FAQ

TICKETS

Orders go through 2 stages, for each you will receive an email.

Paying with credit card
Processing: Once you have completed the checkout process, you’ll shortly receive an automatic email confirming your order has been placed. It can take up to 30 minutes to arrive in your inbox. This confirms that Mo:Dem Festival has received your order and it is in process. Your order will then be passed to our customer care team who will review the info and validate your order.

Paying by Bank Transfer
On Hold: When paying by bank transfer it can take between 3-7 working days for funds to reflect in our bank account.
Once the payment is received, your order status will be updated to “completed” and E-tickets will be sent to the email provided during the personalisation process. The order is valid for 7 days, if payment is not received within this time frame your order will be cancelled.

Completed: Once your order has been validated by our team, you will receive an email notifying you that your order status has been changed from processing to complete.

Once your order status has been changed to “completed”, E-tickets will be sent to the email provided during the personalisation process. This is delivered separately to your order confirmation and order completed emails.

Remember to check your other folders in your email account, such as Promotions or Spam. Alternatively use the search bar in your email account to search for emails from tickets@modemfestival.com.

If you are still struggling finding your ticket, visit : Mo:DemSpace

You can buy multiple tickets at the same time but tickets must be personalized. More than one ticket can’t be under the same name. You must provide a different name for each ticket.

Your ID or passport must match the name on the ticket.

Refund requests will be accepted from the start of the new year, 2023, through Mo:DemSpace.

Completed refund request forms and refund cancellations for 2023 tickets must be received by 23:59 CEST on 31st May 2023.

The pace of refunded ticket payments depends on achievement of additional sales of refunded tickets. Refunded tickets will go on sale in June 2023.

Refunds are not possible for tickets bought in the June 2023 resale phase.

E-ticket refunds will be processed from the 1st of June 2023 onwards. Due to different laws and bank policies, the payment process may last until the 30th of June 2023.

The ticket buyer is able to request refunds for any ticket purchased within their order.

Please make sure your bank info is correct, if the correct banking information is not provided this will delay your payment and possibly incur extra bank fees for returned funds.

If you think you have been charged incorrectly or there was a problem with your payment, please contact shop@modemfestival.com.

Only one Campervan Pass is allowed per Festival Ticket holder.

Part of the Campervan Passes available for purchase will be sold in the October 2022 sale, the remaining will be sold in June 2023. This is to ensure people who buy tickets in the June resale and those who have not yet decided their travel plans will also have an opportinuty to buy a Campervan Pass.

Below is a breakdown of the types of vehicles allowed and not allowed.
If you are unsure please contact info@modemfestival.com before purchasing your pass as refunds are not possible.

ALLOWED
– Caravans, Campervans, Motorhomes.
– Converted live in vans – must be permanently converted.
– Vehicles with rooftop tents – permanently installed.
– Trailer tents towed by a vehicle – vehicle will be parked in and unable to leave the campervan area during the festival.

NOT ALLOWED
– Vehicles with no conversions or mobile home installations.
– Vehicles with the seats down and a mattress.
– Vehicles with a ground tent on top of the roof.
– Vans/Caddys with only a mattress inside and no other mobile home installations.

This pass cannot be refunded, however transfers are allowed. Transfers can be done within the Mo:DemSpace portal. Transfers will open in January 2023 and close at 23:59 CEST on the 28th of July 2023.

As most travel plans are only decided closer to the event, for now you will book an open ticket and final confirmation will be done on the Mo:DemSpace portal closer to the event date. You will receive an email when Mo:Dem Space will be open for bookings. 

Mo:Dem Express tickets are refundable. Refund requests will be accepted from the start of the new year, 2023, through Mo:DemSpace on the Mo:Dem website.  

Completed refund request forms and refund cancellations for Mo:Dem Express 2023 tickets must be received by 23:59 CEST on 31st May 2023. Any Mo:Dem Express tickets bought after this date are not refundable.

ARTWORK

Currently we are only shipping our products within the European Union, Switzerland and Norway. 

All artworks are produced in Slunj, Croatia at the Mo:Dem Festival location. We have a large workshop containing a Laser and CNC machine and all the tools necessary for producing the products.

Orders go through different stages, for each you will receive an email.

Paying with credit card

Processing: Once you have completed the checkout process, you’ll shortly receive an automatic email confirming your order has been placed. It can take up to 30 minutes to arrive in your inbox. This confirms that Mo:Dem Shop has received your order and it is in process. Your order will then be passed to our customer care team who will review the info and validate your order.

Paying by Bank Transfer

On Hold: When paying by bank transfer it can take between 3-7 working days for funds to reflect in our bank account.
Once the payment is received, your order status will be updated to “completed”. The order is valid for 7 days, if payment is not received within this time frame your order will be cancelled.

Completed: Once your order has been validated by our team, you will receive an email notifying you that your order status has been changed from processing to complete.

The Hive Visions team will send you an email confirming shipping details and other important information.

We have a flat rate for shipping of 115 kuna (15 euros), free shipping is available for orders over 1510 kuna (200 euros) or more. 

Art products ordered before the end of November 2022 will be shipped at the beginning of December 2022.

Delivery times depend on the item and country of destination, usually between 8-10 working days but can take up to 1 month. 

You will receive an email once your order is shipped, including a tracking number to follow the delivery process.

You can track your order here with your tracking code : https://posiljka.posta.hr/en 

We aim to deliver all orders within specified delivery times. Unfortunately, for reasons beyond our control, deliveries may occasionally be subject to delays. 

Please understand that we have no influence on the duration of the shipment, this is the sole responsibility of the shipping service.

If you order has not yet arrived or your tracking number states the item was delivered, but you cannot find it, please contact the Croatian mail services directly – https://www.posta.hr/en/contact-us-6658/6658 

If your product gets damaged during the shipping process we can repair the item for you if possible or replace it. You will need to contact us and inform us of the damage with pictures of the damage and the packaging. You will then need to return the item to us and we will ship the repaired or replaced item back to you at our cost. 

You can request a full refund within 14 days of placing your order. If your order has already been shipped you will need to return the goods to Mo:Dem Shop at your own expense. 

Your refund will be processed within 14 days of receiving your cancellation request. However your refund may be delayed if we did not receive the goods back or evidence that you have returned it in the form of a tracking code and payment receipt of postage. 

 

In some cases we can issue a voucher for the shop instead of a refund payment if you prefer.

It is a priority to us to pack our items safely and economically. 

Depending on the item ordered, we use packing paper and cardboard sheets to pack your order safely, so it arrives undamaged.

ORDERS & PAYMENTS

If you have not received an order confirmation email, please follow the below steps:
  • Check your spam or junk folder.
  • Be patient: it can take up to 48 hours for an email confirmation to arrive.
  • If you have not received your order confirmation email within 48hr please contact us.

The purchase price is expressed in Croatian Kuna and Euros.

Croatia will join the European Union in 2023, from the start of the new year all purchases will be charged in Euros, until then transactions will be charged in Kuna.

Depending on the terms of your credit or debit card, you may be charged a foreign transaction fee. A foreign transaction fee is an extra charge added by some card providers. The currency conversion rate is set by the card network and is typically close to the current market exchange rate.

For more details check your credit card’s terms and conditions, where any potential fees will be listed under transaction fees.

Below we explain some reasons why your card payment might fail.
  • Your bank or credit card provider has declined the payment during the WSPay secure payment gateway verification process. Please contact your bank to find out more.
  • You did not receive the one-time pin or approval message to authorise the transaction. Please contact your bank to find out why.
  • There was a technical error in the WSPay secure payment gateway. Contact WSPay directly:
    WSPay – Payment Service Provider
    Phone: +385 51 269 131
    Mob: +385 91 269 1312
    Email: wspay@wspay.info 
    It is important to note that WSPay secure payment gateway is a different system from Mo:Dem Shop and is controlled by your bank or credit card provider.
  • Your internet connection is not stable, this can especially cause problems during the authorisation process.
  • You have insufficient funds in your account.
  • Your card is blocked from making online payments.

In the case that the verification process is interrupted, the bank temporarily reserves the amount from your card for up to 7 working days, that is why sometimes the amount appears to be deducted but in fact is just reserved.

If the transaction is not successful the funds will be returned to you.

In the case of a successful transaction, you will receive confirmation from Mo:Dem Shop.

Please note that notifications from your bank that funds have been reserved is not the same as a successful payment and funds being deducted from your bank account. If you are unsure whether your order was successful please email us at shop@modemfestival.com or contact your bank to find out the status of the transaction.

You can login to your Mo:Dem Shop Account and change the information.