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 Thursday 8am – 5:30 pm (GMT). Friday 8am - 4pm. Saturdays, Sundays and Bank holidays are closed. 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 email@example.com, or write to us at TLG Brands Online, Mill House, Unit 2 Eelmoor Road, Farnborough, Hampshire, GU14 7QN, UK. Please note we are closed on Easter Sunday, Christmas Day and New Years Day.
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 firstname.lastname@example.org 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 new 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 Stripe.
It is safe to use my credit/debit card on Modalu.com?
Yes. We process all credit/debit card transactions using Stripe. 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 Thursday, from 9am to 5:30 pm GMT and until 4pm on Friday. We are closed on Saturdays, Sundays and UK Bank Holidays.
Our Customer Services department is closed on Easter Day, Christmas Day and Boxing Day but will respond to all enquiries upon re-opening.
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?
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 5:30 pm GMT. We are closed on Saturdays, Sundays and UK Bank holidays. Alternatively, email email@example.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 firstname.lastname@example.org and they will assist you.
Why is Modalu London now called Modalu England?
At Modalu we’ve always been synonymous with quality, craftsmanship and attention to every detail. Every bag we make is expertly crafted using the finest quality materials and finished to the very highest standards. It’s what our customers, the world over, expect from us and we take meeting those expectations very seriously. Today, Modalu is growing, and extending our reach deeper into global markets. As we do this, we felt the need to underline our uniquely English heritage in a way that will resonate with our existing customers at home and abroad, as well as new customers in new markets. So, we’ve added a sense of place to our quality proposition, rooting our brand DNA in England’s distinctive design heritage. Our new brand name is Modalu England, chosen to reflect our timeless values and dedication to an unrivaled craftsmanship that’s synonymous with English heritage, as recognised around the world.
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.
Where are Modalu bags made?
The majority of Modalu bags and purses are made in India. We spend a lot of time sourcing the best materials and we have strong, established and loyal relationships with our manufacturers, ensuring that we provide our customers with the highest quality possible. However we have recently added our Made In England collection, which are hand crafted in Somerset, England.
Where can I buy Modalu bags?
You buy Modalu handbags and purses in a number of different ways. You can buy the full collection, as well as exclusive styles, on our website www.modalu.com. We ship worldwide. Alternatively, we have a number of stockists that sell a selection of our handbags and purses.
What is the Pippa bag?
The Pippa medium grab bag is our best selling bag. This iconic style is a must have handbag and is loved by women all over the world. Our iconic bag is made from butter soft leather and it is available in a variety of colours, from tonal tan to vibrant fuschia pink. It has 3 compartments and multiple zip pockets allowing you to stay organised. We have recently introduced new styles into the Pippa collection, including a small grab and a shoulder bag. Click here to see the latest Pippa collection.
How do I clean my Modalu bag?
If you have a build up of dust or surface dirt on your Modalu handbag or purse, simply wipe the bag with a soft, slightly damp cloth. Don't wash it with water or any other chemical; just gently wipe it off. If you spill something on your Modalu handbag or purse, wipe up any excess liquid immediately with a clean cloth or sponge. If needed, wipe down the bag with clean lukewarm water and let the leather air dry. We recommend you don’t use leather creams on Modalu products as it may cause colour discolouration in the leather due to the cream containing heavy chemicals. It is best to keep any leather out of direct heat and sunlight to protect the skin and preventing it drying out which may cause discolouration and could make the leather stiff.
How to wear the Pippa bag
The Pippa bag comes with handles that are the perfect length to be worn on your shoulder, or held as a grab bag. Certain Pippa bags come with a detachable shoulder
strap and this can be attached diagonally across the bag using the circular rings at the bottom of the handles.
How do you pronounce Modalu?
Modalu is pronounced Mo-Der-Lu.
How much does a Modalu bag cost?
Our handbags vary in price, depending on the size, shape and material used. Our main collection is made from the world’s most luxurious leathers and we use the finest craftsmanship to create our products.
Do you ship worldwide?
If you buy through our official website www.modalu.com we will ship your order worldwide. We charge £15 for worldwide delivery and you can expect your order to arrive with 5 working days.
What is Price Match?
From time to time we will price match selected products to ensure you receive the best price.
How do I spot a counterfeit Modalu bag?
We try very hard to ensure that our original designs are protected from counterfeit copies. The safest way to ensure that you are buying a genuine Modalu handbag or purse is to buy it though our official website www.modalu.com or through one of our approved stockists.
What is the bag that comes with my Modalu order for?
Certain Modalu bags come with a branded cotton dust bag. This is to protect your Modalu bag when you are not using it. We advise that you store your Modalu purchase in this cotton bag to keep it in its best condition.