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.
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:
your photo ID; and
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.
HOW CAN I TRACK THE STATUS OF MY ORDER?
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.
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.
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.
DO YOU SHIP TO INTERNATIONAL DESTINATIONS?
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.
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 firstname.lastname@example.org.
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?
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You can shop at The Modernist without creating an account.
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?
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:
Whatsapp Client Care
Level 35-02 (East Wing), Q Sentral
2A, Jalan Stesen Sentral 2, KL Sentral
50470 Kuala Lumpur
The Modernist Customer Service hours:
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?
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.
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.
HOW DO I RETURN OR EXCHANGE AN ITEM?
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
WHAT IS YOUR RETURN POLICY?
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.
WHAT ARE MY PAYMENT OPTIONS?
WILL MY PERSONAL DETAILS STAY SAFE?
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?
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.
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
Securely wrap your items
Seal your box
Affix your shipping label
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 email@example.com and we will do our best to provide an answer.