SHIPPING
We take great care packaging every item to ensure safe shipment to you. We charge a postage fee only to cover our costs of materials and labour. Once your order has been processed and we have received cleared payment, your item will be dispatched WITHIN 1 WORKING DAY. Please allow extra time if you are paying by cheque.
PAYMENT
Please make all cheques payable to: Moda Fashion. Postal orders, paypal and bank transfers accepted.
You can contact us with any queries via the eBay messaging system, and we will get back to you within 48hrs (Monday - Friday). Or you can telephone us on 0207 281 8767 for urgent enquiries.
FAQ'S
Frocks n' Fashion – Q & A
Please see the list below for the answers to your enquiry. If you are unable to find the answer below then please message us through eBay and we will try to get back to you within 48hrs. Please note that messages are dealt with from Monday -Friday from 9am -2pm. Any messages sent on Friday after 2pm to Sunday, will be picked up on Monday morning.
PLEASE ALSO NOTE THAT MESSAGES SENT TO OUR HOTMAIL ACCOUNT ARE NOT CHECKED REGULARLY, SO TO ENSURE A PROMPT RESPONSE PLEASE MESSAGE US THROUGH EBAY. THANKS
How soon after purchase will you post my order?
We post all items upon receipt of payment within 48hrs Monday –Friday. We cannot post on the weekend so if you make a purchase and pay on Friday afternoon, Saturday or Sunday your order will be prepared for postage on Monday.
How soon will I receive my order?
We post daily (apart from the weekends), so please allow up to 7 days for delivery in the UK. (International will take longer).
I haven’t received my order yet
Please allow up to 7 days for delivery (UK) in case there is a delay with royal mail, and ensure that they have not attempted delivery of your package (i.e. left a card for you to collect it from them). If you still don't receive your item, please message us through eBay and we will investigate/repost your item.
I need the item urgently
We do offer a next day deliveryservice on most our items to UK addresses only. If you require this service please select it in the listing from the drop down menu. You can also message us through eBay before you pay so that we can add it to your invoice. It’s really helpful if you can put ‘Next Day Delivery’ in the title of the message so that we can pick up your request more quickly.
What is your refund policy?
All ‘buy now’ items are refundable (less the 10% listing/restock/handling fee and P+P). Auction items are non-refundable but we are happy to offer exchanges and credit vouchers on auction items.
What if I change my mind once I’ve received an auction item, can I get a refund?
Unfortunately all auction items are non-refundable, but if you are not satisfied with your purchase we will happily exchange it for you or offer you a credit voucher on receipt of your return.
How do I use the credit voucher number, and how long is it valid for?
Your credit voucher will be issued within 3 days of receipt of your return and is valid for 18 months from the issue date. You can redeem it against any buy now, or auction item (auction items require you to pay the extra 10% of the final price to cover the selling charge). Once you have selected your item please message us through eBay quoting your voucher number and email address and we will send you the adjusted invoice/money request thorough paypal, if you have a paypal account.
What is your returns policy?
You are welcome to return your unused item as long as you contact us through eBay within 3 days of receiving your item and return it to us within 7 days (UK buyers)/14 days (International buyers) of receipt. Unfortunately we are unable to accept items returned after that period.
Where do I send it to?
All returns need to be posted as recorded delivery to: Moda Fashion, 1 Thane Villas, Unit 213 Regent Studio, London N7 7PH. Please also ensure that you have completed the returns form on the back of your invoice so that we can deal with your request without delay.
Can I change the size and colour of the item I bid on before you post it to me?
Unfortunately we are unable to change the colour/or size of your order once you've won it on eBay, so please ensure you only bid on or buy the item that you want in the correct size and colour. You can check in our shop ‘Frocks -n-Fashion’ for the actual item that you want to purchase.
I've bought more than one item, can I get a discount?
Postage discount is available on request.
Do you combine invoices?
Yes, as long as the items are all bought and paid for within a ten day period. Please request this immediately after winning your last item. Please do not pay before requesting the combined invoice.
Can you post it to a different address?
This is not possible as eBay policy says that we should only post to the address you have registered with them. In the event that you have changed address and have not yet registered this with eBay, you will need to make the address change in eBay before you pay.
Your sizes seem small
Sizes do vary depending on manufacturers but to help you choose which size you need we have stated the measurements in all of our listings. Sometimes those measurements are given (in inches) for the garment laid flat i.e. bust -15”, waist -12”, hips- 16” , so the figures will have to be doubled to get the true size (30”, 24”, 32”). Where there are no measurements given please message us and we’ll get back to you within 48hrs with the measurements you require
Can I exchange my item?
Yes we can exchange your unused item for you as long as we have the requested item in stock. Please complete the returns form on the back of your invoice and ensure you have included your P+P cost so that we can send your exchange straight away.
I forgot to include the P+P cost for my exchange in the package I sent back
Your return will be dealt with more quickly if you include your P+P cost with your return, however you can pay this via paypal. You will need to use the send money option. Please insert: andrewsmith2000@hotmail.com in the recipient box, select that payment is for a service, and then add in the amount (usually £2.99 for one item – if you have more that one item or a heavier item, you will need to request the amount from us).
You haven’t left me feedback
We always leave our customers positive feedback, so please be patient as we do this every few weeks.
What can I do if the item is faulty?
All our items are brand new and quality checked before posting, so in the rare event that you are sent a faulty item please notify us immediately through eBay. We will require you to send it back to us with an explanation of the problem on the returns form. Faulty items will be replaced and P+P refunded to you as soon as we receive the item back.
I would like to speak to someone about my order
Please contact us on 0207 281 8767 with urgent enquiries. Please leave a message on the automated system and we will call you back within 24hrs.
You’ve asked me to leave feedback but I’m not happy with my purchase
We appreciate any constructive feedback about our items, as this helps us tailor our customer’s needs. We ask that if you are in any way unhappy with your item, please contact us before you leave any neutral or negative feedback, as we will make it our priority to sort out any problems. This is a family run business and your feedback can really make a difference to us, so please be kind enough to give us the opportunity to sort it out first.
I live abroad and don't have a paypal account. How can I pay for the item I've won?
Unfortunately we can only accept paypal from oversees customers at the moment.
What other payment methods do you accept?
UK – postal order, cheque, and Paypal.
Can I phone you and give my credit card details for you to take payment?
Unfortunately we do not accept this method of payment at the moment.
RETURNS POLICY
AUCTION ITEMS:
REFUNDS:
PLEASE NOTE THERE ARE NO REFUNDS ON AUCTION ITEMS SO PLEASE ASK AS MANY QUESTIONS AS NEEDED. ALL BUY NOW ITEMS ARE REFUNDABLE (less postage and 10% restocking/handling fee per item). Returns must be received within 10 days of you receiving the item (14 days for international buyers). Items must be returned in the exact condition as received i.e. all tags in place no make up, perfume and smoke free.
When returning items please use a trackable posting method – preferably recorded delivery.
Please note:
We won't be able to refund the item until we have received the parcel back and it has been inspected by our returns department. All returns will be processed within 10 working days.
We won't be able to refund the item if the item is lost in the post. Genuinely faulty goods will be replaced , however we must be advised of any faulty goods upon receipt of the item. It is the customers responsibility to pay for and ship the item back to us. If the item is found to be faulty, we will refund the postage cost.
