If you have a question about our website or products here are some Frequently Asked Questions that we have answered.
Do you deliver outside of Europe?
Yes we offer worldwide delivery to a number of destinations. Click here to find out more about our delivery options.
How do I contact your customer services department?
Our customer services team can be contacted from Monday to Friday 9am – 11pm (GMT) and Saturday - Sunday 9am - 6pm (GMT) on the following telephone number +44 (0)1252 533 561. If we are not in the office when you call please leave a message on our answer phone and we will call you back within 24 hours. Alternatively, you can email the team at enquiries@modalu.com, or write to us at TLG Brands Online, Mill House, Unit 2 Eelmoor Road, Farnborough, Hampshire, GU14 7QN, UK.
How do I find a specific item?
We have a number of ways to help you find the item you are looking for. If you know the name of the bag or its product code, then simply enter this into the search box at the top of our homepage. If we have the product on the website then this box will take you straight through to your product. If you cannot find your choice via the search bag, because you don’t know the name of it or the style code, then why not use our search filters on the side of the shop page. Here, you can view items by colour, style and price. If you are still struggling to find the bag you are looking for then please get in touch with our customer services team by emailing enquiries@modalu.com or by calling +44 (0)1252 533 561.
How will I know if an item is out of stock?
If the item you are looking for is out of stock it will show as out of stock on the product page. We sometimes get more stock of a product so click on the Notify Me button and enter your email address. This way we can email you as soon we get more stock in.
Can I add a new item to an existing order?
Unfortunately once your order has been confirmed via email you cannot add a new item to your order. You will have to place a separate order.
What payment methods do you accept?
We accept the following credit/debit cards: MasterCard, Maestro, Switch, Visa, Visa Debit and Visa Electron. All payments are securely processed through Sagepay.
It is safe to use my credit/debit card on Modalu.com?
Yes. We process all credit/debit card transactions using Sagepay. We are completely PCI compliant and we encrypt all sensitive data supplied to us so that it cannot be accessed by anyone once you have supplied it to us, making your data 100% secure.
Can I order by phone?
Unfortunately for security reasons we do not take orders over the phone. This is to protect your credit card details and to ensure that all orders are processed in a secure payment environment.
When will I receive my order?
If you requested UK Next Day delivery before 3pm your order will be with you by the end of the next working day (unless you have been contacted by a member of our customer services team and informed of a delay due to unforeseen circumstances). Please note that orders placed after 3pm on a Thursday will not be delivered until the following Monday. Orders placed after 3pm on a Friday will not be delivered until the following Tuesday.
If you requested standard UK delivery you can expect your order in 3-5 working days
For European delivery please allow 3-7 working days for delivery
For Worldwide delivery please allow 3-7 working days for delivery
What are your opening hours?
Our customer services team are available Monday to Friday, from 8am to 11pm BST, and Saturday to Sunday from 9am to 6pm BST.
What countries do you ship to?
Please click here to see a full list of countries that we ship to
Can I amend my shipping address once my order has been dispatched?
Once an order has been dispatched from our warehouse you cannot change the shipping address.
Do you offer same day delivery in London?
Unfortunately at this moment in time the fastest delivery method we offer is Next Day delivery. Place your order by 3pm to ensure you receive your order the following day (Monday – Thursday, next day deliveries are not delivered on a Saturday)
Do you ship to multiple to addresses?
We cannot split an order to be delivered to multiple addresses. We can however deliver to a different address from that of your billing address.
Is my personal information kept private?
Yes all your private data is encrypted and securely stored as per PCI compliance rules. Please refer to our privacy policy for more details
Can I track my order?
If you wish to track your order please call our customer services team on +44 (0)1252 533 561 Monday to Friday, 9am to 5pm BST, or email enquiries@modalu.com with your order number.
I live outside the EU, do I pay VAT?
Whilst all of our non-EU orders are zero-rated for VAT, the web price is the same as we subsidize the additional admin costs associated with export sales.
Will I need to pay customs duty on my bag order?
Each country has different rules, so we would advise that you contact your local postal service to find out more about the costs in your country. Our shipping costs do not include any customs or import duties.
What packaging will my order be in?
Your order will be securely packaged in a white cardboard box.
How do I return or exchange an item?
Please click here to find out how to return or exchange an item
What if my item arrives faulty?
In the unlikely event that your item arrives faulty please call our customer services team on +44 (0)1252 533 561 or email them at enquiries@modalu.com and they will assist you.
How do I sign up to the Modalu newsletter?
On the homepage there is a newsletter sign up box. Please enter your email address in here to receive our email newsletters.