Shipping FAQ
1. Do you offer free shipping?
Yes! Orders of ₹990 or more ship free anywhere in India. For orders below ₹990, a flat shipping fee of ₹99 applies.
2. How long will my order take to arrive?
Most orders are delivered within 17–20 days. Since our products are thoughtfully sourced and quality-checked by our teams in Seoul and India, timelines may vary slightly by location. For an exact estimate, just enter your PIN code on the product page.
3. Do you ship to my area?
We deliver to most major cities, towns, and PIN codes across India. To check if we deliver to you, use the courier serviceability tool on the payment page — tap "Expected Delivery Date" and enter your PIN code. We update serviceable PIN codes regularly, so do check back if yours isn't covered today.
4. Do you ship internationally?
Not yet — we currently ship only within India.
5. How do I track my order?
Once your order ships, we'll send a confirmation email with your tracking number. Please double-check that your contact details are correct at checkout. Didn't get the email? Reach out to us at support@modomu.com or use the chat option on our homepage.
6. Can I get my order delivered faster?
Not at the moment — we don't currently offer expedited shipping. If we introduce it in the future and your PIN code is serviceable, we'll let you know.
7. Which courier delivers my order?
We use multiple courier partners depending on serviceability in your area, and we keep adding new ones over time.
8. Can I cancel my order?
Yes. If you cancel within 3 days of placing the order, we'll refund the full amount — including any shipping charges paid online.
9. My package arrived tampered, empty, or with items missing. What should I do?
Please report it to us within 24 hours of delivery — claims raised after this window can't be processed. While we investigate:
Don't use the item in question.
Keep the packaging intact for at least 3–4 days (we may need to pick it up).
Share a short description of the issue and clear photos of the packet/box, especially any tampered or damaged sides.
Refunds are issued once our investigation is complete.
10. When might my pilferage/damage claim be rejected?
Claims may not qualify for a refund if:
You don't share enough details about what happened.
You can't provide photos of the packet/box.
The pilferage claim wasn't raised on the day of delivery.
The packaging was discarded before our investigation window (3–4 days).
The item being claimed has already been used.
11. What if my delivery is delayed due to something outside your control?
Events like natural disasters, strikes, courier disruptions, public health emergencies, government actions, or cyber-attacks (collectively, "Force Majeure") can delay deliveries. In these cases, our timelines may be extended without penalty, and refunds or compensation for delays won't apply. We'll keep you informed and resume normal service as soon as possible.
12. Will holidays affect my order?
Yes — order processing, dispatch, and customer service pause on the public holidays listed in Annexure A of our Shipping Policy. Orders placed just before or during these holidays may take a little longer.
13. How can I contact customer support?
Email: support@modomu.com
Hours: Monday to Friday, 10:00 AM – 5:00 PM IST (closed weekends and public holidays)
We typically respond within 24-48 hours, in the order in which inquiries are received.
14. I have an unresolved shipping issue. Who do I escalate to?
You can reach our Grievance Officer:
Name: Arpit Jain
Designation: Grievance Redressal Officer
Email: legal@modomu.com
Hours: Monday to Friday, 10:00 AM – 5:00 PM IST
Please include your order number, registered email, phone number, nature of the grievance, and any supporting screenshots. We'll acknowledge your complaint within 48 hours and aim to resolve it within one month. Note: complaints sent via social media DMs or comments aren't treated as formal grievances unless emailed to the address above.
15. What types of issues can the Grievance Officer help with?
Delayed or failed deliveries, shipping defects, courier non-cooperation, tracking issues, packages marked "delivered" but not received, and any other concerns related to our Shipping Policy.
16. Which laws govern this policy?
This Shipping Policy is governed by Indian law, and any disputes fall under the exclusive jurisdiction of the courts in New Delhi.
17. Can this policy change?
Yes. We may update this policy at any time without prior notice, and changes take effect as soon as they're posted on our website. Continuing to use the site or place orders means you accept the updated policy.