FAQ
We can be reached via email anytime at hi@moderncitizen.com or via text message at 415-214-8414 (note that this phone number does not accept calls). Our business hours are Monday - Friday from 9am to 5pm PST. Our CX team will reply to your inquiry as soon as possible, but please allow at least 24 hours.
If you’d like to join our mailing list, please subscribe to our emails. No longer want to receive our emails? Safely unsubscribe via the link in any recent email.
If you’ve joined our email list but aren’t receiving emails, or if you’re simply having trouble reaching us, we’re so sorry. Your email provider may be accidentally marking the messages as Promotions or Spam, which can be prevented by adjusting your email settings (see instructions for Gmail and Yahoo). If that’s not the issue, email us at hi@moderncitizen.com and we’ll be happy to help you troubleshoot!
Modern Citizen is a brand and a retailer, which means we carry our own designs as well as products from other brands globally. The factory partners that manufacture our Modern Citizen private label are vetted and meet rigorous international standards for operation. For more information, feel free to reach out to us at hi@moderncitizen.com.
We’re always looking for talented individuals to join our in-person and remote / hybrid teams in San Francisco, New York City, and Los Angeles. Please visit Careers to see open positions, then email hi@moderncitizen.com with your resume and an introduction.
As of Fall 2022, we are offering our core collection up to size 3X. This is an exciting initial step that will help us lay the foundation for continued and more consistent expansion as we grow. If there is a style that you would like to see in a size other than what is currently available, you can let us know via the “Size Request” form on every product page. If you have any questions about sizing or size range, please feel free to email us at hi@moderncitizen.com.
We offer complimentary shipping on all U.S. orders. We require 1 - 2 business days to process and package your order, and then orders are shipped via USPS or UPS. Shipping times will vary based on your destination. During Checkout, there will be a shipping window noted based on your delivery address that is estimated by the carrier (typically between 1 - 7 business days) but cannot be guaranteed as carrier delays are beyond our control. We appreciate your understanding.
Due to uncertainty with carrier delays, we cannot support USPS Priority Mail Express shipping at this time. We are continuing to offer USPS Priority Mail as a service option, but please note that USPS’s stated time windows are only an estimate and not a guarantee.
Yes, we ship to several international countries. In order to see the most accurate shipping cost, begin the Checkout process and you will be prompted for your Shipping Address to automatically calculate shipping fees based on the item weight(s) and your destination (no credit card required).
Note that for International orders, any applicable duties must be paid upon receipt by the customer. For returns or exchanges, International customers are also responsible for return shipping.
We are unable to apply promotional codes to orders after they have been placed. At this time, our system only allows one code for each order and will default to the last code entered.
An item marked as Pre-Order means that you can pre-order the item now (charged at the time of purchase), and it will be shipped by the estimated date range noted on both the product page and when you add the item to your cart. This date range is typically accurate but may be subject to change and delays. If an item is delayed beyond its original pre-order delivery window, we will notify you via email with the option to cancel the order if desired.
If an item is marked as Final Sale (on the product page and in your cart), it cannot be returned or exchanged after purchase. We cannot issue a store credit or refund for any returned Final Sale items.
If you purchase an item and notice that the price has changed, please email hi@moderncitizen.com with a price adjustment request within 14 days from the date of purchase. A gift card in the amount of the difference will be processed, and in turn will make the item(s) non-refundable.
In many cases, we are able to restock our most popular items — simply select the size and/or color you’d like and submit your email address to the Waitlist. If the item comes back, we’ll send a one-time email notifying you that it is back in stock and available for purchase. Please note that this notification does not reserve the item, so we recommend purchasing it quickly if you want to ensure you’ll receive it!
To make a return or exchange, please visit our Returns Center. We accept exchanges and returns received within 30 days of your order’s original delivery. Exchanges and returns for store credit are free, or we can refund your original method of payment less a $5 return fee. Please note, this applies only to U.S. orders — for International returns, see below for additional instructions.
Promotional offers cannot be applied to previous purchases. All items noted as ‘Final Sale’ or purchased with an additional % off the noted sale price are considered Final Sale, and are not eligible for exchange or return. If an order is returned and no longer qualifies for its gift with purchase, the gift value will be deducted from the refund (unless the gift is also returned). Returned items must be unworn and in sellable condition. Candles, perfumes, and beauty products must be unopened (seal cannot be broken) and unused.
Holiday purchases placed between November 8 through December 25 can be returned for a full refund within 30 days or by January 15, 2023 for store credit. Gift recipients can also visit the Returns Center to start a request.
To make an exchange, please visit our Returns Center and follow the form until you can select an exchange option. We now also offer Instant Exchanges which allows you to immediately shop with your return credit before you ship your return, and your new order will be reserved and shipped right away. To use this feature, credit card authorization is required.
If you would like to exchange without using Instant Exchanges, we will process your exchange order* after we receive your return. You’ll receive an Order Update email from us with tracking information once your exchange order ships.
* Please note — we can't guarantee the item you requested for exchange will be in stock by the time we receive your return. If the item you requested is out of stock, we will process a refund for your returned item(s). If you have any additional questions, please email us at hi@moderncitizen.com.
Please visit our Returns Center and follow the instructions to initiate your international return (at this time, International customers are responsible for return shipping costs to our warehouse). You will receive a detailed email with instructions for how to manage your return per our policy. If you have any questions, don’t hesitate to reach out to us via email at hi@moderncitizen.com.
Our warehouse will process your refund within 5 - 10 business days from the date we receive your return delivery. Depending on your credit card policy, please allow up to 10 business days for the refund to appear on your account statement.