Order Support
Clear guidance from checkout to delivery.
Whether you need to review an order detail, request a change or report an arrival concern, ModeAura is here to help you understand the available next steps.
Include your order number and the email address used at checkout whenever you contact us. This helps the team locate the correct order more efficiently.
Before purchase
Ask about accessory details, styling considerations or available product information before placing an order.
After checkout
Request help with an order confirmation, contact detail, delivery address or possible cancellation.
During preparation
Understand the 3–5 business day order preparation period and what to expect before shipping begins.
After delivery
Report a damaged, incorrect, incomplete or unavailable delivery as promptly as possible.
A more useful support request.
Clear order details help our team understand the request without unnecessary back-and-forth. Share only the information relevant to your order and concern.
Identify the order
Provide the order number and the email address used during checkout so the correct purchase can be located.
Describe the request
Explain what you need help with, such as a possible cancellation, address correction, tracking concern or arrival issue.
Add useful context
For visible damage or an incorrect item, include clear photographs of the accessory, packaging and shipping label where relevant.
Wait for next steps
Keep the item and packaging together while the request is reviewed, and wait for instructions before returning or altering anything.
What happens after checkout.
After an order is placed, the submitted details are used to prepare the accessories for shipping. Orders are generally prepared within 3–5 business days.
Confirmation
An order confirmation should be sent to the email address entered during checkout. Review it for item and delivery details.
Preparation
The order enters preparation for shipping. Changes become more difficult once this work has begun.
Shipping update
When shipment information becomes available, it is normally sent using the contact details associated with the order.
Delivery review
After delivery, inspect the package and accessories promptly and keep all packaging if something appears incorrect.
Contact us before preparation advances.
We will review reasonable change requests, but updates and cancellations cannot be guaranteed once an order has entered preparation or shipping.
Plans changed after checkout.
Contact us as soon as possible with your order number. A cancellation may be possible before preparation begins, but cannot be guaranteed after processing activity has started.
A delivery detail needs review.
Send the complete corrected address promptly. Once an order has been handed to a carrier, ModeAura may no longer be able to update the delivery information.
A different accessory is preferred.
Contact us immediately with the requested change. Availability and preparation status determine whether an item adjustment can be considered.
Review the parcel before discarding anything.
If the delivery appears damaged, incomplete or different from your order, keep the accessory, packaging and shipping label together and contact ModeAura promptly.
- Photograph the unopened parcel when exterior damage is visible.
- Check the packing materials and all compartments before reporting an item as missing.
- Photograph the accessory, packaging and shipping label when the wrong item arrives.
- Do not clean, repair, wear or alter an item while an arrival concern is being reviewed.
- Contact the team before mailing an item or disposing of damaged packaging.
Useful expectations for order assistance.
Some order details can be reviewed by ModeAura, while other events depend on payment providers, delivery carriers or information entered during checkout.
Order identification
Support may ask for the order number, purchaser email address and relevant item details before discussing or changing an order.
Change availability
A request does not guarantee a change. Once preparation or shipping has begun, the original order details may no longer be editable.
Payment information
Never send a full card number, password or security code by email or through a support message. These details are not needed for routine order assistance.
Carrier activity
Tracking events and final delivery timing are updated by the carrier. Short pauses between scans can occur while a parcel moves through the network.
Delivered status
If tracking shows delivered but the parcel is not visible, check the immediate delivery area, household members and any location normally used for parcels before contacting support.
Return instructions
Do not mail an item to the business correspondence address unless ModeAura has specifically provided that address as part of written return instructions.
Before contacting the team.
These answers cover common order situations. Contact ModeAura when you need help with the details of a specific purchase.
I did not receive an order confirmation. What should I do?
Check spam, promotions and other filtered folders for messages related to ModeAura. Confirm that the payment attempt completed, then contact us with your name, approximate order time and the email address used at checkout.
Can I change or cancel my order?
Contact us as soon as possible with your order number and requested change. We will review the preparation status, but changes and cancellations cannot be guaranteed after processing has begun.
I entered the wrong delivery address. Can it be corrected?
Send the complete corrected address immediately. An update may be possible before shipping, but ModeAura may be unable to change the address once the order has entered carrier processing.
When will my order be prepared for shipping?
Orders are generally prepared within 3–5 business days. Transit time begins after the order has been prepared and accepted by the delivery carrier.
Why has my tracking information not changed?
Tracking may pause between carrier scans or while a parcel moves between facilities. Allow time for the next update, then contact us if the information remains unchanged for an unusual period.
Tracking says delivered, but I cannot find the parcel.
Check the delivery area, mailbox, building reception, household members and nearby secure locations. If the parcel remains unavailable, contact the carrier and ModeAura with the order and tracking details.
What should I do if the wrong item arrived?
Keep the item unused and retain all packaging. Contact ModeAura with your order number and clear photographs of the accessory, packaging and shipping label before sending anything back.
What should I do if an accessory arrives damaged?
Photograph the parcel and item, retain all packaging and contact us promptly. Do not wear, clean, repair or dispose of the accessory while the concern is being reviewed.
Tell us what your order needs.
Share your order number, checkout email and a concise description of the request. For arrival concerns, include clear photographs and keep the accessory and packaging available until the review is complete.