Frequently Asked Questions (FAQ)
About Us
Q: What does your company do?
A: We are an e-commerce platform specializing in curated shoe retail , committed to providing customers with choices that combine style, quality, and value . Our current product range primarily includes men’s and women’s shoes, as well as wallets and belts. As we grow, we will also explore entirely new collections. Each product embodies our meticulous attention to detail and profound understanding of comfort .
Order payment and delivery
Q: How do I place an order?
A: Simply browse our website, select the desired items, add them to your cart, proceed to the checkout page, fill in the required information, and finally choose your payment method to complete your order.
Q: How long does it take for my order to ship?
A: Orders are typically processed and shipped within 48 hours (excluding weekends and holidays). We will send tracking information after shipment. For detailed information on delivery areas, shipping costs, estimated delivery time, and handling of logistics exceptions, please see our Shipping Policy page .
Q: What payment methods can I use?
A: We support a variety of payment methods, including credit cards (Visa, Mastercard, American Express), Apple Pay , etc., to ensure you have a variety of convenient payment options.
Q: Is the payment secure and reliable?
A: All payments are securely processed through Stripe using PCI DSS encryption technology to ensure the safety of your payment information. We do not store your payment card information.
Payment Security Statement : All payments are processed securely through Stripe . We accept the following payment methods: Visa, Mastercard, American Express, Discover, JCB, Diners Club, and Apple Pay. To ensure the security of your payment process, we do not store your payment card information.
Q: What should I do if my payment fails?
A : If you encounter payment failure at checkout, please try the following steps:
- Verify your billing information : Ensure that the billing address, credit card number, due date, and security code (CVV) you entered are correct. Incorrect billing information may result in payment failure.
- Check your account balance and limits : Ensure that your payment account (such as a credit card, debit card, or e-wallet) has sufficient balance and is not exceeding your payment limits.
- Change payment method : If the payment fails, you can try other payment methods (such as changing your credit card or using an e-wallet) .
- Contact your bank or payment provider : If the payment information is correct and the account balance is sufficient, but the payment still cannot be made successfully, it is recommended that you contact your bank or payment service provider to find out if there are any restrictions or reasons preventing the payment.
- Try paying later : Sometimes payment failures may be due to temporary network issues or payment processing delays. You can try completing the payment later .
- Contact Us : If the above methods still cannot solve the problem, or if you need further assistance, please feel free to contact our customer service team, and we will provide you with support as soon as possible.
Delivery area
Q: Do you offer international shipping?
A: Yes, we offer delivery. Currently, we only support delivery to the United States, Canada, Australia, and select European countries/regions. If your country/region is not displayed on the checkout page, delivery is not currently supported. For detailed information on delivery areas, shipping costs, estimated delivery time, and handling of logistical issues, please see our Shipping Policy page .
Delivery time
Q: How long will it take to receive it?
A: Delivery time depends on the shipping method and destination you select at checkout. The following are estimated delivery times (business days, excluding weekends and holidays), and actual delivery times will vary depending on the checkout page and the carrier’s schedule: USA: approximately 3–7 business days; Canada: approximately 5–10 business days; Australia and Europe (some countries/regions): approximately 7–15 business days. For detailed rules regarding delivery areas, shipping costs, optional shipping methods, customs/taxes, and handling of delays and exceptions, please see our Shipping Policy page.
Returns and Exchanges Window
Q: What is the time limit for returns and exchanges ?
A: Please initiate a return or exchange request within 30 days of receiving the item. If more than 30 days have passed, we may be unable to process your return or exchange.
Q: What is the return and exchange policy?
30 days of receiving the item. To ensure the item is resalable, returned items must be unused , unwashed, odorless, stain-free, and undamaged, and retain all tags (if applicable) and original packaging (if applicable). If you use our prepaid return labels, we will deduct $ 10 from the refund amount for the return label fee; if you choose to ship the item back yourself, you will be responsible for the shipping costs (unless it is due to a wrong/missing item or a quality issue with the item). For detailed rules regarding non-returnable situations, refund processing time, and original payment methods, please see our Return and exchange policy page .
How long does it take to get a refund?
Q: How long does it take for the refund to arrive?
A: After the returned goods are inspected and approved, we will initiate the refund within 1–3 business days; bank/payment channels usually take 5–10 business days to arrive . Please see our “Return and Exchange Policy” page .
How to contact customer service
Q: How do I contact customer service?
A: +1 (235) 202-2434 ; info@modearo.com ;
Customer service hours: 24/7 customer support (365 days a year). Contact us for details .
We are at your service 365 days a year and will usually respond to your inquiries within 24-48 hours.
Modify/Cancel Order
Q: Can I modify or cancel my order after placing it?
A: If you need to modify/cancel, please contact us as soon as possible . We will do our best to assist you before the order enters processing/shipping, but success is not guaranteed. If the order has already been shipped, please apply for a return according to our return and exchange policy .
Tariff issues
Q: Do I need to pay customs duties or import taxes?
A: Yes, your order may be affected by local customs policies. Customs duties and import taxes are usually borne by the recipient according to the customs regulations of the destination country. If the checkout page does not explicitly indicate that taxes are included, you will be responsible for paying the relevant fees.
Discounts and promotions
Q: Are there any discounts or promotions?
A: We will launch promotions and discounts from time to time . We recommend subscribing to emails or following announcements for the latest information , and you can unsubscribe at any time .