Frequently Asked Questions (FAQ)

Shipping

How long is the delivery time?

5-8 business days (Standard Shipping)

Do I have to pay for shipping?

Free Standard Shipping all over Australia.

What if I’m not at home for the delivery?

Our courier will attempt delivery twice. If you are not available, the package will be sent to a pick-up location and a notification will be left for collection.

I entered the wrong delivery address, what should I do?

Please contact us immediately at Email:Support@modera-melbourne.com so we can update your address. We cannot guarantee changes if the order has already been processed.

What should I do if my order does not arrive on time?

Contact our customer service team at Email:Support@modera-melbourne.com, and we will check the order status for you.

For full details, check our Shipping Policy.

Returns & Refunds

How can I return a product?

You can initiate a return by contacting us first at Email:Support@modera-melbourne.com

What is your return policy?

  • You can return your order within 30 days of receiving it.
  • Items must be unused, in their original condition and packaging.
  • The customer is responsible for return shipping costs unless the item is defective.

How long does it take for my return to be processed?

Once we receive the returned item in good condition, we will process your refund within 7 business days.

For full details, check our Return & Refund Policy.

Payments

What payment methods do you accept?

We accept the following payment options:

  • Visa
  • MasterCard
  • Maestro
  • American Express
  • Apple Pay
  • Google Pay
  • UnionPay
  • PayPal

Is my payment secure?

Yes! We use 128-bit SSL encryption to protect your payment details. We do not store your credit card information after payment.

Can I receive an invoice for my order?

Yes. Contact us at Email:Support@modera-melbourne.com with your order details, and we will send your invoice within 72 hours.

For full details, check our Payment Policy.

Warranty

Do your products come with a warranty?

Yes! We offer a one-year warranty on all our products, covering manufacturing and material defects.

What is not covered under warranty?

Normal wear and tear, misuse, or accidental damage.

How can I file a warranty claim?

Contact us at Email:Support@modera-melbourne.com with your order number, a description of the issue, and photos of the defect.

For full details, check our Warranty Policy.

Customer Support

How can I contact customer service?

📧Email:Support@modera-melbourne.com

📞Phone:+61 480 008 094

When is customer service available?

🕘Monday to Friday: 09:00 - 17:00

🕙Saturday: 10:00 - 16:00

⏳Sunday: Closed