FAQ

List of Frequently Asked Customer Questions

I received an email informing me that my order has been waiting for a courier for several days. When will it be delivered?

You have been informed that your order is being processed. This process may take up to 3 business days. If you require an earlier delivery date, please specify this in the order note.

Is it possible to purchase at wholesale prices for a company with a business ID and VAT number? What discounts do you offer?

Yes, of course, we will be happy to send you a free individual offer based on the approximate meterage of fabric you would like to order.

As an individual, can I purchase fabrics in smaller quantities, such as velour fabrics, where it is possible to purchase 25 m?

Yes, velour fabrics can also be purchased in regular yardage. All available patterns can be found in the Patterned Velour category.

Do you have a physical store where I could see your products in person?

We do not have a physical store, we operate only as an e-shop. Swatches of individual fabrics can be sent directly to your address for just the postage cost, regardless of the number of samples.

Is it possible to send an order to a Packeta branch? This option was not offered to me when creating the order.

For materials such as eco-leather or Oxford, Cordura, the system does not automatically offer this option in the case of ordering fabric with higher yardage. The reason is the dimensional limitations of the Packeta branch packages, where the fabrics would have to be rearranged and there would be a risk of damage during transport.

I am from the Meziměstí area, is personal pickup possible?

It is possible to arrange for order pickup directly in Meziměstí. In such a case, please contact our customer service line or send an email to info@modernatex.cz and arrange in advance the day when your order will be ready.

I received a different shade of fabric than the one specified in the order. How should I proceed?

In case you receive a different shade than the one you ordered, an exchange or refund is possible. Simply send a different shade of fabric back to our address in Meziměstí according to the procedure outlined on our website in the Returns and Complaints section, and we will arrange to send the correct shade of fabric back or issue a refund.

The shade of fabric I ordered does not suit me, I would need a lighter/darker one. Is there an option for exchange?

Yes, of course, we will exchange the shade of fabric that does not suit you for another one. The procedure is identical to the above-mentioned delivery of a different shade of fabric.

I would like to order printed velour fabric, but the minimum order is from 25 m, is it possible to order a smaller quantity? If so, where can I find it?

Yes, printed velour fabrics can be purchased in standard lengths starting from 0.1 m, you can find them in the Patterned Velour category.

Is it possible to order fabric samples? I'm not sure about the shade and I would need to see them.

Yes, we would be happy to send you fabric samples to your address. You can create a standard order where the samples are listed with a length of 0.1 m. Upon receiving the order, we will adjust the yardage to 0 m and you will only pay for the shipping. We recommend cash on delivery; when paying by card or bank transfer, the system will automatically take a higher meterage because it has not yet been checked. Alternatively, send us an email with a list of the materials you would like samples of, along with your address, and we will create it for you.

How long does delivery to Slovakia take? On the internet, it says 2-3 business days and I have been waiting longer.

We usually process orders within 5 business days. Shipping to Slovakia takes approximately 2 business days.

I have a problem with the payment gateway, can you change my payment to bank transfer/cash on delivery?

Yes, of course, just contact our customer service line or our email and provide the order number. We will then send you an email requesting payment by bank transfer or to change the payment to cash on delivery.

I need to cancel the order, I made a mistake. What should I do?

Please contact our customer service line or send us an email with the order number you wish to cancel.

Is it possible to add another product to the order and send it in one order?

If your order has not yet been shipped, please contact our customer service line or email us with the products you wish to add, and we will send them to you together.

My order arrived in a smaller quantity than I ordered. It doesn't fit me dimensionally now and I need the fabric sooner. Can you send me the missing footage, what is the procedure?

In such a case, please contact our customer service line or send us an email so that we can send you the missing fabric dimension as soon as possible.

I'm not home during the day, is it possible to send the package to a Packet or ParcelShop branch where I can pick it up later?

Yes, given the dimensional limitations of Packeta, it is possible to send an order to a Packeta branch even if you order a smaller length of fabric. We recommend sending eco-friendly leather and fabrics, such as Cordura and Oxford, via courier service to ensure the materials arrive undamaged.

I need to send the order as soon as possible, which payment should I choose or what is the fastest way to send it?

In the order note, specify any specific requirements or delivery by a certain date so that we can deliver it to you on time, or contact our customer service line/email.

I would need to add 2 more meters of the ordered fabric to the order, I measured it incorrectly. Is it possible? How do I pay the price difference if I paid by card?

If your order has not been shipped, it is possible to add to it. Please contact the customer service line to verify the possibility of completing the order. You can also pay the difference in price by bank transfer based on the adjusted invoice.