SHOPPING WITH US

Model Citizen Australia is an Australian menswear brand known for its
directional approach at blurring the lines between tailoring and
streetwear.

Embracing the subtle defining elements from both opposing worlds and presenting a refined product.

Creating an independent opinion that promotes collaboration, voicing
ideas on lifestyle and representing the generation of now in fashion.

A new way of thinking for the future

The e-commerce website, along with the responsive mobile, tablet
versions of the site all focus on merging the slow adapting world of
fashion and tech to offer a user-friendly focus for the consumer.

As an extension of the brand’s online platform reach, we guarantee
the authenticity of every product we stock, including the online
exclusive range.

The best way to stay up to date with new arrivals, promotions,
upcoming events, exclusive releases and sample sales is to sign up for
our newsletter. For specific details or enquiries email us at info@model-citizen.com.au

Seasonal Sales, Sample Sales, New Arrivals and Promotions

Signing up for our newsletter is the best way to receive updates
about Seasonal Sales, Sample Sales, New Arrivals and Promotions. You can
subscribe when creating an account, or by entering your email address
in the “stay in touch” form situated on the footer of each page.

Price Protection

Excluding coupons and temporary price reductions, we offer a one-time
price adjustment on products purchased 7 days before it is discounted.
Or products to qualify for price adjustment, the same style and size
must be available for purchase at the time of your price adjustment
request.

Promotional codes

Model Citizen does offer promotional coupons from time to time to
member’s on our database with a set time for validity or uses. In some
cases, we may offer customers store credit in the form of a coupon to
use as credit on the online store. If you are issued a promotional code,
please refrain from handing out and sharing the user code as each code
is recorded and uses are monitored.

For any promotional code queries contact us on customercare@model-citizen.com.au

International Duties and Taxes 

All international duties and taxes are the responsibility of the
receiver. We ship the products “Delivery Duties Unpaid (DDU)”, therefore
any customs or import duties and taxes that are charged once the parcel
reaches its destination country is the responsibility of the recipient
of the parcel. Unfortunately, we do not have any control over these
charges and aren’t able to disclose any amount or value, as customs
policies, import duties and taxes vary from country to country.

Although, http://www.dutycalculator.com/ may provide only an indication of sales & duties expected costs.

Please contact your local customs office for information on these prices, so you aren’t surprised by any additional charges.

Returns & Exchanges

Model Citizen aims to ensure its customers full satisfaction. If you
are not completely satisfied with your purchase, you may return your
item(s) for an exchange of size/style or a refund (without the original
shipping cost).

To return an item, the following conditions must be met:

Returns must be made within 7 days of delivery by immediately sending us an email at customercare@model-citizen.com.auThe returned item(s) must be original sale-able condition with
packaging and all tags attached, goods haven’t shown any signs of being
worn, tampered with, damaged or washed.

Please note – customers will not be refunded for initial shipping
costs or taxes. Exchange option from the website shop will be given for
retail price of item(s) purchased.

The
item may not come from a made to order/special order collection
request.We do not offer exchange/refunds on sale items.International
customers are liable to pay for their own shipping costs upon returning
or exchanging any item.Fill out the Return Form – provided by Customer
Service upon request and include with your mail return parcel.We do
offer a full refund on faulty itemsIf conditions are met:

Please send return or exchange parcels to:

MODEL CITIZEN HQ
63 Annette St,
Tingalpa,
Brisbane,4173
Queensland,

Australia.

Please note, we are not responsible for risk of loss or damage during
return shipment which is why request you return ship any parcels with a
tracking ID (please consider insurance) and benefit from our DHL
account service by contacting us to invoice you separately and arrange a
pickup.

Please contact us at customerservice@model-citizen.com.au for further assistance with a return or exchange.

Payment & Checkout

Currency

Being an Australian menswear label, with a segment of the range
produced here in Australia, and use of Australian sourced raw materials,
we display all Pricing and Currency in Australian Dollars on landing no
matter where you are in the world.

At this stage, we offer the ability to use our integrated currency
converter situated on the bottom right of the footer, currently
servicing all major fashion capital currencies including our neighbors :

United States – USD

European Union – EU

United Kingdom – GBP

Japanese Yen – JPY

New Zealand -NZD

Australia – AUD

For a quick conversion from your currency, if not diplayed above, use
for the most accurate by the minute currency conversion, allow for
minor fluctuations –XE.com

Our payment processing setup is all managed by PayPal, every currency
supported by PayPal is supported on our online store during the
checkout process even if your specific country currency isn’t available
for viewing on the website, currency conversion charges may apply via
PayPal.

Payment

Payment setup is all managed by PayPal – we accept Visa, MasterCard,American express,JCB,Discover and Diners club.

Special orders processed via bank transfer and over phone credit card processing available upon request.

Upon receiving order, if the billing information is incorrect or
incomplete, we may contact you for confirmation before your order is
shipped.

Creating an Account/Login/Signup

All e-commerce store purchases via the website/phone requires the
customer to create an account. This information enables us to ensure
vigilant customer service and have means to contact the customer.

Orders

Processing time

Please allow up to two business days (not including weekends or
holidays) for us to process your order. Processing time is required so
that we can review order information and prepare it to be shipped via
our shipping partners.

International duties and taxes

All international duties and taxes are the responsibility of the
receiver. We ship the products “Delivery Duties Unpaid (DDU)”, therefore
any customs or import duties and taxes that are charged once the parcel
reaches its destination country is the responsibility of the recipient
of the parcel. Unfortunately, we do not have any control over these
charges and aren’t able to disclose any amount or value, as customs
policies, import duties and taxes vary from country to country.

Please contact your local customs office for information on these prices, so you aren’t surprised by any additional charges.

Order changes and adjustments

In the case where a product is purchased and the details for delivery are changed, contact us immediately via customercare@model-citizen.com.au.

If in the case where the order has shipped and you require
adjustments to the location of delivery, additional shipping charges may
be incurred, by the customer from our shipping partner.

Please get in touch immediately via customercare@model-citizen.com.au

We will arrange to directly put you in touch with the shipping partner applicable to your order.

For international and domestic orders, an arrangement can be made for
the customer to collect from the collection depot or nearby post office
location affiliated with the shipping partner.

The receiver (name on the account) is only able to make and coordinate adjustments.

We reserve the right to not make adjustments, the product will be
sent to the original address. If not received, the parcel will be sent
back to the sender and the customer will incur the return fee, including
any international or local related tax & duties costs.

This return fee value (including any form of tax & duties) will
be deducted from the total amount of the order to be refunded.

Missing tracking information

Please allow at least one business day after you receive order
confirmation for the tracking information to appear online. If the
tracking information does not update online, and the expected delivery
date has passed, please send us an email to customercare@model-citizen.com.au

Returned to sender packages

If your package is not successfully delivered and is sent back to
Model Citizen HQ via our shipping partner, we will contact you to
provide the option of reshipment or a refund of the products. The
shipping fee is not refundable.

Pre-Orders & Special Orders

Pre-order

The Pre-order option is available on certain products approaching a
season. Pre-orderable items are processed in the exact same way you
would via the website, by selecting sizes and processing payment. Orders
made by credit card will be processed upon placing a pre-order, with an
order processed email sent within 24 hours.

The Delivery date is an approximated date, provided by our factory and suppliers.

Model Citizen cannot be accountable for any delays, cancellations or
variations made on pre-ordeable products during the production stage. As
we strive to offer a high quality product, any adjustments to the
product/item will be communicated to the customer.

In the case where pre-order fails in delivery, Model Citizen customer
service will promptly inform and provide a full refund to customers

These dates can fluctuate due to issues out of our control. Any
changes to the delivery date, we will immediately get in touch with our
customers.

Once the garment is mailed, you will receive a shipment confirmed email.

The pre-order mail-out occurs in two stages – available products are
shipped once the items are available in stock or once the product in
specially made to order .

Please be aware we do not offer exchanges or returns on pre-order or
special order items as most of the time they are made-to -order.

Special Order

You can request a special order for a specific size that may be out of stock by sending us an email at specialorders@model-citizen.com.au along with item details, full name, contact number and an address/location.

We do not guarantee a product will go into reproduction exclusively
for a customer, we will gage possibilities and strive to deliver it
within our capabilities. Please be aware the estimated time for delivery
is 2-4 weeks. We reserve the right to not sell you a special ordered
garment.

In some instances, we may be able to special order a re-stock due to demand, send us an email at specialorders@model-citizen.com.au for
us to assess viability. We do not offer returns or exchanges for
special order products. Estimated delivery times will always be
communicated via email.

(Estimated delivery 2-4 weeks unless specified otherwise) 

Special Order accessories e.g. shoes, belts, bags can take anywhere from 2-3 months depending on manufacturers in some cases.

Sold Out

In some cases, due to the limited nature of our product, we may sell out in a particular style.

Each season we always forecast a size range quantity that fits into
our capabilities, customer feedback always allows us to plan and improve
for future seasons, if there are certain products you are interested in
and would like us to notify you on future availability or restock,
please send us an email at specialorders@model-citizen.com.au with the product details.

Contact Us

Customercare: customercare@model-citizen.com.au

Special Orders: specialorders@model-citizen.com.au

General Inquiries: info@model-citizen.com.au