Independent profile. Not owned, sponsored or endorsed by Modlily.
Modlily Customer Reviews & Contacts
Modlily (modlily.com) is an online women's fast-fashion store. Its Terms of Use name Hongkong Yuzhen E-Commerce Co., Limited, of Kowloon, Hong Kong, as the merchant and are governed by Hong Kong law. Items can be returned within 30 days of delivery, and support is by live chat, Messenger, ticket and email; the Contact page lists no phone number.
Contacts
- Official websitemodlily.com ↗
Customer service & general contact
- Customer service email[email protected]
- Contact page: live chat, ticket, emailmodlily.com/contact-us-a350.html ↗
Cancel, billing & returns
- Start a returnmodlily.com/start-a-return-a377.html ↗
Locations
- HeadquartersC1, 12/F Wong King Industrial Building, 2-4 Tai Yau Street Kowloon
Is Modlily Legitimate?
- Legal name
- Hongkong Yuzhen E-Commerce Co., Limited
- Business type
- Online women's fast-fashion retailer operating modlily.com, run by a Hong Kong merchant
- Website
- modlily.comSource: Modlily home page, checked 2026-10-27
- Headquarters
- KowloonSource: Modlily Terms of Use, merchant business address, checked 2026-10-27
modlily.com publishes Terms of Use naming Hongkong Yuzhen E-Commerce Co., Limited, with a Kowloon business address, and Hong Kong register data lists that company as live. The store publishes a 30-day return policy, shipping rules, a Privacy Policy and a contact page with live chat, tickets and email. Trustpilot shows 13,203 reviews with a 4.2 TrustScore, alongside its notices that the company has not invited reviews recently and has not replied to negative ones. The U.S. Consumer Product Safety Commission's recall database lists no recall naming Modlily.
Points to weigh before buying: the merchant is in Hong Kong and the Terms are governed by Hong Kong law. A cash refund costs the return label fee if you use Modlily's label (at least US$10.99 in the U.S.), and original shipping and order protection are not refunded, while U.S. customers can return for store credit instead. A card refund can take 10-20 business days after Modlily issues it. Modlily offers no compensation for a parcel marked delivered to the correct address or lost on its way back to the warehouse, and claims for missing orders close 2 months after dispatch. The Terms also let the company cancel any order at its sole discretion. Keep your order number, payment receipt and tracking records.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Complaint and review record
Figures from outside review sites are shown separately and are not added to complaints filed on this site.
Trustpilot. Trustpilot shows 13,203 reviews for modlily.com and a TrustScore of 4.2; the company has claimed the profile since June 2016. The ratings are split: 70 percent of reviews give 5 stars and 20 percent give 1 star, with 6 percent at 4 stars and 2 percent each at 3 and 2 stars. Trustpilot notes that the company has not invited customers to review it recently, so the reviews may not be representative, and that it has not replied to negative reviews.
This site. No published complaint reports are currently linked to this profile. You can add yours through the write-review form.
Had an experience with Modlily? Tell other people what happened.
Submit a ComplaintReturns, refunds, shipping and contacting Modlily: its own rules
These are the rules Modlily publishes on its own Terms of Use, Return and Exchange Policy, Shipping and Handling and Contact pages. The return and shipping pages differ between the United States and other countries; U.S. rules come first. The terms shown at checkout for your country are the ones that apply to your order.
Returns and exchanges in the United States. You have 30 days from the date of delivery to return an item. Items must be in their original condition: undamaged, unstained and unworn, and swimsuits must still have the hygiene liner attached. Beach blankets, sunglasses, jewelry and hair accessories cannot be returned for hygiene reasons, and products marked 'No returns or exchanges' on the product page are final sale. Each order gets one free exchange for a new size, color or another item priced the same or lower, and each item can be returned or exchanged only once; an item received in an exchange cannot be returned again. Customers pay return shipping, but the policy offers free returns as store credit, which it says never expires. For a refund to your payment method, the original shipping and order protection are not refunded, and if you use Modlily's return label its fee, which depends on the number of items and weight and is at least US$10.99 (CA$12.99 in Canada), is deducted from the refund.
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U.S. customers can also drop items off without a box or printer at a Happy Returns Return Bar location.
Returns from other countries. The Non-US version has the same 30-day window and item conditions but no free exchange, and the return label fee is shown in local currency (at least £3.99 in the pound version).
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Depending on the country, the last rule either offers free returns as store credit or says customers pay return shipping. The FAQ at the bottom of the page, which applies to all countries, says customers pay return shipping.
How to start a return. Log in and open My Order, or use Order Lookup if you checked out as a guest, then follow the steps to get a return label, a Happy Returns QR code or the return address.
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Use only the return address customer service gives you: the policy says the address printed on your parcel is not an authorized return address and that you remain liable for losses caused by sending a return to the wrong address. The return warehouse is in New Jersey. Modlily says it is not responsible for packages lost or damaged in return transit, so if you use your own carrier, choose an insured, trackable service. Items that are not from Modlily are discarded.
When the refund arrives. Modlily says it issues the refund within 7 business days after its warehouse receives the return and checks the items; a Happy Returns return is processed once it is dropped off. The money normally appears in the Modlily wallet within one business day, and the wallet balance can be spent on the site or withdrawn to PayPal or a bank account. Refunds to PayPal normally take 1-3 working days, and to a credit or debit card 10-20 business days, depending on the bank.
Shipping prices in the United States. Standard Shipping costs $12.99 for orders under $39, $8.99 for orders of $39-$79 and is free over $79. Expedited Shipping costs $24.99 under $99, $19.99 for $99-$149 and $9.99 over $149. QuickShip, priced like Standard, and Express Shipping, at $19.99 under $99, $14.99 for $99-$149 and $6.99 over $149, ship from U.S. locations and take 3-4 and 1-2 business days in transit. These are the rates the Shipping page lists for the United States. Shipping times there exclude order processing: the page counts total delivery time as processing plus shipping, shows an estimated delivery window for each method and warns that customs clearance, weather and flights can delay delivery; the tracking page gives the latest date. Other countries have their own rates, shown when you pick a country on the Shipping page. Changing an order after it is placed can reduce your refund if the order no longer qualifies for the earlier free-shipping or coupon terms.
Orders that do not arrive. Contact Modlily within 2 months after the order ships; the policy says later requests are not accepted. If the loss is Modlily's responsibility, it offers a full refund including shipping, but not order protection, or resends the missing products. If the address you entered was wrong, shipping and order protection are not refunded.
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Modlily treats a package as delivered once tracking marks it delivered to the address you gave, and offers no compensation for non-receipt in that case. Standard Shipping normally carries no extra duties, but customs charges vary by country; if you had to pay one, keep the receipt and contact customer service.
How to reach the company. The Contact page offers Messenger, live chat, a support ticket and email, with replies to tickets and email promised within 1 business day; the email address is [email protected].
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The About page says live chat runs 24 hours a day, seven days a week. The Contact page lists no phone number, and the company's own text on its Trustpilot page says it offers no phone support and warns against calling numbers posted by unverified people on other websites. Have your order number, photos of the items, a screenshot of the product page and the tracking status ready.
Cancellation, pricing and liability terms. The Terms of Use let Modlily refuse or cancel any order at its sole discretion, for example because of quantity limits, pricing or product errors, or problems flagged by its credit and fraud-prevention team, and say it will contact you if an order is canceled.
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Prices are calculated in U.S. dollars and converted for other currencies; the price on the product page is the one you pay, excluding shipping. To the maximum extent the law allows, the Terms also cap Modlily's total liability at the fees you paid it in the month before the event that gave rise to the claim.
If Modlily does not resolve it. If you paid by credit card, write to your card issuer; the FTC advises that the letter reach the issuer within 60 days after the first bill showing the error was sent to you. That clock runs from the statement, not from Modlily's 2-month window for missing orders, so if a parcel is late or missing, file the card dispute in time even while you are still talking to Modlily.
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PayPal, Afterpay and Klarna purchases can be disputed through those providers. Because the merchant is based in Hong Kong, the FTC directs reports about companies in other countries to econsumer.gov; you can also report the problem to the FTC at ReportFraud.ftc.gov and to your state attorney general's consumer protection office.
Court cases and product recalls
Dalton v. Modlily. Julie Dalton filed this case, 0:25-cv-02275, in the U.S. District Court for the District of Minnesota on May 29, 2025, against a defendant named only as 'Modlily'. The docket does not give the defendant's legal entity or website, so it does not show whether the case concerns the operator of modlily.com. It classifies the case as a civil rights matter under the Americans with Disabilities Act (nature of suit 'Civil Rights: Americans with Disabilities - Other', cause 42 U.S.C. 12101), assigned to Judge David S. Doty; its entries do not describe the specific claims. A summons was issued on the day of filing. On July 22, 2025 the plaintiff filed a notice of voluntary dismissal, which ended the case without any ruling on the merits.
Product recalls. The U.S. Consumer Product Safety Commission's recall database lists no recall naming Modlily as retailer, manufacturer, importer or product.
Court & Public Records
Dalton v. Modlily
DismissedOn July 22, 2025 the plaintiff filed a notice of voluntary dismissal (filing 4), the last docket entry; the court made no ruling on the merits, and the docket entries do not describe the specific claims.
Case details: Dalton v. ModlilyShow less
Civil rights case filed by Julie Dalton against a defendant named only as 'Modlily' (nature of suit 'Civil Rights: Americans with Disabilities - Other', cause 42 U.S.C. 12101), assigned to Judge David S. Doty. The docket does not identify the defendant's legal entity or website, so it does not show whether the case concerns the operator of modlily.com.
Who operates Modlily
Modlily's Terms of Use name the merchant as Hongkong Yuzhen E-Commerce Co., Limited, with a business address at C1, 12/F Wong King Industrial Building, 2-4 Tai Yau Street, Kowloon, Hong Kong, and say the terms are governed by the laws of the Hong Kong Special Administrative Region. The Privacy Policy gives only the email [email protected] and does not name a company.
Hong Kong register data republished by OpenCorporates lists Hongkong Yuzhen E-Commerce Co., Limited (Chinese name 香港鈺真電子商務有限公司) as company number 2409809, a live private company limited by shares. Its incorporation date and directors are held by the Hong Kong Companies Registry.
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On its About page Modlily describes itself as a fast-fashion brand operating since 2009 with its own designers and factory; these are the company's own claims. The site footer reads '© 2005-2026 modlily.com'. The About page lists payment by PayPal, Visa, Mastercard, Discover, Diners Club, Afterpay and Clearpay, and says Modlily does not collect card numbers itself.
Frequently Asked Questions
Who operates Modlily?
The Terms of Use on modlily.com name the merchant as Hongkong Yuzhen E-Commerce Co., Limited, with a business address at C1, 12/F Wong King Industrial Building, 2-4 Tai Yau Street, Kowloon, Hong Kong, and say the terms are governed by Hong Kong law. Hong Kong register data lists the company as live, company number 2409809.
What does Modlily sell?
Modlily describes itself as a professional online fashion clothing boutique. The site menu lists New Arrivals, Tops, Sweatshirts, Outerwear, Dresses, Swimwear, Bottoms and All Women's Clothing, with Plus Size Tops, Plus Size Dresses and Plus Size Swimwears among the categories.
Does Modlily have coupons or discount codes?
The Modlily site advertises a discount for new users, an app-exclusive discount on the first app order, and offers for visitors who subscribe. The amounts and conditions are shown on the site; check them before you check out.
How do I sign in to a Modlily account?
The Modlily sign-in window lets you sign in with your email or phone number and a password, or with a verification code, or continue with Google, Apple, Facebook or PayPal. It has a Forgot Password link and a Create Account option. The account menu lists My Orders, My Coupons and My Balance.
How long do I have to return a Modlily order?
The Return Policy gives 30 days from the date of delivery. Items must be unworn, unstained and undamaged, swimsuits must keep the hygiene liner, and products marked 'No returns or exchanges' are final sale; beach blankets, sunglasses, jewelry and hair accessories cannot be returned. Each item can be returned or exchanged only once. U.S. orders also get one free exchange per order and free returns as store credit; outside the U.S., depending on the country, customers either pay return shipping or can return for store credit.
How long does a Modlily refund take?
The Return Policy FAQ says the refund is issued within 7 business days after the warehouse receives and verifies the items. It gives separate timings: one business day for the amount to appear in the Modlily wallet (the balance can be used for purchases or withdrawn to PayPal or a bank account), 1-3 working days for PayPal and 10-20 business days for a credit or debit card, depending on the financial institution. In the United States, a Happy Returns drop-off is processed once the return is dropped off at the Return Bar location.
Who pays for return shipping on Modlily?
The customer does. The Return Policy says customers pay return shipping, and if you use Modlily's return label its fee, at least US$10.99 depending on the number of items and weight, is deducted from the refund. The United States version adds free returns as store credit, which it says never expires, and one free exchange per order. On a return for a refund, the original shipping and order protection are not refunded.
What does Modlily say to do if an order does not arrive?
Shipping and Handling says to contact the company within 2 months after dispatch. For a correct address within that period it describes a full refund including shipping but excluding order protection, or a resend. If the address you entered was wrong, shipping and order protection are not refunded, and a package that tracking marks as delivered to the correct address gets no compensation for non-receipt. Requests made more than 2 months after dispatch are not accepted.
Can I be charged customs duties on a Modlily order?
The Shipping page says customers are normally not assessed duties or taxes via Standard Shipping, but that 'Customs taxes vary by country/region and will be charged according to the local customs policies', and asks customers who had to pay a customs fee to keep the payment receipt and contact customer service.
How do I contact Modlily customer service?
Use live chat, Messenger, a support ticket or email at [email protected]; the Contact page promises replies to tickets and email within 1 business day. The Contact page lists no phone number, and the company's own text on its Trustpilot page says it offers no phone support and warns against calling numbers posted by unverified people on other websites. Have your order number, photos of the items and the tracking status ready.
Has Modlily been sued in a U.S. court?
Federal court records list Dalton v. Modlily, 0:25-cv-02275, in the U.S. District Court for the District of Minnesota, an Americans with Disabilities Act civil rights suit filed on May 29, 2025. The docket names the defendant only as 'Modlily' and does not give a legal entity or website, so it does not show whether the case concerns the operator of modlily.com. The plaintiff voluntarily dismissed it on July 22, 2025, and the court made no ruling on the merits.
What does Trustpilot show for Modlily?
Trustpilot shows 13,203 reviews and a 4.2 TrustScore for modlily.com. Reviews are split, with 70 percent at 5 stars and 20 percent at 1 star. Trustpilot notes that the company has not invited customers to review it recently, so the reviews may not be representative, and that it has not replied to negative reviews.
Sources (6)
Modlily (own site)
- Modlily About Us page modlily.com
- Modlily Terms of Use modlily.com
- Modlily Return and Exchange Policy modlily.com
Public records
- Justia docket, Dalton v. Modlily, D. Minn. 0:25-cv-02275 dockets.justia.com
- OpenCorporates, Hong Kong company 2409809 opencorporates.com
Review sites
- Trustpilot, Modlily company information trustpilot.com