RETURNS

WHAT IS YOUR RETURNS POLICY?

* Items must be returned within 14 days of receipt.
* Items must be unworn and unwashed.
* Masks cannot be returned for health and hygiene reasons.
* Beauty products, piercings and accessories cannot be returned for hygiene reasons.
* Items must have all tags attached.


HOW LONG DO I HAVE TO RETURN AN ITEM?
For you are able to return unsuitable items within 14 days of receipt. For all international customers, please return unsuitable items within 28 days of receiving your parcels. Please return unsuitable items in their original packaging.


HOW DO I RETURN AN ITEM?
How unfortunate! If you would like to return an item please reach out to our merchandise provider, Modular Merch, at customerservice@modularmerch.com

Please make sure that the item/s are:

* Returned within 14 days of receipt.
* Unworn and unwashed.
* With all tags attached.

Keep your receipt of postage safe as you will need this as your proof of return.


HOW MUCH DOES IT COST TO RETURN AN ITEM?
If you wish to return your items we are unfortunately not able to provide you a free return label.
Returns must be made at your own cost.
Keep your receipt of postage safe as you will need this as your proof of return.


WHAT DO I DO IF MY PRODUCT IS FAULTY?
Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number by email to customerservice@modularmerch.com.


HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We aim to process and refund your return ASAP, but on occasions it may take up to 7 days for your return to be processed and a further 7 days for the refund to reach your account.
Please check your account as the refund will show under Ellum Audio, and may show on the date of your original purchase.
If you haven't received a refund and it has been more than 14 days (30 days international) since you posted your returns then please contact us customerservice@modularmerch.com with a picture of your proof of postage receipt.


HOW CAN I TRACK THE STATUS OF MY RETURN?
As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.


DO YOU REFUND THE DELIVERY CHARGE?
Unfortunately we do not refund postage/shipping charges on any orders.


CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.


THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
 
Email us: customerservice@modularmerch.com
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps in the section above labelled HOW DO I RETURN AN ITEM? You will then receive a full refund as per the policy above.


CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?
You sure can! Please include both advice notes for each order to help us speed up the process of your return. If you’ve misplaced your advice note, please include a note in with the order numbers and the relevant items you’re returning.