Moda Operandi FAQs

Holiday Delivery Dates 2019

US Orders

We offer complimentary standard shipping on all orders shipping to a US address. We also offer express shipping for $15.

International Orders

We offer complimentary standard shipping on international orders thatmeet a value threshold (excluding duties, taxes and shipping costs) as outlined below*:

* Excluding Russia

*Excludes taxes, duties, and shipping costs

* First-time orders must be shipped to the billing address associated with the payment method.

* We are unable to accommodate shipment to PO boxes or APO addresses.

To make gift-giving even easier this holiday season, we are pleased to offer an extended return policy. Full-priced orders placed between November 28th, 2019 and December 9th, 2019 can be returned for a refund until January 6, 2020, or 28 days after your order was delivered, whichever is later!

We are unable to make any changes to an existing order once it has been placed. This includes canceling your order, updating an address, updating the size of an item, and/or combining any shipments.

Goods are classified as faulty if they are damaged upon receipt, or if a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If your item arrives damaged, you may return it for a refund by simply requesting a Return Authorization (RA) number within 15 days of the date of delivery.

If your purchase becomes faulty within six months of the purchase date, please contact Client Services at [email protected] for review, including your order number and purchase date, a detailed description of the damage, and photos if applicable.

If an item you have received is damaged, please contact Client Services immediately at [email protected], or call 1 (800) 707-9898 or 1 (212) 729-0984.

If possible, include images of all damage within your inquiry to Client Services, as this will expedite the mitigation process.

Once your return is processed, a refund will be issued to the original payment method or as store credit to your Moda Operandi account. You should see the refund on your bank statement within five (5) business days, depending on your financial institution. Please note we are only able to refund the original card(s) used to place the order. If you used two (2) different cards to purchase a trunkshow item, you will be refunded in the original form of payment.

If your package was shipped to the US or Canada, all sales taxes and duties will be refunded automatically. Outside the US and Canada, customs duties and sales taxes are non-refundable through Moda Operandi. We suggest contacting your local customs bureau directly, as they may be able to assist you in recovering these funds. Please note that Moda Operandi does not refund the cost of outbound shipping.

To process a return and/or print a new return shipping label:

Sign in to your Moda Operandi customer account and select Order History in your Account Center

Click Request Return next to the order containing the item youd like to return

Select the items youre returning and click Submit Request

Attach your pre-paid return shipping label to the original packaging or a UPS-provided box. You can drop the item at any UPS location or schedule a courier to pick up the item from the comfort of your home.

Please note, customers outside the U.S. must include any and all commercial invoices (included with your return label) for items being returned.

For further assistance, please contact Client Services at [email protected] or 1-800-707-9898

Once your return arrives back at our facility, kindly note that it generally takes 48 hours or so to process, upon which you will be notified via email once your return has been successfully completed.

Moda Operandi does not offer a direct exchange at this time. If you are interested in securing an alternative size, simply place a new order and return the original unsuitable item. For assistance with this, please contact Client Services at [email protected], or +1 (800) 707-9898 or +1 (212) 729-0984.

We are pleased to accept timely returns of new and unused products within 28 days from the date that the order was delivered to you for full-priced items, or within 14 days from the date that the order was delivered to you for discounted products or products purchased with a promotion.

Items not eligible for return will be noted as such on the product page.No returns or exchanges will be accepted on the following categories considered Final Sale:

Fine JewelryCustomized itemsVintage itemsBooksHousewaresCosmetics, Skincare, and FragrancesHosiery / LingerieFur coats, vests, gillets, and stolesExotic leathersWedding dressesSpecial Order Items

For further assistance, please contact Client Services at [email protected] or 1 800-707-9898.

For orders shipping within the US, sales tax will be charged at checkout on orders shipping to the states below.

Alabama, California, Colorado, Connecticut, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Utah, Vermont, Washington, Washington D.C., Wisconsin

Within the EU, prices displayed on the website are inclusive of Value Added Tax (VAT). If you are shipping to any other region outside of the US and EU, applicable duties will be charged at checkout. All other non-customs-related local taxes are the customers responsibility, and Moda Operandi is not responsible for reporting or paying additional local taxes to states, such as Use Tax. Taxes and Duties (other than VAT) are calculated on the total merchandise value, after discounts or promotions have been applied. For trunkshow orders, Taxes and Duties will be processed on the second payment.

When shipping to countries outside of the US (see list below), most destinations are delivered on a DDP (Delivery Duty Paid) basis, which means relevant import taxes and duties are calculated at checkout and processed by Moda Operandi once your order ships. If you are shipping on a DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be paid through Moda Operandi. Instead, the shipping carrier will invoice you upon delivery of your merchandise.

DDP COUNTRIES: Albania, Argentina, Australia, Austria, Andorra, Angola, Anguilla, Aruba, Antigua, Belgium, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, Bosnia and Herzegovina, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Burundi, Canada, Cambodia, Cameroon, Canary Islands, Cayman Islands, Central African Republic, Chad, China, Colombia, Congo, Costa Rica, Croatia, Curacao, Cyprus, Chile, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, East Timor, Ecuador, Egypt, El Salvador, Eritrea, Estonia, Ethiopia, Fiji, France, French Guyana, Finland, Germany, Greece, Guernsey, Gabon, Gambia, Ghana, Gibraltar, Grenada, Guadeloupe, Guatemala, Guinea-Equatorial, Guyana, Hong Kong, Hungary, Haiti, Honduras, India, Indonesia, Iceland, Ireland, Israel, Italy, Japan, Jersey, Jamaica, Jordan, Kenya, Korea (South), Kuwait, Latvia, Lesotho, Lithuania, Luxembourg, Lao People's Democratic Republic, Lebanon, Liberia, Libya, Liechtenstein, Macau, Madagascar, Malawi, Maldives, Mali, Martinique, Mauritius, Mayotte, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Namibia, Nevis, New Caledonia, Nicaragua, Niger, Nigeria, Oman, Peru, Philippines, Portugal, Puerto Rico, Pakistan, Panama, Papua New Guinea, Paraguay, Poland, Puerto Rico, Qatar, Reunion, Island Of, Romania, Rwanda, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Senegal, Sierra Leone, Singapore, Slovenia, Slovakia, South Africa, South Sudan, Spain, Sweden, Switzerland, Sri Lanka, St. Barthelemy, St. Eustatius, St. Kitts, St. Lucia, St. Maarten, St. Vincent, Swaziland, Tahiti, Taiwan, Thailand, Turkey, Tanzania, Togo, Trinidad and Tobago, Turks and Caicos, Uganda, United Arab Emirates, United Kingdom, Uruguay, Vanuatu, Vatican City State, Venezuela, Vietnam, Virgin Islands, Zambia, Zimbabwe

DDU COUNTRIES: Afghanistan, Algeria, Armenia, Azerbaijan, American Samoa, Belarus, Cape Verde, Commonwealth no. Mariana Islands, Comoros, Cook Islands, Cote d'lvoire, Djibouti, Falkland Islands, Faroe Islands, Georgia, Greenland, Guam, Guinea-Bissau, Guinea Republic, Iraq, Kazakhstan, Kiribati, Kosovo, Kyrgyzstan, Macedonia, Marshall Islands, Mauritania, Micronesia, Moldova, Naura, Nepal, Netherlands Antilles, Niue, North Macedonia, Palau, Russia, Saint Helena, Saipan, Sao Tome and Principe, Solomon Islands, Somalia, Somaliland, Suriname, Tajikistan, Tonga, Tunisia, Turkmenistan, Tuvalu, Ukraine, Uzbekistan, Western Samoa, Yemen

At this time, Affirm is available only to shoppers residing in the United States who are shipping their items to a US address. Affirm hopes to expand its services to customers outside the U.S. in the future.

An alternative to traditional credit cards, Affirm allows you to pay for Boutique (in-stock) items on modaoperandi.com through flexible financing over a period of time. The short application process requires providing some personal informationeither through the pre-qualify link or at checkout. In most instances, youll receive an immediate decision on your eligibility to purchase the items of your dreams with payments over 3, 6, or 12 months. Affirm only conducts a soft credit check, whichwon'taffect your credit score, and keeps all sensitive information safely encrypted and protected using industry standard security protocols. There are no late or hidden fees, and you will know the exact terms of your loan optionsincluding APR and monthly payment amountsbefore you decide on a plan, so you can select the one that works best for you.

For more information and FAQs about Affirm, click here( https://www.affirm.com/help).

Step 1:After adding items to your shopping bag, proceed to checkout, enter a US shipping address, choose your shipping and packaging options and click Continue.

Step 2: Choose Affirm as your payment method, review your order and click Place Your Order to launch the Affirm pop-up experience.

Step 3:Complete the Affirm application with your name, phone number, email address, date of birth, and the last four digits of your Social Security number.

Once youre approved and checkout is complete, we will process and ship your order within our standard processing times.

Here are the steps in the Affirm loan application process:

Select Pay with Affirm at checkout.Affirm will prompt you to enter a few pieces of information your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.

To ensure that youre the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code.

Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount youre approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest youll pay over the course of the loan.

If you would like to accept Affirms financing offer, click Confirm Loan and youre done.

Going forward, youll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we the merchant complete processing your order.

For more information and FAQs about Affirm, click here( https://www.affirm.com/help).

Affirm can currently only be used for Boutique (Available Now) items. Unfortunately, it is not eligible for Preorder or Trunkshow items at this time.

Yes. For each new order, Affirm may perform an additional "soft" credit check to ensure thatthey'reoffering you the best financing options possible. Because Affirm considers each application for a new loan unique, being approved by Affirm previously doesnt necessarily guarantee approval for subsequent applications. Since this is a soft credit check, however, applying with Affirm will never have an impact on your credit score!

Moda Operandi accepts Credit / Debit cards (Visa, MasterCard, American Express, Discover, JCB) as well as AmazonPay, PayPal, Apple Pay and Affirm.

We can only accept one credit card to place an order. If you have multiple items in an order, you are welcome to place separate orders with different credit cards.

You can make payments in USD, EUR, and GBP. Currencies will be displayed by site preference (US or International), so please ensure that you are shopping from the correct country. To change your default country, simply hover over the selected country in the upper left hand side of the site.

Sign into your account and click "Account Information" then click "Settings" in the upper right hand corner of the site. Select "Payment Methods" to add, delete, or edit your card details. You may also contact us at [email protected] or call 1 (800) 707-9898 or 1 (212) 729-0984 for assistance.

Site Credit can be used for any and all future orders, and it does not expire. Site Credit will be automatically deducted at checkout the next time you shop. Site Credit will also automatically be used towards the balances of any arriving trunkshow orders.

Moda Operandi may offer promotions from time to time, which will be sent through our online Newsletter. Promotional codes must by applied during checkout and have an expiration date and possible transactional restrictions. The expiration date and restrictions can be found in the fine details listed beneath the promotional offer.Only one promotional code may be applied to an order.

Promotions are restricted from use on the following categories: sale, vintage merchandise, watches, fine jewelry, and home products.

Additionally, the following designers are excluded from all promotions:Alexander Mcqueen,Balmain,Bottega Veneta,Ermenegildo Zegna Couture XXX,Givenchy,Miu Miu,Prada,The Row, andZegna Ermenegildo.

Moda Operandi hosts online designer trunkshows, typically spanning two to four weeks, during which you can pre-order the latest fashions straight from the runway. Simply place a deposit at the time of purchase. Once your trunkshow order arrives from the designer, you will be notified that the balance owed will be billed in full, upon which your order will ship directly to you. If you prefer to shop within our Boutique, you will pay in full if the item is available to ship immediately. If the item is part of our preorder offering, you will pay a deposit at the time of purchase and the remaining balance once the item is available and ready to ship.

Moda Operandi hosts online designer trunkshows, typically spanning two to four weeks, during which you can preorder the latest fashions straight from the runway. Simply place a deposit at the time of purchase, which is then sent directly to the designer. Once your trunkshow order arrives from the designer you will be notified that the balance owed will be billed in full. Upon receiving the remaining balance your order will ship directly to you. If you prefer to shop within our Boutique, you will pay in full.

When you decide to purchase from our trunkshows, you are initially charged a deposit at checkout. Once you receive email confirmation that your trunkshow piece has arrived, our system will automatically process the remaining balance within 24 hours.The remaining balance will include any shipping fees, taxes and/or duties (when applicable).

Due to an increase in demand, we are experiencing processing delays. We appreciate your patience and apologize for the inconvenience.

Once your order has shipped, you will receive an email containing your order details and tracking number, which you can use to track your order online. If you are registered with Moda Operandi, you can track the status of your delivery by signing into your account and selecting "My Account", followed by "Orders".

Your tracking number will not activate to show movement until the parcel is scanned in at the first courier-specific sorting facility, generally 24 hours or so after you receive your shipping notification.

Please note:

Before we can ship your order, we may need to confirm some additional details with your card issuer.

Our delivery time starts from the moment an order begins processing and includes a 24 - 48 hour period where your items will be packed and shipped from our warehouse. This can take slightly longer during sale.

Inclement weather conditions and international customs are also not factored into delivery time and may cause delays.

The MO Rewards Program gives Rewards members one point per $1 spent, excluding fees associated with shipping and/or taxes & duties. Your account must be in good standing to receive, and use, points.

For every 1,000 points earned, a $20 reward will be added to your account, which you may apply to your next purchase.The same rule applies to other currencies (with the exception of HKD and CNY). For example, each pound spent in the UK earns 1 point, and 1000 points earned is equivalent to a 20 reward.

Customers shopping in HKD (Hong Kong Dollar) and CNY (Chinese Yuan) will automatically earn 5,000 points for enrolling in the Rewards program. Additionally, clients will earn a 200 HKD or CNY for every 10,000 spent.

Points are awarded when your payment is processed. You will receive points for your deposit payment at the time of purchase and the remaining points when the balance is paid. If your purchase was within the last 30 days, please contact Client Services to inquire about earning Rewards points retroactively.

*You will earn points for the order balance after the redeemed reward is deducted.

*Points can only be used by the account holder and can not be transferred to another account.

*Some specialty items are excluded from earning rewards and additional restrictions may occur at ModaOperandis discretion. Please contact our Client Services Team with specific questions.

All products not eligible to be returned will be noted in the Product Details. No returns or exchanges will be accepted on the following items and sales of the following items are considered Final Sale:

- Vintage items- Fine Jewelry- Customized items- Swimwear- Books- Housewares- Cosmetics, Skincare, and Fragrances- Hosiery / Lingerie- Fur coats, vests, gillets, and stoles- Wedding dresses- Special Order Items

Please note that sale items will be shipped in Standard (eco-friendly) packaging.

Purchases made using site credit and most promotion codes do earn Rewards points, though some promotions may exclude earning points at Moda Operandi's discretion. Please refer to the rules of the promotion or contact our Client Services Team with specific questions.

Moda Operandi insures every package against theft and accidental damage while in transit, until it is delivered to your specified address. Once the package is delivered, we are no longer responsible for your purchased goods. If you are sending this package as a gift, the person who signs for the package confirms receipt and is accountable for the merchandise. If your box is damaged upon arrival, we recommend that you refuse the delivery. Please notify Client Services at [email protected], or 1 (800) 707-9898 or 1 (212) 729-0984 if you have refused a package.

Once you have reached the 1,000-point threshold, you may choose to apply your credit or save it for your next purchase. When applying rewards dollars, the entire rewards dollar balance will apply to your order. However, if your order total is less than your rewards dollar balance, remaining rewards value will stay in your account.

Onceyou'veenrolled in MO Rewards, you will see a section called MO Rewards within your customer Account Center. This section details your points history and current balance.

In rare circumstances, you may have a negative rewards balance. This situation can happen ifyou'vereturned items (reducing your points) and have used previously earned points on a different order. Negative balances will be monitored by Moda Operandi, which reserves the right to remove clients from the program if a negative balance persists.

Points earned from items later returned or cancelled are deducted from your MO Rewards balance. When making a return, you will be refunded the points you redeemed for that purchase.

Your entire point balance will expire 12 months after the last payment was received. If you've made a purchase in the last 12 months, your points are still valid.

Utilize the "Forgot Password" prompt when attempting to sign into your Moda Operandi profile, upon which a password reset link will be sent to the email address on file.

Simply email Client Services at [email protected] to remove your email address from our online Newsletter. You may also click the "Unsubscribe" button at the bottom of each Newsletter email and follow the steps in the prompted window. Please allow 48 hours for your unsubscription request to take effect.

Moda Operandi is the premier online designer retailer that allows you to preorder the latest ready-to-wear fashion, shoes, handbags, accessories, and jewelry months before they are available anywhere else. For those whocan'twait, our in-season boutique offers an expertly curated selection of buy-now, wear-now designer styles.

Designers can occasionally accommodate late order requests once a trunkshow has expired on site. We are happy to contact the brand to ask if they can accept a late order, but it is completely at their discretion.

If a late or special order request is approved, the piece will be Final Sale and not eligible for cancellation or return.

Please contact our Client Services Team at [email protected] or 1 (800) 707-9898 or 1 (212) 729-0984 to discuss your options.

On occasion, designers have to cancel certain styles after the trunkshow has ended due to production reasons. If your order/item(s) have been cancelled, you will be notified immediately and refunded for the full deposit amount to the original method of payment used to place the preorder. Refunds should be reflected on your statement within five (5) business days.

You may only cancel a trunkshow order if the event is still active on site. After a trunkshow has ended, the order may not be cancelled unless the shipment has been unavoidably delayed past the stated estimated delivery window. Any other cancellation requests are at the discretion of Moda Operandi, and may only be refunded as Site Credit.

The estimated delivery window for each particular item will be located on the product page underneath the price of the product. Once you have purchased an item, this information will be reflected in your confirmation email and in your "Order History" on your Moda Operandi account.

Please note that brands don't provide a tighter delivery window until later in the production process. If you have any questions about the delivery window for a specific item, please contact Client Services at [email protected], or call 1 (800) 707-9898 or 1 (212) 729-0984.

After you submit an order, you can update the size of your item only while the trunkshow event is still active. A new order will have to be placed should you wish to make additional changes. Should you require changes to your order, please contact Client Services at [email protected], or 1 (800) 707-9898 or 1 (212) 729-0984 to discuss your options.

We generally do not have item specific measurements for trunkshow pieces, as these items have not yet been produced by the designer. Size and fit details will be recommended and listed on the product page in accordance with the information provided by the designer.

You may also utilize our True Fit tool within Boutique items, which is located above "Add to Bag" on the product page. True Fit compares the designer measurements with your normal size from other designers to suggest the best fit option for you.

Additionally, you may click on "View Size Chart" on each Moda Operandi product page for help with size conversion. As sizes do vary between designers, please contact Client Services for additional help with your size and fit needs at [email protected] or 1 (800) 707-9898 or 1 (212) 729-0984.

Sign into your Moda Operandi account and click on "Edit" in the "Settings" section of your account center. If you need help changing your email or password, please contact Client Servicesat [email protected] or call us at 1 (800) 707-9898 or 1 (212) 729-0984

All items purchased through Moda Operandi are guaranteed as 100% authentic, including both ready-to-wear and vintage pieces.

The estimated delivery window for preorder pieces is located on the product page. This delivery window is provided directly by the designer based on when they expect to be able to fulfill your order. We generally are not able to provide a more specific date of delivery unless by special request.

Simply register for our online Newsletter to receive notifications on our latest trunkshows and other Moda Operandi news. We feature at least one new trunkshow event per day, which generally begins at 7:00AM EST. Additionally, upcoming trunkshow features will be listed at the bottom of the trunkshow homepage. If you are interested in a particular designer or specific look, you may contact our Client Services Team at [email protected].

For any additional questions, please feel free to reach out to our Client Services Team at [email protected] or at1 (800) 707-9898 or 1 (212) 729-0984.

Kindly note that all email and phone correspondence is recorded and monitored for quality assurance purposes.