About
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Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If your order has not yet been processed or shipped, you can contact our customer service team to request changes.
Here’s what to do:
- Reach out to us through email, live chat, or the Contact page as soon as possible.
- Have your order number ready when contacting our team.
- We cannot guarantee changes after 24 hours of placing your order, as processing may have already begun.
Please note that once an order is shipped, cancellations are no longer possible. Check Return & Refund Policy.
How can I track my order?
How can I track my order?
Once your order has been issued, you will receive an email or whatsapp with your tracking number and courier details.
You can also log into your Moda Body Shop account to check real-time delivery updates.
What if there is a problem with my order?
What if there is a problem with my order?
If your order arrives incomplete, incorrect, or damaged:
- Contact our customer service team within 48 hours of receiving it.
- Provide your order number and photos if applicable.
- We will review the issue and arrange a replacement, refund, or resolution promptly.
Check Return & Refund Policy.
I didn’t receive all of my order, what should I do?
I didn’t receive all of my order, what should I do?
If part of your order is missing, please check your shipping confirmation email first. Some items may be shipped separately and could arrive in multiple deliveries.
If you have received all packages and an item is still missing, contact our customer service team with your order number and details. We will review your order and ensure the missing item is delivered or replaced as soon as possible.
Can I get an invoice for my order?
Can I get an invoice for my order?
Yes. A digital invoice is automatically generated and sent to your email once your purchase is completed. A physical copy will also be attached to your order when it is delivered. You can request an additional copy from our support team if needed.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Returns are accepted within 14 days of receiving your order, provided that:
- Items are unused and unopened.
- Products are in their original condition and packaging.
- Proof of purchase is available.
Please note that certain personal care items may not be eligible for return due to hygiene reasons.
How do I initiate a return or exchange?
How do I initiate a return or exchange?
You can start your return by:
- Logging into your account or contacting our support team.
- Providing your order number and reason for return.
- Following the return instructions shared by our team.
Once we receive the returned item, it will be inspected before a refund or exchange is processed.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are possible for eligible products if the requested item is in stock. Contact our team to confirm availability before sending back your original item. Please note that exchange or re-delivery fees may apply depending on your location and order details.
How long does it take to process a refund?
How long does it take to process a refund?
After receiving and inspecting the returned item, refunds are processed within 5 to 7 business days. The amount will be refunded to the same payment method used during purchase.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Are delivery fees refundable?
Are delivery fees refundable?
Delivery/Shipping charges are non-refundable once an order has been fulfilled and shipped.
Shipping & Tracking
Where do you deliver?
Where do you deliver?
We currently deliver across Kuwait through trusted local courier partners.
Regional and international shipping will be added in the future. Check Shipping & Delivery Policy.
How long does delivery take?
How long does delivery take?
Delivery time depends on the option selected at checkout:
- 1-hour express delivery.
- Same-day delivery.
- Next-day delivery.
Delivery schedules may vary during weekends, holidays, or high-demand periods. Check Shipping & Delivery Policy.
Can I change my address after placing an order?
Can I change my address after placing an order?
If your order has not been shipped yet, you can contact us to update your delivery address.
Do you offer free delivery?
Do you offer free delivery?
Yes, free delivery is available for orders above 30 KWD. This threshold may vary during promotions or seasonal campaigns and is always displayed at checkout.
What happens if I miss my delivery?
What happens if I miss my delivery?
If you are unavailable when your courier arrives, the driver will contact you to reschedule delivery.
Please ensure your phone number is correct when placing your order.
Products & Authenticity
Are all Moda Body Shop products authentic?
Are all Moda Body Shop products authentic?
Yes. Every product we sell is 100% genuine, sourced directly from official brand distributors and verified suppliers.
We never deal with gray-market or imitation goods.
Why are Moda Body Shop prices lower than other retailers?
Why are Moda Body Shop prices lower than other retailers?
We work directly with distributors and buy in bulk, allowing us to offer competitive prices while maintaining authenticity and quality.
Do you sell testers or used products?
Do you sell testers or used products?
No. All products sold at Moda Body Shop are brand new, sealed, and in their original packaging.
We do not sell testers, expired, or used items.
Why are some products unavailable or out of stock?
Why are some products unavailable or out of stock?
Stock levels depend on international supply and brand availability.
We restock popular items regularly, but limited-edition or seasonal products may sell out quickly.
Can I request a product or brand you do not sell yet?
Can I request a product or brand you do not sell yet?
Yes. If there is a product or brand you would like us to offer, you can share your request through our Contact page.
We are currently working on a new feature that will allow customers to submit requests directly on our website. When a product or brand receives high demand, you will be notified once it becomes available.
