Refund policy

Returns on personalised items

Every Moda London piece is engraved to order using the personalisation details supplied. Because each item is created specifically for you, personalised items cannot be returned or refunded because of a change of mind.

If something is wrong with your order

Your statutory rights are unaffected. If an item arrives faulty, damaged, not as described or not as ordered, please contact us. We will arrange the appropriate replacement, re-engraving or refund and aim to respond within one working day.

The 30 day right to reject applies where goods are faulty, not as described or not fit for purpose. It is not a change of mind return period. Other statutory remedies may remain available after 30 days.

Cancellations and changes

Orders can be changed or cancelled free of charge until your engraving has been approved for production. We usually approve within one working day, so please contact us as soon as possible. Once your engraving has been approved for production, changes and cancellations are not possible. We cannot refund or exchange an item where it has been made correctly using personalisation details supplied incorrectly by the customer.

Our Quality Guarantee

Every Moda London piece is backed by our quality guarantee against manufacturing defects in materials and craftsmanship. If your piece develops a fault arising from how it was made or finished, contact us and we will make it right.

This guarantee covers manufacturing defects only. It does not cover scratches, normal wear and tear, accidental damage, loss or theft, or personalisation errors submitted by the customer. It is in addition to, and does not limit, your statutory rights.

Return Shipping

Where a return is agreed because an item is faulty, damaged or incorrect through our error, we will provide return shipping at no cost to you.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not fit for purpose. Customers outside the United Kingdom retain any rights granted by the consumer laws of their own country.

Need Assistance?

If you have any questions about your order, please contact our customer care team at support@modalondon.com and we will be happy to assist you.

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Matthew, the owner, provides one of the be...

Matthew, the owner, provides one of the best customer service I have seen on Etsy. His work is quick, and he is so understanding when I told him I needed the set of cufflinks and tie clip sent as soon as possible to make it here in the United States from the United Kingdom in time for my wedding on September 27, 2026. He kept his words and shipped out immediately. I received my package in one week (it was stuck in customs for a few days which he is not responsible for, our country is just slow at processing). The items were beautiful and high quality. They have a heavy weight to them and did not felt cheap at all. You can tell he cares about his business and his customers. Overall, my experience was very postive and I have nothing but all positive words to say about this store.

I bought a pair for my soon-to-be husband...

I bought a pair for my soon-to-be husband for our wedding, and they are perfect. I asked for our wedding monogram, and they were able to make that happen! Thank you!!!