General Questions
How to Shop
Returns / Exchanges


Customer Care

For questions about your order or inquiries about our site, please email:
or call:
1 (800) 707-9898
1 (212) 729-0984
Monday - Friday 9am - 9pm EST
Saturday - Sunday 10am - 5pm EST

Personal Stylists
Our Personal Stylists can assist you with choosing a look, or with questions about product and fit. Simply email:
or call:
1 (212) 229-2075
1 (888) 530-4953
Monday - Friday 9am - 6pm EST

General Questions

1) What is Moda Operandi?

Moda Operandi is the premier fashion pretailer that allows you to preorder the latest ready-to-wear fashion, shoes, accessories, and jewelry months before they are available anywhere else.

2) How does M’O work?

Moda Operandi runs online designer trunkshows (typically 3-7 days), where you can preorder the latest fashion straight from the runway. You place a 50% deposit at the time of purchase, the style is then produced by the designer, and the balance is paid once your order ships.

3) Are products sold on the site authentic?

We guarantee that every item we sell is 100% authentic from all of the designers we feature.

4) How do I learn about upcoming trunkshows?

Please visit the Trunkshow Calendar for updates, or sign up on our mailing list to receive notifications on your favorite designers. We typically feature at least one new collection per day. New trunkshows generally start at 9 a.m. EST on weekdays. If you are interested in a particular designer or specific looks, please contact your Personal Stylist at or call: 1 (212) 229-2075 · 1 (888) 530-4953.

5) How are the products chosen for each trunkshow?

Runway collections are featured in full on the site, unless a designer has presented a specific item not intended for retail.

6) What does it mean when there is a minimum or maximum for an item?

If you placed an order for an item that has a minimum quantity, and the minimum for the item is not met during the period of the trunkshow, your credit card will be refunded once the designer informs M’O of the cancellation. In certain cases, only limited quantities of a specific item are available. If an item that you placed in your shopping cart is in limited supply, the expiration will be indicated in your cart so that you can act quickly to secure the item; otherwise, it will sell out.

7) How long will it take for me to receive my order?

The product description for each item will contain information about the estimated delivery window for that particular item. Once you have purchased an item, this information will be reflected in your account.

8) How do I send feedback to the M’O team?

Email us at

How to Shop

9) How do I reach a Personal Stylist?

Email your Personal Stylist at or call: 1 (212) 229-2075 · 1 (888) 530-4953.

10) How do I select the right size?

Click on the “Size Chart” link, found on every M’O product page. Sizes vary by designer.
Contact your Personal Stylist for help with your sizing and fit: or 1 (212) 229-2075 · 1 (888) 530-4953.

11) Can I place an order over the phone?

Yes. Call your Personal Stylist, who will place the order on your behalf: 1 (212) 229-2075 · 1 (888) 530-4953.

12) Once I put an item in my cart, is it reserved?

Items you put into your cart are reserved unless the trunkshow has a cart expiration due to limited quantities. However, the item is only reserved during the duration of the trunkshow on the site.

13) How do I change my email address on file?

Go into “My Account” and “My Profile” to update the email address in your personal profile.

14) How do I unsubscribe from M’O mailings?

Click the “unsubscribe” button at the bottom of the daily emails.

15) Why have my item(s) been cancelled?

Sometimes designers cancel styles after a production assessment. You will be refunded for the full amount paid.

16) Can I cancel an order once it has been placed?

After an order has been placed, it cannot be cancelled unless the shipment has been delayed past the stated delivery window.

17) I’ve forgotten my login/password. What should I do?

To change your password, click “Sign In” at the top of any M’O page and then click “FORGOT PASSWORD.”


18) How does payment work?

When you place an order at Moda Operandi, you are charged an initial deposit of 50% of your total price at checkout. The remaining balance, plus shipping fees, taxes and duties (when applicable), will be processed on your credit card at the time of dispatch.

19) What payment methods does M’O accept?

We accept Visa, MasterCard, American Express, Visa Debit, and JCB cards.

20) Can I pay with multiple credit cards for one order?

In order to pay with separate credit cards, you must place different orders for each individual method of payment.

21) How can I change my credit card details?

To change your credit card details, go into the “My Payment Methods” of your M’O account.

22) Can I pay in currencies other than US dollars?

You can make payments in US dollars or euros. Currencies will be displayed by country, so check the top of your screen to make sure you have selected the right country.

23) What is the difference between a site credit and a gift credit?

When you return an item to us that is refunded as store credit, we issue a credit to your M’O account in the full amount paid, minus outbound shipping. This is referred to as site credit, and site credit does not expire. Occasionally, M’O may offer gift credits as part of a loyalty program or a promotion. Unlike site credits, gift credits have an expiration date and may be subject to a minimum transaction value. All site and gift credits may be found in the “My Credits & Promotions” tab of your Moda Operandi account.

24) How is my credit applied to my order?

When you place an order at Moda Operandi, you pay a 50% deposit at the time of purchase and pay the balance when your item ships. Moda Operandi gives your first payment to the designer to commence production of your order. Therefore, credits will first be redeemed toward your second payment, and any remainder will be applied to your deposit.

You can redeem credit toward a new order by checking the “Use My Promotion” or “Apply My Credit” box at checkout. You can also apply credit to an open order by contacting Customer Care at or 1 (800) 707-9898 · 1 (212) 729-0984.

25) Will I receive a refund for item(s) cancelled?

Yes, the deposit charged will be refunded onto the original credit card used to place the order. This will be reflected on your banking statement in 3 to 14 business days.

26) How do I pay taxes and duties?

Prices displayed on the website are exclusive of taxes and duties. When you place your order at checkout, sales tax and customs duties (where applicable) will be calculated on the total merchandise value, before discounts or credits have been applied. Taxes and duties will be processed on the second payment of your order transaction.

If you are shipping within the US, sales tax will only be applied to orders shipped to New York and California. Within the EU, prices displayed on the website are inclusive of VAT. All other non-customs-related local taxes are the customer’s responsibility and Moda Operandi is not responsible for reporting or paying additional local taxes to states, such as Use Tax.

When shipping to countries outside of the US (see list below), most destinations are delivered to on a DDP (Delivery Duty Paid) basis, which means relevant import taxes and duties are calculated at checkout and processed by Moda Operandi once your order ships. If you are shipping on a DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be paid through Moda Operandi, and you will instead be invoiced by the shipping carrier upon delivery of your merchandise. To learn more about DDP/DDU or to find out if we ship to your country, please contact Customer Care at or call: 1 (800) 707-9898 · 1 (212) 729-0984.


Argentina, Australia, Austria, Belgium, Canada, Chile, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guam, Guernsey, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Korea, South, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Portugal, Puerto Rico, Romania, Saudi Arabia, Singapore, Slovenia, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, Venezuela, Vietnam


Bermuda, Brazil, Bulgaria, Cameroon, Croatia, Iceland, Israel, Korea, Macau, Romania, Taiwan ROC, Turkey


27) Where does M’O deliver?

We ship globally with a variety of carriers to all countries except Iran, Libya, and Cuba.

28) Does M’O ship to P.O. boxes or freight forwarding?

We only deliver to P.O. boxes in: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and United Arab Emirates. We do not deliver to forwarding addresses, including Aramex addresses.

29) Do any items have shipping restrictions?

Due to international trade agreements and regulations, Moda Operandi is obliged to adhere to particular shipping restrictions. As a result, we cannot dispatch items made of exotic skins to California or outside of the United States. In addition, some products manufactured in China, and fine jewelry of certain compositions, are not allowed to be shipped to some countries. If the item is subject to shipping restrictions, this will be indicated in the product details. To proceed with purchasing this item, you would need to ship to a different destination address. If you have questions about shipping restrictions, please contact Customer Care at or 1 (800) 707-9898 · 1 (212) 729-0984.

30) Does M’O ship to multiple addresses?

In order to ship to separate addresses, you must enter a separate order for each shipping address.

31) Is my package insured?

All items are insured against theft and accidental damage while in transit from M’O to the delivery address. Once your items have been delivered, they are no longer covered by M’O insurance. If your box is damaged upon arrival, we recommend that you refuse the delivery. Please notify Customer Care at or 1 (800) 707-9898 · 1 (212) 729-0984 if you have refused a package.

32) How will my order be packaged?

Your order will be delivered in Moda Operandi’s signature archival packaging.

33) Can I add items to, or change the address of, an existing order?

After you submit an order, it is not possible to add items. If you need to change the shipping address prior to dispatch, you can do so by contacting Customer Care at or 1 (800) 707-9898 · 1 (212) 729-0984.

34) How will I know you received my order?

After you place your order, you will receive a confirmation email.

35) When will I receive my order?

The product description for each item will contain information about the estimated delivery window for that particular item. Once you have purchased an item, this information will be reflected in your account. If you have questions about the delivery window for a specific item, please contact Customer Care at or call: 1 (800) 707-9898 · 1 (212) 729-0984.

36) Can I track my order?

Once your order has shipped, you will receive an email confirmation with your shipping and tracking details. You will also be able to track your order by accessing your Moda Operandi account. For more details, contact Customer Care at or call: 1 (800) 707-9898 · 1 (212) 729-0984.

37) Can I cancel my order after the delivery window?

If your order is overdue past the delivery window, contact Customer Care at or call: 1 (800) 707-9898 · 1 (212) 729-0984.

38) When will shipping be charged?

Shipping fees are calculated at checkout and charged when your item ships.

39) How much does shipping cost?

This chart provides information on available methods of shipping as well as associated costs.


Destination Service Cost Transit time
New York, New Jersey, Connecticut Standard Free 2 - 3 Business Days
Manhattan Zip Codes* Standard Free 2 - 3 Business Days
  Same Day Delivery $25 Same Day Delivery
United States Standard Free 4 - 6 Business Days
  Express $15 2 - 3 Business Days
Canada Express $20 2 - 4 Business Days
Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Russia, Ukraine, Uzbekistan Standard $95 10 - 15 Business Days
Rest of World Express $55 2 - 4 Business Days


Destination Service Cost Transit time
Great Britain (Not including Ireland) Standard Free 1 - 2 Business Days
Rest of EU Standard € 20 2 - 5 Business Days
  Express € 30 1 - 5 Business Days
Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Russia, Ukraine, Uzbekistan Standard € 95 10 - 15 Business Days
Rest of World* Standard € 40 2 - 5 Business Days
  Express € 55 1 - 5 Business Days

Returns / Exchanges

40) What is the M’O return policy?

Moda Operandi offers complimentary return shipping. We are pleased to accept timely returns of unused, unworn, unwashed, unaltered and undamaged items within 15 days from the date you received your order. Your items must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials.

Please see final sale items below:

  • Books
  • Cosmetics
  • Customized items
  • Fragrances
  • Hosiery
  • Housewares
  • Fine Jewelry
  • Lingerie
  • Skincare
  • Swimwear
  • Vintage items

Holiday Collection 2014

Select gift orders, excluding final sale items, placed on October 23, 2014 through December 24, 2014 are eligible for return until January 5, 2015.

41) How do I return or exchange an item?

If you would like to return an item from within the U.S., sign in to your Moda Operandi account and click “Returns” under “My Account.” Select “View Recent Shipments” and click “Request Return” under the item(s) you wish to return and complete the pop-up page to generate your prepaid shipping label and instructions.

If you would like to return merchandise from outside of the U.S., please contact or 1 (212) 729-0984 to arrange for a prepaid shipping label and return instructions to be emailed to you.

Moda Operandi will do our best to accommodate exchange requests, but given the limited inventory of our highly exclusive merchandise, exchanges are subject to designer availability in the size you require and may take up to a month to complete. Please contact or 1 (800) 707-9898 • 1 (212) 729-0984, and a member of our Customer Care team will be pleased to discuss your exchange options.

42) If a non-returnable item is damaged, what is my recourse?

If an item you have received is damaged, please contact Customer Care at or call: 1 (800) 707-9898 · 1 (212) 729-0984.


43) Will I have to pay tax/duty on gifts that I purchase on the site?

For countries where M’O offers DDP (Delivery Duty Paid), you may pay for duties and taxes at checkout.
For countries where M’O offers DDU (Delivery Duty Unpaid), you are charged upon the arrival of the item into the recipient’s country.

44) How will I know if my gift has been shipped?

You will receive a confirmation email once your gift has been dispatched.

45) I ordered a gift and it hasn’t arrived yet. Where is it?

Your tracking number is available under “My Open Orders” in your M’O account.