fashion items that you'll love.
  • Do you offer a price match promise?
    At MODEFACE, we strive to offer our customers the best possible prices for high-quality fashion items. While we do not currently offer a guaranteed price match promise, we do offer regular promotions and discounts on our products to ensure that our customers get the best value for their money. However, we also understand that you may find a better price elsewhere. If you find a lower price on the same item from another online retailer, we will do our best to match or beat their price. Simply contact us at suport@modeface.co.uk with the details of the item and the competing price, and we will review your request. If you are a member and choose to purchase the item from us we will provide a £10 voucher to spend on your next shop. We want you to shop with confidence at MODEFACE, knowing that you are getting the best value for your money.
  • What makes Modeface different from Secret Sales, Lyst, Farfetch and other luxury marketplaces?
    We are an independent online designer outlet and retailer not a marketplace, when you make a purchase, you are buying the item directly from us and not a third party seller or shop, like when you shop on Lyst, Farfetch or Secret Sales for example. We ship designer items directly from Italy and other parts of Europe to you, and as an independent Company, we can reward our customers with amazing prices and offers that you are unlikely to be able to find elsewhere. When shopping in the UK and EU there are no additional taxes, duties or shipping fees added at checkout. The price you see is the price you pay for delivery to your door. Be cautious when shopping on luxury market places as custom duties are often left for the customer to pay prior to delivery, or are added on at checkout with the tax, bumping up the price dramatically. No additional costs are added on at checkout on any purchase over £75 at Modeface Online Designer Outlet. We are proud to provide clear and transparent pricing.
  • Where can I find your offers and discounts?
    At MODEFACE Online Designer Outlet, we offer various promotions and discounts throughout the year. To be first to hear about our latest offers, we recommend following us on social media. You can also check our website's homepage for any ongoing promotions or sales. Additionally, we offer exclusive discounts to our loyal customers through our MODEFACE Rewards program. Don't miss out on our amazing deals and sign up today.
  • How do I contact you?
    We are always happy to hear from our customers. You can contact us through our contact form on our website or by emailing us at support@modeface.com. We will respond to your inquiry within 24 hours. Additionally, you can also reach out to us on our social media channels such as Facebook and Instagram. We are always available to assist you with any questions or concerns you may have.
  • What is Modebot and how can it help me with my shopping experience on Modeface.co.uk?
    Modebot is an AI Chatbot that is designed to assist you with any questions or concerns you may have while shopping on Modeface.co.uk. It is capable of reading the contents of our website and can provide you with quick and accurate answers to most of your queries. If Modebot is unable to assist you, it will notify us and we will personally help you with your concerns. Furthermore, Modebot is constantly learning and improving its knowledge base, so it will be better equipped to answer your questions in future interactions.
  • Is delivery free?
    Yes, MODEFACE offers free delivery on all orders over £75. We want to make sure that our customers have the best experience shopping with us, which is why we offer this at no extra cost to you.
  • What are your delivery times?
    At MODEFACE, we want to ensure that our customers receive their orders as soon as possible. We deliver to the UK, EU and US using UPS, DHL and FedEx. The average delivery time is estimated 1-3 business days for the EU and 5-7 business days for the rest of the world, following dispatch.
  • Do I have to pay any extra charges for UK delivery?
    No, any additional customs charges for shipments are paid by Modeface, and shipping is free if you spend over £75. We pay all applicable taxes and duties, so the price you see is the price you pay. If you are requested to pay any supplementary charges, please contact us immediately and we will assist you with this matter.
  • Do I have to pay any extra charges receiving a delivery within Europe?
    No, you will not have to pay any extra charges for delivery if you are in the EU or EEA. MODEFACE offers free shipping including tax and duties. The price you see at checkout includes all taxes and duties, so you will not have to worry about any surprise fees upon delivery. We believe in transparency and providing our customers with a seamless shopping experience, which is why we strive to make the ordering and delivery process as straightforward as possible.
  • Will I have to pay any extra charges as a customer based in the US?
    When shipping to the USA (as we also ship some Brands from the US), the customer benefits from a provision called De minimis, which exempts goods under $800 from custom fees. When it comes to shipments of De minimis value (under $800), no duties or taxes are due on the import, so the price you see on the website is the price you pay. If you have any questions or concerns about shipping to the United States, please contact our customer service team for assistance.
  • I am an international customer, will I have to pay tax and duties when shopping at MODEFACE?
    Yes, as an international customer, living outside the UK, Europe and US , you may be subject to pay tax and duties based on your country's import regulations. This means that the price displayed on our website may not reflect the final price you pay, due to additional fees imposed by your country's customs office. It is essential to check with your local customs office to understand the specific duties and taxes you may have to pay before placing an order with us. Please note that we are not responsible for any additional charges or delays that may occur due to customs clearing processes. We recommend that you factor in these extra costs to avoid any surprises once your order arrives.
  • Does MODEFACE offer global shipping?
    Yes, MODEFACE offers worldwide shipping. International customers, outside the UK, EU and US, should note that customs fees and import duties may be applied upon delivery, which are the responsibility of the recipient. MODEFACE is not responsible for any delays caused by customs clearance processes in the destination country. However, we strive to provide accurate tracking information and ensure that orders are delivered as quickly and efficiently as possible. If you have any questions regarding shipping or delivery, please reach out to our customer service team for assistance.
  • Am I provided a tracking number?
    Yes, we only use Fed Ex, UPS and DHL to ensure your parcel arrives safely. You will be advised of your products delivery status and provided a tracking number once the parcel has been processed by the relevant courier for transportation.
  • How can i track my parcel?
    Once your order is processed, we will send you you an email to let you know and provide a link to the delivery company and a tracking number. In your members account , the order also changes its status to fulfilled and you will find the tracking number in the My Orders section. You can also copy the tracking number from their and search for it on the selected delivery company's website.
  • Why isn’t my tracking number working?
    After a shipping label is created, the tracking information is unavailable in the first few hours. Please recheck your tracking number a little bit later.
  • How do I become a member of MODEFACE?
    Becoming a member of MODEFACE is easy and free! Simply click on the "Membership" widget at the bottom of the homepage and provide your name and email. You will then receive a confirmation email and be able to access exclusive member benefits, such as rewards cash back on purchases and and special discounts. Don't miss out on the perks of being a MODEFACE member.
  • Is membership free?
    Yes, membership at MODEFACE is completely free. Simply create an account by providing your email address and basic information. As a member, you will have access to exclusive deals and offers, as well as the ability to save your favorite items and track your orders. Sign up today and start enjoying all the benefits of being a MODEFACE member
  • Why should I add items to my Wishlist as a member?
    Adding items to your wishlist on MODEFACE is a great way to keep track of your favourite fashion pieces and plan your future purchases. As a member, your wishlist will be saved and easily accessible whenever you log in to your account. Additionally, we offer exclusive deals and promotions for members, if you choose to share it with support@modeface.co.uk we can offer you personalised offers on items you love. Plus, you can share your wishlist with friends and family to make gift-giving a breeze. So go ahead and start building your dream wardrobe on MODEFACE by adding items to your wishlist today.
  • How does your reward scheme work?
    Rewards are only redeemable if you are a member and have signed up for our free rewards scheme 'modecoin'. You may receive rewards for signing up, referrals, purchases and more dependent on the offers MODEFACE has running at the time. Please click on the sign up link to check out our current rewards scheme. Coins that you have earned will be able to be used at the checkout when you make a purchase. ​
  • Do you accept returns?
    Yes, We offer a simple 14-day return policy from the day the package is delivered. If you wish to return an item please complete the returns form that can be found here: https://www.modeface.co.uk/delivery Please refer to our terms and conditions for full details. https://www.modeface.co.uk/terms-conditions ​ ​
  • What if my item is damaged?
    In the unlikely event of a defect or incorrectly shipped item, the customer must contact Modeface Ltd by completing the returns form found on this page. https://www.modeface.co.uk/delivery within 14 days. The details required include the date of purchase and delivery, description of the damage and photographs of the problem. Following this a return label will be provided to have the defective/wrong item returned. ​
  • How do I return an item?
    At MODEFACE, we want you to love your purchase. If for any reason you are not completely satisfied with your order, you can return it within 14 days from the delivery date for a full refund. To initiate a return, simply complete the returns form found on this page: https://www.modeface.co.uk/delivery. We can supply a link for a shipping label, or provide the returns address for the item and you can make your own shipping arrangements. As these are luxury designer brands we only accept returns with tracking numbers via our trusted delivery partners, DHL, FedEx and UPS. Please ensure the item is in its original condition, unworn, unwashed, and with the original tags attached. Shipping fees for returning an unwanted item are the responsibility of the customer, this enables us to keep our prices low for everybody. If the return is due to a mistake on our part, such as receiving a damaged or incorrect item we will provide the shipping label for you to return the item. If you have any further questions or require assistance with your return, our customer service team is always here to help.
  • Do I pay for returning unwanted items?
    Yes, at MODEFACE, we strive to provide high-quality and sustainable fashion products at amazing prices. In order to maintain this we ask our customers to contribute to the cost of returns for unwanted purchases. However, we do offer free returns for items that are damaged, faulty, or incorrectly shipped. By helping cover the cost associated with returning, processing and restocking unwanted items, we are able to continue to offer free worldwide shipping on orders, whilst maintaining some of the worlds lowest discounted and sale prices. The decision to charge for returns also encourages sustainability and plays a small part in reducing environmental impact. We believe that offering free returns can encourage excessive purchasing and returns, resulting in a larger carbon footprint from transportation and waste. By charging for returns, we aim to encourage our customers to make more thoughtful and intentional purchasing decisions, ultimately reducing the overall environmental impact of our operations. We understand that this policy may be different from other retailers, or some retailers may hide this fact in their small print, but we hope our customers can appreciate how this benefits every single customer by making large savings when making a purchase and helping, in our small way by encouraging responsible consumption. Thank you for your understanding and support in our efforts to make a positive impact on the fashion industry. If you have any questions please get in touch with our responsive customer service team to address any concerns before you make a purchase.
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