ModCloth Customer Service: Orders, Returns, Refunds and Complaints

Eric Strand

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ModCloth shoppers may need help with a delayed order, missing package, incorrect item, sizing problem, damaged clothing, return fee, refund delay, gift card, store credit, rewards account, unfamiliar charge, or unresolved customer-service complaint.

ModCloth currently provides support primarily by email. A customer-service telephone number is still published on an official ModCloth policy page, but current telephone hours are not clearly listed.

Use the information below to contact ModCloth, track an order, request a return, understand current fees and exclusions, resolve a refund problem, and escalate an unresolved complaint.

How to Contact ModCloth Customer Service

Customer-service hours: ModCloth does not currently publish regular telephone or email-support hours on its main Customer Care page. Email support is the clearest current route for order-specific problems.

ModCloth Customer Service Help by Issue

  • Order has not shipped: Check the account and confirmation email, then contact support with the order date and number.
  • Need to cancel or change an order: Contact support immediately, but understand that ModCloth does not guarantee post-purchase changes.
  • Wrong shipping address: Email ModCloth promptly. Changes cannot be guaranteed after the order has been placed.
  • Package is delayed: Review the tracking history and current shipping estimate before contacting ModCloth.
  • Package is marked delivered but missing: Check the delivery area, household members, neighbors, carrier details, and shipping address before opening a case.
  • Incorrect or damaged item: Photograph the item, tag, packaging, packing slip, and shipping label and contact ModCloth promptly.
  • Return or exchange: Open the request through the Loop Returns portal within the applicable 30-day period.
  • Refund is missing: Check the return tracking and refund confirmation, then contact ModCloth and the payment provider when appropriate.
  • Gift-card problem: Keep the purchase email and card code private and contact support.
  • Missing store credit: Email support@modcloth.com with the account email and prior credit documentation.
  • Missing ModSquad points: Review the account and order status and contact support within the program’s claim period.
  • Unfamiliar charge: Compare the transaction with recent orders, gift cards, authorized users, Amazon Pay, Apple Pay, and Klarna activity.
  • Privacy request: Use ModCloth’s privacy-rights form or contact support.
  • Unresolved complaint: Request a case number and written review by a supervisor or company representative.

Is 1-888-495-9699 Still the ModCloth Phone Number?

ModCloth continues to publish 1-888-495-9699 on an official product-policy page. However, ModCloth’s current Customer Care page prominently lists support@modcloth.com rather than emphasizing telephone support.

The phone number may therefore be useful, but email is the most clearly supported current route for order-specific assistance.

ModCloth does not currently publish verified telephone hours beside the number. Do not rely on older third-party listings that state specific weekday hours unless ModCloth confirms them.

How to Check a ModCloth Order

Customers who purchased while signed in can review order history through their ModCloth account. A successful order should also generate an order number or confirmation email.

Before contacting support, gather:

  • The order number
  • The account email address
  • The order date
  • The item name, size, and color
  • The charged amount
  • The shipping address
  • The tracking number, if available
  • The current order or tracking status
  • The requested resolution

Privacy warning: Do not publish a complete order number, tracking number, home address, telephone number, email address, or account screenshot in a public review.

Can a ModCloth Order Be Canceled or Changed?

ModCloth states that it cannot guarantee edits after an order has been placed. This includes:

  • Order cancellation
  • Shipping-address changes
  • Changing an item
  • Changing a size or color
  • Adding or removing merchandise
  • Applying a forgotten discount code
  • Changing the payment method
  • Changing the shipping method

Contact support@modcloth.com immediately, but do not assume the request will be completed before fulfillment.

Review the cart, address, size, discount, shipping service, and payment method carefully before submitting an order.

ModCloth Shipping Times and Delivery

ModCloth says most orders are processed within one to three business days before shipment. Processing may take longer during major promotions, holidays, severe weather, or periods of high order volume.

Contiguous United States Ground Shipping

ModCloth currently estimates standard ground transit at approximately eight to fourteen business days after shipment for eligible contiguous-U.S. orders.

Shipping prices and free-shipping thresholds may change during promotions. Review the checkout page before submitting an order.

Express and Next-Day Shipping

Express and next-day options may be offered for eligible products and destinations. Availability and cost are displayed during checkout.

An expedited shipping choice does not necessarily eliminate the warehouse processing period.

Split Shipments

ModCloth uses a U.S. warehouse and outside vendor or fulfillment partners. Items in one order may therefore arrive in separate packages from different locations.

Review all shipment-confirmation emails before reporting an item as missing.

International Orders

International shipping costs are calculated during checkout. Duties, taxes, customs charges, and delivery times may vary by country.

For questions after an international order enters the global shipping network, ModCloth may direct the customer to Passport support at help@passportglobal.com.

Delayed or Missing ModCloth Packages

Before reporting a missing package:

  1. Check the tracking page for delays, attempted delivery, or address problems.
  2. Confirm the shipping address on the order confirmation.
  3. Check the mailbox, porch, building office, package room, and other delivery locations.
  4. Ask household members and immediate neighbors.
  5. Look for separate tracking numbers if the order was divided into multiple shipments.
  6. Contact the delivery carrier when the tracking information shows a carrier exception.
  7. Email ModCloth with the order number and tracking history.

Do not post a tracking number or delivery-address photograph publicly. Those details can expose personal information and package location.

Undeliverable Packages

When the carrier declares a package undeliverable, it may be returned to ModCloth. ModCloth states that it can process an automatic refund to the original payment method after receiving a return-to-sender package.

Shipping and handling charges may remain nonrefundable.

Damaged, Incorrect, or Missing Items

Contact ModCloth promptly if an order contains:

  • The wrong item
  • The wrong size or color
  • A damaged product
  • A used or stained item
  • Missing merchandise
  • A missing belt, strap, accessory, or other included piece
  • A product that differs materially from the online description

Keep and photograph:

  • The shipping box or mailer
  • The shipping label
  • The packing slip
  • The product tag
  • The barcode bag
  • The affected area of the item
  • All items received in the package

Do not wash, wear, repair, alter, or discard a disputed item until ModCloth provides instructions.

ModCloth Return Policy

ModCloth currently accepts eligible domestic return or exchange requests opened through its Loop portal within 30 days of the order’s original delivery date.

Eligible merchandise generally must be:

  • Unused
  • Unwashed
  • Unworn
  • Returned with the original tag attached
  • Returned with the original plastic bag and product barcode
  • Not marked Final Sale
  • Returned according to the Loop portal instructions

Missing items should be reported within 30 days of the shipping date.

How to Start a ModCloth Return

  1. Open the ModCloth Loop Returns portal.
  2. Enter the requested order information.
  3. Select the eligible merchandise.
  4. Choose the available refund, store-credit, or exchange option.
  5. Review all fees before confirming.
  6. Print the return label and packing slip.
  7. Place the packing slip inside the correct return package.
  8. Attach the correct label to the package.
  9. Drop it off within 10 business days after generating the label.
  10. Retain the carrier receipt and tracking number.

ModCloth recommends avoiding unattended drop boxes that do not receive daily pickups.

ModCloth Return Fees

For current domestic returns and exchanges:

  • If Checkout+ was purchased with the order, no additional return-processing fee is charged for eligible items in that order.
  • If Checkout+ was not purchased, ModCloth currently deducts a $14 processing fee per domestic order from the refund or credit.

Shipping and handling charges are nonrefundable. Applied discounts and coupons are forfeited and are not normally reissued after a return.

Return fees and policies can change. Review the amount shown in the Loop portal before submitting the request.

Final Sale and Nonreturnable Items

Items marked Final Sale are not eligible for:

  • A refund
  • Store credit
  • An exchange

ModCloth gift cards are also final sale and cannot be returned or transferred into another customer’s gift-card balance.

Late or unauthorized returns may be considered forfeited and handled at ModCloth’s discretion.

Shoes and Swimwear Returns

Shoes

Shoes must be returned in new, unworn condition. The original shoe box should be placed inside a separate protective shipping container rather than used as the shipping box.

Swimwear

Swimwear must be unwashed and unworn, with the hygienic liner attached and intact.

Do not remove protective liners, tags, or packaging until the customer has confirmed the fit and plans to keep the item.

ModCloth Exchanges

Current domestic exchanges are limited primarily to ModCloth and Gunne Sax for ModCloth merchandise.

An eligible item may generally be exchanged for a different size in the same style and color, subject to stock availability.

Exchanges are not offered for many outside partner brands, final-sale products, or international orders.

If the desired replacement is unavailable, the customer may need to return the original item and place a new order.

ModCloth Partner-Brand Returns

ModCloth sells merchandise from its own label and outside partner brands. Partner merchandise may ship separately and may have different return, exchange, or store-credit options.

Current partner brands may include:

  • Chelsea Crew
  • Orchid Bloom
  • Princess Highway
  • Dangerfield
  • Black Friday
  • BOG-ART-STUDIO
  • Hot Chocolate Design
  • Retrolicious
  • Sock Candy
  • Rago
  • V by VYE
  • Other outside brands

The Loop portal may require separate packages and labels for different partner brands. Carefully match each item with the correct packing slip and return label.

Do not combine partner-brand merchandise into one package unless the return instructions specifically permit it.

ModCloth Refund Timing

ModCloth states that a refund to the original payment method is processed within two business days after the return arrives at its U.S. warehouse.

The payment provider or bank may require additional time to post the credit.

Before reporting a missing refund:

  1. Confirm that return tracking shows delivery.
  2. Allow ModCloth’s stated processing period.
  3. Check for a refund-confirmation email.
  4. Review the original payment account.
  5. Check whether store credit was selected instead.
  6. Contact ModCloth with the return tracking and order number.
  7. Contact the bank if ModCloth confirms that the refund was issued.

ModCloth Store Credit

Eligible ModCloth-brand returns may qualify for store credit. Store credit may be issued when the carrier first scans the return, which can be faster than waiting for a traditional refund.

Once store credit has been issued, ModCloth states that it cannot cancel the credit and replace it with a payment-method refund.

Store credit may not be available for merchandise supplied by outside partner brands.

Customers who believe they have an older missing credit can email support@modcloth.com and request that the balance be reviewed.

ModCloth Gift Card Support

ModCloth currently sells electronic gift cards rather than physical gift cards. The card is delivered by email and can be forwarded or printed for the recipient.

Gift cards are final sale and cannot be returned or transferred into another customer’s gift-card balance.

For a gift-card problem, retain:

  • The purchase email
  • The purchaser’s order number
  • The recipient’s email address
  • The purchase date and amount
  • The error message
  • Any remaining balance shown

Gift-card warning: Do not publish the complete gift-card number or code. Anyone with that information may be able to use the balance.

ModSquad Rewards Support

ModCloth’s rewards program allows eligible registered customers to earn points through purchases and qualifying activities.

Before reporting missing points:

  • Confirm that the purchase was made while signed in to the correct account.
  • Check whether the order has shipped.
  • Allow the stated point-processing period.
  • Check whether a return reduced the point balance.
  • Confirm that a discount or reward was eligible for the purchase.
  • Review the expiration date of an issued reward.

ModCloth says point-crediting claims should be reported within 40 days of the claimed accrual date.

Rewards generally cannot be exchanged for cash, transferred, applied to previous purchases, or used for gift cards, taxes, shipping, or handling charges.

A reward used on a returned purchase is not normally reissued.

ModCloth Sizing and Fit Problems

ModCloth sells merchandise from multiple brands, so a customer’s size may differ between products.

Before ordering:

  • Review the size chart connected to the exact product.
  • Read the fabric and stretch description.
  • Check garment measurements when provided.
  • Review verified product reviews for fit information.
  • Compare the measurements with a similar item that fits.
  • Check whether the item is Final Sale.

Customer support may explain available product information but cannot guarantee how a garment will fit every body type.

Product-Quality and Defective-Merchandise Complaints

Contact ModCloth when merchandise arrives with:

  • Loose or missing buttons
  • Broken zippers
  • Open seams
  • Stains or odors
  • Fabric damage
  • Uneven construction
  • Incorrect labeling
  • Color transfer
  • A defect that differs from ordinary wear

Photograph the problem before washing, wearing, repairing, or returning the item. Include the product name, size, order date, and requested resolution.

Manufacturer warranties, when offered, may be handled by the individual partner brand rather than ModCloth.

Unexpected or Unauthorized ModCloth Charges

An unfamiliar transaction may be related to:

  • A recent ModCloth order
  • A delayed charge for a split shipment
  • An electronic gift card
  • An order placed by another authorized card user
  • Amazon Pay
  • Apple Pay
  • Klarna
  • A pending authorization
  • A second account using another email address

How to Investigate the Charge

  1. Read the complete statement descriptor.
  2. Search email for ModCloth receipts matching the amount.
  3. Review all household ModCloth accounts.
  4. Check Amazon Pay, Apple Pay, and Klarna activity when applicable.
  5. Ask other authorized card users about the transaction.
  6. Contact ModCloth without sending a complete card number by email.
  7. Contact the payment provider if the transaction remains unauthorized.

For additional investigation guidance, visit how to identify an unrecognized credit-card charge.

ModCloth Privacy and Account Requests

Customers may update certain account information by signing in to their ModCloth account.

California residents and other eligible consumers may also have rights involving access, correction, deletion, portability, or limitations on the use of personal information.

Deleting an account or submitting a privacy request does not automatically resolve a pending order, refund, chargeback, gift-card balance, or return.

Save necessary transaction records before requesting deletion.

How to Escalate an Unresolved ModCloth Complaint

  1. Contact Customer Care. Email support@modcloth.com or call 1-888-495-9699.
  2. Identify the order. Provide the order number privately through official support.
  3. Explain the problem chronologically. Include the order date, shipment, delivery, return, and prior contact dates.
  4. Attach documentation. Include relevant photographs, tracking, receipts, and return records.
  5. State the requested resolution. Ask for a refund review, replacement, return-fee review, missing-credit review, corrected order, or written explanation.
  6. Request a case number. Save it with all replies.
  7. Follow up through the same email thread. Avoid creating several separate requests for one order.
  8. Ask for supervisory review. Explain why the first response did not resolve the documented complaint.
  9. Contact the payment provider when appropriate. Use this route for a fully posted unauthorized charge or a documented refund that was not received.
  10. Send written correspondence if necessary. Use the current Bicoastal Alliance address published in ModCloth’s terms.

ModCloth Corporate Office, Operator and Address

  • Brand: ModCloth
  • Current Website Operator: Bicoastal Alliance, LLC
  • Affiliated Brand Group Referenced in Current Terms: HRLY Brand Holdings LLC family of companies
  • Current Written Correspondence Address: 1031 S. Broadway, #350, Los Angeles, CA 90015
  • Customer Service Phone: 1-888-495-9699
  • Customer Support Email: support@modcloth.com

The older address at 115 Sansome Street in San Francisco should not be treated as ModCloth’s current corporate address.

The Los Angeles address is a written correspondence address published in ModCloth’s current terms. It is not presented as a retail store, return warehouse, or walk-in customer-service location.

Do not mail a merchandise return to the corporate address. Use the return address and label generated through the Loop Returns portal.

About ModCloth

ModCloth is an online retailer known for vintage-inspired women’s clothing, dresses, accessories, shoes, novelty prints, occasion wear, swimwear, plus-size fashion, and merchandise from outside fashion brands.

ModCloth was founded in 2002 and has changed ownership and operating structures several times. Current terms identify Bicoastal Alliance, LLC as the operator of ModCloth.com.

ModCloth currently operates primarily as an online retailer rather than through a nationwide chain of physical stores.

ModCloth Customer Service Reviews and Complaints

ModCloth currently has 0 customer reviews on this CustomerServiceNumbers.com listing and therefore does not yet have a meaningful customer rating or established review themes.

As reviews are submitted, shoppers may choose to discuss experiences involving:

  • Order processing
  • Shipping times
  • Missing or damaged packages
  • Clothing quality
  • Sizing and fit
  • Returns and exchanges
  • Return-processing fees
  • Refund timing
  • Gift cards and store credit
  • ModSquad Rewards
  • Support response times
  • Complaint resolution

These are possible future review subjects, not claims about existing ModCloth reviews on this page.

Related Fashion Retail Customer Service Pages

ModCloth Customer Service Frequently Asked Questions

What is the ModCloth customer-service phone number?

ModCloth currently publishes 1-888-495-9699 on an official policy page. The current Customer Care page primarily directs customers to support@modcloth.com.

What are ModCloth customer-service hours?

ModCloth does not currently publish verified regular customer-service hours on its main Customer Care page.

How do I email ModCloth?

Email support@modcloth.com for orders, returns, refunds, shipping, sizing, gift cards, rewards, account access, and other customer-service questions.

Can I cancel a ModCloth order?

ModCloth does not guarantee order cancellation or changes after checkout. Contact support immediately, but the order may already be in processing.

How long does ModCloth take to ship?

Most orders are processed within one to three business days. Standard contiguous-U.S. ground shipping is currently estimated at eight to fourteen business days after shipment.

What is the ModCloth return period?

Eligible return or exchange requests must generally be opened through the Loop portal within 30 days of the original delivery date.

Does ModCloth charge for returns?

ModCloth currently deducts a $14 domestic processing fee per order when Checkout+ was not purchased. Eligible orders with Checkout+ do not incur an additional return-processing fee.

Can final-sale merchandise be returned?

No. Items marked Final Sale are not eligible for a refund, store credit, or exchange.

Are ModCloth gift cards refundable?

No. ModCloth states that electronic gift cards are final sale and cannot be returned or transferred into another customer’s gift-card balance.

How long does a ModCloth refund take?

ModCloth states that it processes refunds within two business days after the return arrives at its U.S. warehouse. The bank or payment provider may take additional time to post the credit.

Can ModCloth store credit be changed to a refund?

No. Once store credit has been issued, ModCloth states that it cannot cancel the credit and replace it with a payment-method refund.

Why did my ModCloth order arrive in separate packages?

ModCloth uses its own distribution center and multiple outside vendor or fulfillment partners. Items may ship from separate locations.

Who currently operates ModCloth?

ModCloth’s current terms identify Bicoastal Alliance, LLC as the operator of ModCloth.com and refer to affiliates within the HRLY Brand Holdings LLC family.

Where is ModCloth located?

Current ModCloth terms list Bicoastal Alliance, LLC at 1031 S. Broadway, #350, Los Angeles, California 90015 for written correspondence.

Can I send a return to the Los Angeles address?

No. Use the return address and shipping label generated through the official Loop Returns portal. The corporate correspondence address is not the merchandise return warehouse.

Page Update Note

This ModCloth customer-service page was reviewed and updated on July 21, 2026. The update verified ModCloth’s current phone and email routes, removed unverified support hours, replaced the outdated San Francisco address, identified Bicoastal Alliance, LLC as the current website operator, and added current guidance for orders, shipping, cancellations, returns, return fees, refunds, gift cards, store credit, rewards, privacy requests, corporate escalation, and the live CSN review status.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate support information and share customer-service experiences since 2004.

We independently organize official contacts, company policies, ownership information, complaint routes, and the reviews currently submitted to each page.

For ModCloth, this includes distinguishing among Customer Care, Bicoastal Alliance, outside partner brands, Loop Returns, shipping carriers, Passport, Klarna, payment providers, and the customer’s bank.

Reviews may be moderated for spam, profanity, payment information, account credentials, home addresses, tracking details, personally identifiable information, and unrelated content while preserving the reviewer’s original meaning.

Share Your ModCloth Experience

Have you contacted ModCloth about an order, delayed shipment, missing package, sizing issue, product defect, return fee, exchange, refund, store credit, gift card, rewards account, charge, or unresolved complaint?

Leave a rating and review below. Include the general item type, issue, support method used, response time, requested resolution, and whether the complaint was resolved.

Privacy warning: Do not post a complete order number, tracking number, gift-card code, payment-card number, account password, home address, telephone number, personal email address, or unredacted receipt.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is an independent consumer website and is not affiliated with ModCloth, Bicoastal Alliance, LLC, HRLY Brand Holdings LLC, Loop Returns, Shopify, Passport, Klarna, Apple Pay, Amazon Pay, a ModCloth partner brand, delivery carrier, bank, or payment provider.

ModCloth does not provide customer support through this website. Contact ModCloth or the applicable provider directly regarding orders, payments, shipping, returns, refunds, gift cards, rewards, privacy, or corporate matters.

Contact information, shipping prices, promotional thresholds, support routes, return fees, processing times, partner brands, rewards terms, addresses, and company relationships may change. Verify important details through ModCloth before placing an order or mailing a return.

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