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 Customer Experience team will reply to your inquiry as soon as possible, but please allow at least 24 hours.
If you’d like to receive our email newsletter, please subscribe to our email list via the subscription form in the footer of our website. No longer want to receive our emails? Safely unsubscribe via the link in any recent email or reach out to us at hi@moderncitizen.com.
If you’ve joined our email list but aren’t receiving emails, it’s possible that your email provider may be accidentally marking the messages as Promotions or Spam. This 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, please review our annual Responsibility Report or 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 our open positions, then email hi@moderncitizen.com with your resume and an introduction.
Today, about 98% of the styles in our assortment are offered in Sizes XS - 1X (see our Size Guide for numeric conversion) as we work toward making our entire collection more inclusively sized. As a small business, these initial steps will help us lay the foundation for 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 ground shipping on all U.S. orders. For U.S. orders, we also have the option to upgrade to USPS Priority Mail though shipping times will vary based on your destination. At Checkout, there will be a shipping window noted based on your delivery address that is only an estimate by the carrier (typically between 1 - 7 business days). For orders to Canada, shipping rates and times are also carrier-calculated and displayed during Checkout.
For all orders, we require 1 - 2 business days to process and package your order before shipping. Orders are shipped Monday through Friday only as our Warehouse team does not fulfill on weekends.
Please note that delivery dates cannot be guaranteed as carrier delays are beyond our control once your order leaves our warehouse. If an order is returned, we also cannot refund shipping costs for upgraded or expedited services like USPS Priority Mail as these fees go directly to the carrier. We truly 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. If an order is returned, we also cannot refund shipping costs for upgraded or expedited services like USPS Priority Mail as these fees go directly to the carrier. We truly appreciate your understanding.
We currently ship to the United States and Canada only. In order to see the most accurate shipping options and costs, 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). Applicable duties and taxes for Canada can now also be paid ahead at Checkout, so there should be no surprises upon your order delivery!
Please note — Canadian customers are responsible for return shipping costs, which will be deducted from the refund amount once the return is processed. Return shipping labels and customs forms can be generated via our Returns Center. At this time, we do not support Exchanges from Canada; we recommend placing a new order if you’d like to exchange for a different size, color, or item.
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 for a full refund.
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 item is still in stock but the price has changed, please email hi@moderncitizen.com with a price adjustment request within 14 days from the date of purchase. A store credit 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!
By paying for Return Coverage when placing your order, you are qualified to return eligible items at no extra cost. This flat fee (displayed at Checkout) is optional, but if you opt-in for Return Coverage your order is guaranteed to receive unlimited returns and exchanges for all non-Final Sale items in that order. Returns or exchanges must still be received within 30 days of delivery. At this time, Return Coverage is only available for U.S. orders.
You may still submit a return request later if you don’t purchase Return Coverage, but that return will be subject to our standard Return Policy and associated return fees. Please note — purchasing Return Coverage is final sale and cannot be refunded.
To initiate a return or exchange of your order online, please visit our Returns Center. Customers are also welcome to visit our Stores to make a return or exchange for both online and store orders for free.
For U.S. orders, we accept returns and exchanges received within 30 days of your order’s original delivery. Returns for store credit and exchanges are free. If you purchased Return Coverage on your order, all return fees are waived. For orders without Return Coverage, there will be an $8 return fee deducted from your refund. If an order is returned, we also cannot refund shipping costs for upgraded or expedited services like USPS Priority Mail as these fees go directly to the carrier. We truly appreciate your understanding.
For Canada orders, we accept returns received within 15 days of your order’s original delivery. At this time, we do not support exchanges from Canada; we recommend placing a new order if you’d like to exchange for a different size, color, or item. The cost of return shipping (displayed during the return process) will be deducted from your refund. Customs forms can also be generated via our Returns Center.
We can only accept returns for purchases made on our website (moderncitizen.com) or in our own Stores; we cannot accept returns for purchases of our merchandise made through any third party retailer.
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 15 through December 25 can be returned for a full refund within 30 days or by January 15, 2025 for store credit. Gift recipients can also visit the Returns Center to start a request.
U.S. customers can make an exchange online or visit our Stores to make an exchange for both online and store orders for free. At this time, we do not support exchanges from Canada; we recommend placing a new order if you’d like to exchange for a different size, color, or item.
To begin, 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 original return. As soon as the return is processed, your requested Exchange order is created and you’ll receive an Order Update email from us with tracking information once the Exchange order ships. If you’ve requested an Exchange where your new order total is higher than your original returned order, you will be sent an invoice to pay the balance due in order to process your Exchange.
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 to your original payment method for your returned item(s) and notify you via email. If you have any additional questions, please email us at hi@moderncitizen.com.
Yes! Customers are welcome to visit our Stores to make a return or exchange for both online and store orders for free.
Please note — all returns and exchanges are subject to our standard Return and Exchange policy outlined in our FAQs. We can also only accept returns for purchases made on our website (moderncitizen.com) or in our own Stores; we cannot accept returns for purchases of our merchandise made through any third party retailer. We appreciate your understanding.
Yes! Customers are welcome to make a return or exchange request online for an order placed in store. Please email hi@moderncitizen.com to initiate a return or exchange of your store order online.
Please note — all returns and exchanges are subject to our standard Return and Exchange policy outlined in our FAQs. We can also only accept returns for purchases made on our website (moderncitizen.com) or in our own Stores; we cannot accept returns for purchases of our merchandise made through any third party retailer. We appreciate your understanding.
An Instant Exchange allows you to place your Exchange order online before your return is shipped back to us, which allows you to receive your Exchange items much faster than a regular Exchange request.
In order to place an Instant Exchange, you will have to enter your credit card information at the time of the Instant Exchange order creation. Our Returns provider will store your credit card information and place a hold on your card for the order amount of the items in your Instant Exchange. Once your original return is processed, this hold will be released and you will not be charged.
Please note — if your original return is not shipped back to us within the time period specified in our Return Policy, you will be charged in full via credit card for the new order placed via Instant Exchange. Additionally, if there is any difference in the order amount of the original return request and what we actually receive in your return package, we will charge for any remaining balance owed utilizing the Instant Exchange credit card authorization.
At this time, we are currently shipping outside of the U.S. to Canada only. Canadian customers are responsible for return shipping, which will be deducted from the refund amount. Customers are also welcome to visit our Stores to make a return or exchange for both online and store orders for free.
Return shipping labels and customs forms can be generated via our Returns Center. At this time, we do not support Exchanges from Canada; we recommend placing a new order if you’d like to exchange for a different size, color, or item.
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.