RETURN POLICY

Cancellations and Modifications

Our cancellation and modification policy permits changes within 24 hours of placing the order. Upon receiving your order confirmation, we promptly initiate the production of your custom handmade items.

 

Size Exchange Offer

We offer one complimentary size exchange per customer*! Just reach out to us via our Contact Us page or email at support@modernshock.com  within 14 days of your order being marked as delivered and we’ll happily arrange the exchange for you.

Once we accept your exchange request, we'll email you with the instructions on how to proceed with returning your item/s. Once your item/s have been received and confirmed they are in their original condition, we'll place a new order with the requested size. As with a regular order you'll receive, confirmation and tracking info via email.

* Free exchange refers to the cost of the new size and standard shipping of the new pair only.  You are responsible for all return shipping costs, and they are non-refundable. Any upgraded shipping costs paid on the original order are non-refundable.

To continue offering free delivery of all orders, customers must bear all costs related to their order returns/exchanges except for items received damaged/incorrect orders or other cases where required by law.

Exchanges must be initiated within 14 days of your order being marked as delivered and postmarked within 14 days of your order being marked as delivered. Items must be returned in their original box, in original condition, and wrapped to prevent damage during transit. Exchanged purchases must be in their original box, in original condition, and unworn (shoes can be tried on for size).  and wrapped to prevent damage during transit. This offer is valid for one use per customer. 

 

Satisfaction Guaranteed or get your money back!

We are so certain that you'll love your Modern Shock item/s, that we offer satisfaction guaranteed or get your money back*! If for any reason you aren't pleased with your item/s once you have received them, just contact us via our Contact Us page or email at support@modernshock.com within 14 days of your order being marked as delivered and let us know that you would like to return them.

Once we approve your return request, we'll email you with instructions on how to proceed with your return. Once we've received your item/s and confirmed they're in their original condition, we will process your refund back to your original form of payment.

To continue offering free delivery of all orders, customers must bear all costs related to their order returns/exchanges except for items received damaged/incorrect orders or other cases where required by law. Unfortunately, any upgraded shipping costs paid on the original order are non-refundable.

Exchanges must be initiated within 14 days of your order being marked as delivered and postmarked within 14 days of your order being marked delivered. Items must be returned in their original box, in original condition, and wrapped to prevent damage during transit. Exchanged purchases must be in their original box, in original condition, and unworn (shoes can be tried on for size).  and wrapped to prevent damage during transit. This offer is valid for one use per customer

 

Damaged or Defective Items

We pride ourselves on providing great quality products and are confident that you will love your Modern Shock item/s. However, we're realistic, and we understand that sometimes inadvertently mistakes happen. If you receive an item that you believe is damaged and/or defective, please contact us immediately via our Contact Us page or email at support@modernshock.com with photo proof of the damage and/or issue so that we can provide you with a resolution you'll be happy with.

Once we have confirmed that the item is indeed damaged or defective, we’ll happily arrange the shipment of a replacement at no additional cost to you. 

* Items that are damaged by the customer, such as by not following care instructions, won't be accepted for returns.

 

Incorrect Sizing / Design Sent

In the unfortunate event that an error is made and you receive an item that isn't the size or design that you ordered, please contact us via our Contact Us page or email at support@modernshock.com . and we’ll happily arrange an exchange at no additional cost to you. 

 

Shipping Delays

Current world issues have had a serious impact on international air shipments and deliveries; therefore, we can’t guarantee shipping timeframes for your order. Please understand that shipping delays are beyond of our control, and we’re unable to speed up delayed deliveries and kindly ask for your patience. 

No refunds will be provided for items that haven’t been received due to delayed shipments, or packages in transit. If, however, investigations reveal that your items were lost in transit, you will be provided with a complimentary replacement.

 

Fraudulent Chargebacks / Cyber Shoplifting

We sincerely love to make our customers happy, and always do everything we can to ensure they are satisfied with their Modern Shock purchases. That said, we are aware of a troubling new trend of fraudulent chargebacks towards innocent businesses from customers who are either dishonest people trying to get items for free, or impatient customers who are blaming sellers for delayed shipping times that are beyond the sellers' control. 

Fraudulent chargebacks are extremely harmful to small businesses and negatively affect the hardworking families behind those businesses. It is on the same level as shoplifting, only more often than not the seller's insurance will not cover these losses so the impact on the business can be devastating.

Although we wish we didn't have to address this problem, due to the rise in inappropriate chargebacks affecting small businesses we need to be clear, delayed shipping is not a valid reason to file a chargeback, and any chargebacks made for this, or any other inappropriate motive will be considered fraudulent and fought with evidence and you will no longer have the possibility to make future purchases with our store. If necessary and appropriate, a police report will be filed against any customer involved in making fraudulent claims.

If you have a genuine issue, please reach out to us before considering filing a chargeback as we have always, and will always, go out of our way to ensure that our customers are satisfied.

 

Refund and Exchange Terms and Conditions

To start the return/exchange process, please contact us via our Contact Us page  or email at support@modernshock.com

All refunds or exchanges must be initiated within 14 days of your item/s being marked as delivered. Once you have made contact, we will provide you with instructions on how to return your package. Please ensure your item/s shipped back and postmarked within 14 days of your order being marked as delivered. Items sent back to us without our approval/ consent for a return or exchange will not be accepted.

To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn and unused, clean, and free of animal hair, and in its original packaging (where applicable). 

If you have any questions, comments, or concerns please feel free to contact us at  support@modernshock.com 💜