FREQUENTLY ASKED QUESTIONS

Frequently asked questions

Click & Collect

HOW DOES THE CLICK & COLLECT WORK?


Orders placed online may be picked up directly from our registered address. Please wait for our dispatch email or Whatsapp text saying your order is ready for pick up before coming to collect it. When you to pick up your order, please bring: - The order confirmation email - as a print-out or on your phone. - A photo ID (e.g. driving licence or identity card).




WHERE CAN I COLLECT MY PURCHASE?


Click & Collect is only available at our office, The Modernist, Level 35-02 (East Wing), Q Sentral, 2A, Jalan Stesen Sentral 2, KL Sentral, 50470 Kuala Lumpur, Malaysia.




CAN I SEND SOMEONE ELSE TO COLLECT MY ORDER?


In order to keep collections safe and secure, you will need to collect the order yourself. To collect an order, please make sure you bring:

  1. your photo ID; and
  2. your order confirmation email.




HOW LONG WILL MY ORDER TAKE TO ARRIVE?


We will email you as soon as your order is ready for collection. Please do not visit our office to collect your order until you have received your confirmation email.




IS THERE A CHARGE FOR CLICK & COLLECT?


No, Click & Collect is a complimentary delivery service.





Order Tracking

HOW CAN I TRACK THE STATUS OF MY ORDER?


International Shipments: https://www.logistics.dhl/my-en/home/tracking.html Malaysia Domestic Shipments: https://ecommerceportal.dhl.com/track/




WHAT IF I THINK MY ORDER IS LOST?


If you suspect that your order has been lost, please call a Customer Care Representative at +603-2731 9225 for assistance tracking your order.





Delivery

DELIVERY EXCEPTIONS


The Modernist works with sellers and collectors across the world to maintain an accurate listings of their items online. In rare cases, we may be unable to successfully deliver items because of a mismatch in live inventory listings with our partners. In such cases, The Modernist may cancel such orders if an item is unavailable, and make a full refund if the order has been paid for. The placement of an order does not guarantee delivery of an item. The Modernist is not liable for delay in orders because of custom clearances at destination.




HOW CAN I TRACK THE STATUS OF MY ORDER?


Once your order has been dispatched, you will receive an email containing your air waybill number to track your package. If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.




HOW LONG DOES DELIVERY TAKE?


Online orders are processed and shipped within 5-7 working days. We ship internationally and delivery times can vary. Any orders placed over the weekend or during public holidays will be processed the next working day. Please make sure your shipping address is correct. Orders that are returned because of an invalid address may incur a shipping charge if they are reshipped. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.




DO YOU SHIP TO INTERNATIONAL DESTINATIONS?


Yes, we ship our luxury goods worldwide! It is the client's responsibility to check and clarify the local custom regulations prior to placing an order.




DO YOU OFFER FREE SHIPPING?


From time to time, THE MODERNIST runs free shipping promotions. To be notified by email, simply sign up to fashion news. Please note that free shipping promotions will be applied to your order on the payment page.




DO I NEED TO SIGN FOR MY ORDER?


Yes, our carriers will require a signature when they deliver your parcel.




DOES CUSTOM DUTIES & TAXES APPLY?


Our items are shipped from Kuala Lumpur, Malaysia. All orders are delivered duties unpaid, and all import taxes, duties and customs fees, as well as compliance with the laws and regulations of the destination country, are the customer's responsibility. The customers will be required to pay the customs duty upon or before delivery of the items. Please note that we are unable to declare items we sell as a gift or declare a lesser value on the DHL customs form. We would also need to declare the full purchase price of the item to properly insure your package.




WHICH COURIER SERVICE YOU WILL BE USING?


We ship all orders via DHL Express (International Shipments) and DHL Ecommerce (Malaysia Domestic Shipments).




THE SHIPMENT THAT I RECEIVED IS DAMAGED, WHAT SHOULD I DO?


For item delivered via DHL, and if the item is damaged, we require photos of the inner and outer of the packaging for an investigation, otherwise no cover will be claimable. Please notify us within 5 days of receipt via email.




HOW MUCH DOES SHIPMENT INSURANCE COST?


Protect your shipment with the premium as low as 1% of the value of your order. An additional charge may be billed to the receipient for this service.





Authenticity

ARE THE MODERNIST ITEMS AUTHENTIC?


Our offering is expertly curated from the best pre-loved luxury fashion around the globe and we guarantee all items are authentic. Before any item is listed on our website, it is reviewed by our team of authenticators who specialize in that brand to confirm its authenticity. We are so confident that all items are authentic that we offer a lifetime return policy should any items we sell be proven to be non-authentic. Each item goes through a rigorous brand-specific authentication process, and is inspected by skilled authenticators and third-party authentication company, so we guarantee the authenticity of all the items on our site. For further information please click here.




HOW DO YOU AUTHENTICATE EACH ITEM?


Each product we accept is put through a three-tiers authentication process by our in-house authenticators, partner authenticators and independent authenticators. For questions regarding authenticity, please contact us at info@themodernist.com.my.





Shop

HOW DO I CANCEL MY THEMODERNIST.COM.MY ORDER?


Regretfully we are unable to modify or cancel your order once placed. We apologize for any inconvenience this may cause you.




HOW DO I KNOW THAT I HAVE SUCCESSFULLY PLACED AN ORDER?


We will send you an email to acknowledge that we have received your order. You can track your parcel online by clicking the link shown on your email or by signing in to your online account and selecting 'Order History'.




CAN I RESERVE AN ITEM TO BUY LATER?


We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag or wishlist does not reserve it. The Modernist cannot guarantee the future availability of the pieces placed in your Wishlist or your shopping bag.




HOW DO I MAKE A PURCHASE?


Shopping at THE MODERNIST is easy. From the e-store menu, you can browse our new arrivals or select a specific product category. Refine your search by selecting colors, materials and styles. Once you have added the items to your shopping bag, you can view your selection, modify it and proceed to checkout. To complete your purchase, simply enter your shipping, billing and payment details. Items in your shopping basket are not reserved and may be purchased by other users until the confirmation of Your Order.




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


You can shop at The Modernist without creating an account. However, register with us and you'll be able to enjoy the following benefits:-

  • Track your orders and review past purchases
  • Add sold out items and products you love to your Wish List
  • Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook
  • Save your address and card details so you can shop even quicker next time




WHERE CAN I FIND THE PRODUCTS' SERIAL NUMBERS OR DATE CODES?


Due to the unfortunate abundance of online scammers, item's serial numbers, date codes and authentication cards are not displayed within listings. If you are planning to purchase an item but would like to know the serial number prior to completing the transaction, please reach out to us via email and we would be happy to supply you with the number or date code. We do not send photos of serial numbers/date codes or receipts.




HOW CAN I CONTACT YOU?


We’re committed to getting you the help you need as quickly as possible. If our FAQS didn’t answer your questions, you can contact us via:

Phone

+603-2731 9225

Whatsapp Client Care

+6011-1601 9856

Email

info@themodernist.com.my

Mail

THE MODERNIST

Level 35-02 (East Wing), Q Sentral

2A, Jalan Stesen Sentral 2, KL Sentral

50470 Kuala Lumpur

Malaysia

The Modernist Customer Service hours: Monday - Friday 8:30 AM to 5:30 PM (GMT+8)




DO YOU SELL THE PRODUCT I AM LOOKING FOR?


To find a particular product, you can use our search box, browse by category, or give us a call on +603-2731 9225.




DO ITEMS COME WITH ORIGINAL PACKAGING AND PAPERWORK?


Items that come with their original boxes, dust bags, authenticity certificates, and manuals will contain the appropriate message in their product descriptions.




CAN I SHOP IN PERSON?


As an online only retailer, we do not have a showroom to display our products. Please note that we are not able to provide access to our warehouse for walk-in customers.




WHAT IF I AM LOOKING FOR A SPECIFIC BAG THAT ISN'T AVAILABLE ON THEMODERNIST.COM.MY?


If there’s a bag you’re after, we will do our best to find it for you and make it available. We have a knack for finding limited edition bags, including Hermes Birkin and Hermes Kelly bags and have built up a stunning collection of the most luxurious and exclusive designs. All you have to do is contact us and let us know what you are looking for, and we will do our best to hunt it down.




MY ORDER HAS BEEN CONFIRMED BUT I'VE RECEIVED AN OUT-OF-STOCK NOTIFICATION?


We are sorry to inform you that this can indeed happen. Unfortunately, at this point in time, we do not usually replenish our stocks once they are sold out. So grab them when you see them! In the event that your order includes an item that is out of stock, we will refund the amount of the item that was out-of-stock to your original payment methid, and will proceed to deliver the rest of the order.




CAN I PAY IN A DIFFERENT CURRENCY?


Currency conversions are estimated and should be used for informational purposes only. Please be advised that all Transactions will require payments to be made in Ringgit Malaysia (MYR).




ORDER CANCELLATION BY THE MODERNIST


We may be unable, or refuse, to accept your order because:

  • One or more products in your order are unavailable;
  • We are unable to process payment for your order, or your chosen payment method has been refused;
  • We have identified a pricing or product description error;
  • You fail to meet our order eligibility criteria or have failed to comply with our terms.
If we are unable to accept your order, our Customer Service team will be in touch with you as soon as possible.





Returns & Refunds

WHAT IS YOUR REFUND POLICY?


We do not give any refunds as we do not accept returns and all purchases are final sale without exception. The only reason a refund would be issued is if a bag is not authentic, which has never once happened on The Modernist and never will. All products sold by The Modernist come with a Certificate of Authenticity issued by Entrupy / Real Authentication, which can be found in your package. All items are guaranteed authentic but if an item is found to be counterfeit, we will accept returns for special case subject to the provision of a written statement from Real Authentication. For a refund, items must be returned unworn, undamaged with all tags attached and the original packaging, the said written statement (evaluation report that proves the item does not fall within brand compliance) must be included. Your returned item must arrive at The Modernist's address no later than 7 days after your delivery date. DO NOT remove the tags or stickers attached to the items. Merchandise must be in original condition, unaltered, in its original packaging with original tags attached and accompanied by a valid proof of purchase. Item must be in the same condition with no missing of dust bag, lock, box, care-booklet etc for our team to review it. Any returns that do not meet our policy will not be accepted.




HOW DO I RETURN OR EXCHANGE AN ITEM?


ALL SALES ARE FINAL ONCE THE ITEM IS AUTHENTICATED AND DELIVERED, AND NO REFUND REQUESTS WILL BE HONORED REGARDLESS OF THE CURRENT VALUE OF THE ITEM. If you experience a problem with your purchase or an item, please contact us at info@themodernist.com.my. If there is a problem with an item you received, you must contact us in writing within 3 days after receiving the item with a detailed description of the problem. The Modernist verification tags or stickers that are attached to items must not be removed, or the items will not be eligible for return or exchange under any circumstance (including damage in transit). DO NOT remove the tags or stickers attached to the items. Merchandise must be in original condition, unaltered, in its original packaging with original tags attached and accompanied by a valid proof of purchase. Item must be in the same condition with no missing of dust bag, lock, box, care-booklet etc for our team to review it.




WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?


Your refund will either be issued to the original credit card / bank account used to place the order, or as THE MODERNIST store credit. Shipping costs are non-refundable. Items must be received by us in the same condition as when shipped with all tags intact. Please note that we mark our final sale items as ‘No return on this item’, once purchased such items cannot be returned. Refund amount includes 100% the value of the item but does not include any customs duties paid for importation, nor any additional charges, different exchange rate charged by your credit card provider or bank. The amount to be refunded or credited in the your local currency will be at the exchange rate applying at the date of return. However, you may be able to recover these costs by contacting your local customs bureau directly. Please note that it can take up to 10 business days for the refund to appear in your account.




WHAT IS YOUR RETURN POLICY?


We do not accept returns, all purchases are final. We describe our bags very accurately and request that you ask all questions before you make a purchase. We will gladly answer any questions you have as well as provide additional pictures upon request.




GETTING A REFUND


You will have to bear all the direct cost of returning these goods. You do have a statutory duty to take reasonable care of our goods and they remain your responsibility until they are safely returned. We reserve the right to inspect all goods that are returned to us so, please do not damage the goods whilst you inspect them. This applies to any original packaging and labels. Where goods are returned damaged or not in their original packaging, we reserve the right to refund you the purchase price less any deductions due by way of compensation for any damage that may have been caused. In the event that substantial damage has been caused then we reserve the right to refuse a refund. We may instead return your goods to you. Please remember that the goods are your responsibility until they reach us including the postal costs, tax and duties, cost of insurance for returning goods . We will not issue refunds for goods that do not arrive or arrive damaged so please be sure to get proof of posting. Items lost in transit will not be treated as returned. We recommend you return your package via a secure and reliable postal service.





Payment

WHAT ARE MY PAYMENT OPTIONS?


You can pay for your order through an automatic debit to our bank accounts with Internet Banking. Here is our corporate account detail:- Bank Name : UOB Account Payee : Lux Stylings Boutique Account Number : 220-301-7938 All sales, purchases and partial payments are final, non-refundable and non-transferable. Please note that it would normally take about 72 hours for a cheque payment to clear. We will proceed with your delivery once we receive the cheque payment confirmation from bank. Please provide us the Proof of Payment in order for us to acknowledge receipt of your payment. For Online Banking : snap the successful transaction record screen or receipt and email it to us. For ATM Deposit : snap a photo of the bank in slip and email to us at info@themodernist.com.my




WILL MY PERSONAL DETAILS STAY SAFE?


We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see The Modernist's Privacy Policy.





Consign with us

DO QUOTES EXPIRE?


Our quotes have an expiration of seven (7) days. If you decide to return to The Modernist to sell or consign your designer items after your quotes have expired, please re-submit photos of your items.




HOW DOES THE CONSIGNMENT PROCESS WORK?


If you’re interested in selling or consigning your handbags, you can submit information and pictures of your bags to info@themodernist.com.my or +6011-1601 9856 (Whatsapp) for a quote.

To receive a quote, simply include photos of your bags, close-ups of any damages or defects. Any information you have on the item such as brand, style, year purchased, and price purchased for should be included. Please allow up to 24 hours for The Modernist to evaluate and respond with the next steps. Please include any accompanying dustbags, boxes, authenticity cards, original receipts, tags and paperwork as these items will support resale value.

Once you agree with our quote, you can then send your handbag to us.

Once we receive your items, we require 1-2 business days for our quality and authentication process. Then we will be able to proceed with listing your handbag. If you choose to sell, payment will be processed within 7 days of the sell of the bag.




CAN I DROP OFF MY BAGS? DO YOU HAVE A STORE?


We are an e-commerce company and do not have a storefront. However, we do accept consignment drop off from consignors at our office and appointment is required prior to your visit. Our office is located at Level 35-02 (East Wing), Q Sentral, 2A, Jalan Stesen Sentral 2, KL Sentral, 50470 Kuala Lumpur, Malaysia.




HOW SHOULD I TAKE PHOTOS OF MY HANDBAGS?


The best photos are taken in-focus and under natural lighting without flash. For the most accurate quote, we advise you to provide photos of the front, back, inside and bottom of the bag, with close-ups of any wear or damage. Also we require the serial code (when it has one). For Hermes bags please add a picture of the blind stamp.




DO YOU ACCEPT BAGS THAT ARE MISSING ORIGINAL ACCESSORIES? ARE THE ORIGINAL ACCESSORIES NECESSARY?


It is not necessary to include the original accessories when selling and consigning with The Modernist but when certain accessories are missing, it may affect the quote. For example, the original dust bag and box will not affect your quote, but a missing cross-body strap will.




ARE THERE ANY PARTICULAR CIRCUMSTANCES THAT WOULD CAUSE THE MODERNIST TO REFUSE MY DESIGNER ITEMS?


Yes, there are instances when we cannot accept a designer items. We will refuse an item due to the following:

  • Item is broken or extremely damaged – we only accept items in “like-new” condition.
  • It is a Chanel bag without a legible serial code.
  • It is an Hermes bag without a legible blind stamp.
  • We cannot confirm the authenticity of the bag.




HOW LONG DOES IT TAKE TO RECEIVE THE QUOTE?


It only takes up to 24 hours to receive initial quotes for your designer items. Please note we do not operate on weekends and public holidays.




DO I HAVE TO SELL OR CONSIGN MY BAGS IF I DON'T LIKE THE QUOTE?


No, our quotes are non-binding for you. You are not obligated to sell if you are not satisfied with your quote.




HOW DO YOU QUOTE?


Earn up to 90% when you consign with The Modernist. When you submit photos for a quote, we will perform extensive research on the particular model. We consider a variety of factors including brand, trend, material, the year of manufacture, seasonality, condition, and our current inventory. When you submit photos, please mention any wear or photograph it as it will affect the quote.




WHAT HAPPEND WHEN YOU RECEIVE MY PACKAGE?


Once we receive your package, we will email you a confirmation. We require 1-2 business days for our quality and authentication process.




HOW DO YOU AUTHENTICATE DESIGNER ITEMS?


Our in-house experts and third-party authenticators review all handbags. Please do not submit inauthentic items as we will not be able to accept them.




DOES THE QUOTES EVER CHANGE AFTER YOU RECEIVE MY BAGS?


Occasionally, if there is some wear on your bags that was not mentioned or photographed, your items may be subject to discount. If this is the case, we will ask for your approval before we proceed with the transaction. If you do not agree with the new quote, we will send the item back to you at your own cost.

Other reasons for a change in quote can be due to the size of the handbag or its leather type.

For example, if we quoted your bag as a size large but it is actually a size small, your quote may change.




WHY CONSIGNMENT MATTERS?


Luxury goods are built to last forever, and consignment helps extend their life cycle. Consigning your designer pieces means you can maximise your return-on-investment. The Modernist's consignment process is quick and easy. Email us pictures of your items and we will get back to you with a quote within 24 hours!




WHAT ARE YOUR CONDITION STANDARDS?


We require consigned items to be clean and free of stains or smells. We inspect each item carefully and guarantee the quality of the item and its condition. Each accepted item is categorized as New, Like New, Gently Used or Well Used.




HOW SHOULD I PACK MY SHIPMENT TO YOU?


  • Choose an appropriate box
If you are selling multiple items, we recommend shipping them in a single box. You will need a box that is sturdy enough to support the weight of your items and does not have any tears, rips, or any other damage. Choose a box of an appropriate size that will securely hold your items in place without crushing them. Avoid using a box that's too large as this would leave excessive room for your item to shift, increasing the risk of damage.
  • Securely wrap your items
If you are sending jewelry in a small jewelry box, wrap a ribbon or a rubber band around the box to secure it. For sending loose jewelry, place it in a sealed envelope or small Ziploc bag. If you are sending an item in it's original rigid box, we recommend filling any empty space with packing paper or bubble wrap to secure the item.
  • Seal your box
Use packing tape that is at least 2 inches wide to tape your box shut, securely covering all gaps. If sending heavy items, we recommend using a additional layers of tape for more security.
  • Affix your shipping label
Once your items are all packed up, be sure to affix your shipping label to your package. If you are reusing an old shipping box, make sure that any previously applied shipping labels have been removed or crossed out with a dark marker.





Shopping and consigning at THE MODERNIST is easy. We try to anticipate questions you might have about our service and provide the answers here. If you have a question not answered, please feel free to reach us at info@themodernist.com.my and we will do our best to provide an answer.

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All items are pre-owned and consigned to The Modernist. All product names, trademarks, logos, and brands are owned by their respective brand owners. All company, product and service names used on this website are for identification purposes only. No brand owner endorses or sponsors this ad or has any association and/or affiliation with The Modernist. All of our merchandise is guaranteed 100% authentic by The Modernist with a full money back guarantee.

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