TICKETS

I have placed an order. What happens next?

There are 2 stages your order goes through :

Pending - Awaiting successful payment

Paid - payment received

Once you have completed the checkout process, your order will be visible under the “my orders” section in your account. This confirms that your order has been received and it is in process.

Once the payment is received and your order has been validated by our team, your order status will be updated to “PAID” and you will be sent your E-ticket along with your invoice to the email provided during the personalisation process.

Paying by Bank Transfer

If you select paying with a bank transfer option you receive an email with the relevant bank details.

It can take between 3-7 working days for funds to reflect in our bank account and your order to be validated.

The order is valid for 7 days, if payment is not received within this time frame your order will be cancelled.

Why can't I purchase a ticket with a bank transfer?

Towards the end of online sales bank transfers will be closed to allow time for all payments to be received and cleared in our account. Only credit card payments are accepted for the resales.

When will I receive my ticket?

Once payment is received and your order status has been changed to “PAID”, E-tickets will be sent to the email provided during the personalisation process.

You can also download it directly from your Mo:Dem:Space.

My payment was successful but I cannot find my ticket?

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.

You can also download it directly from your Mo:Dem:Space.

Can I buy multiple tickets at the same time?

You can buy multiple tickets at the same time but tickets must be personalised. 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.

Can I request a refund for my festival or locker ticket?

Yes you can request a refund in your account section.

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.

Can I buy more than one Campervan Pass?

Only one Campervan Pass is allowed per vehicle.

You do not need a Campervan Pass per person in that vehicle, just for the vehicle itself.

There is a limit of 1 Campervan Pass per order.

How many Campervan Passes will be on sale?

Campervan Passes available for purchase will be sold in the October 2022 sale.

There will be a resale of Campervan Passes on the 25th of May 2023 at 11:00 (CET). Priority will be given to those who already have their festival ticket, any remaining Campervan Passes will also be offered in the June resale.

Does my vehicle qualify for a Campervan Pass?

Only one Campervan Pass is allowed per vehicle.

You do not need a Campervan Pass per person in that vehicle, just for the vehicle itself.

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 – vehicles 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.

– Ground Tents of any kind

The Campervan Pass allows access to the campervan areas, without this pass access for vehicles is not possible.

Can I request a refund for my Campervan Pass?

This pass cannot be refunded, however we can issue a voucher if you no longer need your pass. You can contact us via email at tickets@modemfestival.com to arrange.

You are also able to transfer the Campervan Pass to another person. Transfers can be done within the Mo:DemSpace portal. Transfers close at 23:59 CEST on the 28th of July 2023.

How do I book the day and time for my Mo:Dem Express Ticket?

To select your travel date and time for your Mo:Dem Express ticket do the following :

1 - Login to your shop account and go to Mo:Dem:Space

2 - Find the order with your Mo:Dem Express Shuttle ticket inside and click "manage".

3 - Click "Select time"

4 - Select your travel day and time from the drop down menu.

You will then be emailed your Mo:Dem Express ticket or you can download it directly from your Mo:Dem:Space account.

You can change your booking date and time until 23:59 CEST on the 28th of July 2023 when bookings close and you will receive a new updated ticket.

Please arrive 30 minutes before departure to have your ticket checked and load your luggage.

Can I request a refund for my Mo:Dem Express ticket?

Yes you can request a refund in your Mo:DemSpace.

Mo:Dem Express tickets are refundable.

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

What countries do you ship to?

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

Where do you produce the artwork?

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.

I have placed an order. What happens next?

There are 2 stages your order goes through :

Pending - Awaiting successful payment

Paid - payment received

Once you have completed the checkout process, your order will be visible under the “my orders” section in your account. This confirms that your order has been received and it is in process.

Once the payment is received and your order has been validated by our team, your order status will be updated to “PAID” and you will be sent your E-ticket along with your invoice to the email provided during the personalisation process.

Paying by Bank Transfer

If you select paying with a bank transfer option you receive an email with the relevant bank details.

It can take between 3-7 working days for funds to reflect in our bank account and your order to be validated.

The order is valid for 7 days, if payment is not received within this time frame your order will be canceled.

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

How much does shipping cost?

The shipping depends on the size of the item and what country the item is being shipped to. The shipping cost will be displayed on the check out page.

How long will the shipping take?

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.

How do I track my order?

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

Why is my delivery late?

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.

Lost Package? Package not delivered?

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

What do I do if my product is damaged when it arrives?

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.

Can I request a refund?

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.

How is the item packaged?

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

I haven't received my confirmation email - what do I need to do?

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 48 hr please contact us.

What currency will I pay in?

The purchase price is expressed in Euros.

Croatia has joined the European Union therefore all purchases will be charged in Euros.

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.

Why did my card payment fail?

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.

What happens if my payment process is interrupted?

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.

Why does it say funds have been reserved in my bank account?

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.

I have entered the incorrect billing / shipping address or email information on my order, how do I change it?

You can email us to update it for you.