Customer Care


FAQs

HOW DO I MAKE A PURCHASE?

You can make a purchase by clicking on a product of your choice, selecting your size and quantity, and then clicking ADD TO BAG. MY BAG is located in the top right of your browser. MY BAG will update with the number of products you click to purchase.

When you have finished browsing and are ready to Checkout, click on MY BAG and then click on the CHECKOUT button located at the bottom of the drop-down. You will be taken to MY BAG, which is a comprehensive listing of your selected products, and the estimated total of your order. If you are happy with your selection, click on PROCEED TO CHECKOUT.

On the CHECKOUT page, you will be required to fill in your shipping and billing information if you are a first time customer or choosing to checkout as a guest. Mode Sportif Members details are automatically pre-filled. Once you have filled in your details, and selected your Shipping and Payment options, simply click on CHECKOUT to finalise your Mode Sportif purchase.

If you encounter a problem, please do not hesitate to contact the Mode Services team. You can contact us during business hours Monday- Friday from 9am to 6:00pm AEST via Live Chat or by telephone on +612 9699 1565, or by email at [email protected]

HOW DO I FIND MY SIZE?

Mode Sportif has a detailed size guide listed alongside each product which includes Australian, American, European sizing. There are also detailed fit notes alongside each product from our Mode Styling team. Of course, if you are unsure, please do not hesitate to contact the Mode Services team. You can contact us during business hours Monday- Friday from 9am to 6:00pm AEST, via Live Chat or by telephone on +612 9699 1565, or by email at [email protected].

HOW DO I CONTACT CUSTOMER CARE?

You can contact Mode Sportif during business hours Monday- Friday from 9am to 6:00pm AEST, via Live Chat or by telephone on +612 9331 7222, or by email at [email protected].

CAN I MAKE AN ORDER BY TELEPHONE?

Yes, it is possible to make an order by telephone. Simply call our Mode Services team on +612 9331 7222 Monday- Friday from 9am to 6:00pm AEST. After providing us with the details of the item you wish to purchase as well as your billing information, we will process your order.

DO I NEED TO SET UP AN ACCOUNT TO MAKE AN ORDER?

You can make a purchase at Mode Sportif as a guest without creating an account.

However, by registering with Mode Sportif, you will be entitled to enjoy the below benefits:

  • Free delivery within Australia for all orders over $300 Same day delivery option at a flat fee of $15
  • Exclusive first access to Mode Sportif preview sales
  • Review your purchase history
  • Request a return or exchange directly from your account
  • Add products you are interested in to your Mode Sportif wish list
  • Receive the Mode Sportif weekly newsletter
  • Be the first to receive notifications when new collections and products become available.
  • Become a member of Mode Society and receive newsletters featuring style advice, lifestyle tips and notifications when Mode Sportif receives new arrivals from your favourite designers.
  • Receive notifications when sold out items you are interested in become available again.
  • Fasten the Checkout process by saving your address and credit card details to your profile.


HOW DO I KNOW IF AN ITEM IS IN STOCK?

Most products shown on Mode Sportif are in stock. If a product does not appear in your specific size in the ‘size’ drop down menu, this indicates that the size is not available. Add the product to your wish list to receive a notification if the product becomes available again.

WHAT IF AN ITEM IS OUT OF STOCK?

If the item you are interested in is out of stock, please add to your ‘Wish List’ to receive email updates if the item becomes available again. Alternatively, please do not hesitate to contact the Mode Services team to register your interest either by email at [email protected] or by telephone on +612 9331 7222 Monday- Friday from 9am to 6:00pm (AEST).

WHAT PAYMENT METHODS DOES MODE SPORTIF ACCEPT?

Mode Sportif accept American Express, Visa and Master Card.

I HAVE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?

To re-set your password, Click on FORGOT YOUR PASSWORD. This will take you to a page which will request your email address to reset your password. Once you have submitted your email address, a new password will be sent to your email address.

HOW DO I BOOK A PERSONAL STYLING SESSION?

Mode Sportif provides a one-on-one personal styling session at the Mode Sportif showroom in Sydney, Australia. If you would like to schedule a personal styling appointment with a member of the Mode Services team please do so by email at [email protected] or by telephone on+612 9699 1565 Monday- Friday from 9am to 6:00pm (AEST).

HOW DO I RETURN OR EXCHANGE AN ITEM?

We want to ensure you are completely satisfied with your Mode Sportif purchase. If for any reason you would like to return your items you may do so within 28 days. Please note there are no refunds or exchanges on sale items. A Returns Merchandise Authorisation (RMA) number must be requested within 14 days of receiving your order. You will then have a further 14 days to return unsuitable items.

Please request a Returns Merchandise Authorisation (RMA) number within 14 days of receiving your order. Your returned items must be received by Mode Sportif within 14 days of receiving your RMA number.

A Returns Merchandise Authorisation (RMA) number can be requested online. Mode Sportif members can return via their member account, and guests can return by contacting our Customer Care team during business hours 9am to 6pm AEST on +612 9699 1565 or email [email protected].

You will be sent an email containing your RMA.

All items must be returned in the original Mode Sportif packaging provided, including the shipping carton, along with the RMA number, original receipt and completed return form provided.

Please send your items to Mode Sportif using the shipping label provided. It is your responsibility to obtain proof that the goods have been returned, and to return the goods by registered post or by other such means or carrier of your choice, which gives proof of posting and delivery. The cost of returning goods shall be borne by you.

Mode Sportif will issue a refund to the original card used for purchase within 10 business days of receipt of a return. This refund will include the full value of the items returned, including the relevant taxes, but excluding shipping or return delivery costs.

If you require assistance with a return or exchange please contact our Customer Care team during business hours 9am to 6pm AEST on +612 9699 1565 or email [email protected].

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Mode Sportif will issue a refund to the original card used for purchase within 10 business days of receipt of a return. This refund will include the full value of the items returned, including the relevant taxes, but excluding shipping or return delivery costs.

WHAT ABOUT THE COST OF SHIPPING?

Mode Sportif offers Members free shipping for orders over $300.

Mode Sportif offers Sydney Metro customers a same day delivery service. If this service is available in your area, it will appear as an option in Checkout and is charged at a flat fee of $15.00.

International shipping costs will be quoted on an individual basis.

International delivery costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient.

WHAT ABOUT A RETURN FROM A GIFT CARD?

No returns of gift cards, or exchanges of gift cards for cash.

WHAT IF AN ITEM IS FAULTY?

Where the items fail to be of acceptable quality and the failure does not amount to a major failure, Mode Sportif is entitled to choose between providing you with a repair, replacement or other suitable remedy. Exchange of items is subject to availability. Mode Sportif classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear are not considered to be faulty.

Customs duties and applicable sales taxes are not refundable as specified in the Mode Sportif Shipping & Returns Policy.

WHAT IS THE POLICY ON SIGNING FOR MY ORDER?

Delivery times are 2-3 business days from the time of order within Australia and 7 - 10 days for International orders. A dispatch confirmation email displaying your unique tracking number will be sent so you can track the progress of your delivery for Mode Sportif members, you will be able to track your order via your account.

Please be reminded that courier services are not able to deliver to PO Box addresses. All PO Box addresses provided shall be served using Australia Post. All deliveries are made by registered courier and will require a signature. Should an ATR (Authority to Leave) be stated on the purchase notes by the buyer then the buyer accepts all responsibility for missing packages left by the courier.

For same day delivery orders, it is expected that there is a recipient at the delivery location that is able to sign for goods. If there is no recipient at delivery address, goods will be returned back to Mode Sportif where Mode Sportif will then be in touch with recipient to re-arrange delivery of goods with recipient.

If the delivery is sent in the post and recipient is not home, item will be taken to post office and you will receive an undelivered receipt. You will be responsible to pick up items from Post Office.

IS IT POSSIBLE TO TRACK MY ORDER?

Yes, if you are registered with Mode Sportif you can easily track your order once it is dispatched . Once you have received the tracking details via email, you can check the current status of your shipment via your account.

For Mode Sportif non-members, a tracking number will be sent to your email, where you will be able to track your item through the delivery company.

Alternatively, you can contact our Mode Services team either by email at [email protected] or by telephone on +612 9699 1565 Monday- Friday from 9am to 6:00pm (AEST).

WHAT COUNTRIES DOES MODE SPORTIF SHIP TO?

If this service is available in your Country, it will appear as an option at Checkout and is charged with a shipping calculator depending on your region.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

If you wish to change or amend your order after it has been placed please contact our Mode Services team either by email at [email protected] or by telephone on +612 9699 1565 Monday- Friday from 9am to 6:00pm (AEST) and we will endeavour to fulfil your request if your order has not been prepared for dispatch.

HOW DO I PURCHASE A MODE SPORTIF GIFT CARD?

A Mode Sportif gift card can be purchased to the value of your choice.

Click on the Mode Sportif Gift Card link at the footer of the website, click through and add your desired gift card amount, add recipient of Gift Card and then add to MY BAG. If you wish to purchase multiple gift cards, you can return to the link at the footer of the website and repeat this process.

If you require assistance, please do not hesitate to contact the Mode Services team either by email at [email protected] or by telephone on +612 9699 1565 Monday- Friday from 9am to 6:00pm (AEST).