Last updated: 13 August 2026
We want you to be happy with what you ordered. If something is not right, this page explains exactly what we will do about it.
Check your parcel before you pay
Because we deliver Cash on Delivery, you can open the parcel and check the item in front of the delivery person before paying. If it is the wrong item, the wrong size, or visibly damaged, you may refuse the delivery on the spot at no cost to you. This is the fastest and easiest option for both of us.
Size exchange
If the size does not fit, you may request an exchange within 3 days of delivery. To be eligible, the item must be:
- Unworn and unwashed
- In its original condition, with all tags still attached
- In its original packaging
- Accompanied by proof of purchase, meaning your order number
We will exchange it for a different size of the same product, subject to availability. If your size is not available, we will offer you a different colour of the same product or a full refund.
Exchange delivery charges. For a size exchange requested for reasons of fit or preference, the customer pays the return courier charge and the redelivery charge. Where the exchange is needed because we sent the wrong size, we pay both.
Wrong, defective or damaged items
If we sent you the wrong product, or the item has a manufacturing defect or arrived damaged, we will replace it or refund you in full, and we pay every delivery charge involved. Contact us within 3 days of delivery with your order number and clear photographs of the item and the issue, and we will arrange collection.
What we cannot accept
- Items returned after 3 days from delivery
- Items that have been worn, washed, altered, ironed or damaged after delivery
- Items with the tags removed
- Items returned without an order number or proof of purchase
- Items marked Final Sale or Clearance at the time of purchase
- Innerwear and socks, for hygiene reasons
Refunds
Once we receive and inspect your returned item, we will let you know whether the refund is approved.
- Approved refunds are processed within 7 working days of us receiving the item
- Refunds are issued to a bank account or mobile financial service account that you nominate at the time of the claim. We will ask for those details privately when your claim is approved, so never send them to us in an unsolicited message
- The original delivery charge is refunded only where the fault was ours
- We refund the amount you actually paid. We do not issue refunds against orders that were never paid for
Cancelling an order
You can cancel any order free of charge as long as it has not yet been handed to the courier. Email us with your order number as soon as possible. Once a parcel is with the courier it can no longer be cancelled, but you may still refuse it at the door.
Repeatedly refused deliveries
Placing orders and repeatedly refusing delivery without reason costs us the courier charge each time. We reserve the right to decline future Cash on Delivery orders from an address or mobile number where this happens repeatedly, and to ask for advance payment instead.
How to start a return or exchange
Email support@modernlane.xyz with your order number, the item and the reason, photographs if the item is damaged or incorrect, and whether you want an exchange or a refund. We will reply within one working day with what happens next.