UPDATED: 29.05.2020
Temporary telephone number to call Customer Service
We are happy to announce that our Customer Service will again be able to answer your calls. You can find the temporary telephone number here. The phone lines will be open Monday to Friday from 2 p.m. CEST (1 p.m. BST) until 5 p.m. CEST (4 p.m. BST).
Please note that, at least initially, these are payable telephone numbers. The telephone lines will likely be very busy. If you have a query that can easily be handled via an email, we recommend you continue to use email to communicate with our Customer Service.
Finally, in view of the limited capacity of staff during these restricted times, our Customer Service team may not be in a position to perform call backs when they are requested to do so. Thank you for your continued understanding as we continue our work to make these times as convenient as possible for our valued Customers.
Delivery Updates Modere Europe
Dear Modere Member,
As measures to tackle the Coronavirus pandemic have been extended, there has been a significant increase in people shopping online.
Our delivery partners are doing their best to contend with this increase in delivery volume. As a result, estimated delivery times for some areas may be longer than usual at the moment. As always, you can keep up to date with your parcels status by following the tracking link sent in your order confirmation email.
Please click here to access an overview of the current delivery situation across Europe. We will update the document as and when we receive updates from our delivery partners.
The overview includes postcode areas where parcels are temporarily not able to be delivered to home addresses. Parcels will be stored until home delivery can be made. Please understand that any postcode ranges provided in the listing are not exhaustive and may change on a daily/weekly basis. This is because temporarily operations may have been impacted in a given area due to personnel shortages, a significant increase in delivery demand, disinfecting of distribution hubs and/or training of new personnel to support demand. As soon as we receive updates that operations have been restored in those areas, this information will be updated.
We thank you for your understanding during these unusual times,
Your Modere Europe Team
Contacting Modere Customer Service
Thank you for choosing Modere.
The current COVID-19 situation continues to develop globally and we are monitoring it hour-by-hour. We remain committed to the pledge of our CEO Asma Ishaq – that is, to continue to adapt our plans and protocols to address the health and well-being of our community, our customers, our Social Marketers and our employees, and to mitigate any interruptions to product availability, deliveries and shipments, or customer support in each of our regions.
Our Customer Service employees remain committed to supporting your needs. For their enhanced safety and well-being we are modifying working practices, and equipping them with new equipment and technologies. For the time-being they will be unable to take telephone calls, so please may we request that you send them your queries via our contact form and email address. Your queries will be attended with the same level of detail, dedication and confidentiality that you are accustomed to.
This modified service will commence from Thursday March 26th and we anticipate it will continue until Friday April 18th, subject to review as the current situation progresses.
Please be assured that even at this difficult time – providing you with the thorough levels of support you deserve is an absolute priority, and desire for us. We apologise for any inconvenience.
Orders can continue to be placed in our secure online store. Queries relating to deliveries, returns, promotions and product information can be effectively handled via the online contact system.
And we’ll stay in touch as frequently as we can, through our social media platforms and e-newsletters. We will also post updates on the ongoing situation on our LATEST blog, so please feel free to check there on a regular basis, just in case you miss a communication.
We are dedicated to support you during these unprecedented times.
Your Modere Europe Team.
A message from CEO Asma Ishaq
Dear Modere Customers,
We’ve been thinking a lot about you lately. Your health, safety, and confidence in us has always been our top priority.
As of today, March 25th all order fulfilment, shipping, and package deliveries are continuing in a timely manner for customers around Europe. Additionally, it is our understanding that EU government officials are committed to keeping trade moving across the borders. Our business continues to operate as usual.
We’ve taken a number of steps to protect everyone in this ever-evolving situation:
- At our Headquarters, we are diligently following guidance and best practices from the Centers for Disease Control and Prevention. Across all facilities we have increased our daily cleaning routines, including more frequent handwashing, use of sanitizer, and cleaning equipment. We have also taken additional precautions including having all employees who handle packages wear gloves.
- We have modified production and warehouse schedules at our Headquarters to reduce the number of individuals in the building at a time and introduced split shifts that do not compromise order fulfilment times.
- In our warehouse and distribution centres in Europe, our partners are equally committed to undertaking additional steps to ensure both employee and end consumer safety.
- We are working closely with our local package delivery partners to ensure that the products you love remain available when you want them, delivered as safely and quickly possible to destinations around Europe. We will provide regular updates from our partners as and when they become necessary. At present the majority of providers are operational and able to provide delivery services as usual, albeit at times with minor delays.
Even though the environment around us is uncertain, we take comfort in the fact that we are surrounded by a compassionate, vibrant, and extraordinary community.
Thank you for all you do and staying connected with us and each other through all of this.
Truly yours,
Asma Ishaq, CEO
